FAQ's


We hope you will find the answer to your question here. If not please contact our customer service team using one of the following methods.  We are available Monday-Thursday 9am-9pm, Friday 9am-8pm and Saturday 9am-4pm GMT.

Email:                  enquiries@aspinaloflondon.com

UK:                       0845 052 6900

Toll Free USA:    1-888-325-3302

International:      +44 (0)1428 648180

shipping

Q. How can I track my parcel?
A. Completing the registration process will allow you to set up your own Aspinal account, where you can view your order status online and obtain the information to track your delivery. You can do this anytime by logging in to your account.

Currently, your order will show as three possible statuses; In Processing, Shipped or Cancelled. However, we can provide additional information at anytime by telephone or email.
Q. How will you ship my order?
A. We use DHL courier service to deliver all of our customer parcels. We do not use Royal Mail for any deliveries.

All parcels are dispatched with DHL who deliver Monday to Friday 9.00am-5.30pm and will require a signature upon delivery. This however will not apply to Bank Holidays. Please kindly ensure that there will be someone to sign for the parcel at the delivery address. In the event no one is available to sign, DHL will leave a card for you to contact them and arrange a more convenient date for redelivery.

After the very first attempt, you also have the option to collect the parcel from the DHL depot.

Unfortunately we are unable to change the delivery address once the order has been processed. Changes of address will need to be made directly with DHL.

We cannot accept responsibility for parcels that DHL have been unable to deliver, nor parcels which have been left without a signature at your request. We always recommend that you provide us with a business address for deliveries, as there is always likely to be someone who can sign on your behalf.

Delivery to APO/BFPO and PO BOX addresses is not currently available.
Q. How much does delivery cost?
A. All parcels are dispatched with DHL and will require a signature upon delivery.
  • UK - 1-2 days £4.95 ($8.50)
  • USA & CANADA - 2-3 days £10.50 ($14.95)
  • Europe - 1-2 days £12.00 ($21.00)
  • Rest of the World - 2-3 days £18.50 ($30.00)
Q. Can I specify a day for delivery?
A. Unfortunately, we cannot specify an exact delivery date but we do advise that you call customer services if your order is urgent, so we can speed up the process wherever possible.
Q. Will I have to pay any Import Duty if I am purchasing from abroad?
A. Any import customs tax & duty are paid in full by Aspinal of London. If 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 let us know immediately and we will credit you accordingly. A nominal charge of 5% and 2½% (Overseas and UK Orders respectively) will be made on your total purchase price at checkout to subsidise tax, duty, and goods insurance in transit, credit card fees and handling.
Q. When will my order be dispatched?
A. Orders received before 12.00 noon Mon-Fri are usually dispatched the same day. This does not include orders with personalisation which can take an additional 5 working days to complete and for engraving; this can be up to an additional 10 working days. Please note that we are not open on Bank Holidays.

DHL will deliver parcels to the mainland UK on a 1-2 day service.

Orders being delivered to Ireland, USA, Canada, Europe and ROW are dispatched with DHL on a 2-3 day service.

** We do not ship to countries which are not available for selection on the check-out screen.

**Please remember that 'Personalisation' orders require 3-5 processing days prior to dispatch and 'Engraving' of products such as Flasks, Cufflinks and Pens require up to 10 days processing prior to dispatch.

During busy periods such as Sale time, Valentines, Mothers Day, Fathers Day and Christmas, orders will be dispatched within 2-3 working days. Orders that require personalisation will require up to 10 processing days prior to dispatch.

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secure-shopping

Q. Is my personal information kept private?
A. Yes, at Aspinal of London we consider the information you choose to share with us personal and confidential. We will use your information from time to time to update you of special offers and promotions. In addition, we will also send to you our latest brochures which will contain new and exciting additions to our collection. You can choose to opt out from any of these things at any time. For further information, please check our Privacy Statement.
Q. Is it safe to use my credit card on www.aspinaloflondon.com?
A. Yes, shopping with Aspinal of London online is completely safe and secure. We use a Thawte 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 Thawte you can visit their website at http://www.thawte.com.
Q. What payment methods can I use?
A. We accept all major credit and debit cards, however we regret that we are unable to accept Visa Electron, Diners Club or Discover Card.

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orders

Q. I haven’t received an email confirmation, what should I do?
A. An automated email confirmation is sent to your email address once your order has been submitted and should be received 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 call our customer service team on 0845 052 6900 or Toll Free USA 1-888-325-3302.
Q. How do I change the address for an order?
A. You can change your delivery address at any point up until it has been processed by our warehouse. After this point we regret we are unable to change a delivery address. For further assistance on this matter please call out Customer Service Team on 0845 052 6900 or USA Tollfree 1-888-325-3302.
Q. How can I cancel my order?
A. You can cancel your order up until the moment it is dispatched from our warehouse.

However, we regret that if the order requires personalisation and has already been processed we are unable to cancel the order.

If you are in any doubt, we urge you to call our customer service team rather than emailing a cancellation request.
Q. Will my product be gift boxed?
A. Gift presentation is an additional service unless otherwise stated. You can choose a box from the drop down menu on your selected product. We regret that certain items cannot be gift boxed such as ladies handbags and some large business cases, however these are all packaged with an Aspinal felt bag. At this time, items such as weekender and grand tourer luggage will be wrapped for shipment only.
Q. Will somebody let me know if my item is unavailable?
A. You will receive an automatic email confirmation of your order but this does not confirm the item is in stock.

In the event that an item you have ordered is delayed or out of stock, a member of our customer service team will contact you and notify you of the "in stock" date. If you do not wish to remain on our waiting list, they will be able to offer you an alternative colour option or design.

If you have any queries regarding your order please contact our team and they will be able to assist you further.
Q. How long does it take to personalise a product?
A. We ask that you allow up to 5 processing days for the personalisation service of our leather goods and engraving of Cufflinks, Flasks and Pens. This is to ensure that the product can be selected, completed, quality checked and packaged ready for dispatch. During busy periods such as Christmas we ask our customers to allow up to 10 processing days prior to dispatch.

Please see our Personalisation page for further details.

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guarantee

Q. Do I get a manufacturer's warranty with my purchase?
A. All products are covered by a 1 year manufacturing guarantee 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 call our customer service team for assistance on 0845 052 6900 or Toll Free USA 1-888-325-3302.
Q. What if I have received a faulty item?
A. In the unlikely event any part of your item is faulty upon delivery, please call our customer service team for assistance on 0845 052 6900 or Toll Free USA 1-888-325-3302.

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Returns

Q. Can I return my product if it has been Personalised?
A. We are unable to offer an exchange or refund on any items that have been personalised or engraved.

Additionally, we regret we are unable to refund shipping costs or gift box charges.
Q. How do I return a product I bought in store?
A. Purchases made at Selfridges or in any other store location 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.
Q. Can I return an item after I receive it?
A. 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.

Simply fill out the Returns Note (download one here) 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 the address below.

If you require a refund on the item please provide us with a current credit or debit card number and any other information requested on the Returns Note.
Q. How should I return a product?
A. For your security we advise you return any product with an insured courier to the address below (e.g. FedEx, UPS, and Royal Mail recorded delivery) and retain a receipt.

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. If the product is faulty, please call customer services for assistance.

We cannot accept any product back outside of the 30 day policy.

Simply fill out the Returns Form enclosed with your parcel (or download one here) 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 the address below.

Returns Dept, Aspinal of London, Longfield, Midhurst Road, Fernhurst, West Sussex, GU27 3HA, United Kingdom.

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Leather Care

Q. What action should be taken if my leather product gets wet?
A. 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.
Q. How do I care for my Aspinal Photograph Album or Book?
A. 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.
Q. How do I look after my leather product?
A. 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.
Q. How do I care for my Buffalo Hide product?
A. In order to maintain the beauty of our Buffalo Hide 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 products, moulting can occur in warm conditions. This is perfectly acceptable and unavoidable with a natural product. Any continuous friction will also cause the fur 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.
Q. How do I care for my Aspinal Handbag, Travel bag, Briefcase?
A. 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.
Q. What products should I use to care for my leather product?
A. 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.

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Sizing Guide

Q. How do I know what size Gloves / Belt / Slippers to buy?
A.

Glove Measurement Guide:

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 and refer to the sizing chart for your appropriate glove size.


The table below shows the measurement guide for Ladies Leather Slippers.
SizeUKEUUSA
S3 - 4.535.5 - 37.55.5 - 7
M5 - 6.538 - 407.5 - 9
L7 - 841 - 429.5 – 10.5


The table below shows the measurement guide for Ladies Leather Belts.
Size"cm""inches"
S66cm-72cm26"-28.5"
M74cm-80cm29"-31.5"
L 81cm-90cm32"-35.5"


The table below shows the measurement guide for Men’s Leather Slippers.
UKEUUSA
7417.5
7.541-428
8428.5
8.5439
943-449.5
9.54410
1044-4510.5
10.54511
114611.5


The table below shows the measurement guide for Men's Leather Belts.
Size"cm""inches"
S80cm-90cm31.5"-35.5"
M90cm-100cm35.5"-39.5"
L 100cm-109cm39"-43"

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miscellaneous

Q. I have forgotten my password?
A. If you have forgotten your password and would like to reset it, please click the link below. You will be prompted to enter your email address and we will send you an email link for setting a new password.

Forgotten your password? Click here.
Q. How do I attach my photos into the album?
A. All of the Albums we make are made with acid free archival card pages, which are completely plain. There are no mats, pockets or adhesive covers on the pages, so photos are mounted directly on to the card page using an adhesive or photo corners.

Whenever possible you should try to acquire adhesive which is acid free. This will enable photos to be removed at a later date without damaging the photo or card pages. Acid free adhesive also helps to prevent staining or discolouration of photographs.

We have a couple of solutions on our web site, one being the roll on adhesive called Hermafix. You can see this product online, at the bottom of the Albums and Scrapbook page.
Q. What are the Terms and Conditions for the Online Sale?
A. Prices are valid only on personal orders. All orders are subject to acceptance under Aspinal of London standard terms and conditions. Orders that are considered to be commercial may be excluded from this sale. The sale offer is not valid in conjunction with any other Aspinal, Aspinal at Selfridges, Mail-Order or internet offer. If you need to return your order for any reason for an exchange or refund, you can do so at any time within 30 days of receipt. Items cannot be returned to Aspinal at Selfridges. Packing charges remain chargeable at £5.00 unless otherwise stated. Delivery on sale orders is £4.95 for standard UK deliveries and $14.95 for USA deliveries. All other delivery charges remain and can be viewed on the shipping page of the Aspinal of London website. Standard UK delivery can take up to 3-4 working days during sale time, as we are extremely busy. Return of purchases will be for the price actually paid. No price adjustments or partial reimbursements will be made on previous purchases. Exchanges for different product are permitted; however the discount will not be applied to exchanges for different merchandise after this sale has ended or to items which were not offered in the sale. Stock is limited and all orders are subject to availability.

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