Returns

Gift sets and returns: all items within a gift set must be returned including any Gift Vouchers.

Promotional Gift Vouchers: If you buy a product that comes with a promotional Gift Voucher, and then return the product for a refund the Gift Voucher must also be returned unused.

 

Unwanted goods or goods to be exchanged:

If you have changed your mind and would like to return your order:

  • Please contact us within 14 days of receiving your purchases and we will send you a Returns form. You then have a further 14 days to send the goods back to us. Provided the items are returned in their original condition and sent back in suitable packaging, we will give you a refund for the cost of the item including a standard delivery charge.
  • If you wish to exchange your item, you can then place a new order for the item you wish to exchange your original order for.
  • Please enclose your Invoice and the Returns form explaining why you are returning/exchanging the item so that we can process it quickly for you.
  • We will not be able to provide a refund for any goods that appear to have been used, or that have been damaged in the post so please ensure you pack the bag carefully and place the strap inside the bag.
  • We strongly recommend using Royal Mail Recorded Delivery. Please always retain proof of posting (available free of cost at Post Office counters) when returning goods. Please note: Unfortunately we cannot be held liable for any items that we do not receive or are lost or damaged in the post when they are returned.
  • Items returned from countries outside the EU must clearly state on the packaging and customs declaration form that the returned item(s) are being returned to the original sender as 'COMMERCIAL GOODS RETURNED FOR EXCHANGE'. If you fail to state this, you may be liable for customs duties of up to $50.
  • Furniture items: if you wish to return your order, and we arrange the collection for you - there will be a minimum charge of £10 for collection, which will be taken from your refund.

 

Damaged / faulty goods:

Our bags, accessories and furniture items are all made by hand and while we do check them before they are sent out, we do get the occasional fault, and we do what we can to rectify this as soon as possible as we are proud of our products and want you to be able to enjoy them for years to come. Our policy in line with the Consumer Rights Act 2015 is that if you receive damaged/faulty goods we ask that:

  • You initially call us +44 (0) 1334 657 642 or e-mail us within 30 days. (You then have a further 14 days to send the goods back to us) We may request you send us photographs of the item so that we can assess the damage.
  • If the item is faulty we would then ask you to return the item to us (we will send details on how to print your free Returns label) and we will arrange for the item to be repaired. Please enclose your Invoice and the Returns form, explaining why you are returning the item so that we can process it quickly for you. Please always retain proof of posting (available free of cost at Post Office counters) when returning goods. Unfortunately we cannot be held liable for any items that we do not receive or are lost or damaged in the post when they are returned.
  • If a repair is not possible we will replace the item. If a replacement is not possible we will offer a refund in full (including the original delivery charge).
  • Items returned from countries outside the EU must clearly state on the packaging and customs declaration form that the returned item(s) are being returned to the original sender as 'COMMERCIAL GOODS RETURNED FOR EXCHANGE'. If you fail to state this, you may be liable for customs duties of up to $50.

 

Important Notes:

  • We usually process returns in 5 working days.
  • It is important you contact us for a UK return label and form or international return instructions. We may not reimburse return postage if customers have not previously contacted us, or have used another form of postage such as Special Delivery to return items. You do not need to buy extra insurance when returning the item, as our Returns label provides cover.
  • Please take care when packing your bags as we may not refund or exchange if the bag has been incorrectly packaged or damaged in the post.
  • Items returned from countries outside the EU must clearly state on the packaging and customs declaration form that the returned item(s) are being returned to the original sender as 'COMMERCIAL GOODS RETURNED FOR REFUND'. If you fail to state this, you may be liable for customs duties of upto $50.