The brand
Who are we ?
Craie Studio is a French brand of leather goods and fashion accessories that vertically and responsibly manufactures quality products in its manufacturing workshop based in Casablanca, Morocco.
Who is behind Craie Studio’s creations?
We are Camille and Sébastien, the creators of the brand and Loving Artists. Passionate, creative and in love with our beautiful planet, we place know-how, modularity and ecological commitment at the heart of our collections. We strive to offer another vision of fashion, more responsible, more qualitative and at a fair price. As designers, we consider it our responsibility to offer and make conscientious fashion accessible so that customers can consume better.
Where are Craie Studio products made?
Our collections are made from A to Z in our manufacturing workshop based in Casablanca. This allows us to create collections without limits, to do and undo until we obtain the perfect model, to be very reactive, to control our production and to guarantee very good, lasting manufacturing quality.
We are lucky to produce everything on site and to have no intermediaries. Since the start of the brand in 2012, we have been supported by a wonderful team of leather craftsmen, which continues to grow every day, thanks to your trust. They make with love and true artisanal know-how the pretty pieces that will join your wardrobe and which will accompany you for a long time.
Where can you find us?
Craie Studio is celebrating its 11th anniversary this year and is distributed in around 250 points of sale around the world. You can find us in very nice addresses like the Galeries Lafayette, Sarenza, Smallable, L’Exception stores, and many others!
Find our points of sale
In France :
https://craiestudio.com/pages/points-de-ventes
abroad :
https://craiestudio.com/pages/revendeurs-monde
online :
https://craiestudio.com/pages/vente-en-ligne
Order tracking and delivery
How do I create/access my account on Craie Studio?
To create or access your account on Craie Studio, nothing could be simpler!
All you have to do is access the craiestudio.com website, click on the “Login” button, the little guy at the top right of the home page.
Next, enter your email address to receive a 6-digit login code by email.
No need for a password anymore, each time you log in with your email address you will receive a unique 6-digit code to log in securely.
Once you are connected to your Craie Studio customer account, you can access all the features: summary of your orders, addresses, returns, etc.
Can we pay in several installments?
On the Craie Studio website, we offer payment in installments free of charge with PayPal. You will be able to select this option during the payment process.
Can I change/add a delivery address?
It is possible to change or add a new delivery address.
To do this, simply log in to your Craie Studio customer account, go to the “account” tab located in the bar at the top of the page, then select “account information”. You will see all the information relating to your account appear as well as your pre-recorded addresses. Click on the “+” to the left of the addresses to create a new address.
Is it possible to cancel my order?
Are you changing your mind? We invite you to contact us as soon as possible at hello@craiestudio.com . Depending on the status of your order we will inform you of what is possible to do. Our logistics team is generally quite responsive when preparing orders; if your order is already ready, it will be impossible to cancel it.
How can I follow the progress of my order?
Once your order has been placed on the craiestudio.com website, you can follow its progress by following the following steps:
- Log in to your customer account and navigate to the “Orders” section.
- You will then see an order details page, which will indicate 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 follow the progress of the delivery.
Our logistics team is quite responsive and the typical processing time during normal busy periods is the same day or the next day.
During busy periods, processing and shipping times may be extended.
For any questions, our team is at your disposal at hello@craiestudio.com
What are the shipping fees ?
Depending on the country you are in, delivery costs may vary. We advise you to validate your basket, so the actual shipping costs of your order will automatically appear depending on the carrier selected and the packaging of your order.
For orders in France you have the possibility to choose the carrier that suits you:
- DPD: the cheapest, delivery to a relay point possible.
- La Poste: Colissimo standard or Expert against signature.
- Chronopost: the fastest.
For international, we work with:
- Colissimo International: for Europe and the French Overseas Territories
- UPS: dedicated to large exports.
Do I have to pay taxes and customs fees?
For orders in France and the EU, taxes are included in the price of the products. For any order, no fees will be charged to you by the carrier upon delivery.
In the event of a return, product taxes will be automatically refunded to you at the same time as your order.
For orders outside France and the EU, taxes are not included in the amount you pay when shopping on our site. The carrier may ask you to pay the amount of VAT for your country as well as customs fees at the time of delivery.
In the event of a return, we cannot refund the costs paid at the time of delivery.
My package seems lost or stolen, what should I do?
If your package is not delivered to you and on tracking it appears lost or stolen, we invite you to contact our customer service by e-mail at hello@craiestudio .com . Do not hesitate to specify your order number for rapid processing of your request!
Our logistics team will contact the carrier to check the status of your shipment and, if necessary, initiate the necessary procedures.
My package was not delivered to a relay point, what should I do?
If the relay point selected when placing your order is not available for various reasons (overloaded or exceptionally closed), the carrier in charge of your shipment will be forced to change relay point to drop off your order there.
Unfortunately, we cannot change the relay point if the carrier changes it.
If you cannot collect it, the package will be automatically returned to us within approximately 7 working days. We will contact you as soon as we receive it to see if you prefer a reshipment of your package or a refund.
My package has not been delivered to me, could you help me?
If your package has not been delivered and the tracking information is not clear, we invite you to contact our team at hello@craie studio .com .
We will take the necessary steps to have your order delivered to you.
Returns and Refunds
How to make a return ?
If you wish to request a return on an order you placed on craiestudio.com you can follow the following steps:
- Log in to your Craie Studio account and navigate to the “Orders” section.
- Find the order you want to request a return for and click on it to go to the order details page.
- Look for the “Create a Return” or “Request a Return” option on the order details page. This option can be found in the possible actions section of the order or in the delivery information section.
- Follow the instructions to complete the returns 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 completing the form, submit your return request by clicking on the corresponding button. You will then receive an email confirming receipt of your return request.
You will be able to follow the status of your return request in the "Returns" section of your Craie Studio account.
The return of merchandise is at your expense, whether for a refund or an exchange.
For any questions, our team is at your disposal at hello@craiestudio .com .
Can I request an exchange?
We advocate reasoned production, in order to avoid any overproduction and waste. As a result, all our collections are offered in limited editions, with stocks that vary every day. Unfortunately, this does not allow us to block coins in order to make a standard exchange.
It is for this reason that for exchanges, we invite you to return the part by making a return request and to reorder on our site craiestudio.com.
However, in order not to make you pay shipping costs again, we will offer you the shipping costs on your new order using a promotional code which will be communicated to you by e-mail.
To do this, we invite you to contact our team at hello@craiestudio.com .
What is the repayment period?
Our logistics team does its best to process returns as quickly as possible, however processing can take up to 14 working days after receipt of your return package.
As soon as your return is verified and processed by our logistics department, we will reimburse the product(s). You will receive an email to notify you when the refund has been made. Allow between 24 and 72 hours after receiving the email for the refund to appear in your bank account.
The refund of an order paid with an e-gift card will be automatically made with a credit available on your account. You can find the breakdown of your assets in your Craie Studio customer area.
Products & maintenance
How to put the Maths bag in a backpack?
Our Maths bags have been created to adapt to your daily desires. They are reversible and modular, which allows you to carry them by hand, on the shoulder, across the body or even as a backpack.
Our tip for modulating your Maths in a backpack? Simply slide the shoulder strap and handle into the Craie ring to form stylish straps.
How do I buy the right size slipper for my little Love?
To choose the most suitable size, we advise you to measure your little love's feet and refer 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
How do I maintain my Craie pieces?
To take care of your Craie models is essential so that they remain beautiful over the years. Here are some simple tips that will make the difference!
- waterproof the leather with suitable products, do not hesitate to ask your shoemaker for advice.
- remember to regularly nourish the leather with a leather milk.
- prefer dry cleaning at the dry cleaner's for your canvas and leather bags, avoid putting them in the washing machine, leather doesn't like water!
- store them to protect them from light and humidity when you are not wearing them
What should I do if I have a problem with my item?
If, despite all our quality controls, the part you have just received presents a defect upon receipt of the package or in the days following its use, we invite you to send an email with your order number as well as photos to hello@craiestudio.com .
Our team will be able to offer you a solution, whether it is a repair if possible, or an exchange if necessary.
What should I do if I lose one of my buckles on my Maths bag?
Our Maths bags open and close using a pressure system mounted on the bag and on small leather buckles. It happens that some customers lose the little leather buckles, don't worry, we have everything planned!
You can order a pair of replacement buckles on our site:
https://craiestudio.com/products/boucles-pression?_pos=1&_sid=74c4c187e&_ss=r
The buckles are located under the leather straps, so if the color is not exactly the same as your bag, it will not be visible.
Also, a little tip, we advise you to use the pressure system to open and close the bag and not to detach them at the risk of losing them!
