FAQ

Deliveries

<strong>What days does Leather Hero dispatch orders? </strong>

We dispatch Monday to Friday excluding NSW public holidays.  

<strong> What delivery options are available? </strong>

We offer:

  • Australia Post Parcel Post which is cheaper, slower and uninsured 
  • Australia Post Express Post which is more expensive, faster and uninsured 
  • Optional shipping insurance is offered during checkout and is recommended 

<strong> What are the delivery time frames for each delivery option? </strong>

Australia Post Parcel Post service includes a tracking number and commits to deliver your order within:

  • 2 – 5 days within NSW
  • 2 – 6 days for all other states
  • Up to 8 days for remote areas

Australia Post Express Post Extra Cover service includes a tracking number and commits to deliver your order within:

  • .the next business day if your address is within the Express Post delivery network* 
  • the fastest possible delivery time for other areas

*Includes all Australian capital cities and major centres except Darwin and Perth. See Australia Post website for further details at auspost.com.au/pac or call 13 POST (13 7678)

<strong> How can I track the delivery of my order? </strong>

To track the delivery of your order, visit  https://auspost.com.au/parcels-mail/track.html#/track

<strong>Who is responsible for my delivery choice and my products in transit?</strong>

Your order is at your risk from the time of shipping so we recommend that you choose an insured service. If you elect to have your order shipping uninsured, and your products are lost, stolen or damaged in transit or after confirmed delivery by Australia Post, you accept responsibility for any loss. If you are in a hurry, always choose Express Post Extra Cover to avoid disappointment. 

<strong>What is the cost of Parcel Post delivery within Australia?</strong>

We offer flat rate postage on Parcel Post delivery for online orders only (excludes orders placed via email or phone). Included:

  • $5 delivery charge when you spend up to $99.99 in one transaction 
  • FREE delivery when you spend $100 or more in one transaction 
  • You may choose to add insurance for your protection in case your order is lost or damaged in transit

<strong>Can my orders be combined?</strong>

Due to online automation, it is not possible to combine postage charges for orders placed separately.

<strong>What are my insurance options?</strong>

We recommend that you add insurance to your order during checkout. Shipping insurance covers you for losses incurred during transit such as loss or damage to your order. In such cases, we will resupply your order up to the insurance coverage amount. Included:

  • $1.50 insurance covers you for up to $100 worth of order replacement
  • $5 insurance covers you for up to $300 worth of order replacement
  • $7 insurance covers you for up to $500 worth of order replacement

<strong>What should I do if my delivery is late?</strong>

If your insured order has not been delivered after 7 days for Express Post and 14 days for Parcel Post, contact us so that a claim may be submitted with Australia Post. 

Allow up to 10 working days for Australia Post to conclude a search or to investigate your claims. Once confirmed, we will send a replacement order up to the value of your insurance.

Most orders are delivered in line with Australia Posts service commitments; safe and sound and on time. Occasionally, and particularly around peak seasons (Christmas, January sales, Valentine’s Day etc) services may become stained. Please bear in mind that we are not responsible for any failures on the part of the carrier and that all parties will do everything possible to rectify any problems impacting your delivery. 

<strong>What should I do if my insured products are damaged in transit?</strong>

If you purchased insurance with your order and your products are damaged in transit:

  • refuse to take delivery
  • the parcel will be returned to us
  • we will submit a claim with Australia Post 

We will send a replacement order up to the value of your insurance. In certain circumstances, we may wait for Australia Post to approve the claim before supplying you with a replacement order. 

If you take delivery before noticing the damage: 

  • take photographic evidence of the packaging and products
  • submit a claim to us including photographic evidence of the damaged 

<strong>What should I do if my uninsured products are lost or damaged in transit?</strong>

If you did not purchase insurance with your order and your products are damaged in transit or not received at all:

  • submit a claim to us including photographic evidence of the damaged product 
  • making no guarantees, we will attempt to achieve a discretionary settlement with Australia Post on your behalf.  Note that if we are successful, Australia Post will only cover postage costs and any further discretionary payment for lost or damaged product is capped at a maximum of $50. Australia Post requires 10 working days to review and decide any such claims.

<strong>Are there any delivery claim exclusions?</strong>

Regardless of insurance, you cannot claim for orders:

  • that show as ‘’Delivered’’ or ‘’Carded” on the Australia Post website
  • where you gave authorisation for the parcel to be left unattended at any location

Products

<strong>Are Leather Hero products safe to use?</strong>

You: Used correctly, our products are not hazardous. If you have high levels of sensitivity to cleaning products, pigments, glues or other household/hardware products, we recommend that you take extra precautions to manage your sensitivity or do not use Leather Hero products. 

 
The environment: Leather Hero and our manufacturing partners are focused on ever improving environmental sustainability. Our products wash up in water, are biodegradable and exclude the use of propellants. Our bottles and jars are recyclable and we minimise delivery packaging wherever possible.  


Your leather: Leather Hero products are specifically designed for safe use on leather. Each product is dedicated to sustaining the beauty and longevity of leather. Selected and used correctly, the products will not harm leather. Due to the vast array of leather types, grades and finishes in the marketplace, as a precaution, we recommend that you test for product suitability/compatibility for your specific leather before proceeding. Note that non-suitability/compatibility does not equate to a product fault or failure. 

<strong>Where are Leather Hero products made?</strong>

Leather Hero products are made in Australia. For some products, imported ingredients undergo a significant blending process in Australia to form a usable product. 

<strong>Can Leather Hero supply products in bulk volumes?</strong> <br>

On request, we can supply many products in bulk. If you require products in larger volumes than shown in the Leather Hero online store, let us know. 

<strong>Can Leather Hero supply other leather care products?</strong>

If you need a specialist leather product not listed in our online store, contact us. Whether it’s a leather degreaser, spew remover or dye, we can help. 

DIY Help

<strong>Can I use a general household cleaning products to clean my leather?</strong>

Please don’t! Many household products cause damage to leather. The Leather Hero range offers easy to use products that won’t harm your leather, break your back or your budget. 

<strong>How do I apply Leather Hero colours?</strong>

Our easy to use colour pigments are fine, self-levelling and designed to be applied in thin coats. Results are not thick and clumpy. They can be applied by hand by sponge, sponge brush, fine paintbrush (for detail areas such as piping) spray gun or airbrush. Depending on the degree of colour change, several coats may be required.

<strong>Will the colour match my leather perfectly straight from the bottle?</strong>

No, a perfect colour match straight from the bottle is highly unlikely. In almost every instance, you will need to mix others colours to a base colour to achieve a match. Tinters are available in 5ml and 10ml bottles (limited colours) for small touch-ups and in 50ml, 250ml and 1L (all 15 colours) for larger jobs. Whilst some colour mixes are easy, for example, white with a touch of black makes a shade of grey (usually blueish grey), others may require 5 or more colours to blend an exact match.

<strong>What if I buy the wrong colour in error?</strong>

If you buy the wrong colour and you would like to return it, do not open the bottle or use the product. Opened/used product is not returnable.

See Returns and Warranty section for returns policies and instructions.

<strong>Can I repair large holes with a Leather Hero Repair Kit?</strong>

Our repair kits are best suited to colour change projects, touch-ups and surface repairs such as scratches, scuffs and other shallow damage such as cracks. This is because the filler provided is a flexible surface filler. It is not suitable for repairing large or deep holes. 

<strong>Do I need to use a primer and top coat? </strong>

Yes. If you’ve decided to recolour, a primer will promote greater adhesion to the substrate and a top coat will seal and protect your colour coating. If these coatings are omitted, expect reduced durability from your colour coating. 

<strong>What grade of sand-paper is suitable for use on leather?</strong>

There are many different leathers so there’s no fixed answer to this question. We recommend 800 grit in most instances. Safe to say, you should use caution and be conservative when using sandpaper on leather.

<strong>How long should I wait before using my recoloured/repaired item?</strong>

Leather Hero products are water-based and therefore, air-drying. Allowing suitable curing time helps to promote greater durability. We recommend that you allow 48 hours for your project to properly dry before using it. New coatings will be completely cured in 14 days. Take extra care during the curing stage.

<strong>Can I force dry each layer of product with a hair dryer or heat gun?  </strong>

Yes, although care must be taken to ensure the leather and/or coatings are not burned in the process. Hold your heat source at least 30cm from the leather and watch for any sign of scorching or bubbling. Don’t rush things!

<strong>How do know which colour kit to buy?</strong>

First, identify the dominant base colour you require. If you are matching an existing colour, consider the main hue. Greens, blues, black, yellows, whites and reds should be reasonably easy to identify. Browns can range from light ‘stone’ all the way through to ‘dark chocolate’. If it’s a shade of brown, consider if it’s mostly white with a dash of brown ( stone) in which case you would buy a white kit. If it’s mostly brown with a hint of white (walnut) you would need a brown kit. Working with your base colour, you would then add small amounts of yellow, scarlet and black to mix your correct shade of brown.

Perhaps you need a shade in the brown family such as caramel, tan or russet. In this case, consider the Leather Hero shades of Ochre, Rust and Red Tan and decide which one is closest to your needs. Before you buy, consider which tints will render the right colour for your project. Colour (No.6) is available in 5ml & 10ml (limited colours) and all colours can be purchased in 50ml, 250ml and 1L sizes. No matter what colour you need, it can be created from our universal range (excludes fluoros and metallics ).

<strong>How do I mix colours?</strong>

Mixing your colour is an exciting stage in your leather project. There are a few ways to go about it.

What container to mix in

You may mix directly into your base colour bottle. Be sure that you have enough tints to achieve your desired colour before choosing this approach. Alternatively, you might choose to mix in an open vessel such as an old bowl, disposable plastic cup or an empty plastic bottle. This way, you can decide how much base colour to use.

How much tint to add

This depends on your desired outcome. Take your time and mix small amounts of tint at a time. When it comes to black, be extra cautious as has a potent impact.

Which tints to add

Consider the colour you require. If you are creating a bespoke colour, there really are no rules. Just go for it. Remember the basic primary to secondary colour rules:

Red + Blue + Purple

Yellow + Blue = Green

Yellow + Red = Orange

You can push or pull your colour in different directions by adding black to deepen, white to lighten, red and ochre to warm it up and blue to cool it down. The more tint you add the richer your colour becomes.

If you are matching an existing colour, see FAQ, How do I match a colour?

<strong>How do I mix a colour to match?</strong>

You don’t need to be a colour master to mix colours that match your project. Refer to the Directions For Use leaflet you received with your order. Here are our top tips for success colour matching: 

  • Start with the right base colour and tints
  • Add one drop at a time – especially when adding black
  • Test your colour in an inconspicuous place. If it’s not correct, clean it off and try again – even the pros do this!
  • Colours are lighter when wet and darker when dry so always dry off your test patch before proceeding
  • Mix enough colour to complete your job so that you don’t have to mix twice which can result in slightly different shades

<strong>How much colour will I need? </strong>

Although there are many variables, this table shows average quantity estimates and is intended as a guide only.

<strong>Can all leather problems be fixed?</strong>

The good news is that many leather mishaps can be successfully repaired, although the old adage ‘a stitch in time saves nine’ typically applies. 


Soiling is the most typical problem affecting leather furniture. Regular cleaning with professional grade leather care products keeps it looking and feeling great. It also helps it live longer! Fortunately, even neglected leather with built up and ground in dirt can be successfully cleaned. 


Small rips, holes, scratches and scuffs can usually be restored such that the repair site is completely blended in and becomes barely detectable. Missing patches can be replaced although the repair site may still be evident on closer inspection. Fading can be corrected with recolouring and stains can be successfully treated. Even ink can be removed and the colour restored. 

<strong>Can all vinyl problems be fixed?</strong>

It depends on the type of vinyl. Commercial and marine grade vinyls are often highly repairable. As long as the plasticisers are still present in the material and it’s still soft and flexible (as opposed to stiff and brittle), repairs are likely to be an option. In contrast, some other vinyls have particularly low repairability. As a lower-priced upholstery and fashion option, it is more realistically supplied as a disposable product. That means that large splits, delimitation and peeling may signal that the end is nigh. That’s not to say that vinyl cannot or shouldn’t be cleaned and conditioned regularly. After all, it’s maintenance that lets you get the best out of any product. Minor colour related problems can also be corrected. There’s nothing standing in the way of small recolouring projects like changing up a pair of vinyl shoes or some timely handbag touchups. 

<strong>Will the repair be visible?</strong>

Most minor repairs are usually not detectable. Larger problems may be repairable but the site of the repair may be evident, particularly up close. 

<strong>Is it expensive to restore leather?</strong>

Repairs generally cost far less than replacing the item. Typically you can remove unsightly damage to a leather couch for far less than the cost of replacing it. By using a Leather Hero Repair Kit, you can add hundreds, maybe thousands back to the value of your furniture or car by restoring the upholstery. 

<strong>When can I use my repaired item?</strong>

Leather Hero products are water based and therefore, air drying. Although they will usually be dry within 30 minutes, it is best to give your repaired leather 24 -48 hours to fully cure before using it again.

<strong> Can ink stains be removed from leather?</strong>

Whilst ink is a particularly persistent stain, Leather Hero Ink Stick is specifically designed to lift ink pigments from leather. Best results are achieved when the ink is fresh. Remember to do a colourfast test on an inconspicuous area first. If not colourfast, recolouring may be necessary. If the stain is set-in, remove as much ink as possible then recolour the area. 

<strong>Can pet scratches be removed from leather?</strong>

How frustrating are pet scratches? The good news is that, in most cases on genuine leather, they can be successfully repaired. In a nutshell, it’s a simple process of:

  • trimming, sanding or glueing any larger loose tags of leather
  • filling the pits with Leather Hero Fill No 5 (Build up in thin layers if needed)
  • sanding the area smooth
  • recolouring to match

You’ll be amazed at the results and so pleased you decided to do it.

<strong>Can cigarette burns be removed from leather?</strong>

Small holes in leather, such as cigarette burns, can be restored. 

<strong>Can the colour of my lounge be changed to a completely new colour?</strong>

With Leather Hero pigments, you can let your imagination go wild. With a quality leather lounge in reasonable condition, the right products, a spare weekend and a steady approach, you can update the colour of your lounge.

 

<strong>Can soiled suede and nubuck leather be cleaned?</strong>

Yes. Our nubuck and suede products are specifically designed to safely clean and nourish these beautiful unfinished leathers.  Although stains that have penetrated into the leather may be permanent, their appearance can be minimised with cleaning and conditioning.

<strong>How long will the repair last?</strong>

It depends on a few factors; good preparation, the location of the repair on the piece, the extent of the damage before the repair, the grade and condition of the leather and how it’s used and cared for after the repair. Leather Hero products are manufactured to the highest industry standard. They are based on the same state of the art technology now used within the leather tanning industry. This means that optimum results are enabled every time.