Q & A
How do I place an order and pay?
Ordering and paying is a fairly standard on-line step process
Step 1: On one of my product pages check that you only want one of this bag (or increase to the number you want as directed by arrows)
Step 2: Then click on "Add to cart"
Step 3: Assuming all you want is the one bag (or go to other product pages and add more items) click on "Cart" on the left of the page
Step 4: The page will change - then click on "Check out"
Step 5: Check that the info on the new page is correct ..then click on "Check out" again
Step 6: Fill in the "Your details" page. The info is sort of standard these days ..then click on "Next"
Step 7: Check the Shipping info is correct ...then "Next"
Step 8: Click on "Redirected to Paypal" even if you wish to pay by Debit or Credit card via Paypal
Step 9: Click on "Commit to Buy"
Step 10: Then either fill in your Paypal authority details OR Fill in Debit or Credit card detail and authority boxes and authorise the payment
Do I receive an order confirmation?
Shortly after placing your order we will send you an email confirming that we have received your order. You will receive a second email when your order is shipped. If you are unable to trace a confirmation email, just contact us with your first and last name, the date you placed the order and the item you ordered and we will look up your order for you. Please also send us the Paypal transaction ID so we can also use that to lookup your order.
Can I make changes to my order?
Within 14 days of receiving your new bag you may cancel the order and, when you have returned the bag to us and we have received the bag back at our UK office in the new condition it was shipped to you we will refund your order money to the bank account that our records show paid for the bag . The cost of shipping the bag back to our UK office is the responsibility of you, the customer, unless the damaged/defective rules apply.
I need to change my shipping address
Please email us within three days of placing your order informing us of the alternative shipping address and we will ask our factory to change the shipping arrangements if we have not already sent you the "item shipped" email. If we have already sent you the second email confirming order shipment we cannot update the address because the item will be in the post.
How long does shipping take?
We make to order and would expect to ship your order to you within no more than 21 business days of the date of our order confirmation. If you have a special event or need for an order to be shipped sooner please email us BEFORE you place your order and we will let you know whether we can advance the shipping date and at what cost to you.
How much does shipping cost?
The price we quote for each product INCLUDES free shipping WORLDWIDE by standard mailing service. If you request by email express and/or specially insured shipping before you place your order we will let you know how much the express service will cost. Express mail will usually be shipped by DHL or UPS.
Returning Damaged/Defective Items
We strive for no returns, we are tireless in insuring that every product that comes from our website is flawless. It’s what you deserve. But if something does go wrong what will we do about it?
In cases of damage or defect, we can quickly arrange replacement if you provide a clear digital image of the damage or defect along with a clear description of the problem and your preferred action (replacement, refund or credit) in an email to us. In most cases, action can be taken as soon as we have this evidence from you. If the damage / defect cannot be verified by us over the phone or via email, the item may be required to be returned to us for inspection. We’ll then contact you with our proposed course of action.
Who covers the return shipping cost?
All products dispatched by us are carefully inspected and packed by us before shipment. If the product is claimed as damaged or defective, and it cannot be determined remotely, return shipping costs are the initial responsibility of the customer. You will be notified when your return is received at our facilities with an indication as to what will follow.
Which items can't be returned?
We strive for zero returned products - and we’re committed to making this happen. However, if a product is damaged or defective we’ll do everything we can to sort you a new one or give you your money back. But we cannot accept returned products after 30 days from the date you signed for receipt.
Minor colour variations
It is quite normal to find minor colour variations between the colours appearing on this website, on your own digital device, and the colours found on the item you have purchased. Colour pigments attach themselves to natural and semi-natural materials in slightly different intensities during the manufacturing process. It is part of the process of imparting individuality to each bag.