PRODUIT
- Quel type de cuir utilisez-vous ?
Nous utilisons du cuir riche et luxueux à 100 %. Nous n'utilisons que les cuirs pleine fleur les plus fins, car ce sont les cuirs les plus durables et les plus résistants que vous puissiez acheter.
- Vos cuirs sont-ils des sous-produits de l'industrie alimentaire ?
Oui, nous n'acceptons pas la cruauté envers les animaux dans la fabrication de nos produits et nous nous efforçons toujours de nous assurer que nos cuirs proviennent de tanneries responsables.
- Votre laine est-elle 100 % feutre de laine ?
Oui, nous n'utilisons que du feutre 100 % laine.
- Offrez-vous un emballage cadeau ?
Oui, nous proposons un emballage cadeau et nos commandes sont généralement prêtes à être offertes.
- Puis-je personnaliser mes produits ?
Oui, nous pouvons personnaliser votre commande avec une gravure au laser et d'autres marquages, moyennant un coût supplémentaire.
- Quel est le délai d'expédition des produits personnalisés ?
Nous nous efforçons d'expédier les produits personnalisés le jour même. Toutefois, en fonction de la complexité de votre commande et du volume de commandes à traiter, il se peut que nous ayons besoin de quelques jours supplémentaires.
- Le produit que je vois est-il le même que celui que j'obtiendrai ?
Absolument, nous essayons de rendre justice à nos créations en les photographiant et en les représentant aussi fidèlement que possible. Nous contrôlons également la qualité de tous nos produits avant de les expédier afin de nous assurer que ce que vous voyez et ce que nous fabriquons est conforme aux normes.
- Peut-il y avoir des différences entre Couleur et ce que je vois à l'écran ?
Il peut y avoir de petites différences dans Couleurs en fonction de la résolution de votre écran, de la luminosité et d'autres facteurs. Cependant, nous prenons soin de nous assurer qu'il n'y a pas de variations Couleur et que ce que vous recevez est le produit le plus précis que nous puissions fabriquer.
- Vos produits sont-ils exempts de défauts ?
Oui, bien que nous fassions tout notre possible pour nous assurer que nos produits sont exempts de défauts de fabrication et de matériaux, nos produits sont fabriqués à la main et nous travaillons avec des matériaux naturels, de sorte que dans le cas improbable où votre produit présenterait de petits défauts, des variations ou des imperfections, ceux-ci ne doivent pas être considérés comme des défauts mais plutôt comme une déclaration de fabrication naturelle.
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?
We offer Free Tracked Worldwide Delivery on all our orders. Express upgrades are available at checkout.
- Do you always ship all orders using the same courier?
We normally use FedEx, DHL, The Post or UPS. Depending on your order’s volume or service selected by you at checkout we may occasionally use at our discretion a different courier (TNT for example) if that ends up being faster and better for you. But worry not, our orders are always easy to track through your email confirmation.
- 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.
- Are all standard orders free to the UK mainland?
Yes, absolutely. No customs, duties or import taxes are to be paid upon delivery, as the goods are imported by us.
- Are all standard orders free to the EU?
Yes, absolutely. 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?
There’s currently a duty-free threshold with no import duties or taxes of $800 in the USA and you may be able to order from us without incurring any import taxes. Kind disclaimer, please don’t take this as legal advise, as we take no responsibility for the accuracy of this statement due to the changing nature of each country’s regulatory authorities.
- 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.
COMMANDES D'ENTREPRISE ET COMMANDES PROMOTIONNELLES
- Offrez-vous des remises pour les commandes d'entreprise, les commandes importantes ou les commandes promotionnelles ?
Oui, veuillez nous envoyer un e-mail avec toutes vos coordonnées et nous nous ferons un plaisir de vous envoyer une offre.
- Combien de temps faut-il pour recevoir une offre de votre part ?
En fonction de la complexité de votre demande, il nous faut entre une heure et un jour ouvrable pour vous envoyer toutes les informations.
- Les commandes importantes ou promotionnelles peuvent-elles être personnalisées ?
Oui, nous pouvons ajouter ou supprimer des détails de nos produits, modifier Couleurou les matériaux, ajouter des logos et même créer de nouveaux produits à partir de zéro en suivant vos spécifications et vos dessins.
- Puis-je commander certains de vos produits avec mon logo ou le nom de mes employés ?
Oui, c'est très courant. Envoyez-nous un courriel avec votre projet et nous ferons en sorte qu'il soit parfait pour l'occasion.
- Puis-je commander des produits conçus par mes soins pour une occasion unique ?
Absolument, envoyez-nous vos dessins ou fiches techniques et nous vous enverrons une proposition.
- Existe-t-il une quantité minimale de commande ?
Pas vraiment, nous acceptons des commandes de toutes tailles de la part de petites et grandes entreprises à travers le monde.
- Travaillez-vous uniquement avec de grandes entreprises ?
Non, nous travaillons avec des clients de toutes tailles, des hôtels de luxe aux géants de la technologie, en passant par les organisateurs de mariage, les banques, les solopreneurs, les startups, les départements RH, les chefs cuisiniers, les petites agences de marketing et bien d'autres encore.
- Combien de temps faut-il pour réaliser des commandes importantes ou promotionnelles ?
En fonction de la complexité de votre commande, nous pouvons prendre entre 1 jour et 4 semaines pour fabriquer vos produits. Cela dépend vraiment de votre commande.
PRODUIT
- Quel type de cuir utilisez-vous ?
Nous utilisons du cuir riche et luxueux à 100 %. Nous n'utilisons que les cuirs pleine fleur les plus fins, car ce sont les cuirs les plus durables et les plus résistants que vous puissiez acheter.
- Vos cuirs sont-ils des sous-produits de l'industrie alimentaire ?
Oui, nous n'acceptons pas la cruauté envers les animaux dans la fabrication de nos produits et nous nous efforçons toujours de nous assurer que nos cuirs proviennent de tanneries responsables.
- Votre laine est-elle 100 % feutre de laine ?
Oui, nous n'utilisons que du feutre 100 % laine.
- Offrez-vous un emballage cadeau ?
Oui, nous proposons un emballage cadeau et nos commandes sont généralement prêtes à être offertes.
- Puis-je personnaliser mes produits ?
Oui, nous pouvons personnaliser votre commande avec une gravure au laser et d'autres marquages, moyennant un coût supplémentaire.
- Quel est le délai d'expédition des produits personnalisés ?
Nous nous efforçons d'expédier les produits personnalisés le jour même. Toutefois, en fonction de la complexité de votre commande et du volume de commandes à traiter, il se peut que nous ayons besoin de quelques jours supplémentaires.
- Le produit que je vois est-il le même que celui que j'obtiendrai ?
Absolument, nous essayons de rendre justice à nos créations en les photographiant et en les représentant aussi fidèlement que possible. Nous contrôlons également la qualité de tous nos produits avant de les expédier afin de nous assurer que ce que vous voyez et ce que nous fabriquons est conforme aux normes.
- Peut-il y avoir des différences entre Couleur et ce que je vois à l'écran ?
Il peut y avoir de petites différences dans Couleurs en fonction de la résolution de votre écran, de la luminosité et d'autres facteurs. Cependant, nous prenons soin de nous assurer qu'il n'y a pas de variations Couleur et que ce que vous recevez est le produit le plus précis que nous puissions fabriquer.
- Vos produits sont-ils exempts de défauts ?
Oui, bien que nous fassions tout notre possible pour nous assurer que nos produits sont exempts de défauts de fabrication et de matériaux, nos produits sont fabriqués à la main et nous travaillons avec des matériaux naturels, de sorte que dans le cas improbable où votre produit présenterait de petits défauts, des variations ou des imperfections, ceux-ci ne doivent pas être considérés comme des défauts mais plutôt comme une déclaration de fabrication naturelle.
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?
We offer Free Tracked Worldwide Delivery on all our orders. Express upgrades are available at checkout.
- Do you always ship all orders using the same courier?
We normally use FedEx, DHL, The Post or UPS. Depending on your order’s volume or service selected by you at checkout we may occasionally use at our discretion a different courier (TNT for example) if that ends up being faster and better for you. But worry not, our orders are always easy to track through your email confirmation.
- 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.
- Are all standard orders free to the UK mainland?
Yes, absolutely. No customs, duties or import taxes are to be paid upon delivery, as the goods are imported by us.
- Are all standard orders free to the EU?
Yes, absolutely. 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?
There’s currently a duty-free threshold with no import duties or taxes of $800 in the USA and you may be able to order from us without incurring any import taxes. Kind disclaimer, please don’t take this as legal advise, as we take no responsibility for the accuracy of this statement due to the changing nature of each country’s regulatory authorities.
- 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.
COMMANDES D'ENTREPRISE ET COMMANDES PROMOTIONNELLES
- Offrez-vous des remises pour les commandes d'entreprise, les commandes importantes ou les commandes promotionnelles ?
Oui, veuillez nous envoyer un e-mail avec toutes vos coordonnées et nous nous ferons un plaisir de vous envoyer une offre.
- Combien de temps faut-il pour recevoir une offre de votre part ?
En fonction de la complexité de votre demande, il nous faut entre une heure et un jour ouvrable pour vous envoyer toutes les informations.
- Les commandes importantes ou promotionnelles peuvent-elles être personnalisées ?
Oui, nous pouvons ajouter ou supprimer des détails de nos produits, modifier Couleurou les matériaux, ajouter des logos et même créer de nouveaux produits à partir de zéro en suivant vos spécifications et vos dessins.
- Puis-je commander certains de vos produits avec mon logo ou le nom de mes employés ?
Oui, c'est très courant. Envoyez-nous un courriel avec votre projet et nous ferons en sorte qu'il soit parfait pour l'occasion.
- Puis-je commander des produits conçus par mes soins pour une occasion unique ?
Absolument, envoyez-nous vos dessins ou fiches techniques et nous vous enverrons une proposition.
- Existe-t-il une quantité minimale de commande ?
Pas vraiment, nous acceptons des commandes de toutes tailles de la part de petites et grandes entreprises à travers le monde.
- Travaillez-vous uniquement avec de grandes entreprises ?
Non, nous travaillons avec des clients de toutes tailles, des hôtels de luxe aux géants de la technologie, en passant par les organisateurs de mariage, les banques, les solopreneurs, les startups, les départements RH, les chefs cuisiniers, les petites agences de marketing et bien d'autres encore.
- Combien de temps faut-il pour réaliser des commandes importantes ou promotionnelles ?
En fonction de la complexité de votre commande, nous pouvons prendre entre 1 jour et 4 semaines pour fabriquer vos produits. Cela dépend vraiment de votre commande.
