-

Ordering

Please contact us if you have any additional queries which aren't covered here or in the Information section. Click on any of the questions below to find answers further down the page:

TERMS AND CONDITIONS

POSTAGE AND PACKING

How is postage calculated?

What is the UK postage rate?

What is the Channel Island postage rate?

What is the European/International postage rate?

What postage method should I choose?

When will my order be dispatched?

I am buying a gift. What postage method do you recommend?

Will I need to pay customs charges?

How do I pay for P&P?

Will the postage include insurance cover and a tracking number?

Is your company name on the packaging?

What will the packaging be like?

Do I need to be available to receive my parcel?

What happens if I don't receive my order on time?

PRODUCT RETURN POLICY

What happens if I want a refund or exchange?

I have received a faulty product. What should I do?

What is your policy regarding product misuse and wear and tear?

ORDERING ONLINE

How do I order online?

How will my online order be processed?

Are there any other methods to pay?

Can I provide an alternative delivery address to my billing address?

OTHER

Can I place a large order? (order value over £300)

How do I redeem my discount code?

How can I avoid unwanted purchases?

Why should I trust you?

 

TERMS AND CONDITIONS

Please click here to view our terms and conditions.

How Do I Order Online?

Click here to follow our walkthrough guide on how to order online.

What Payment Methods Do You Accept?

Ordering Online

It is preferred you order online through our website shopping cart system. Our payment system is hosted securely with Lloyds Cardnet and RomanPay, and most credit and debit cards are accepted, including Visa, Mastercard, Visa Electron, Visa Delta, Visa Purchasing, JCB, Solo and Maestro UK. There is also the option to pay by Paypal, which is very secure and easy to use.

To order a product, simply click on the 'Add To Basket' button within the item description. A separate window will open with your chosen item added to the cart.

To order, simply choose your preferred delivery method, and then click 'Checkout'. Enter your address details, and then you will be provided with various methods to order. Click on any of the buttons below to proceed with your preferred ordering method. If you have chosen to pay by card or Paypal, you will need to click on any of these buttons to be referred to the RomanPay/Paypal ordering system, which will process your order securely.

Once you have completed your order, you will be emailed a receipt from RomanPay/Paypal and an invoice from our shopping cart, which includes details of your order.

We will then reply as soon as possible to let you know once your order has been dispatched.

Other Ordering Methods

I am very sorry to say that we cannot process orders over the phone at the moment, but we do accept postal orders, bank transfers and cheques.

Pay by postal order/cheque/bank transfer:

If you wish to pay by postal order, cheque or bank transfer, add your desired items to the shopping cart and select your preferred delivery method. Click on 'Checkout' to complete your address details, and then click on any of the button selections below (pay by cheque/postal order/bank transfer) to choose your preferred ordering method. Depending on which button you have selected, you will then be provided with details of where to send your cheque/postal order to, or the bank details needed for a bank transfer.

An email confirmation of your order will be sent to your email address and ours. This must be printed out and sent with a cheque or postal order if you have decided to pay this way. If you have not received the email, please contact us and we will forward our copy to you. Once we receive confirmation of your order, we will reserve the items you have ordered until payment is received and cleared.

Please note that it takes up to 5 days for standard bank transfers and cheques to clear, so if you need urgent delivery then this payment method is not recommended. If you would like to send a postal order, uncrossed postal orders are preferred as they are quicker to cash than uncrossed orders.

Once you mail your postal order/cheque, it is important to send it by insured delivery (such as first class signed for), and keep the receipt as it is valuable.

If you have chosen to pay by bank transfer, this can be processed in your bank's local branch, or if you have an online banking account you should be able to process it from there.

If you have the transfer processed at your local branch, ask for a direct cash transfer. This is a cash transfer that will show up instantly into our account, which will mean your order will be dispatched sooner.

Please note cheques, standard (not instant cash) bank transfers and crossed postal orders are only accepted from UK customers/banks and for orders up to the value of £100.

Can I Provide A Different Delivery Address To My Billing Address?

If you order online, please use your billing (cardholders) address. If there are no problems processing your order, then a separate address for delivery can be used.

Please note for large orders, we will only deliver to your billing address.

Postage And Packing

What Is The Postage Rate?

To provide the most competitive rate and to let you choose the service that best suits you, we now calculate postage by weight, rather than price. Therefore the best way to determine the cost of postage is to add your chosen products to the shopping cart and choose which service is the cheapest, or review the tables below to calculate pricing:

POSTAGE WITHIN THE UK

UK Postage Fees

Weight
RM 2nd Class Delivery
Hermes 3-5 Day Delivery
UK Mail 2 Day Delivery
RM Next Day Special Delivery
Parcelforce 24 Hour
0-300g
£2.60
   
£7.15
 
301-500g
-
£3.99
-
£7.15
-
501-750g
-
£3.99
-
£8.45
-
751g-1kg
-
£3.99
-
£8.45
-
1.001kg-2kg
-
£3.99
-
£10.99
-
2.001kg-3kg
-
£4.99
£11.40
-
£16.60
3.001kg-6kg
-
£4.99
£13.80
-
£22.30
6.001kg-8kg
-
-
-
-
-
8.001kg-9kg
-
-
-
-
-
9.001kg-10kg
-
-
-
-
-

CHANNEL ISLANDS POSTAGE

Channel Islands Postage Fees

What you need to know -

- These postage costs apply for the Isle Of Man, Jersey, Guernsey, Sark, Herm and Alderney. Please note the postage costs for Sark, Herm and Alderney are not recognised by the shopping cart, so we will ask you for the postage costs post-order.

- Goods have to be declared for most of these countries. This may incur a cost from customs as well as cause slight delays to deliveries.

- For Royal Mail delivery - Next day special delivery is guaranteed for Jersey, Guernsey, Isle of Man and Alderney, whereas for Herm and Sark, it will take two working days. First class signed for orders should arrive within 1-2 working days.

Weight
RM 2nd Class Delivery
RM 2nd Class Signed For Delivery
RM Next Day Special Delivery
Parcelforce Global Priority
Parcelforce Global Express
0-300g
£2.60
-
£7.15
£43.26
-
301-500g
-
£6.30
£7.15
£43.26
-
501-1kg
-
£6.30
£8.45
£43.26
-
1.001kg-2kg
-
£9.10
£10.99
£44.82
-
2.001kg-3kg
-
-
-
£46.44
£73.00
3.001kg-4kg
-
-
-
£50.00
£79.00
4.001kg-5kg
-
-
-
£52.00
£84.00
5.001kg-6kg
-
-
-
£53.00
£90.00

EUROPEAN AND INTERNATIONAL POSTAGE

Royal Mail International Signed For Fees

This service, provided by our national postal service Royal Mail, is the cheapest option for international delivery. Due to the stringent measurement guidelines of this carrier, your order will most likely be dispatched in a mailing bag, rather than a cardboard box. Tracking is available for orders that weigh over 750g, and a signature will be needed on receipt, or a card will be left behind for you to organise re-delivery.

Shipping should take between 3-5 days for European delivery. For all other countries, Royal Mail specify 5 days, although the delays caused by customs usually lengthen this out to 1-4 weeks. For this reason, if you need your order to arrive very quickly, Parcelforce Global Priority or Global Express is recommended.

Royal Mail will not dispatch orders abroad over 2kg, so if your order is heavier than this, please review the Parcelforce carrier costs below.

The European rate includes the following countries:

Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Italy, Kazakhstan, Kyrgyzstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan.

The rest of world rate includes all other countries.

Weight
European Rate
Rest of World Rate
0-250g
£3.70
£5.05
251-500g
£5.15
£7.90
501-750g
£6.60
£10.75
751-1kg
£15.66
£18.60
1001-1250g
£17.40
£21.45
1251-1500g
£19.14
£24.30
1501-1750g
£20.88
£27.15
1751-2kg
£22.62
£29.99

Parcelforce Ireland Express

This excellent, signed-for service by Parcelforce includes fully tracked/insured overnight delivery to addresses in Ireland.

Weight
Republic of Ireland
0-5kg
£22.99
5001g-6kg
£25.99

Global Priority Postage Fees

If you require your order to arrive quicker, or it is to bulky to be sent by Royal Mail, Parcelforce Global Priority delivery is the next best option. Delivery is guaranteed from three working days to Europe and the USA, and four working days to most other destinations. Please note again, customs may cause slight delays, but the delivery time is generally much faster than Royal Mail.

Weight
France, Germany, Denmark
Belgium, Netherlands, Luxembourg
Italy, Spain, Portugal, Greece
Rest of Europe
Australia, New Zealand
USA, Canada
Rest of World
0-1kg
£37.38
£34.00
£41.00
£46.00
£71.00
£61.00
£79.00
1001-2kg
£41.22
£37.00
£45.00
£52.00
£83.00
£71.00
£96.00
2001g-3kg
£45.00
£41.00
£50.00
£56.00
£94.00
£82.00
£110.00
3001g-4kg
£52.00
£46.00
£55.00
£74.00
£105.00
£91.00
£126.00
4001g - 5kg
£55.00
£49.00
£60.00
£80.00
£114.00
£98.00
£140.00
5001g-6kg
£58.00
£52.00
£63.00
£83.00
£122.00
£106.00
£151.00

Global Express Postage Fees

For even faster delivery, choose Parcelforce Global Express. Delivery is guaranteed from the next working day to Europe and the USA, and two working days to most other destinations.

Weight
France, Germany, Denmark
Belgium, Netherlands, Luxembourg
Italy, Spain, Portugal, Greece
Rest of Europe
Australia, New Zealand
USA, Canada
Rest of World
0g-2kg
£53.00
£52.00
£56.00
£63.00
£95.00
£77.00
£113.00
2001g-3kg
£60.00
£59.00
£62.00
£89.00
£109.00
£86.00
£132.00
3001g-4kg
£68.00
£64.00
£68.00
£102.00
£121.00
£96.00
£150.00
4001g-5kg
£74.00
£70.00
£74.00
£122.00
£134.00
£106.00
£168.00
5001g-6kg
£80.00
£73.00
£80.00
£133.00
£145.00
£114.00
£182.00

How Will My Order be Sent? - Choose The Right Postage For You!

Within the UK -

Royal Mail Second Class:

If you select Second Class, your order should arrive within two days, although sometimes this can take longer. For this reason, if you need guaranteed next day delivery, choose Royal Mail Next Day Special Delivery or Parcelforce 24 delivery in the shopping cart. A signature will be needed for you to receive the parcel.

Hermes 3-5 Day Delivery:

If you selected Hermes 3-5 day delivery, you should receive your order three to five days after dispatch. You will be supplied with a tracking number in your dispatch email, and you will need to provide a signature on safe receipt.

UK Mail 2 Day Delivery:

If you selected UK Mail 2 day delivery, your order will arrive two days after dispatch. You will be supplied with a tracking number in your dispatch email, and you will need to provide a signature on safe receipt.

Royal Mail Next Day Special Delivery:

If you selected the Next Day Special Delivery option, providing you haven't a) ordered after 1pm and/or haven't been guaranteed by us it will be delivered on the same day, or b) ordered on a Friday, or c) been notified in the shopping cart that next day delivery is currently not available, your order should be received the next day.

Parcelforce 24 Hour Delivery:

For Parcelforce 24 hour delivery, this is a guaranteed next day delivery service, so provided you haven't a) ordered after 1pm and/or haven't been guaranteed by us it will be delivered on the same day, or b) ordered on a Friday, or c) been notified in the shopping cart that next day delivery is currently not available, your order should be received the next day.

Important Note About Next Day Delivery On A Friday:

If you order by Next Day Special Delivery or Parcelforce 24 hour delivery on a Friday, you will receive your order not on the Saturday, but the following Monday. If you want to receive your order on the Saturday, an extra charge will be needed, so please contact us first about this. UK Mail also do not deliver on a Saturday. We apologise for the inconvenience this causes, but these limitations are imposed by almost all couriers.

When Will My Order Be Dispatched?

Your order should be dispatched the same day it is received, however if there are any delays, we will keep you notified through email. Please read the information above for postage durations.

Gift Delivery

If you are purchasing as a gift and need your order to arrive as soon as possible, select next day, first class signed for delivery or 24 hour parcel force delivery as you order through the shopping cart.

If you are an overseas customer and intend to buy as a gift, please leave an extra week or two to allow for delays, which are common with international delivery.

Customs Costs

Customs costs, or import duty, is a tax imposed by your goverment for receipt of goods from another country. This tax is imposed by your government, not us. Custom charges are to be paid by the customer. Most countries outside the UK, including the Channel Islands (Jersey, Guernsey, Alderney, Herm and Sark), some EU countries (including Norway) and all countries outside the EU (including Australia, USA and New Zealand) will have customs charges apply for received goods.

If you live within the EU and are unsure of whether you will have to pay customs charges, most countries have this information available online, and the percentage rate should be available too.

Please note we do not provide false values on customs forms as it is against the law and invalidates product insurance cover, so please do not ask.

How Do I Pay for Postage and Packing?

Regardless of whether you want to pay online, through Paypal, postal order, cheque or bank transfer, add your desired items to the shopping cart and select your chosen delivery method and the cost of postage will be added to your order.

How About Insurance?

All packages dispatched are fully insured to the full value of the goods inside, and most parcels we dispatch include a tracking number. Please read the information above which specifies whether each delivery service has a tracking number or not.

Is Your Company Name on the Packaging?

No - it only includes your address and our return address, which includes the business owner's name and not our company name.

What Will The Packaging Look Like?

Most of our leather products dispatched within the UK are packaged in boxes. Not only does this prevent squashing, it also makes them easier to re-package and return.

Our jewellery range is also dispatched in boxes - each jewellery item is enclosed in a small black presentation box, which makes them a lovely gift idea!

Some of our ranges (including the men's leather messenger bags and the women's leather jackets) are not directly stocked by us. These items will be dispatched by our supplier in a mailing bag.

For international orders, to comply with very strict Royal Mail packaging regulations, most leather bags will be sent in mailing bags. We are very sorry about the basic appearance of the packaging, and hope to improve it as soon as Royal Mail relax their packaging regulations!

Small accessories will be delivered in boxes.

Do I Need To Be Present To Receive My Parcel?

Yes - and for most delivery options, you will need to provide a signature at delivery too (read the info above).

What You Need To Know

If, after the recommended delivery duration your order has not arrived, please contact us.

Please note delays are very common with the Royal Mail delivery services - especially if there is snow, bank holidays or other holidays.

If your order did arrive, but the packaging is damaged and the contents are missing, please contact us as soon as possible.

If your order hasn't arrived, try asking your neighbours if they have received it for you. There should be a red card left behind to re-arrange delivery.

If you haven't received a red card, try visiting your local sorting office with proof of your address and identity, as this has worked for some of our customers in the past.

If all else fails, we will contact our courier to track the parcel or claim compensation if necessary.

What We Appreciate

Did you receive your order? Are you happy with it? - Then please let us know!

Large Orders

Can I Place A Large Order?

Yes, however more precautions will be taken. It is possible to order up to a total of £200 by Card and Paypal. If you pay by Paypal, your delivery address must be confirmed. If you order by card, checks will be made to see that your details are consistent.

If you would like to place an order over the value of £300, the only payment methods we accept are direct cash bank transfers and UNCROSSED postal orders.

To process a direct cash bank transfer, complete your order through the shopping cart (as described in the Other Ordering Methods section, above). You will be provided with our bank details for transfer. Take this to your local bank branch to make a direct cash deposit into our bank account.

If you would like to pay by postal order, complete your order through the shopping cart (as described in the Other Ordering Methods section, above). Please make sure the postal order is uncrossed. This (along with a printout of your order details) must be sent by RM Next Day Special Delivery to our address (remember to keep any postage receipts as uncrossed postal orders are valuable).

Goods will be delivered to the cardholder's address only, and please make sure you are available to receive your order and that you have a left a reasonable time frame for delivery (i.e. you won't be on holiday next week). In the event that attempts have been made to deliver your order but you have not claimed/collected the goods, any further postage costs will have to be paid by the customer before the order is re-dispatched. Standard 3-5 day delivery is the only delivery method used for large orders, as priority delivery is too expensive. Large orders can only be placed by customers living within the UK.

PLEASE NOTE NORMAL (NOT DIRECT CASH) BANK TRANSFERS, CHEQUES AND CROSSED POSTAL ORDERS ARE NOT ACCEPTED FOR ORDERS OVER £200


Discount Codes

How Can I Use My Discount Code?

As you click on the 'Add To Basket' button to add a product to the shopping cart, the shopping cart screen will pop up. Below the cart contents is a box with 'Promotion Code' next to it. Simply enter your discount code into this box and click on the 'Apply' button next to it. The total value will then be re-calculated according to the discount code.

Then click on 'checkout' to enter your address details and proceed with your order, whether you have chosen to pay online, by cheque, postal order or bank transfer.

If you are having problems using your discount code, please contact us. Some discount codes have an expiry date, so you will have to use the code before it expires.


Product Returns

Refunds And Exchanges

In the event that you are not entirely happy with your purchase, you can choose to have a refund or item exchange. The item must be in absolutely brand new, unused condition, with the tags still intact, and returned to us within 21 days after the date of your purchase.

Most of our products are dispatched in boxes, which makes it a lot easier to return them!

When returning your item, please print our address in large letters and use a delivery service which covers the full value of the product returned. For UK customers we recommend, (if returned by post), MyHermes (the cheapest), Royal Mail Signed For or Royal Mail Next Day Special Delivery. There are also lots of courier services to choose from on the internet. International customers are advised to use a tracked and insured postal service.

Please also keep the receipt as proof of postage. When the returned order has been received safely, the cost of the product - less any postage costs, will be refunded back onto your card or Paypal account.

For international orders, it is very important that you mark the package as a PRODUCT RETURN on the customs label, or else your package will not be claimed by us and it will be returned to the sender.

It is very important to us that we provide to you products of excellent quality, so if you are unsatisfied with the quality of your item, please let us know.

Faulty Items

We are very sorry if you have received a faulty product. In this case, please contact us as soon as possible to let us know about the fault.

For an item to be classed as faulty, it must have a defect in the appearance or function of the product, and this must have been caused either in the process of manufacture, or as a consequence of handling by our company, our courier or our supplier.

As the fault should become apparent either straightaway or very soon after initial use, we will only refund for faulty goods 21 days after your order.

In this case, once the item has been received, we will either refund the cost of the item, or send a replacement product.

If you purchased an item from our sale section which was described as already having a fault, this cannot be used as an excuse to class an item as faulty, unless there is another fault apparent which was not described.

Misuse And Wear And Tear

Please note that damage caused to a product (by the customer) is not an excuse to class an item as faulty. This is product wear and tear, or misuse.

It is your responsibility to take care of the product, from the unwrapping and storage of it, to how you use it.

It is especially important with our women's bags, that you do not fill the bags with heavy items. This causes premature strap wear. Most of our women's bags are fashion items that are designed to carry only light essentials such as purses, keys etc - not heavy items such as large bottles of water and books.

If you intend to use your bag for holding heavier items, please read the product descriptions and look for a style that is well suited for the purpose. An example for women would be our range of leather laptop bags. Make sure to carry in your bag an 'overspill' bag, i.e. a strong foldable canvas bag that can be used for carrying heavier items when needed.

If the damage has been done already, make sure to stop using the bag and have it repaired at your local cobblers.

When storing your bag, make sure to stuff it out and store it in a dustbag. This should stop the bag misshaping from the board inside being crushed.

 

Help Avoid Unwanted Purchases

Buying online can still bring surprises, so here's a guide to help:

  • Before ordering, click on the link in a product description to see more pictures - this will show you the back, underneath and inside of a product. It also includes, (if it's a bag), a picture of the product on a mannequin to help provide an idea of the size.
  • Match the dimensions provided in the item description with an item (i.e. a bag) of your own as another guide to size.
  • Please note every monitor displays colours differently - especially workplace monitors! Take a look at your monitors properties to see if it has a function for recalibrating colour settings correctly. If you have an older monitor, try loading up a calibration screen online and adjust your colour settings manually. It always makes a difference!

Why Should I Trust You?

Location

If you search for our post code WV10 6SB on Multimap.com (or click here) you will be provided with a map of our location. We are situated where the brown button is - near the M54 and the Stafford Road (A449) for easy access.

If you live within (or close to) Wolverhampton then it may be a good idea to collect your order from our home office to save postage costs.

Our landline phone number and address are listed within the BT directory (you can see our listing here), proof we are not 'here today and gone tommorow!', and can be contacted easily at most times.

Placement in Respected Directories

We are also featured within the Yell.com (which is owned by Yellow Pages) directory. Both are respected directories that only list businesses that can prove they operate from the location they provide.

In both cases, a representative from the company visits the premises to assess whether the business is suitable enough to be added to their directory.

Secure Payment Processing

Our customers security is extremely important to us, which is why we have chosen Lloyds Cardnet to process your order. Lloyds Cardnet is owned by Lloyds bank. Therefore, you can be assured that you are providing your card details to a large banking organization that can be trusted, rather than a small obscure company.

Lloyds do NOT share your card details with our company; we only receive information about the items you have ordered and your contact details.

Complaints

We aim to treat our customers how we would wish to be treated ourselves, and it is of paramount importance that you receive a product which is useable and of benefit to you.  If you are dissatisfied with the product or service you have received, please let us know.   

In the extremely rare case that your case is not resolved by contacting us first; you do have the right to take your complaint to The Retail Ombudsman. Further information can be viewed on their website as follows: www.theretailombudsman.org.uk

 

-

Womens Range | Mens Range | FAQ's and Ordering | About | Sitemap | Customer Services

© 2017 www.Luxury-Leather-Goods.co.uk