It takes a lot of care and attention to make great bags. And it takes a long time to build a reputation. We are proud of how far we have come and we want you to be equally happy with any item that wears our name.
If your new products falls short of your expectations for any reason whatsoever, then we’ll offer a free return within the UK. Just drop Heidi an email at firstname.lastname@example.org and she will take it from there.
Once we receive your return, we’ll either offer you an exchange or issue a refund within 21 days from the date you received the item (sale items must be returned within 7 days of receipt).
Here’s how it works:
|Faulty||Free UK return + Free Repair or exchange of item.||Full selling price + Original delivery costs + Free return OR Return delivery cost refunded if outside the UK.|
|Perfect / As New||Free UK return + Full selling price credited + Free delivery for exchange item > £75.00||Full selling price refunded.|
How to return your order
Complete the packing note included in the original delivery. If you don’t have this then you can write down your order number, return reason and contact details on a piece of paper instead.
Please also let us know why you want to return the item and include the note in with the parcel when you send it back. It really helps us to know why you are returning the order – just in case there is anything we can do better next time.
All items must be ‘as sold’ (not used, soiled or damaged) and include all the original tags. Make sure everything is packed securely. You can re-use our original packaging, as long as it still offers protection and is ‘post worthy’ to prevent any damage.
Returning orders from outside the EU
If you’re returning an order from outside the EU then please attach a customs declaration clearly describing the contents as ‘British Returned Goods’.
We also suggest using a registered and insured postal service, as we can only accept responsibility and liability for the products once they are safely back here with us. We will then confirm receipt of your parcel and contact you to arrange a refund or return as soon as we can.
Cumbria, CA12 5RY,