FAQs

Problems with my order
Can I track my order?

Can I track my order?

You can track your order by viewing your order summary in My Account

We will send you an email to confirm that your order has been despatched. This will contain a tracking number to allow you to
track your delivery directly with the courier.

If you are not able to track your order, please contact our Customer Services Team

How long does delivery take?

How long does delivery take?

Orders received before 12.00 noon Mon-Fri are usually despatched on the same day.

Generally you should receive your order within 2-3 days to Mainland UK and 3-4 days to Rest of World

Please note that personalised orders can take an additional 5-7 working days and up to 10 additional days for engraved orders.

During busy periods such as Sale time, Valentines, Mothers Day, Fathers Day and Christmas, please allow an additional 1-2 days for despatch.

 

I am missing an item from my order

I am missing an item from my order

Sometimes your items may be packed in seperate parcels and delivered at different times due to the large range of products we provide.

Please check the items listed on your despatch note.

If you are missing an item listed on the despatch note, please contact our Customer Services Team

I have received the wrong item

I have received the wrong item

Please accept our apologies for any inconvenience this may have caused.

Please contact our Customer Services Team who will investigate and advise of resolution.

For more information, please see Returns

How do I amend my order?

How do I amend my order?

To make changes your order, please contact our Customer Services Team immediately who will be happy to help you.

Please note that we cannot change any orders after they have been personalised or despatched.

See Returns for information on how to request an exchange or refund.

 

Can I cancel my order?

Can I cancel my order?

To cancel your order, please contact our Customer Services Team who will be happy to help you.

Please note that we cannot cancel any orders after they have been personalised or despatched.

See Returns for information on how to request an exchange or refund.

Can I change my delivery address?

Can I change my delivery address?

If you wish to change the delivery address of your order, please contact our Customer Services Team for assistance.

Please note, we are unable to make changes to orders after they have been despatched.

When will I be charged?

When will I be charged?

Payment is charged at the time your order is despatched, after security checks from your bank issuer and Aspinal of London have been authorised.

I haven't received my confirmation email

I haven't received my confirmation email

You should receive an order confirmation email within 30 minutes of placing your order.

If you do not receive this email it may have been caught by your SPAM filter, or there might have been a typing mistake when you entered the email address.

If a confirmation email has not been received within 24 hours, please contact our Customer Services Team.

I forgot to enter a promotional code, can I receive the discount?

I forgot to enter a promotional code, can I receive the discount?

Unfortunately, once your order has been submitted we are unable to add this retrospectively.

Should you wish to cancel your order, please contact our Customer Services Team.

Please note that we cannot cancel any orders after they have been despatched, or if personalisation has be completed.

Delivery & Shipping
How much does delivery cost?

How much does delivery cost?

GBP USD EURO
UK Standard Delivery (2-3 days)^ £4.95 $8.25 €6.00
UK Priority Delivery (1-2 days)^ £7.00 $11.50 €8.50
UK Express Delivery (Next Day)* £15.00 $25.00 €18.00
European Delivery^ £13.00 $22.00 €16.00
US/Canada Standard Delivery (2-3 days)^ £15.00 $20.00 €18.00
US/Canada Priority Delivery (1-2 days)^ £18.00 $28.00 €22.00
Worldwide Delivery^ £20.00 $30.00 €24.00

*UK Express Delivery - orders placed before 12 noon are delivered next working day.

^All delivery times are based on working days.

Insurance and Handling will be charged at 2.5% (UK) or 5% (Rest of World) on your total purchase price at checkout. This will subsidise tax, duty, credit card fees, insurance in transit and handling.

In the unlikely event that any extra charges are requested from you at the time of import by customs or by DHL at the time of delivery, please contact our Customer Services Team for advice with this matter.

How will you ship my order?

How will you ship my order?

We use DHL courier service to deliver the majority of our customer parcels.

For small parcels such as wallets and passport covers we use Royal Mail Tracked Service. Please note this applies to delivery addresses in the United Kingdom only.

Unfortunately, we cannot ship to B.F.P.O or A.P.O addresses.

DHL Courier Service
All parcels dispatched with DHL will be delivered Monday to Friday 9.00am-5.30pm and will require a signature upon delivery.  Please kindly ensure that there will be someone to sign for the parcel at the delivery address.

Royal Mail Tracked Service
All parcels dispatched via Royal Mail will be delivered Monday to Saturday. Royal Mail aim to deliver your parcel the next working day but this is not guaranteed.

How long does delivery take?

How long does delivery take?

Orders received before 12.00 noon Mon-Fri are usually despatched on the same day.

Generally you should receive your order within 2-3 working days to Mainland UK and 3-4 working days to Rest of World.

Please note that personalised orders can take an additional 5-7 working days and up to 10 additional working days for engraved orders.

During busy periods such as Sale time, Valentines, Mothers Day, Fathers Day and Christmas, please allow an additional 1-2 working days for despatch.

Can I track my order?

Can I track my order?

You can track your order by viewing your order summary in My Account

We will send you an email to confirm that your order has been despatched. This will contain a tracking number to allow you to
track your delivery directly with the courier.

If you are not able to track your order, please contact our Customer Services Team

Can I specify a day for delivery?

Can I specify a day for delivery?

Unfortunately we cannot specify an exact delivery date.

However, we do advise that you contact our Customer Services Team if your order is urgent, so we can speed up the process wherever possible.

Why am I being charged for Insurance & Handling?

Why am I being charged for Insurance & Handling?

Insurance and Handling will be charged at 2.5% (UK) or 5% (Rest of World) on your total purchase price at checkout. This will subsidise tax, duty, credit card fees, insurance in transit and handling.

In the unlikely event that any extra charges are requested from you at the time of import by customs or by DHL at the time of delivery, please contact our Customer Services Team for advise with this matter.

Returns & Refunds
Extended Christmas Returns Policy

Extended Christmas Returns Policy

Buy through November and until December 15th and enjoy option for a Full Refund by Thursday 15th January 2014.

Orders placed after Monday December 15th will still benefit from our Standard 30 Day Returns Policy.

Can I return an item for a refund or exchange?

Can I return an item for a refund or exchange?

In the event you are not entirely satisfied with your purchase, you can choose to exchange for either an alternative item or receive a refund less the cost of shipping and gift boxes.

All items must be returned within 30 days of delivery, with the exception of Fine Jewellery and Sale Items.

Please fill in our simple Returns Note and enclose with your Return, making a note of the item code and colour you would like to receive instead or the reason for requesting a refund and return to us.

If purchased in store, you must present your purchase receipt.

We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

Please allow up to 7 days for your return to be inspected and credited to your account/card, this may be slightly delayed during busy periods, such as January.

Please note:
We are unable to offer an exchange or refund on any items that have been personalised or engraved.
International customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU). For your security we advise you return any product via Royal Mail Special Next Day Delivery (with the appropriate cover level of insurance) and retain a receipt of postage for your own records. Aspinal of London is not responsible for the return shipping costs unless the item is faulty and we are not responsible for any items damaged or lost in transit.

Can I return a personalised product?

Can I return a personalised product?

We are unable to offer an exchange or refund on any items that have been personalised or engraved.

How do I return a product bought in store?

How do I return a product bought in store?

Purchases made at Selfridges, House of Fraser and any other store can only be returned to that store.

Please ensure that returned goods are in perfect condition as we cannot accept products back which have been used or which are scratched and blemished.

These conditions do not affect your statutory rights.

Jewellery Returns

Jewellery Returns

If your jewellery item is not suitable for what ever reason, we operate a 7 day returns policy as long as your item has not been worn, used or had its security tag removed.

A Return Authorisation code must be requested from Aspinal of London within 7 days of delivery.

Please contact our Customer Services Team who will be happy to assist you,

In the event you are not entirely satisfied with your purchase, you can choose to exchange for either an alternative item or receive a refund less the cost of shipping and gift boxes.

Aspinal of London will not accept returns for any items that have been worn or have had their security tags removed.

Please note that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU). For your security we advise you return any product via Royal Mail Special Next Day Delivery (with the appropriate cover level of insurance) and retain a receipt of postage for your own records. Aspinal of London is not responsible for the return shipping costs unless the item is faulty and we are not responsible for any items damaged or lost in transit.

Sale Item Returns

Sale Item Returns

For Sale Items purchased online, please inform Customer Services within 7 working days of receipt of goods that you wish to Return for a refund. Please obtain an Authorization Number and return it within 14 days.

We do not accept returns for exchange or credit on any Sale Items after 14 days.

Additionally, we do not accept any returns of Sale Items purchased in store as these are sold as seen.

Warranties & Repairs
Do I get a manufacturer's warranty?

Do I get a manufacturer's warranty?

All products are covered for 1 year against manufacturing faults from the day of delivery.

In the event that a product fails (excluding normal wear and tear) including all stitching, zips, metalwork, handles or corners, you can return it to us for repair or replacement. Once we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.

Please be aware that our turnaround times for product repairs can take up to 6 weeks to complete. 

Unfortunately, we are unable to complete any product repair requirements during the Christmas shopping period starting 22nd November through to 14th January. 

All product repair requests received during this time will commence immediately after this period.

Please contact our Customer Services Team for assistance.

I have received a faulty item

I have received a faulty item

We apologise for any inconvenience this may have caused.

Please contact our Customer Services Team who will be happy to assist you.

For more information, please see Returns

Payment, Gift Cards & Security
What payment methods can I use?

What payment methods can I use?

We currently accept all major credit and debit cards. However, we regret that we are unable to accept Electron, Diners Club, or Discover Card.

If you wish to pay using another method, please call our Customer Services Team who will be happy to assist

Is my personal information kept private?

Is my personal information kept private?

Yes.

We consider the information you choose to share with us personal and confidential. All information provided by you will be treated securely and in accordance with the Data Protection Act 1998.

For further information, please check our Privacy Statement

Is it safe to use my credit card online?

Is it safe to use my credit card online?

Yes, shopping with Aspinal of London online is completely safe and secure. We use GeoTrust, Inc. Rapid SSL encryption certificate that ensures the information sent between your computer and our server is kept private. This means your credit card number is scrambled during the transaction process and, unlike in a traditional store, no human ever comes into contact with your credit card number during the approval process.

For more information on GeoTrust you can visit their website at www.geotrust.com/uk

How do I check the balance of my Gift Card?

How do I check the balance of my Gift Card?

To check the balance of this Aspinal of London Gift Card, please visit:


www.aspinaloflondon.com/balance-check

Personalisation
What is personalisation?

What is personalisation?

We are pleased to offer a comprehensive personalisation and engraving service to our customers.

Almost all our leather goods, photo albums, leather journals and books can be embossed with names, dates and occasions and many of our hip flasks, cufflinks and sterling silver pens can be engraved with initials and names.

If your product can be personalised then the option will be available to add it.

See our personalisation page for more information

How much does personalisation cost?

How much does personalisation cost?

Unless otherwise stated, the following prices apply: 

  Initials 1 Line 2 lines
Embossing £15.00 £25.00 £35.00
Engraving £25.00 £35.00 £45.00
How long will personalisation take?

How long will personalisation take?

'Personalisation' orders require 5-7 processing days prior to despatch

'Engraving' of products such as Flasks, Cufflinks and Pens require up to 10 days processing prior to despatch.

Sizing Guides
Gloves Sizes

Gloves Sizes

Extend your hand flat and with a tailor's measuring tape, wrap it around the strongest hand just below the knuckles and fingers, but above the thumb and make a loose fist.

Note the measurement in inches, rounding it up to the nearest inch. If you are between sizes, choose the smaller size as the gloves will stretch over time.

Ladies Belt Sizes

Ladies Belt Sizes

The table below shows the measurement guide for Ladies Leather Belts

Size "cm" "inches"
S 66cm-72cm 26"-28.5"
M 74cm-80cm 29"-31.5"
L 81cm-90cm 32"-35.5"
Mens Belt Sizes

Mens Belt Sizes

The table below shows the measurement guide for Men's Leather Belts

Size "cm" "inches"
S 80cm-90cm 31.5"-35.5"
M 90cm-100cm 35.5"-39.5"
L 100cm-109cm 39"-43"
Ring Sizes

Ring Sizes

Aspinal of London offer 6 standard sizes in rings (sizes L to Q).

We recommend that the easiest and most accurate way to find your correct ring size is to have your finger measured by a professional jeweller using an industry-standard ring sizer. If you are purchasing a ring as a gift for a loved one, if possible try to borrow one of their rings preferably one with a similar band width and style and take it with you to the jewellers to be measured.

The table below shows the measurement guide for Rings.

Sizes Inside Diameter Inside Circumference
UK USA inches m inches mm
L 5 ¾ 0.642 16.31 2.02 51.2
M 6 ¼ 0.658 16.71 2.07 52.5
N 6 ¾ 0.674 17.12 2.12 53.8
O 7 ¼ 0.69 17.53 2.17 55.1
P 7 ¾ 0.706 17.93 2.22 56.3
Q 8 ¼ 0.722 18.34 2.27 57.6
Product Care Guide
How do I look after my leather product?

How do I look after my leather product?

Store leather away from direct sunlight to prevent the colour fading and you may want to feed the leather from time to time with a little clear leather wax.

Leather is a natural material so you may find the surface shows some minor variations in colour or even the occasional small imperfection.

Do not overfill leather bags and cases – they may lose their shape and we do not recommend our briefcases are used to carry heavy laptops, unless otherwise stated.

If you want to keep your Aspinal product looking great for years to come, we suggest that from time to time you feed and clean the leather with a little leather conditioner or silicone wax. Our leather care products, shine and protect smooth and grained leathers. Suitable for all colours and ideal for leather handbags, belts and accessories.

Leather Care Products can be purchased here

What if my leather product gets wet?

What if my leather product gets wet?

Take immediate action if the leather gets wet. Blot with a soft, absorbent cloth and leave to dry naturally, in a cool dark place. Please be aware that force drying will damage the product as will over stretching.

When the leather is dry apply a neutral leather cream to restore back to original condition.

Handbags, Travel Bags & Briefcases

Handbags, Travel Bags & Briefcases

All our leather bags and business cases are designed to carry full loads of documents but we do not advise overfilling them – they may lose their shape and this can cause unnecessary strain on zips and other metal components. We do not recommend our briefcases are used to carry heavy laptops, unless otherwise stated.

Buffalo Hide & Snakeskin

Buffalo Hide & Snakeskin

In order to maintain the beauty of our Buffalo Hide or Snakeskin products, there are a few care instructions to be aware of. Should your product become wet, please ensure that it is not force dried. Leave it to dry naturally away from direct heat. As with all fur and snakeskin products, moulting, lifting of scales or peeling can occur in warm conditions. This is perfectly acceptable and unavoidable with a natural product. Any continuous friction will also cause the fur or snakeskin to wear away, so necessary care must be taken. The patent leather and the metalwork can be polished with a soft dry cloth. By adhering to these simple instructions you will ensure enjoyment for many years.

Albums & Books

Albums & Books

All our hand bound albums have acid free card pages and pH balanced tissue interleaving to protect your precious photos. We advise that you polish and buff your albums and books from time to time with clear wax leather polish to maintain and nourish the leather. As with all naturally dyed vegetable leathers, which are not coated with artificial cellulose or acrylic coatings, Aspinal leather bound books should be kept out of bright sunlight.

Suede books should be brushed with a soft brush to remove dust particles and dirt. We also advise that they are not put in contact with grease as this will damage suede permanently.

Fur Hats

Fur Hats

Correct handling of your hat will prolong the life of your hat. Avoid handling your hat with dirty or greasy hands as this will be absorbed into the felt and could cause staining. Ideally your hat should be stored on a hat stand to maintain its shape but as a temporary solution it can be rested on its crown on a flat surface. If your hat does lose its shape or you would like to reshape it then the use of steam from a kettle or pan of boiling water by holding the hat over the steam for a few seconds at a safe distance you will be able to re mould.

Periodic cleaning of your hat should be done with a soft bristled brush so no to damage the fur felt. A clean damp cloth can also be used to remove any dirt or debris. For deeper stains that cannot be removed with the brush you can try using a sponge or a rubber based sponge. You should rub gently to the grain of the felt to avoid damage. If the stain cannot be removed specialist advice should be taken from a professional.

A felt hat will be shower proof but should not become saturated. If this happens leave your hat in a warm dry place. Re-molding may be required as detailed above to maintain the shape. Hairdryers or any other heating apparatus should NOT be used to speed up the drying process as this will cause the felt to wrinkle and distort.

Glove Cleaning

Glove Cleaning

To ensure the quality of your leather gloves, you will need to know how to properly care for them and how to wash leather gloves. Cleaning the gloves will keep them in excellent condition.

If your gloves get wet, allow them to dry naturally and away from any external heat source, such as a radiator, hair dryer, the tumble dryer or the sun.

For heavy soiling, we recommend the services of a specialised leather dry cleaner.  If the soiling is light and not dried in, you may try the following:

  1. To begin cleaning your leather gloves, use a clean cloth or towel to dust off the leather.
  2. Prepare a hand hot solution of soft soap flakes such as "Lux" or a moisturising soap.
  3. Place gloves on your hands. It is easiest to wash gloves when they are on your hand. This will fill the gloves and allow you to get into the crevices.
  4. Gently sponge down the outside leather of the gloves with the solution.
  5. Try not to saturate the leather and dab off any excess wetness with a clean dry cloth.
  6. Allow the gloves to dry naturally and do not use any external heat source such as a radiator, hair dryer or the sun.
  7. As the gloves are drying, put them onto the hands of the wearer several times. This will help to stretch the leather and restore the shape of the gloves to the profile of the hands.
  8. If you decide to use a proprietary leather cleaner or conditioner, please read the product instructions carefully, and be sure the product you are using is suitable for your glove leather.
Terms & Conditions
Terms & Conditions

Terms & Conditions

Please view all terms and conditions here