Here are some of our frequently asked questions – if the answer you need isn’t here, just email us on firstname.lastname@example.org and we’ll get right back to you.
When will I receive my bag?
All our bags are made with TLC and can take around 10-14 working days to dispatch. We do hold stock for some of our more popular solid colour bags, and these are dispatched within 3-5 days.
At very busy times (like Christmas) it could take up to 30 days to dispatch your bag as we may be awaiting your leather. But rest assured we’ll let you know if this is the case.
How can I pay?
We accept Visa, Visa Debit and Mastercard. You can also pay with PayPal.
What currency will I be billed in?
You can select your currency when browsing our website. We offer prices in GPB (British Pound), USD (US Dollar) or EU (Euros).
Why wasn’t my payment accepted?
The most common reason for a declined payment is an error in the billing address. When entering your payment details please make sure your billing address matches the address on your card statement exactly. You can enter a different delivery address if you need to.
If you’re still having problems with paying for your order, please email us on email@example.com and we’ll help.
Is my information secure?
The security and privacy of our customers is very important to us, and our site has been designed with this in mind. Our payments are processed through Sage Pay, which uses an encrypted system to protect your details. We do not store your card details and will never pass your information on.
Can I personalise my bag?
We offer a colour customisation service called Make Your Own, but at this time we don’t offer any other forms of personalisation.
Can I cancel or change my order?
As our bags are handmade to order, we can’t guarantee we will be able to cancel or change your purchase if it has been processed. We are unable to cancel or change Make Your Own customised bags once they’ve been made.
We will always try to help though, so if you’ve changed your mind or made a mistake with your order please email us on firstname.lastname@example.org as soon as possible and we’ll see what we can do.
Do I have to pay delivery charges?
UK delivery is free of charge. We do ship internationally – costs will be calculated at the checkout.
Will I need to pay customs duty on my bag order?
Every country is different and international orders may be subject to customs duties. Brit-Stitch is not responsible for customs charges and we advise you to check your local service before ordering.
How will my order be delivered?
Our bags are delivered straight to your door with the Royal Mail’s Signed For service. Your parcel will need a signature on delivery – if you’re not home, a card will be left for you to collect.
Our international orders are sent via UPS.
How will my bag arrive?
Your bag will be shipped inside a made-to-measure box and packaged carefully to protect it. Take care when opening your box – don’t use scissors!
What if I am not happy with my bag?
We hope you’ll love your Brit-Stitch bag, but if you’re not happy please let us know by emailing email@example.com within 7 days of receiving your order and we’ll send you an authorisation returns code. Return your bag to us with all the original packaging in the condition it was received and include your returns code in the parcel. We recommend obtaining proof of postage. Please note that unless the bag is faulty, you are responsible for the return postage costs.
When we’ve received your bag we will process your refund, which could take up to 10 working days to clear into your bank account.
Please note we do not offer refunds on Make Your Own bags.
What happens if my bag does not arrive?
In the very rare event that your bag does not arrive, please call +44 (0)7973 622860 or email us at firstname.lastname@example.org and we’ll look into this for you.
Can I track my order?
You can! When your bag has been dispatched we’ll send you an email with your tracking code. You can use this code to track the progress of your delivery through the Royal Mail website.
What size bag should I get?
When choosing which size bag to go for, think about what you’d like to use it for. Do you need a little clutch for your evening essentials, or a big bag with more space to fill?
How should I care for my bag?
Show your bag a little TLC and it will stay beautiful for years to come. Wipe your bag with a damp cloth to remove marks and never use any detergents on it.
How long will my bag last?
Treated correctly, there is no reason your bag shouldn’t last a lifetime.
Is my bag waterproof?
Leather is a natural product and will absorb water, so none of our bags are completely waterproof and should be kept away from water.
If your bag does get wet then dry off any surface water as soon as possible and let it dry naturally. Make sure your bag is completely dry before using it again to avoid damaging the leather. Getting your bag very wet may cause the leather to swell, which can discolour or damage the surface of the leather.
I have a special requirement for my bag. Can you help?
As all of our bags are handmade to order, we will always do our best to make yours perfect. If you have a special request for your bag – like a shorter strap or different colour stitching – just email us at email@example.com and we’ll do what we can for you.
Will the colour of my bag look like the picture?
We’ve made every effort to ensure the leather we source matches the images on our website, but please be aware that leather is a natural product and in some cases there may be variation in shade and texture. This will not affect the quality of your bag – it will still be just as beautiful!