FAQ

PRODUCT

- What type of leather do you use?

We use Rich and luxurious 100% Leather. We only use the finest Full-Grain Leathers as these are the most durable and hard-wearing types of leathers you could possibly buy.

- Are your leathers a by-product of the food industry?

Yes, we do not accept animal cruelty in the production of our products, and we always go to high lengths to ensure that our leathers are sourced from responsible tanneries.

- Is your wool 100% Wool felt?

Yes, we only use 100% Wool Felt.

- Do you offer gift wrapping?

Yes, we offer gift wrapping and our orders are generally speaking gift-ready.

- Can I customise my products?

Yes, we can personalise your order with laser engraving and other debossings for an additional cost.

- How long do customised products take to dispatch?

We aim to dispatch customised products same-day, however depending on the complexity of your order and the volume of orders needed to fulfil we may take a couple extra days.

- Is the product I see the same I will get?

Absolutely, we try to make justice to our designs by photographing them and representing them as accurately as possible. We also quality check all our products before shipping to ensure that what you see and what we make is up to standards.

- Could there be any colour differences with what I see on screen?

There could be small differences in colours depending on your screen resolution, brightness and other factors. However we take extra care to ensure that there are no colour variations and that what you receive is the most accurate product we could possibly make.

- Are your products free from defects?

Yes, although we go to great lengths to ensure our products are free from craftsmanship and materials defects, our products are handmade and we work with natural materials, so in the unlikely event that your product shows small blemishes, variations or imperfections, these are not to be deemed as defects but rather as a statement of natural craftsmanship.

 DELIVERY

- Are all orders tracked? 

Yes, you can easily find your tracking number in the shipping confirmation email and be redirected to the courier’s website to find out where your order is.

- Do you ship worldwide?

Yes, we ship worldwide!

- Do I pay for delivery charges?

Standard tracked delivery with UPS is free on orders over £125 in the UK, €150 in the EU and $175 in the USA (see our Delivery Information page for other countries). Below that, shipping is calculated at checkout. Express upgrades are available at checkout.

- Do you always ship all orders using the same courier?

Yes, we currently ship all orders with UPS. You can track your order at any time from your shipping confirmation email.

- Do you offer express delivery services?

Yes, express delivery ranges from 1-3 days and is calculated at checkout.

- How long do you take to prepare and dispatch an order?

We prepare and dispatch orders within 1 working day and in most cases same-day.

- Do I pay customs or import taxes on UK orders?

No. No customs, duties or import taxes are to be paid upon delivery, as the goods are imported by us.

- Do I pay customs or import taxes on EU orders?

No. No customs, duties or import taxes are to be paid upon delivery, as the goods are sent from within the EU, from Spain.

- Are there any import duties for the USA deliveries?

No. Orders to the USA ship with all import duties and tariffs covered and paid by us, so there is nothing more to pay on delivery. The price you see at checkout is the final price.

- Why are you charging me duties and taxes at checkout for my order?

We charge import taxes to certain countries in the world to speed up delivery and to avoid surprises or higher than normal customs bills for our customers.

- Why are there certain countries where you charge import taxes before the product is sent?

Products are delivered faster to certain countries in the world when the products are sent with all taxes paid before hand.

If you wish to place a new order with us, we will charge you the duties at checkout together with your product so there won’t be customs payments upon delivery, and your order will be delivered a lot faster.

- What happens if I’m not at home when my order is supposed to arrive?

Don’t worry, delivery drivers will usually leave you a note with instructions to easily call them back and arrange for them to come back at another time. This is always free of charge and they oftentimes give you a few delivery attempts.

- What happens if my order says it has been delivered when it hasn’t? 

Sometimes delivery drivers leave packages at random places like your front door, hidden somewhere behind a bush, with a neighbour or if none of those options are safe then they may mark your order as delivered and come back during the day. More often than not, they will leave you a note for you to call and arrange for another delivery attempt when it suits you best.

- Can I change my order?

Yes, changing your order is possible before it has been dispatched. Please email us immediately through our contacts page.

Once your order is dispatched and in transit it’s impossible for us to retrieve it. You will have to place a new order and return that one through our returns portal once it arrives to you.

- How long will my order take to arrive?

This will vary depending on the service you select at checkout, a delivery window will be shown at checkout letting you know roughly how long will your order take to arrive.

- Why is my package taking longer than it should? 

Delays are rare and can unfortunately happen for a variety of reasons, including but not limited to bank holidays, weather conditions, random customs checks, amongst others.

- What happens if I refuse the delivery of my order? 

If you refuse the delivery of your order and it is returned to us, we may issue you with a partial refund discounting the costs associated to that delivery.

- Do you deliver to BFPO or PO boxes?

Unfortunately, we cannot to deliver to BFPO or PO boxes at this time.

RETURNS

- How many days do I have to return an item?

We offer a 60 days return policy for refunds and exchanges.

- Can I send you products for repairs after the warranty period has passed?

Yes, we are here to help, if you accidentally damaged your product or it developed a fault after years of use and wish for us to repair it, we will be happy to give it a go and help make it right again.

- Can I cancel my order?

Yes, you can cancel your order before it has been dispatched, once it’s been dispatched you will need to wait for your order to be delivered and then return it back to us.

- How do I return an item?

Returning an item is easy, simply go to our Returns Portal and start your return there, you will have lots of options to make it all smooth and easy.

- Do I need proof of purchase to send back a return?

We may occasionally ask for proof of purchase if we can’t find you in our system.

- Do you offer a collections service for my returns?

Yes, this can be requested through our returns portal, we will calculate how much it would be and send you an email with further information. 

- Do I have to pay for the returns?

Yes, the customer is responsible for the cost of returning an item unless we have in error sent out the wrong item, in which case we will reimburse the customer for the cost of returns.

- How do I get a refund?

Make a request through our Returns Portal, follow the instructions and send your product back to us, is very easy. Once we receive it, we will quality check it and if it’s all good we will issue you with your refund to the same payment method you used.

- How long does it take for a refund to reach my account?

A refund will reach your account within 5 business days after we have issued it, this time may vary depending on your bank or building society.

- Will I be notified when the refund is issued?

Yes, we will notify you by email or telephone when we have issued you with your refund.

- What happens if I send back a used item?

We do not accept returns of used items, and we will return it back to you at your own expense.

- What happens if I send an item back without prior authorisation?

We do not accept returns that have not been authorised by us, and will return it back to you at your own expense. Please see our Returns Procedure for further details on how to return an item.

- What happens if I send my return to a different address?

Please be sure to follow our instructions as we cannot accept returns and/or refund orders that have not been received at the correct address.

- What happens if I have a faulty item?

In the highly unlikely event that your goods develop a fault, you need to email us immediately. We will ask you for photos to further assess the issue and take it from there. Worry not, we will do our best to help and make things right.

- Do I pay delivery charges on faulty items?

No, after we approve the return, we will either send you a prepaid return label to ship the item back to us, or reimburse your cost of returning the item. 

WARRANTY

- How long is the warranty valid for?

The limited warranty is valid for 1 year starting from the date of receipt. Please note, any self-alterations/repairs and third party alterations/repairs may invalidate your warranty.

- What happens if my product develops a fault after the warranty period?

Please email us with pictures of the faults and we will do our very best to help out in any way that we can.

- Can I send you products for repairs after the warranty period has passed?

Yes, we are here to help, if you accidentally damaged your product or it developed a fault after years of use and wish for us to repair it, we will be happy to give it a go and help make it right again.

- What can you offer me with the warranty of my product?

We will assess the situation and at our discretion offer you a repair, a full or partial refund, an exchange or replace your item like-for-like, store credit or voucher, dependent in what is best in the circumstances.

- What is covered by the warranty?

Your warranty will cover any material or craftsmanship faults.

- What is not covered by the warranty?

Some of things not covered by our warranty include, but are not limited to: misuse or neglect, normal wear and tear, accidents, exposure to extreme conditions, acids, ink, oils, solvents, water or malicious damage.

- Do I pay for postage if I am returning something to you under my warranty?

No, we will either send you a prepaid returns label or reimburse your returns costs.

SALES & DISCOUNTS

- Does your store offer any coupons or promotions?

Yes! Sign up to our newsletters and receive a 10% off your first order and be the first to know about new releases, offers and cool stuff. We promise not to spam you.

- Are the prices shown the final total price of the product?

Yes, if you see a discounted price, that’s what you will pay.

- Can I use more than 1 discount code at a time?

Unfortunately our system only allows for the use of 1 discount code per order.

- Do you offer discounts for large or promotional orders?

Yes, please email us and we will be happy to draft you an offer.

CORPORATE & PROMOTIONAL ORDERS

- Do you offer discounts for corporate, large or promotional orders?

Yes, please email us with all your particulars and we will be happy to send you an offer.

- How long would it take to have an offer from you?

Depending on the complexity of your request, we may take anywhere from 1 hour to 1 business day to send you all the information.

- Are large or promotional orders customisable? 

Yes, we can add or remove details from our products, change colours or materials, add logos and even make new products from scratch following your specifications and drawings.

- Could I order some of your products with my logo or employee names? 

Yes, this is very common, please email us with your project and we will make sure it’s perfect for the occasion.

- Could I order products designed by me for a one off occasion?

Absolutely, send us your drawings or specs sheets and we can send you a proposal.

- Do you have a minimum order quantity? 

Not really, we accept orders of all sizes from small and big businesses across the globe.

- Do you only work with big corporations? 

No, we work with customers of all sizes, from luxury hotels and big tech giants to wedding planners, banks, solopreneurs, startups, HR departments, chefs, small marketing agencies and more.

- How long does it take to make large or promotional orders? 

Depending on the complexity of your order, we can take anywhere from 1 day to make your goods all the way to 4 weeks. It really depends on your order.