Got questions? We have answers
If you have a question about our manufacturing, sustainability, materials, personalisation, gifts or anything else, you can find a lot of information in our frequently asked questions.
We also have a contact form if there are any burning questions we haven’t answered, and we’ll do our best to get back to you as quickly as possible.
Frequently Asked Questions
Shipping
All orders are made to order at our workshop in London, which takes a little bit of time. Unpersonalised orders are usually dispatched within two working days, and custom orders take 1-2 weeks to make.
Occasionally in busy periods this can take longer. If you need your order urgently then please contact us below and we'll do what we can to help.
You will receive a dispatch email with a tracking link when your order has been dispatched. For the latest delivery information, please see the shipping page.
UK orders usually arrive the next day, and International orders usually arrive within 7 working days of shipping.
The tracking link in your dispatch email will give up to date information on your order.
If it has been over 15 working days since your order was dispatched then please get in touch and we will do our best to track it down for you.
Shipping differs from country to country, but we do our best to minimise shipping costs. There is a shipping calculator in your basket.
Almost everywhere. If you get to checkout and can't add your address then we probably can't ship to you because there is a reasonable chance the package will get lost on the way.
Product
Our leather products are designed to be tight to begin with and then like a new pair of shoes they will wear in and soften over the first few weeks of use. We recommend adding an extra card each day or two until it fits your requirements.
We don’t usually offer one offs for individual customers, as it is quite expensive to design, test and make them. If you do have an idea please send it over via the contact form and we’ll add it to the list of designs to try out. If you still want to make up your own design then please send over a spec via the contact form and we’ll give you a quote.
All our products are build to stand the tests of time, and with the correct maintenance, should last longer than you do. For specific instructions for your product, check out our wear and care guide.
Returns
Yes. We offer a 30 day trial period with all our products. The 30 days start on the day your Wingback arrives. If it is unpersonalised and you're not completely happy with it, then you can send it back for a full refund. You just need to cover the cost of shipping and customs (if sending from overseas).
*Please note that refunds, returns and exchanges are not available for limited edition products.
See what's covered via Our Guarantee.
Contact
If you can't find what you're looking for above, then send us a note below and we'll get back to you within two working days and often a lot sooner.