Greenwood Customer Support

If you would prefer to speak to a real person, you can reach our Customer Happiness Team via email (below).

How can we help?


General Info

Do I have to register an account or can I also order with a guest account?

You can order in the Greenwood online shop without a member account. Simply place your desired products in the shopping cart and then go to the checkout. Now fill out all fields marked with *. The field "Already have an account?" is only optional. If you have a PayPal account. You can also go through the ordering process quickly and directly via "Pay with PayPal".

How can I subscribe or unsubscribe to a newsletter?

You can sign up for our newsletter at the bottom of our website. Don't worry, we'll only get in touch with you if we really have something to tell! With a newsletter subscription you will receive a 10% discount code on your first order for all our products directly by email. If you no longer wish to receive newsletters from Greenwood by email, you can of course unsubscribe from the newsletter at any time. This is basically possible in every newsletter at the bottom by clicking the "Unsubscribe" button.

Will my payment details be saved? How can I delete my personal account?

We do not store any of the payment details you enter. The entry is made directly with your payment service provider. Further information can be found in our privacy and data protection.

If you no longer wish to have your personal account, please inform us by e-mail - We will then immediately close the customer account and delete your personal data.


How can I cancel my order?

You can cancel your order before it is shipped. Please write to us as soon as possible via our contact form or email support to let us know. All orders are usually processed within 48 hours and handed over to DHL or DPD around 3:00 p.m. After this we cannot stop delivery and you must return your order to us upon receipt.

What do I do if I received a damaged or different item? What happens if an item is missing from my package?

If you have received a damaged or different item, you can of course return it to us within 30 calendar days. In this case you will receive a full refund and the delivery costs incurred. Damaged items will be inspected upon receipt.

Unfortunately, it can sometimes happen that an item is missing from your package, although we carefully inspect all packages before they are sent to our customers. If your package is missing an item, please contact our customer service. In this case we will start investigations which could take a few days and then send the missing article to you again.

What to do in the event of a damaged package delivery? My bag is broken. What can I do?

If the shipment is obviously damaged when it is delivered to you, unpack the goods in the presence of the deliverer to check for damage to the contents. Please always have the damage to the packaging confirmed in writing by the deliverer. Please inform us immediately if the goods in the damaged packaging were also damaged.

If you bought your Greenwood product on, please contact us by email:; if you purchased the item from another authorized retailer, please contact that retailer directly. Repairs or replacements within the statutory warranty of two years from purchase are free of charge.

Returns & Exchanges

How do I return or exchange an article?

30-day right of return from receipt of goods: We ask that you clarify any doubts about the product before purchase so that you are satisfied. Each product is unique, so the photos (color and leather structure) may differ slightly from the delivered goods from this offer! The irregular grain that occurs with this leather and the possible abrasion of the color are not a defect in the product, but the guarantee of the authenticity of the fine leather.

Returns in Germany: Customers bear the costs of the return. If you wish, we can provide you with a return label for an additional fee of EUR 4.00, which can be deducted when the payment is refunded. If you have received a faulty or incorrect item, we will of course refund the shipping costs.

Returns from abroad: The costs for the return shipment from abroad are to be borne by the buyer himself. To ensure a safe return, we recommend returning all products in their original packaging and insured with a tracking number.

Exchange: An exchange for another article is possible. If you wish to exchange an item, we ask that you return it to us and let us know of your choice by email or via the contact page. You must bear the return costs yourself.

How do I get my money back for a return?

Once the return has been received by us and has been inspected, the purchase amount will be refunded to you. You will be informed in writing about the individual steps by e-mail. The refund of the purchase price for your return will be made using the payment method selected when you placed your order. This process can take up to seven calendar days. We therefore ask for your understanding and patience.

Leather care and product maintenance guide

Remove Scratch Marks:

Superficial scratches on leather are a normal occurrence during regular use, giving your bag an individual touch. These marks will naturally fade over time as the leather absorbs its own oils and softens as a result. For deeper scratches, we recommend using a color-neutral (transparent) wax that is applied to the surface with a microfiber cloth. Apply gentle pressure and slowly rub onto the scratched area. Please note that the treated area may initially appear slightly darker, but over a few days it will gradually lighten and blend in with the color of the leather.

Treatment of dry leather:

Over time, exposure to the sun can cause your bag to develop a coarser or drier surface. Whilst many of our customers appreciate this distinctive appearance, if you prefer a more even texture and softer leather you can easily restore the appearance by using a color neutral wax or leather cream.

Wear and stress test for loose threads:

Since Greenwood products are predominantly handcrafted, it is conceivable that certain seams may loosen over time. In such cases, we recommend carefully trimming the misrouted thread and sealing the opening with a lighter or thread burner to ensure stability. This practice will help extend the life of your product beyond normal. However, it is important to exercise extra caution and only use this technique on easily accessible areas as it has the potential to cause permanent damage to your item.


Warranty Information

Thank you for considering our leather products. We take pride in the quality and craftsmanship of our items, and we're pleased to offer a warranty to ensure your satisfaction and peace of mind.

Warranty Duration: Our products are covered by a 2-year warranty from the date of purchase. This warranty is applicable to any defects in materials or workmanship that may arise during normal use.


Our warranty covers the following:

  • Defects in materials and craftsmanship that affect the functionality and overall appearance of the product.


Our warranty does not cover:

  • Artificial Damage: Any damage caused by improper handling, misuse, negligence, accidents, or modifications not authorized by us.
  • Wear and Tear (Inside): While we take pride in crafting durable products, natural wear and tear over time, especially on the inside, is not covered under this warranty. This includes minor interior fabric fraying, stitching becoming less secure due to usage, and any other signs of normal use.

Making a Warranty Claim:

If you believe your product is eligible for a warranty claim, please follow these steps:

  1. Contact Customer Support: Reach out to our customer support team with your proof of purchase and detailed information about the issue you're experiencing.
  2. Assessment: Our team will assess the provided information to determine if the issue is covered by the warranty.
  3. Resolution: If the issue is covered, we will either repair or replace the item, depending on the extent of the defect. Please note that the warranty item will be of the same model and color, subject to availability.

Important Notes:

  • Proof of Purchase: A valid proof of purchase, such as a receipt or order confirmation, is required to initiate a warranty claim.
  • Shipping Costs: Any shipping costs associated with sending the product for warranty assessment or receiving the replacement product are the responsibility of the customer.
  • Limited Warranty: This warranty is limited to the terms mentioned above and does not extend beyond the specified coverage.

Please feel free to contact our customer support team if you have any questions or need assistance with your warranty claim. We're here to ensure your experience with our leather products is nothing short of exceptional.

Get in touch

Do you have questions about your order or a general enquiry?