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Frequently Asked Questions

Frequently Asked Questions

Everything you ever wanted to know about us.

01 Who is von Holzhausen?

von Holzhausen is a material innovation company founded by designer Vicki von Holzhausen. Our story began when she decided to make a vegan leather that could rival animal leather.

Driven by science, Vicki and the team researched, experimented, concocted, materially innovated and developed a sustainable non-animal leather.

We tested it out as a handbag. It worked! And ever since then, we’ve been developing more leathers and testing them on new products.

02 Is von Holzhausen vegan?

Yes. Our brand is 100% vegan and cruelty-free right down to our dyes and glues.

03 Can I buy a von Holzhausen bag and not be vegan?

Yes. Every eco-friendly choice adds up. And if you only like us for our looks, that’s OK, too. We don’t judge.

04 How do you pronounce von Holzhausen?

It’s pronounced “von holtz how-sen.”

05 Does von Holzhausen give back?

Yes, we support a variety of charities throughout the year. Some of our recent nonprofit partners have been: Hope Gardens Family Center for Women and Children, Heal the Bay, Best Friends, and STEM Advantage.

06 How do I contact customer service?

The fastest way to reach us is via live chat. We’re available Monday through Friday from 9 a.m. to 5 p.m. PST. You can also call us at 833.379.0885 during those same hours or email anytime.

07 Can I use your materials on products for my company?

Yes! Our mission is to replace leather wherever it exists, so partnerships are a huge part of what we do. Start the conversation here.

08 I want to collaborate with von Holzhausen.

We’re intrigued. Please email to discuss a possible collab.

09 Where can I send a press request?

Please email (and thank you—that’s very flattering).

10 I want to come work for you.

Great! We generally post jobs on LinkedIn. If you spotted one that sounds like you, email

11 I have a sustainability idea! How do I reach you?

Send it to and we’ll happily take a look. This is our very favorite topic.

12 Can we really fix the planet? Is it even worth it to try?

Without a doubt! News about the planet can be gloomy, but that’s why it’s so important to focus on solutions rather than problems. Small decisions add up. For example, if you choose The Large Shopper over an animal-leather bag, that one purchase will save 450 gallons of water and 2.5 acres of land.

13 Do you have retail stores?

Not yet, but we’ve been known to host events and pop-up shops in cities like Los Angeles and New York. Be sure you join our subscriber list so we can keep you in the loop.

14 What are your leathers made of?

We have three different vegan leathers (plus more in the works):

  • Technik-Leather is made from recycled post-consumer plastic and plants. It really is a rags to riches story.
  • Banbū Leather is made from the most regenerative plant on the planet (you guessed it), bamboo!
  • Struktur Leather is made from recycled post-consumer plastic and designed for extreme performance. We use this on car interiors.

16 I miss the smell of old leather. Is that wrong?

Not if you understand the science behind it. Your sense of smell is strongly connected to part of the brain connected to memory and emotions. We say keep the positive association—but make ethical choices so other people only associate eco-friendly scents with you!

17 Does vegan leather look and feel like animal leather?

Yes (well, ours does, anyway). Our materials look smooth and supple and feel remarkably like leather. Or as Vogue put it, “just as luxe and durable as the real thing!”

18 I want to see your materials in person.

Understandably so. Order a swatch so you can experience our vegan leather for yourself—or use it as a very innovative coaster!

19 Is vegan leather really better?

Yes—and not just for cows and sheep! Our vegan leathers are beautiful, durable, non-toxic, biodegradable, low carbon and ⅓ the weight of leather. They also resist water, stains and scratches.

20 What’s with your pricing? Aren’t vegan bags supposed to be cheap?

Some vegan bags are inexpensive, but if you look closer, you’ll find that they’re made of low-quality plastic (the kind that hangs out in landfills for centuries).

Our materials are designed to reintegrate with nature, causing zero waste and zero harm. They’re also meticulously designed and made by master craftsmen in Italy and the US.

21 Are your bags really sustainable?

Yes. We’re scientists at heart, so we love sharing data on the impact of our work. That’s why many product pages have measurable results like acres of land conserved, plastic bottles recycled or gallons of water saved. Our bags are also biodegradable, which means they reintegrate with nature—but not until you’re ready to throw them away in a landfill.

22 How do I care for my beautiful new bag?

Great question. The best way to take care of your bag is to prevent dirt from accumulating. For best results:

  • Wipe up spills as soon as they happen. Don’t wait!
  • Clean your bag gently using soap and water.
  • Rinse the area thoroughly.
  • Dry with a soft cloth.

The above suggestions are guidelines, not guarantees. Be sure to use all cleaning and disinfecting products safely and as instructed.

Anything more than soap and water can be too harsh. Using other cleaning agents, disinfectants, conditioners or protectants is not recommended. Not only could it harm the material, it may void the warranty.

Our materials are largely stain-resistant, but even they can’t handle permanent ink. If there’s a Sharpie in your bag, make sure the cap is on tightly.

Some clothing and accessories may have dyes you wouldn’t want near a light-colored bag. Dark denim, for example, is notoriously transferable and hard to remove. The climate and humidity level where you live may also impact dye transfer. It’s hard to control, not always preventable and may be irreversible, so factor that in when planning your look!

23 Where are your handbags made?

They’re made by master artisans in Italy and the USA.

24 What happens if I throw my von Holzhausen bag in a landfill?

It will biodegrade—but not until you’re ready. Considering some vegan leather takes up to 450 years to biodegrade, we’re very proud of how easily our materials reintegrate with nature. In a recent lab test, our Banbū Leather reached 100% biodegradation in a landfill condition. It took less than 250 days.

25 Do your products come with a warranty?

Yes. In our minds, longevity equals sustainability. We design our bags to be timeless and durable (so you can pass them down to your grandchildren).

We’re very particular about quality and craftsmanship, which is why we offer a lifetime warranty that covers unlikely manufacturing defects.

This warranty doesn’t include damage due to neglect, accidents, improper care or normal wear and tear, but we can repair products for an agreed-upon fee in those instances. Please contact us to discuss.

If there is a defect in the materials or craftsmanship, we’ll be happy to repair or replace the item at our discretion free of charge. Our repair process generally takes four to six weeks, but we’ll do our best to get it back to you as soon as possible.

26 I’m into monogramming. What items can I personalize?

You can monogram The Market Tote, The Macbook Portfolio, The Macbook Sleeve, The iPad Portfolio and The Pouch.

27 Are your monograms painted or embossed?

They’re embossed (we like how it complements our aesthetic).

28 How many letters can my monogram be?

We offer up to three letters (A to Z, ♥︎, and ★ only, which means no numbers or  other special characters at this time).

29 How long does this monogramming thing take?

Don’t worry, monogrammed orders are typically finished and shipped within a week of purchase.

30 Do you offer alterations?

Yes. We love a tailored fit! We can custom-alter belts and bag straps to fit you for an additional $25. Please email to place an alteration request (and note you’ll need to cover shipping fees if your order has already been sent).

31 How will my order ship?

We offer ground shipping in the continental US at a flat rate of $7.50 for purchases under $75 and free for any order $75 or more (Sample Sale items excluded). You can find more information about shipping specifics here.

32 Do you use sustainable shipping materials?

Absolutely. Our shipping materials for US orders are recyclable, biodegradable and plastic free.

33 What’s the best way to dispose of shipping materials?

Use the box for an art project! You can also recycle the tape and box or compost all of it. The tissue paper and sticker aren’t recycled in most cities, but they are naturally biodegradable should they end up in a landfill.

34 How long will it take for my order to arrive?

We ship orders Monday through Friday from sunny Los Angeles. Ground shipments tend to arrive in three to eight business days.

35 I want my order faster!

Understood. When time is a factor, we offer FedEx 2Day Shipping ($25) or Overnight Shipping ($55). More information about shipping options is available here.

36 How can I track my order?

You’ll receive an email from us with a tracking number as soon as your order has shipped.

37 The item I want is available for pre-order. What does that mean?

There are a few possibilities. Pre-order might mean:

  • The item is sold out in a certain color or style but more are on the way
  • It hasn’t been released yet but it’s coming soon, or
  • We’re measuring popularity so we don’t over-produce.

38 When will I be charged for a pre-order?

At the time of purchase. Your product is made to order and reserved just for you. Watch your email for updates!

39 Where is my pre-order?

Since our items are made to order, occasionally there are production delays. We do our best to estimate shipping dates accurately—and deliver your pre-order promptly.

40 Do you accept larger orders?

Yes we do. And by the way: you’re choosing a very generous, eco-friendly corporate gift!

41 Do you give a discount on large orders?

It depends on the size of your order. Please email to discuss.

42 Which is better, Mars or Earth?

Earth, no question. Mars is cold and dusty, plus we’d miss grass, butterflies and our dogs.

43 I think my package has been lost. Help!

Oh no! Please send an email to and we’ll do our best to help you find it. Do understand, though, that once your package is in the hands of the shipping carrier, it’s their responsibility to deliver it to you. You can contact them using the tracking number you received with your order confirmation.

44 Do you ship internationally?

Yes, we ship to most countries. If we run into any issues, we’ll email you.

We use FedEx International Shipping and allow you to choose Priority or Economy during checkout. Get more information on shipping here.

45 Can I change my order once it’s been placed?

Unfortunately not. As soon as you click Submit, your order is on its way, which keeps our shipping process speedy and efficient. You have the option to return your item within 14 days as long as it’s not personalized or final sale. Please note there’s a $10 return label fee, which will be deducted from your refund.

46 What is your return policy?

We stand by the quality of our products and hope you love your purchase. However, we do accept returns as long as the item is unused and in its original packaging. Used items are not eligible for return.

All items, excluding personalized products and those marked as final sale, may be returned within 14 days of receipt for a full refund. We charge a $10 fee for return labels. This fee will be deducted from the total refunded amount at the time the refund is processed.

If you prefer to make your own return label, please ship your return to:

von Holzhausen
2015 S. Acacia Court
Compton, California 90220

We recommend tracking the shipping as we cannot be responsible for any lost or stolen items.

Please note we reserve the right to refuse returns if any of the above requirements are not met. We’re unable to accept returns on international orders due to shipping/tariff fees and inconsistent transit times.

47 How long does it take to process returns?

Please allow up to one week from the date your merchandise is delivered back to us. We’ll process it, then you should receive a refund within three to ten business days (depending on your bank).

48 Can I exchange my purchase for something else?

Yes, as long as you request it within 14 days of receiving it. Please email to begin the process and note we charge a $10 fee for exchange labels.

The item must be unused and in its original packaging. Used items are not eligible for exchange.

Exchanges are considered final sale, which means no further returns or exchanges can be made.

49 I can’t even keep a plant alive. Can I still help the planet?

Oh yes. Just keep your carbon footprint low…and consider succulents.


51 My kid wants to win the school science fair. Any ideas?

Think beyond the baking-soda volcano. Find something your child is interested in (insects! astronomy! robotics!) and nerd out together. Start with joy and curiosity, then stick the landing with a creative presentation. That blue ribbon is all but guaranteed.

52 What is your affiliate program?

It’s a network of people who love our brand, products and mission. Affiliates receive a 10% commission on sales made through their personal link. If you’d like to grow with us and help spread the word, we’d love to collaborate. Please send a note to to get started.

53 What is Shop Pay / Affirm?

It’s a purchasing option that lets you pay for an item in four equal installments due every two weeks. There is zero interest and no extra fees as long as you pay on time.

If you choose this option at checkout, Shop Pay / Affirm will email you a payment schedule and send notifications so there are no surprises.

54 I want to use your materials to upholster seats on my private jet. Is that ridiculous?

Oh, the irony! All kidding aside, choosing our vegan leather over animal leather has a positive impact on the planet no matter where it’s used.

55 Can my order be gift-wrapped?

There’s no gift bag or bow, but every order comes wrapped in tissue paper and sealed with a sticker. We want it to feel special—even if you’re just treating yourself!