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 & Delivery
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch with us just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
Can I alter my order?
It usually takes us a few days to start processing your order, depending on how many orders are ahead of yours in the queue. So if you notice something that needs changing, please let us know as soon as possible and we will make the required amendments.
When will my order arrive?
We aim to make and post each order within 5-10 business days. Depending on where you live, delivery times can add a few days to this timeframe. If you need your order by a certain date, please contact us as we can usually accommodate requests.
What countries do you ship to?
We ship worldwide and you can view the cost of delivery here.
How much is shipping?
Shipping costs depend on the country where it’s being delivered. Delivery within NZ is $8 (free for orders over $100) and you can check out our worldwide delivery rates here.
Can I track my order?
Yes. We’ll email you once your order has been posted with NZPost and that email will contain a link to track delivery progress online.
Returns
Can I return or exchange an item?
As our products are custom made and personalised, we do not accept returns or exchanges.
We do offer resizing at a charge of $15 + materials (if required) + postage, however it is much better to have the collar fit well in the first instance, so we strongly urge you to provide an accurate measurement when placing your order.
In the unlikely event that you receive a faulty item, or we have made an error with the sizing, please contact us at hello@kinfolkleather.com and we will do our best to set things right.
We strive to deliver our products in excellent condition, however please note that, due to the natural materials and the handmade nature of our products, minor inconsistencies and imperfections can be present. These small defects are not to be regarded as faults, rather as part of the charm and unique story of a handmade item.
Custom Requests
Do you offer custom requests or modifications to your standard products?
Yes, often we can make custom changes or adjustments to our standard products to better suit a particular need. This is assessed on a case-by-case basis depending on the design, materials, and intended use.
If you have something specific in mind, please email us with as much detail as possible about what you are looking for and we can go from there.
Dog Collars
Are your collars suitable for my new puppy?
We recommend using a soft puppy collar when your dog is very young before moving on to a wider and stronger leather collar. Puppies will inevitably scratch and pull at whatever collar you put on them, as they get used to wearing one.
The leather we use for our traditional dog collars in 1/2" - 1.5" widths is 3mm thick. Even with our thinnest 1/2" wide collars, as the circumference gets smaller the leather starts to feel more rigid. This could be uncomfortable for small dogs and puppies so we recommend using our leather puppy collar until your dog's neck circumference reaches approx. 22cm (8.5") and then moving up to one of our regular leather dog collars. Depending on the breed, you may need a few collars for the growth period from puppy to reaching adult size.
Will the collar fit as my puppy grows?
Each collar has at least 5 holes, giving a range of approximately 7.5cm. If you let us know that your dog is a puppy, we can make the first hole his/her current neck circumference which means there will be another 4 holes to grow into. For smaller breeds this may be enough room to reach adulthood and for larger breeds it may not. Please let us know if you would like more holes added in addition to the standard 5 holes.
How long are your dog collars?
Each collar is custom made to fit the individual dog it has been ordered for. To do this, we require your dog’s neck circumference measurement and then make the collar to suit.
Our leather collars are cut from hides approximately 140cm long, which comfortably accommodates the vast majority of dogs. Our BioThane® collars are made from rolled strapping, allowing us to make collars for virtually any size dog.
I have a really big dog, can you make a collar for him/her?
Yes! We cut the leather for our dog collars from hides that are approx. 140cm long so we can accommodate all dog sizes. We recommend choosing our widest collar - 1.5". As with any collar, make sure you regularly check the hardware and leather for any signs of wear. With great size comes great strength, so be sensible about your dog's temperament - if he/she pulls excessively or you expect to leave your dog tied up unsupervised, please choose a specialty dog collar instead.
What collar width should I choose for my dog?
As a general guide we recommend that if your dog’s neck circumference is:
- less than 22cm (8.5") or puppy under 3 months old, choose a soft leather puppy collar
- 22 - 28cm (8.5 - 11”), choose 1/2” collar
- 26 - 30cm (10 - 12”), choose 3/4” collar
- 28 - 40cm (11 - 16”), choose 1” collar
- 38 - 50cm (15 - 20”), choose 1 1/4” collar
- 46cm (18") and larger, choose 1 1/2” collar
Wider collars are stronger so please keep this in mind when you are selecting the collar width (basically, don’t walk a medium sized dog on a 1/2” collar! Choose at least 3/4” and preferably 1” +). For medium sized breeds and larger, we highly recommend choosing our D-End Dog Collar which gives another layer of leather to pull against when attaching a lead to the dee ring.
How do I measure my dog's neck?
Please see our Dog Collar measurement guide here.
I gave the wrong measurements and the collar does not fit - can it be adjusted?
In many cases, yes. Please send the collar back to us along with an accurate neck measurement and we can usually rework the collar to fit your dog correctly. Charges may apply depending on the changes required and will be assessed on a case-by-case basis.
Because each collar is custom made to the measurements provided at the time of ordering, accurate measuring is very important. We strongly recommend carefully following the measuring instructions on the product page before placing your order.
Cat Collars
How do I measure my cat's neck?
Please see our Cat Collar measurement guide.
Product Care
How do I look after my pet's collar?
Leather Care
Leather is a natural material and may display small markings and colour variations. Over time, it will soften and develop a natural patina with use.
To help your collar age well, clean it occasionally and apply a quality leather conditioner or balm as needed. Avoid prolonged exposure to water, especially salt water, as repeated soaking can dry the leather and reduce its lifespan. If the collar does get wet, allow it to dry naturally before conditioning.
For dogs that regularly swim or visit the beach, we recommend using a waterproof BioThane® collar for water-based outings.
You can read our full leather care guide here:
How to Care for Leather
We also recommend regular use of our leather balm.
BioThane® Care
BioThane® is waterproof, easy to clean, and ideal for muddy or wet adventures. Simply rinse with water or wipe clean with a damp cloth when needed.
Although the strap itself is waterproof, we still recommend rinsing hardware after beach or salt water use to help prolong its finish and lifespan.
Read our full BioThane® care guide here:
How to Care for BioThane®
Hardware Care
Brass hardware will naturally dull and tarnish over time. You can either allow it to develop a natural patina or polish it to restore shine using a brass cleaner such as Autosol.
As with any collar or lead, regularly check the strap and hardware for signs of wear or weakness. If you notice a loose or missing rivet, please contact us.
What should I do if my dog's collar strap breaks?
If your collar strap breaks, we offer a strap replacement service where you can send your existing collar back to us and we will fit it with a brand-new strap using your existing hardware and nameplate where possible.
Our hardware promise covers components such as buckles, dee rings, and rivets under normal use, but it does not extend to the leather or BioThane® strap itself. This is because the lifespan of the strap can be affected by factors outside of our control, including exposure to water, salt, rough surfaces, chewing, storage conditions, and general maintenance.
We use strong, durable materials designed for everyday use, so if a strap fails unusually early, we encourage customers to contact us with photos and details so we can assess the situation fairly.
More information about our strap replacement service can be found on our website under Replacement Strap Service for Existing Collars.
What happens if a rivet becomes loose or falls out?
We stand behind the quality of our hardware and workmanship. If a rivet becomes loose or falls out under normal use, we will repair or replace the rivet at our cost. Customers should contact us with photos and details of the issue so we can arrange the best solution.
Reviews
How can I leave a review?
Once your order has been fulfilled, you will receive an email with a link to review the specific product you purchased. You’ll also have the option to upload a cute photo of your pet wearing their new Kinfolk Leather collar or lead, which we always love to see.