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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-8.30pm, 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 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.

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. 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.

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.

If your parcel is too large to fit through your letterbox and nobody is home, then Royal Mail will leave a card advising that they attempted to deliver your parcel. The card explains why they were unable to deliver, and tells you how to arrange redelivery or collection.

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 Royal Mail.
Q. How much does delivery cost?
A. All parcels dispatched via DHL will require a signature upon delivery. Royal Mail Tracked Service does not require a signature.
  • UK - 1-3 days £4.96 ($8.50)
  • USA & CANADA - 2-3 days £10.50 ($14.95)
  • Europe - 1-2 days £12.00 ($21.00) (€12.00)
  • Rest of the World - 2-3 days £18.50 ($30.00) (€20.00)
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 on the same day . This does not include orders with personalisation which can take an additional 5-7 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 5-7 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, please allow an additional 1-2 days for despatch. 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. 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.
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.

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orders

Q. Terms & Conditions for Free Wallet or Brit Duo Offer
A.
  • Only one Wallet or Brit Duo per transaction.
  • Personalisation of these items (where applicable) is charged at the standard rate.
  • Cannot be used in conjunction with any other offer.
  • Wallet or Brit Duo cannot be offset against any other product and are non-transferrable.
  • Only 3 colours of Billfold Wallet are available for this offer.
  • The Brit Duo consists of 1 x Brit Heart Keyring and 1 x Brit Clutch Pouch.
  • Qualifying orders must exceed £200.
  • Complimentary gift items are non-returnable.
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.

Our range of Travel Bags will arrive in an Aspinal protective luggage cover. Made from water resistant cotton mix fabric, our luggage covers are designed for storing your travel bag when not in use and for protection against scuffs and scratches when checking in at the airport.

Our range of Ladies & Mens Leather Gloves and Mens Socks will arrive beautifully gift wrapped in an Aspinal signature gift presentation sleeve.
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 customers in the United Kingdom, we advise that for your security you return any product via Royal Mail Special Delivery to the address below and retain a receipt as proof of postage.

Customers living outside the United Kingdom are advised to contact our Customer Service Team on +44 (0)1428 648180 prior to returning any products.

Aspinal of London is not responsible for any 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 first 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, Highfield, 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 or Snakeskin product?
A. 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 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.
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 or Belt 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 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 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. Do any of your products come with Aspinal Pens as standard?
A. Please note, that the pens and ruler shown in our image showcases are props only and do not come as standard. If you would like to purchase an Aspinal Pen, please view our full range of Aspinal Sterling Silver and Leather Pens by Clicking Here.
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 through 3rd party stockists or concessions. Items purchased from the sale can be returned for an exchange within 14 days of receipt. Items purchased online cannot be returned to Aspinal at Selfridges, Aspinal at House of Fraser or Aspinal at John Lewis. Purchases of sale products made in any Aspinal of London store are non-refundable and non-exchangeable unless the product is faulty whereby a valid receipt of purchase must be presented.

Gift Wrapping charges remain chargeable at £5.00 unless otherwise stated. Delivery on sale product orders is £4.96 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. Exchange 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. This does not affect your statutory rights.

Online Sale Stock is limited and all orders are subject to availability.

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Hat Care

Q. How should I handle my hat?
A. 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.
Q. How should I clean my hat?
A. 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.
Q. What should I do if my hat gets wet?
A. 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.

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Fine Jewellery Returns Policy

Q. Can I return an item of Fine Jewellery?
A. Aspinal of London Fine Jewellery 7 Day Return Policy

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 call 0845 052 6900 (UK) or+44 (0)1428 648180 (overseas) or email enquiries@aspinaloflondon.com and a member of our team will assist you.

We request that all items of jewellery being returned from within the UK are returned within 7 days of issuing your RA code. For international returns an RA code must be obtained & shipped within 7 days of delivery.

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.

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.

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

If you require a refund on the item please be aware that Aspinal of London are only available to refund to the same card used when placing the original order.

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

We cannot accept any product back outside of the 7 day policy.

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

Upon receipt of an order, if any item has been received with no tags, you should notify us (by phone or email) on the same day if you wish to return the item.

We advise all customers to check their jewellery thoroughly upon delivery before removing the Aspinal security tag.

Please note that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).

Bespoke items, Special Orders & personalized/engraved items cannot be exchanged or returned under any circumstance.

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fine jewellery care

Q. How do I care for my Fine Jewellery?
A. Care of Gemstones

Care should be taken with gemstones to ensure that they are not knocked or scratched when worn, and care should also be taken to ensure they don’t knock against one another when stored.

Many gemstones are also susceptible to damage by chemicals, water and even sunlight.

Particular care should be taken when wearing Emerald jewellery. A widespread practice is to treat emeralds in order to disguise the very frequent appearance of flaws that are a natural property of this stone. For this reason, Emeralds should never be cleaned in an ultrasonic cleaning device.

Emerald jewellery can be carefully cleaned using lukewarm soapy water and rinsed thoroughly afterwards. As general maintenance Emeralds should be re oiled by a professional every 2/3 years depending on how often they are worn.

Care of Diamonds

While diamonds are an extremely hard stone, they can get chipped or fractured from sharp blows to the stone. It is also not impossible to scratch a diamond with another diamond, so care must always be taken to ensure that stones don’t knock or grind against each other when worn or stored.

Diamonds can easily look dull with a build up of grease and debris from daily wear. This is easily resolved with some warm, soapy liquid and a soft toothbrush to clean the stone and the setting. Always rinse the stone and setting properly afterwards to ensure no soapy residue is left on the stone and dry with a soft untreated cloth.

Care of Pearls

As an organic gem, Pearls require special care to keep them looking their best. They are particularly susceptible to damage from chemicals such as make-up and hair spray. Pearls can easily absorb these substances damaging the natural lustre of the Pearl. Your Pearl jewellery should be the last thing you put on when getting ready and the first thing you take off at the end of a day.

Wipe your Pearls with a soft, lint-free cloth as soon as you take them off. The cloth can be dampened with water, or it can be dry. If damp, allow the Pearls to air dry before putting them away. Pearls must never be put in an ultrasonic cleaning machine, or be cleaned with ammonia or harsh detergents.

Don’t store your Pearls with other jewellery because they can easily be scratched when metal or gemstones rub against them. Keep them in a soft bag made from fabric which is breathable. Do not store Pearls in a plastic bag. Taking good care of your Pearls will ensure the look their best at all times.

Care of Gold Jewellery

We recommend that you should wear gold of a similar quality/carat together to stop any wear from a harder lower carat gold rubbing against a softer higher carat gold causing abrasion to the surface.

Gold should be cleaned regularly in order to maintain its beauty. A soft, lint free cloth is an effective way to keep gold jewellery looking shiny and lustrous.

Gold is a relatively delicate material and particularly susceptible to damage from harsh chemicals such as chlorine. Chlorine can permanently damage or discolour gold jewellery. For that reason, you should avoid wearing gold jewellery when using chlorine or bleach cleaning products or while in a pool or hot tub that contains chlorine treated water.

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