FREQUENTLY ASKED QUESTIONS
Products
How do I use the leather care products?
Always test any protector, cleaner or conditioner product on a discreet area before applying it to the entire product. Every few months, apply a small amount to your microfiber cloth, working in circular motions. Allow the leather to air dry.
To clean, use a dry or slightly dampened (warm water is best) delicate microfiber cloth, to gently wipe away any marks. While cleaning, make sure that the item does not get to damp as that can effect the leather and stain the product with water marks.
We suggest to dampen the cloth first rather than the product. Always dry it off completely.
DOES JALI OFFER REPAIRS OR SPARE PARTS?
We’re currently working on launching a dedicated repair and parts service in the future. In the meantime, we’re happy to recommend trusted leather specialists across Australia who can provide quotes and help with maintenance.
wHAT IS THE BEST WAY TO STORE MY LEATHER PRODUCT?
At JALI we strive to offer quality handcrafted products constructed from only the finest materials. Our materials are among the best available worldwide. To ensure that you can maintain the 'like new' appearance of your JALI products, we recommend you follow a few simple practices:
- Store your JALI products in the care bags provided
- Never store them in plastic bags or the leather will sweat.
- Store in a place where air can circulate and away from direct sunlight.
- Store in a cool, dry place without any pressure being applied which could cause permanent indentations and deformations, which are not covered.
- Avoid overfilling your product as this may cause stretching and deformation in the leather/material.
Please be mindful that the use of hand sanitiser and other alcohol based products can have a damaging effect on your beautiful new purchases. Please use with caution.
Where are your products manufactured?
All items are thoughtfully designed in Australia and handcrafted in small batches by skilled artisans.
How much does shipping cost?
- We offer free standard shipping on all orders within Australia
Orders
Does Jali offer click and collect?
While we currently do not offer Click and Collect directly through our website, you can shop Jali products in person or arrange Click and Collect through one of our boutique partners. Simply purchase directly with them and collect your item at your convenience.
For more information about our stockist locations, feel free to contact us at contact@jali.com.au
Please note: Orders placed through jali.com.au are shipped directly and cannot be collected in person.
CAN I MODIFY MY DELIVERY ADDRESS AFTER PLACING AND ORDER?
If you have entered the incorrect delivery address at the time of processing your order, please contact us urgently email us at contact@jali.com.au ,and our customer care team will do their best to assist.
*Please note if you contact us outside of business hours, we will try and get back to you as quickly as we can, however we cannot guarantee our team will be able to action your enquiry before your order is processed.
Unfortunately, once an order has been picked and packed, we are unable to make any changes and JALI is not accountable for any errors made at the time of entering your address when placing an order.
When will I get my order?
- Express delivery within Australia: 1-4 business days.
- Standard delivery within Australia: 2-8 business days.
WHERE DO I FIND MY TAX INVOICE?
Your tax invoice can be accessed and downloaded at any time under the My Account section on our site.
Go to My Account > click order history > select order > print invoice.
If you opt to checkout as a guest, you will not be able to access your tax invoices this way. Please contact us for a copy of your tax invoice.
I HAVE NOT RECEIVED AN ORDER CONFIRMATION. WHAT SHOULD I DO?
Order confirmation emails are automatic.
If you have not received your order confirmation please:
- Allow up to 30 minutes for the email to arrive
- Search your junk or spam email folders
- Check you have been charged for the order
- Check that the email provided at checkout is correct
*If you can confirm you have not received your order confirmation email and you have been charged, please contact our customer care team at contact@jali.com.au to assist further.
Wholesale FAQs for Boutiques
Do you offer wholesale pricing for boutiques?
Yes! We love partnering with retailers and offer exclusive wholesale rates for approved stockists.
Is there a minimum order to become a stockist?
We have flexible minimums to support both new and established boutiques. Contact us to discuss options that suit your store.
How do I apply to stock your products?
You can submit a wholesale enquiry through our contact form. We'll get back to you quickly with next steps and pricing info.
What makes your products a good fit for boutiques?
Our pieces are crafted in small batches with premium materials, designed to stand out in curated retail spaces and elevate your product offering.
How long does it take to receive a wholesale order?
Most orders are processed and shipped within 2–5 business days. Timelines may vary slightly depending on the size of your order.
Do you provide product images or marketing materials?
Yes, we support our stockists with professional photos and content to help promote the products in-store and online.
Can I see the products in person before placing an order?
If you're located in Australia, we may be able to arrange a viewing or sample. Contact us to discuss your location.
Do you offer stockist exclusivity?
We consider regional exclusivity for committed partners. Let us know where you’re based, and we’ll be happy to talk further.
Do you offer exclusive products for boutiques?
We occasionally offer exclusive colours or styles for our stockists. Let’s chat about how we can support your boutique with something unique.
If you're unable to find the answer to your question listed on this page, please do not hesitate to get in touch with our Customer Care team at Contact@jali.com.au