Frequently Asked Questions

Do you have questions about Free 2 Fly products? Check below for some of our frequently asked questions. Don't see what you are looking for? Contact us at


What is ProTuff and Faux Brandy Leather?

ProTuff is a thick, durable utility fabric that is waterproof and easy to clean. It is similar to the fabric used on outdoor furniture. The particular ProTuff we use is a neutral tan color.

Faux Brandy is a light weight, durable synthetic leather. The coloring of Faux Brandy is in comparison to our Cognac genuine leather.   

Why does my leather have lighter/darker sports, scratches or branding?

Our products are hand made with genuine leather. Genuine leathers can come from distressed hides that will have some imperfections such as scratches, brands and/or small dark spots and color variation. We try to minimize the appearance of the hide imperfections on your purchase, however genuine leather hides will come with some imperfections and cannot be cut out from the rest of the hide. 

Overtime leather can get dirty from your body's sweat and oils, sitting in the car, stoller, buggy etc. Your leather can also get very dry when in the sun often.  We recommend that you condition your bag every 2-3 months to extend the life of your bag. We offer conditioning services in store or you can purchase our condition to do it yourself. 

What is the best way to care for my Free2Fly bag?

To protect your bag and elongate its use, we recommend that you spray the fabric on your bag with Scotchgard approximately once a month and/or condition the genuine leather. Here at Free 2 Fly we will clean and condition your genuine leather bag for $10.00. For us to condition your bag we would need you to leave your bag with us for at least 3 days to give it time to be cleaned and conditioned and time to dry before being used again. 

If you want to condition your bag yourself or you are not local  you can purchase our leather cleaning conditioner here and we will provide instructions on how to properly condition and care for your bag. 

What do I do if my Free2Fly product breaks (jewelry, bags, etc.) ?

Although we strive to use durable hardware on all our products, sometimes things just break. Because of this, we encourage our customers to bring in any of their Free 2 Fly products and allow us to determine if the defect is a manufacturer error, natural wear and tear or other issue. We will make every effort to repair Free 2 Fly products that break within 1 year from the date of purchase. If a product is needing to be re-made please contact us at or 423-458-1614 Ext. 102.

Local customers can drop their product off at our storefront and any customer needing to ship their product will have to pay for shipping (unless defect is is due to a manufacturing isseu). Free 2 Fly is located at 283 North Ocoee Street Cleveland TN 37311.

What do I do if I lose one of my Free2Fly earrings in a set?

If you lose just one of your earrings in a set, you may either bring the matching earring to our store or send us a picture via email/Instagram/FB. As long a we still carry the leather/floss color, we will make you a new one to match!

However, this service is not free so you will only have to pay for the one earring.

P.S. Make sure to wear the backs to all of your earrings!

What is the average turnaround time to receive my Free2Fly products?

All “Ready to Ship” products will be shipped 1-2 business days from date of purchase.

All “Made to Order” products will ship within 2-3 weeks from date of purchase. Please note that the turn around time only includes business days. Any holiday dates we are closed and weekends will not count towards the turn around time.

Turn around time for Christmas can be longer due to an influx of orders, therefore we will have a stated cut off date for MTO by Christmas. Order and Plan accordingly.

How can I receive my Free 2 Fly Products?

We offer in store pick up and shipping! 

Shipping charges are curated by weight and size of the package and range from $3.50-$12.00. Shipping can be paid upon checkout in-store or online. 

You can contact the storefront at 423-458-1614 or email if you need to change your order from shipping to in store pickup.

You can contact the storefront at 423-458-1614 or email if you need to change your order from in store pickup to shipping.

If you are changing from in store pickup to shipping you will have to pay the shipping invoice sent to your email before your order will be shipped.

What is "Ready to Ship"?

Ready to ship products are readily available in our storefront and can be purchased online or in store. These items will ship or be ready in for pick up 1-2 days after the order date. 

You will be notified via email, text, or call when your item is ready for pick up.

You will receive a shipping notification and tracking when your order has shipped. 

What's is "Made to Order"?

Made to order purchases have to be made and are not available in the storefront. 

All orders that are made to order will be made based on order date. All orders will ship or be ready for pick up within 3.5 weeks of the order date.

You will be notified via email, text, or call when your item is ready for pick up.

You will receive a shipping notification and tracking when your order has shipped. 

How do returns and exchanges work?

Please visit our return and exchange page for information regarding your purchases here 

Do you offer wholesale accounts?

We do! We would be happy to talk more with you about a partnership! Please email if you are interested in a wholesale account with us. 

What are your Afterpay Terms

Purchase must be $35.00 or more to qualify for Afterpay.

Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

For more questions regarding Afterpay visit our Afterpay page here.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website for a comprehensive list of FAQsTermsInstallment Agreement as well as Afterpay’s Privacy Policy which can be found at

If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

Return and Exchange Policy

*Due to the nature of handmade products we do not offer cash or card refunds, but items can be exchanged or returned for store credit or other products.

We will accept returns or exchanges for unused and unworn products for up to 30 days after your in store or online purchase. You must have the Order name or number in order to return or exchange.

We will not accept exchanges or returns for any products bought "Made to Order".

All returns will be for in store credit ONLY.We cannot refund cash or card payments so if you choose to return without exchanging that day you will receive store credit.

Customers that are not able to come into the storefront will have to pay for the shipping cost of their return or exchange. 

We will NOT accept returns and exchanges for vendor products purchased in our store, however we can get you in touch with the vendor. 

We will NOT accept returns and exchanges for any products purchased on sale or clearance; these are marked as final sale.  If you are returning a product that was ordered and shipped to you, you are responsible for paying for shipping to return back to us. If you are not local, to start the return process, please inquire through emailing us at

If you are returning a product paid through Afterpay, please read through a further explanation on our Afterpay FAQ page

Life of A Bag Q&A and Policies

Due to the way each person uses and cares for their bag we have determined the "life of a bag" to be 1 year.

To get the most life out of your genuine leather bag we suggest conditioning your bag every 6 months! We can condition your bag in store or you can purchase conditioner here

Life of a bag policies:

Any Free 2 Fly bag that breaks within 6 months of purchase will be remade free of charge. 

Any Free 2 Fly bag that breaks within 7 - 12 months of purchase will receive store credit for half the purchase price and if possible a short-term fix can be made. 

Any Free 2 Fly bag that breaks after 1 year from the purchase date we will do our best to do a short term fix, but we can not guarantee a permanent fix to extend the life of the bag.


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