Frequently Asked Questions (FAQ)

Are your products really handmade?

Yes, every item is made by hand by me, myself and I one stitch, one cut, one Alani at a time. Because of this, slight variations in stitching, pattern placement, or shape are totally normal and part of the charm.

How long does it take to process my order?

Processing usually takes 1–3 business days. 

When will my order arrive?

Delivery time depends on the shipping method you choose at checkout. Typical timelines:

• Standard: 3–7 business days

• Expedited: 2–3 business days

• Priority: 1–2 business days

Once your package ships, you’ll get a tracking number so you can follow its journey.

Do you accept returns?

Yes, please review our Return Policy prior to ordering.

Custom or personalized items are final sale unless they arrive damaged or incorrect.

Do you offer exchanges?

No exchanges at this time, but you’re welcome to return an item (if eligible) and place a new order for the one you want.

What if my order arrives damaged?

If your package looks like it went on an unexpected adventure, email me within 5 days with photos. I’ll make it right whether that means a repair, replacement, or refund.

What if my package gets lost?

Once your order is handed to the carrier, it’s officially out exploring the world. If it seems to have wandered too far, please file a claim with the carrier, Ill assist where I can.

Do you take custom orders?

Yes, more so during "off season/slow season" Jan-April. I love bringing custom ideas to life. But, I do work a full time 9-5 job, stock for markets and want to make my own separate collections, so please understand if I do not have the time it takes available for custom orders. Reach out via the Contact page to chat about your vision, timeline, and pricing.

How should I care for my bag?

Care instructions vary by material, but generally:

• Spot clean with mild soap

• Air dry

• Avoid harsh chemicals

• Treat it gently — handmade items appreciate this.

• If you're not a spot clean person, and you're more of a "everything goes in the washer and if it lives it lives" person, same, but try to keep on a gentle cycle, in a garment bag, cold water etc.. 

Do you ship internationally?

Not at the moment, but I hope to expand soon.

Can I update my shipping address after ordering?

If you catch it quickly, yes. Email me as soon as possible — once the order ships, I can’t make changes.

How can I contact you?

You can reach me anytime at makaylarutter@gmail.com or through the Contact page. I’m always happy to help.