hanson

CUSTOMER SERVICE

CONTACT
Don't be a stranger. Drop us a line or pop by our studio-workshop for a cup of tea.

Hanson of London
Studio 9, 1-4 Christina Street, London, EC2A 4PA.
studio@hansonoflondon.com
+44 20 7729 7437

RETURNS ETC.
We want you to be 100% happy with your purchase. Should you change your mind about your leather good within two weeks of the date of delivery, send us an email to let us know: studio@hansonoflondon.com.

Once we provide a returns number just send your unused leather goods to the address above along with all original packaging and labelling within two weeks of receiving your package. We advise insuring your return package and retaining proof of posting from your shipper as we cannot be responsible for any items that fail to reach us. Once we have received your returns we will refund you in full to the card used in your purchase, excluding any shipping costs (please allow up to 28 days for processing).

Unfortunately we are unable to accept returns of any leather goods that have been personalised.

DELIVERY We aim to offer our English-made leather goods across the globe. Should you have any questions on delivering to your country of residence, get in touch and we'll do our very best to help you out.

All deliveries are by courier during weekday working hours and will require a signature on delivery.

Where a delivery partner fails to make a delivery to you, either because you were not available at the address provided when delivery was attempted and did not collect the order within the time frame set out by the delivery partner or because the address you provided is incorrect or does not exist, and as a result your order is returned, we will make a charge to you for the costs we incur in paying for its return. We will issue you with a refund for the amount remaining after the deduction of these charges.

If in the unlikely event your order does not arrive to you, please note that Royal Mail will not consider a parcel missing until 21 days from dispatch have passed. We cannot resend the missing order until after this time.

Please note that some non-EU countries may apply import duties, customs handling charges and taxes on your purchase – unfortunately we cannot cover such charges and those would need to be borne by the recipient. We have no control over these costs but advise contacting your local customs office for more information.

Given the handmade nature of our leather goods and personalised options on offer, it can take us a long time to create your desired product. Therefore dispatch times may be longer than expected. We endeavour to dispatch your package within 14 days of receiving your order but we will email you should we need to advise you of any delays. For made-to-order leather goods please allow up to two months for dispatch, but we will do our utmost to get it to you sooner than this.

Prices are quoted exclusive of postage and packing. Approximate delivery charges and shipping times (post dispatch):
UK: £10, 3-5 days
Europe: £16.50, 3-5 days
US & Canada: £25, 8-10 days
Rest of World: £30, 8-10 days
Please note shipping costs may change from time to time – prevailing shipping costs will be shown at checkout.

PAYMENT
All transactions are in British pounds (£). For overseas customers, the price charged will be subject to prevailing exchange rates applied by the customer’s debit or credit card company. Please read our delivery section for details on non-EU import charges.

We accept American Express, Visa, Visa Debit, Visa Electron, Visa Purchasing, MasterCard and MasterCard Debit. Online card payments are handled in a secure environment by SecureTrading.

From time to time we may not be in a position to fulfil orders due to a lack of availability of certain leathers or materials. We shall acknowledge your order as soon as possible but will be under no obligation to supply the goods ordered unless we have the goods (or required materials) in stock and they are available at the prices specified. In such an event we shall contact you and issue a full refund to the card used for payment. Display of any item on our website is not an offer to sell and HANSON OF LONDON shall be under no obligation to supply the products ordered through this website.

CANCELLATION
If, for any reason, you wish to do so, you have the right to cancel any order you have placed within the seven day cooling off period. Where the goods have been delivered to you, you may cancel them up to 7 working days, starting from the day after the goods were received, in line with the European Communities (Protection of Consumers in Respect of Contracts Made by Means of Distance Communication) Regulations 2001.

You can cancel your order within the seven day period by emailing studio@hansonoflondon.com and providing a brief explanation as to the reason for the return and quoting your invoice number. We will process the refund due to you as soon as possible, and always within 30 days of the day you have given notice of your cancellation. We will issue you with a full refund however you will need to return the entire order at your cost if you have already received them. In all cases the goods must be in their original condition and will be inspected on their return. If we do not receive the cancelled order back, we may arrange to have them collected at your cost. The cost of sending the item to you will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.

PRODUCT CARE
English bridle leather is a natural cow hide, famous throughout the world for its luxurious finish and strength. Such qualities are achieved through a labour intensive process carried out in England, which is steeped in heritage and craftsmanship.

To create each handbag, we rigorously examine each hide for blemishes, selecting only the finest areas during the cutting process. As the hides come from a living animal, natural markings such as stretch marks and veins can occur.

  • Avoid leather getting excessively wet. Remove any residual water immediately with a clean paper towel, allowing to air dry at room temperature. Avoid direct heat sources such as radiators, fires or sunlight.
  • Avoid rough or sharp surfaces to minimise scratching
  • Oil, grease and ink are nearly impossible to remove. Take care of loose contents in bag to avoid leaks and spillages.
  • Dark coloured dyes from clothing can discolour light colour leathers and vice versa
  • All our hardware is made from solid brass, lacquered to prevent tarnishing. Avoid using any metal polishes, which may remove the lacquer, discolour or stain the surrounding leather.
  • For long term storage fill handbag with bubble wrap to restore and maintain bag shape. Place into cotton dust bag provided. It is advisable to release straps and buckles to avoid impression marks
  • After time natural waxes and oils may come to the surface of leather, giving it a white appearance. This is perfectly normal - polish leather with a soft clean cloth to shine. Leather conditioner is provided with handbags – if the leather should ever appear dried out, rub conditioner into leather in circular motions, allowing 2-4 hours to dry before use.