Here are some of our frequently asked questions – if the answer you need isn’t here, do get in touch and we’ll get right back to you.

When will I receive my order?

All our items are made with TLC and will be delivered within 10 working days. We do hold stock for some of our items, and these are delivered within 7 days. You will find every products delivery timescale under the delivery section on their product page.

How can I pay?

All payments are made via PayPal. Don’t worry if you don’t have a PayPal account and do not wish to set one up. You can very simply opt to be a guest on the PayPal page. This will enable you to input your card details instead.

What currency will I be billed in?

You can select your currency when browsing our website. This can be found at the bottom of our web page. 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 protected] 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 item?

We offer an engraving service across our full range of products. See more about this service here.

Can I cancel or change my order?

As most of our items 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 a personalised item 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 [email protected] 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?

All bags are delivered straight to your door via DPD courier service and all Small Accessories via 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 either DPD International or Royal Mail International.

How will my order arrive?

Every item is presented in a 100% cotton drawstring bag. Your accessory 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 order?

We hope you’ll love your Brit-Stitch item, but if you’re not happy please let us know by emailing [email protected] within 7 days of receiving your order and we’ll send you a returns slip. Return your bag to us with all the original packaging in the condition it was received and include your returns slip in the parcel. We recommend obtaining proof of postage. Please note that unless the item is faulty, you are responsible for the return postage costs.

When we’ve received your item 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 personalised items.

What happens if my order does not arrive?

In the very rare event that your order does not arrive, please email us at [email protected] and we’ll look into this for you.

Can I track my order?

You can! When your order 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?

The dimensions for all our bags are listed on each product description, and if you need any more help you can always email us or ask on Twitter.

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.

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.

Will the colour of my item 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!

I have a special requirement for my item. Can you help?

As all of our items are handmade to order, we will always do our best to make yours perfect. If you have a special request for your item – like a shorter strap or different colour stitching – just email us at [email protected] and we’ll do what we can for you.