Are your products cruelty-free?
Our products are made from premium vegan leather and are free from animal-based adhesives to ensure all bags are cruelty-free and ethically produced from start to end.
What materials do you use to produce your bags?
We use only vegan leather (polyurethane) for the exterior of our bags and suedette or cotton for the interior linings. We have chosen to use polyurethane as it has reduced health risks and is more environmentally friendly than alternative synthetic materials.
What shall I do if I have received a faulty product?
We aim to resolve issues with faulty items as quickly as possible. As soon as you discover a fault, please contact our Customer Care team at firstname.lastname@example.org with:
- The order number
- The faulty item's name and product code
- A description of the fault
What forms of payment do you accept?
We accept Visa, MasterCard, and American Express credit cards or debit cards. Unfortunately, we cannot accept cheques, money orders or direct bank transfers.
Can I cancel or modify my order once it has been placed?
Please email us at email@example.com as soon as possible if you would like to cancel or modify your order. We aim to process orders as quickly as possible through our warehouse but we’ll do our best to process your request.
You can always return any unwanted items for an exchange or refund once you have received your order. Please see our Returns & Exchanges Policy.
How do I return or exchange a product?
You may return or exchange any unwanted items by informing us within 14-days of receiving your order that you wish to return or exchange a product by using our online Returns Form. Please see our Returns and Exchanges Policy for further information on how to return your product to us.
When will I be charged if I pre-order a product?
At the time you place a pre-order for any product on our website, you will be charged the full product price and any applicable shipping costs associated with your order.
When will my product arrive?
An estimated dispatch date is provided on the relevant product page at the time you place your pre-order. All pre-orders shall be dispatched on or around the estimated dispatch date and shall be shipped to pre-order customers immediately once the product is back in stock. You shall receive an updated email containing the tracking code for your shipment once dispatched.
Can I cancel a pre-order?
Yes, you can cancel a pre-order at any point after you have placed your order, up to and including 14 days after you have received the product.
If you wish to cancel a pre-order prior to receiving the product, please email us at firstname.lastname@example.org. We will confirm cancellation of the pre-order and process a full refund within 3-5 business days of the cancellation request.
When will my order be shipped?
All orders are dispatched within 48 hours. Orders placed after 12pm on Friday and over the weekend (including bank holidays) shall be dispatched the next working day. Please note that there can be delays during the holidays or other high-volume periods.
Can I track my order?
Yes, once your order has been dispatched you will receive an e-mail with a tracking number and details of the selected courier which allows you to track your package on their website. If you have not received your order confirmation from us please check your junk folder, otherwise please contact our Customer Care team at email@example.com and we will be happy to help.
Do you ship internationally?
Yes, we offer international shipping to Canada, the United States, Australia, Indonesia, Malaysia, Singapore, Thailand and the following countries in mainland Europe: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Jersey, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden and Switzerland. If you are located outside of the above countries and are particularly interested in a product, please contact us by emailing firstname.lastname@example.org.*
Please note that orders to Switzerland, Canada, the United States, Australia, Indonesia, Malaysia, Singapore and Thailand may take up to 15 working days to arrive.
*UNFORTUNATELY, DUE TO THE IMPACT OF COVID-19, INTERNATIONAL STANDARD SHIPPING IS CURRENTLY ONLY AVAILABLE TO USA AND COUNTRIES IN MAINLAND EUROPE. WE ARE MONITORING THE SITUATION CLOSELY AND WILL EXPAND INTERNATIONAL SHIPPING TO THE COUNTRIES LISTED ABOVE AS SOON AS POSSIBLE.
Do you ship to a PO Box?
Unfortunately we are unable to ship to a PO Box address.
What are the delivery costs?
We offer free shipping on all UK orders.
Orders to mainland Europe will be subject to a shipping fee of £8.00 with the exception of Norway and Switzerland which shall incur a shipping fee of £15.00.
Orders to the United States are subject to a shipping fee of £18.
Orders to Australia, Malaysia, Singapore and Thailand are subject to a shipping fee of £15.00.
Orders to Indonesia are subject to a shipping fee of £16.
Orders to Canada are subject to a shipping fee of £17.00.
Do you provide a free returns label?
We do not currently provide a free returns option. All returns will be subject to the charges of your chosen postal/courier provider. We advise that you return all unwanted items via Royal Mail to ensure safe delivery to our PO Box returns address.