Questions & Answers
Craie Studio is a French brand of leather goods and fashion accessories that vertically and responsibly manufactures quality products in its workshop based in Casablanca, Morocco.
We are Camille and Sébastien, the creators of the brand and "Artists in Love." Passionate, creative, and in love with our beautiful planet, we place savoir-faire, modularity, and ecological commitment at the heart of our collections. We strive to offer a different vision of fashion—more responsible, higher quality, and at a fair price. As designers, we believe it is our responsibility to offer and make conscientious fashion accessible so that customers can consume better.
Our collections are made from start to finish in our manufacturing workshop based in Casablanca. This allows us to create collections without limits, to make and unmake until we achieve the perfect model, to be very responsive, to control our production, and to guarantee excellent, durable manufacturing quality.
We are fortunate to produce everything on-site and to have no intermediaries. Since the brand's inception in 2012, we have been supported by a lovely team of leather artisans, which continues to grow every day thanks to your trust. They lovingly craft, with genuine artisanal expertise, the beautiful pieces that will join your wardrobes and accompany you for a long time.
Craie Studio celebrates its 13th anniversary this year and is distributed in approximately 300 points of sale worldwide. You can find us in beautiful locations such as Galeries Lafayette, Sarenza, Smallable, L’Exception, and many others!
To find out about Craie Studio partner points of sale near you, write to us at hello@craiestudio.com.
To create or access your Craie Studio account, nothing could be simpler!
Simply go to the craiestudio.com website and click on the "Login" button, the little person icon at the top right of the homepage.
Then, enter your email address to receive a 6-digit login code by email.
No more passwords needed; each time you log in with your email address, you will receive a unique 6-digit code to connect securely.
Once you are logged into your Craie Studio customer account, you can access all features: order summary, addresses, returns, etc.
You can change or add a new delivery address.
To do this, simply log in to your Craie Studio customer account, go to the "Account" tab in the top bar of the page, then select "Account Information." You will see all your account information as well as your pre-saved addresses. Click on the "+" to the left of the addresses to create a new address.
Pay in 4 is available via PayPal. This option is offered directly by PayPal according to their own eligibility criteria. Craie Studio has no control over this decision. To find out if you are eligible, select "Pay with PayPal" at checkout, log in to your account, and check if the installment payment option appears.
Changed your mind? Please contact us as soon as possible at hello@craiestudio.com. Depending on the status of your order, we will inform you about what can be done. Our logistics team is generally quite responsive in preparing orders; if your order is already ready, it will be impossible to cancel it.
Once you have placed your order on craiestudio.com, you can track its progress by following these steps:
- Log in to your customer account and go to the "Orders" section.
- You will then see an order details page, which will show the current status of the order.
- If the order has been shipped, you should see a shipping date and a tracking number.
- If a tracking number is available, you can click on it to be redirected to the carrier's website and track the delivery progress.
Our logistics team is quite responsive, and the typical processing time during normal peak periods is the same day or the next day.
During high peak periods, processing and shipping times may be extended.
For any questions, our team is available at hello@craiestudio.com
Depending on the country you are in, delivery fees may vary. We recommend that you validate your cart, and the actual shipping costs for your order will automatically appear based on the selected carrier and your order's packaging.
For orders within France, you can choose the carrier that suits you best:
- DPD: the cheapest, with the option of delivery to a pickup point.
- La Poste: Standard Colissimo or Expert with signature.
- Chronopost: the fastest.
For international orders, we work with:
- Colissimo International: for Europe and French overseas departments and territories (DOM TOM)
- UPS: dedicated to long-haul international shipping.
For orders within France and the EU, taxes are included in the product prices. For all orders, no fees will be requested by the carrier upon delivery.
In the event of a return, product taxes will be automatically refunded to you along with your order.
For orders outside France and the EU, taxes are not included in the amount you pay at checkout on our website. The carrier may ask you to pay the VAT amount for your country as well as customs fees upon delivery.
In the event of a return, we cannot refund the fees paid at the time of delivery.
If your package is not delivered and the tracking shows it as lost or stolen, please contact our customer service by email athello@craiestudio.com. Don't hesitate to specify your order number for quick processing of your request!
Our logistics team will contact the carrier to check the status of your shipment and, if necessary, initiate the required procedures.
If the relay point selected during your order is unavailable for various reasons (overloaded or exceptionally closed), the carrier in charge of your shipment will be forced to change the relay point to drop off your order.
Unfortunately, we cannot modify the relay point if the carrier changes it.
If you cannot collect it, the package will automatically be returned to us within approximately 7 working days. We will contact you upon receipt to see if you prefer a reshipment of your package or a refund.
If your package has not been delivered and the tracking information is unclear, please contact our team at hello@craiestudio.com.
We will take the necessary steps to ensure your order is delivered.
If you wish to request a return for an order you placed on craiestudio.com, please follow these steps:
- Log in to your Craie Studio account and go to the "Orders" section.
- Find the order for which you wish to request a return and click on it to access the order details page.
- Look for the "Create a Return" or "Request a Return" option on the order details page. This option may be located in the section of possible order actions or in the delivery information section.
- Follow the instructions to fill out the return request form. You will need to provide information about the items you wish to return, as well as the reason for your return request.
- After filling out the form, submit your return request by clicking the corresponding button. You will then receive an email confirming the receipt of your return request.
You can track the status of your return request in the "Returns" section of your Craie Studio account.
Return shipping costs are at your expense, whether for a refund or an exchange.
For any questions, our team is available at hello@craiestudio.com.
We advocate for mindful production to avoid overproduction and waste. Therefore, all our collections are offered in limited editions, with stock levels varying daily. Unfortunately, this means we cannot reserve items for a standard exchange.
For this reason, for exchanges, we invite you to return the item by submitting a return request and to place a new order on our website craiestudio.com.
Also, our photos are non-contractual; there may be differences between product photos and actual production. This does not affect the quality of our products and will not be grounds for a complimentary return.
Nevertheless, to avoid charging you new shipping fees, we will offer you free shipping on your new order using a promotional code that will be sent to you by email.
To do this, we invite you to contact our team at hello@craiestudio.com.
Our logistics team does its best to process returns as quickly as possible; however, processing can take up to 14 business days after your return package is successfully received.
As soon as your return is verified and processed by our logistics department, we will issue a refund for the product(s). You will receive an email notification once the refund has been processed. Please allow 24 to 72 hours after receiving the email for the refund to appear in your bank account.
Refunds for orders paid with an e-gift card will automatically be issued as a credit available in your account. You can find the breakdown of your credits in your Craie Studio customer area.
Our Maths bags were designed to adapt to your everyday desires. They are reversible and modular, allowing you to wear them by hand, on the shoulder, as a crossbody, or even as a backpack.
Our trick for converting your Maths into a backpack? Simply slide the shoulder strap and handle into the Craie ring to form elegant straps.
To choose the most suitable shoe size, we recommend measuring your little one's feet and referring to the size chart below:
- 0-6 months = Size 17 = 10.1 cm
- 6-12 months = Size 19 = 11.5 cm
- 12-18 months = Size 21 = 12.8 cm
- 18-24 months = Size 23= 14.1 cm
- 2-3 years = Size 25= 15.4 cm
Caring for your Craie items is essential to ensure they remain beautiful over the years. Here are some simple tips that will make a difference!
- waterproof the leather with suitable products; do not hesitate to ask your cobbler for advice.
- remember to regularly nourish the leather with a leather milk.
- opt for dry cleaning for your canvas and leather bags; avoid machine washing, as leather does not like water!
- store them to protect them from light and humidity when you are not wearing them
If, despite all our quality controls, the item you just received has a defect upon delivery or within a few days of use, please send an email with your order number and photos to hello@craiestudio.com.
Our team will be able to offer you a solution, either a repair if possible, or an exchange if not.
Our Maths bags open and close with a snap system mounted on the bag and on small leather loops. Some customers occasionally lose the small leather loops, but don't worry, we've thought of everything!
You can order a pair of replacement loops on our website:
https://craiestudio.com/products/boucles-pression
The loops are located under the leather straps, so if the color is not exactly the same as your bag, it won't be noticeable.
Also, a little tip: we recommend using the snap system to open and close the bag and not detaching them, as you risk losing them!