FREQUENTLY ASKED QUESTIONS
After the end of the crafting process, Shipping for UK deliveries is carried out by a 24/48 hour courier, international deliveries are handled usually by DHL Air Express, unless you have another preference, like Royal Mail, but any untracked service carriers are only used at your discretion and at your own risk. When using DHL Air Express we have found that US and Central European deliveries take about 2-3 days to arrive, Eastern Europe, Asia takes about 4-5 days. Whilst other faraway lands, like Australasia and South America take around 5-7 days for delivery. Please note that some Royal Mail deliveries can take up to 3 weeks for delivery as they simply aren’t as fast as express courier services. If an item doesn’t show up in this time get in touch and we will solve the issue for you.
We have created this 28-day returns policy to enable you to return products to us in appropriate circumstances.
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
(a) we receive the returned product within 28 days following the date of delivery of the product;
(b) the returned product is unused and in its original packaging, with any strap/shoulder pad/back pack straps inside the bag with any labels still attached and otherwise in a condition enabling us to sell the product as new;
In order to take advantage of your rights under this returns policy, you must:
(a) Provide us with proof of postage.
The following kinds of products may not be returned under this policy:
(a) satchels that have been personalised with embossing or had straps or gusset depths adjusted may not be refunded or exchanged.
More complicated satchel designs, such as fully custom sizes, or unusual customisations can take significantly longer and we like to allow 30 days for anything fully bespoke or any customisation that is not executed regularly.