Policies | GeneralUpdated a month ago
RETURNS POLICY
All change of mind returns need to be initiated within 30 days of receiving your initial order. Once your return is approved you are required to send it back to us within 7 days of receiving your return confirmation. All shipping costs associated with a change of mind return is at the customer's expense.
Some items, including items purchased during a sale period, may be ineligible for return. Please refer to our Returns Support page for more information.
PRE-ORDERS & DELAYED DISPATCH
We are proudly a small batch, slow fashion company which means when our products sell out, it could be several months before we are able to restock them again. When we have an incoming shipment, select items may be available for pre-order.
Pre-ordering and paying for a purchase when a listing is marked 'pre-order' or 'delayed dispatch' ensures your selection is secured, and your order will be packed and posted as soon as all items are available in stock after arrival of our for shipment.
Delivery dates for pre-ordered bags cannot be confirmed until they arrive and are shipped out to you. We will do our best to keep you up to date with estimated arrival dates and will let you know should there be any delays. Please note orders containing more than one item will be held over and shipped with the pre-ordered item.
CANCELLATIONS + AMENDMENTS
Unfortunately, we are unable to cancel or make amendments to an order after it has been placed.
Order amendments may include, but are not limited to:
- Change of delivery address
- Change of item colour or style
- Adding and/or removing items from the order
- Applying a promotional code and/or a gift voucher
- Full order cancellations
To make an exchange or return please wait until you receive your item and follow the instructions provided here.
All offerings and discussions with customer service are based on availability and prices at the date/time of the email and can change without notice.
WARRANTY & FAULTS POLICY
We take great pride in the quality and craftsmanship of our range. Our shipments are reviewed by a quality assurance team prior to shipping.
In the event the item you received has a manufacturing fault, please contact us as soon as possible, within a 12-month period to bring this to our attention.
Please note: A manufacturing fault is classified as a product that is unable to be used in its intended manner and refers specifically to failure of hardware or workmanship. Please see our care page for tips on how to ensure the longevity of your material, and advice on how to clean marks. Slight variations to the surface of genuine leather are expected as it is a natural material and not considered a manufacturing fault.
Should you wish to return a faulty item, please contact us with your:
- Full name
- Contact number and email address
- Order number
- Proof of purchase, this could be an email or electronic order confirmation. If you need help to locate this, please provide us with the name and contact of the person who bought the item for you.
- At least 3-4 high quality photos showing the issue from different angles, and a detailed description of your manufacturing fault. Please include a photo of the entire item so we are able to match your product to the proof of purchase.
The resolution for a faulty item will be dependent on the outcome of the review by our team. We may arrange and compensate at a reasonable cost for a repair to be made locally. Should a repair be impossible for the fault, we will facilitate a return and refund to you. We may request you to return the item to us to facilitate the repair, upon completion we would return your item to you at our expense.
Warranty claims are to be made by the original purchaser of the item inline with the above, this warranty becomes void if our product is on sold.
In the rare event of a major fault in the item, we may request you return the item to us for a review. If the defect is deemed to be a manufacturing issue and unrepairable, we will work with you to offer a refund.
We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method of returning the goods. A registered tracking number must be provided for all returns.
We do not accept returns on products that are deemed faulty from misuse, wear and tear over time, or found to be unrelated to a manufacturing issue. We will not cover shipping costs or provide a refund for items which are found to be damaged due to wear and tear or misuse.
SALE PERIODS
We only have a few sales a year which can be quite busy. During sale periods it may take us a little longer to process and dispatch your orders. If you need your purchase urgently, we always recommend purchasing the express post option during a sale to ensure your order is dispatched with priority.
It's not possible to use discount codes during sale periods and double dipped orders will be cancelled.
As per the terms for cancellations and amendments (see above) we will also not refund the difference of a purchase made prior to the beginning of a sale.
We do not offer returns or exchanges for change of mind on items purchased during sales, or when discount codes are applied, unless specified otherwise. We will only offer a refund if the item is deemed faulty.
Storewide sales do not include gift cards and any other exclusions will be listed.
Please note: items in the "Sale" collection page are 'as is' and 'final sale' there is no change of mind returns on these pieces. Refund would be applicable if the item was deemed faulty.
COLOUR VARIATIONS
Whilst we do absolutely everything possible to provide you with the truest to life colour of our products there are a number of factors which may result in the images you see online varying just slightly from the colour in real life.
- Screen quality and resolution
- Time of day/year the image was shot
- Amount of natural lighting
- Editing techniques
The images of our products we use on the product pages of our website are taken by our professional photographer and are edited to reflect the truest colour of each product. Please use these as a guide for purchase.
The images seen on our social media channels, or lifestyle photos, may have been provided by a third party i.e. customers, and although we only use images which we believe well reflect our products in such case we are unable to control the lighting and editing to that image.