FAQs

Do you have a question? We've put together answers to the things we get asked most — from shipping and returns to how our custom collars are made. If you're wondering about something, chances are it's covered below. If not, please contact us here.

Ordering & Customisation

Can I customise my collar or lead?

Yes. Most Kinfolk Leather collars and leads are individually handmade to order, with options such as colour, width, hardware and other details depending on the design. If you have something particular in mind that isn't shown, please get in touch - custom requests can often be accommodated.

Can I order a custom size?

Yes. Because most of our collars are handmade to order, we can often accommodate sizes outside the options shown. If you need something unusual, please contact us before ordering so we can make sure the design and width will be suitable.

Can I change my order after I've placed it?

Possibly - please contact us as soon as you can. If work hasn't begun, changes are usually much easier to accommodate. Once materials have been cut or your item is underway, some changes may no longer be possible.

How long will my order take to make?

Most custom orders are handmade within our current production timeframe, which can vary depending on how busy the workshop is. You'll find the current turnaround time shown on the website and relevant product pages. Ready to Wear items may be available to dispatch sooner.

Sizing & Fit

How do I measure my dog for a collar?

Measure snugly around your dog's neck where the collar will normally sit, using a soft measuring tape. Don't add fingers or extra room to the measurement - we account for fit when making your collar.

For detailed instructions, see How to Measure for a Dog Collar.

What collar width should I choose?

The best width depends on your dog's neck size, breed, build and how the collar will be used. Our Dog Collar Width Guide shows the different widths and gives recommendations to help you choose.

What if I don't know my dog's neck measurement?

An actual neck measurement is always best, particularly for a custom-made collar. If that isn't possible, our Dog Breed Size Guide can provide a useful starting point, but dogs of the same breed can vary considerably.

Do you make collars for puppies and small dogs?

Yes. Our puppy collars are made from soft, lightweight leather and are available in narrower widths suitable for small necks. Because puppies grow quickly, check the individual product's measuring and sizing information carefully before ordering.

How do I choose the right dog lead length?

It depends on how and where you walk your dog. A standard lead suits everyday walking, while shorter leads provide closer control and long lines give dogs more freedom for training and exploration. Our Dog Lead Length Guide explains the different options.

Materials & Hardware

Should I choose leather or BioThane®?

Choose leather if you love a traditional, natural material that develops character and patina over time. Choose BioThane® if you want something waterproof, easy to clean and particularly practical for swimming, mud and wet-weather adventures.

Both are strong, durable options - the best choice depends mainly on your dog's lifestyle and the look you prefer.

Is BioThane® really waterproof?

Yes. Genuine BioThane® has a waterproof coated webbing construction, so it doesn't absorb water like leather does. It's easy to rinse clean and is an excellent choice for dogs that swim, get muddy or spend lots of time outdoors.

The hardware still needs to be rinsed with fresh water after exposure to salt water, as waterproof strapping doesn't make metal components immune to corrosion.

What is the difference between brass and silver hardware?

Our gold-toned hardware uses solid brass, which has a warm traditional appearance and naturally develops a patina over time. Silver hardware uses stainless steel and/or nickel-plated solid brass components, depending on the fitting required.

Both are quality options; the choice is largely about appearance and how your dog's gear will be used.

Will brass hardware tarnish?

Yes - and that's completely normal for solid brass. Exposure to air, moisture and oils causes brass to darken and develop a natural patina over time. You can leave it as it is or restore the shine periodically with a suitable brass polish.

Which hardware is best for dogs that swim in the sea?

For frequent sea swimming, we generally recommend silver hardware. Whichever hardware you choose, rinse the entire collar or lead thoroughly with fresh water after exposure to salt water and sand, paying particular attention to metal fittings and moving parts.

Nameplates & Identification

Can I add a nameplate to my collar?

Many of our collars can be made with an integrated hand-stamped brass or stainless-steel nameplate. Available options are shown on individual product pages.

An integrated nameplate provides permanent identification without the noise and movement of a dangling tag.

What can I have stamped on the nameplate?

Our smaller nameplates, generally used on ½" wide collars, accommodate up to two lines of text. Larger nameplates can accommodate up to three lines.

Names, phone numbers and other important identification details work well. The amount of text that fits comfortably depends on the characters used, so keeping it concise usually gives the best result.

Will my nameplate match my collar hardware?

Yes. Where a nameplate is selected as part of a collar, we'll match it to your chosen hardware - brass with gold-toned hardware and stainless steel with silver-toned hardware.

Can you reuse my existing Kinfolk nameplate?

Often, yes. Our Collar Strap Replacement Service allows suitable existing Kinfolk hardware and nameplates to be removed, cleaned and fitted to a new leather or BioThane® strap.

Shipping & Delivery

Where do you ship?

We ship from our workshop in New Zealand to customers throughout New Zealand and to a range of international destinations. Available shipping options, current rates and delivery estimates are shown at checkout.

See Shipping & Delivery for more information.

Is shipping tracked?

Yes. Our standard parcel services include tracking. Once your order has been dispatched, you'll receive tracking information so you can follow its journey.

How long does international shipping take?

Delivery times vary by destination and postal conditions. You'll find our current estimated delivery times on the Shipping & Delivery page and at checkout.

Remember that the production time for a custom-made item is in addition to shipping time.

Will I have to pay import duties or taxes?

This depends on your destination and the shipping arrangement in place at the time of ordering. Any applicable information will be shown on our website or during checkout where possible.

Care & Longevity

How do I care for a leather collar or lead?

Wipe away dirt as needed and condition the leather periodically with a suitable leather conditioner. If it gets wet, allow it to dry naturally away from direct heat before conditioning.

Our Leather Care Guide has more detailed advice for keeping your leather gear looking and performing its best.

How do I clean BioThane®?

BioThane® is very easy to care for. Rinse or wipe away dirt and mud with water, using mild soap if necessary.

After beach use, rinse the entire item thoroughly in fresh water to remove salt and sand from the hardware as well as the strapping.

How long should a collar last?

There's no single lifespan because it depends heavily on your dog's activity, environment and how the collar is cared for. Regular swimming, salt water, sand, mud, scratching and hard everyday use will naturally cause faster wear.

We use quality materials and make our gear for long-term use, and worn straps can often be replaced while suitable hardware and nameplates are reused.

Repairs, Returns & Our Promise

What happens if there's a problem with my order?

Please contact us with your order number, a description of the problem and photographs if relevant. We stand behind our workmanship and will work with you to find an appropriate solution where there's a genuine issue.

See Our Promise for full details.

Can you replace a worn collar strap?

Yes. Our Collar Strap Replacement Service can give a suitable existing collar a new leather or BioThane® strap while reusing the original hardware and nameplate where they're still in good condition.

Can I return or exchange a custom-made item?

Because our custom products are individually made and personalised to your selections, we don't accept returns or exchanges for change of mind or incorrect sizing resulting from measurements supplied when ordering.

If your item is faulty, damaged or isn't what you ordered, please contact us so we can put it right. See our Refund Policy for full details.

What if I order the wrong size?

Please contact us. Because each collar is made according to the measurements supplied when ordering, incorrect sizing isn't considered a product fault, but we'll help determine the best available solution.

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