Which Payment Methods Do You Accept?
We accept many international cards, including Visa, Mastercard, American Express, JCB, Union Pay and Cartes Bancaire. We also accept some alternative payment methods, such as Paypal, SOFORT and Alipay.
The correct payment options for your country will show on the checkout page.
How do I know if my order has been successful?
Once your order has been completed and your payment has been successful, you will receive an email confirmation. This will contain your order number and the details of everything that you’ve ordered. We suggest you create an account when you order so that you can log into your account and check the status of your order.
How long will it take to process my order?
We aim to dispatch all orders within 48 hours, but during exceptionally busy periods such as our seasonal sale there may be a slight delay. If you are ordering for international delivery we can’t be responsible for delays caused by customs.
If an item is out of stock online can I purchase it from store?
If something you really love is out of stock online then please contact our Customer Services team on +44 20 7501 0168 between 10am and 5.30pm (UK time) Monday to Friday and we will try to source the item from one of our stores. Alternatively, please email email@example.com and we will be in touch shortly.
Why can’t I order in US dollars from the UK?
Orders can only be placed in US dollars when both US delivery and billing addresses have been provided.
Where can I find previous season items?
Previous season items can sometimes be located at our stores in Bicester Village or Kildare Village. If you have a question about a specific item then please email firstname.lastname@example.org and we’ll do our best to locate it for you.
Can I buy a spare strap for my bag?
Unfortunately we don’t produce straps separately, so they cannot be purchased individually. Several of our families come with two straps, or we do offer a repair service should you have any problems with your current strap.
Do all bags come with a dust bag?
All of our leather handbags come with our signature protective dust bag. However, they are not included with our canvas bags, wash bags or small leather goods.
I have lost my dust bag, can I get a replacement?
Unfortunately we don’t produce dust bags separately so they can only be provided with your purchase.
What are your store opening hours?
You can find details and opening hours for all of our stores here.
How do I bespoke a product?
Our online bespoke service is coming soon. In the meantime, if you’d like to personalise a bespoke product, please add it to your bag and check out as usual. Our Bespoke team will then be in touch to discuss the customisation options with you. Please note that personalising a product will incur additional charges.If you'd like any help or information about the bespoke options available on a product, you may contact our Bespoke shop in Pont Street, London on + 20 7838 9177 between 10am and 6pm, Monday to Saturday. Alternatively, please email email@example.com and we will be in touch shortly.