Ordering Your Product
How do I place an order?
What are the benefits of creating an account?
Good things happen to those who sign up. You’ll have access to exclusive offers and content as well as an easier, seamless shopping experience. Your order history will be kept and you can find links to tracking for all active orders. You can store your shipping and billing address to save having to repeat the process of entering them in the future.
How will I know my order has been despatched?
We will email or text you once your order has been despatched to confirm that your order is on it’s way to you, included in this communication will be how you can track your parcel.
How long will my order take to arrive?
We attempt to despatch all orders within two working days of you placing your order and then delivery is dependent on where you live in the world. You can find out more about delivery times around the world here.
How can I contact your couriers?
All of our couriers have customer care teams but depending on the issue you may need to contact us first and we can then contact our couriers on your behalf. We’re always happy to help in the first instance.
Can I cancel or amend my order?
We aim to despatch your order as soon as possible, this means we cannot cancel or amend your order once it has been placed. If your order is incorrect, you can, of course, return or exchange (non-embossed) items once they’ve been delivered to you.
Can I add an item to my order after I have placed it?
Unfortunately we cannot add items to an order once it has been placed. You can place a secondary order or contact our Customer Care team by clicking below who will be more than happy to take your order over the phone.
Can I change my delivery address after purchase?
Unfortunately we can’t change your details once your order has been placed. If you have made a mistake, get in touch with our customer care team and they will speak to the courier on your behalf.
Can you emboss my order after I have made a purchase?
Yes, we offer post purchase embossing in our stores. If you live near one of our stores then you can pop in and our team will emboss on the day, otherwise you can call them and arrange for your bag to be sent to them.
Do I need to sign for my delivery?
All deliveries require a signature. All UK customers have the option of having their parcel left in a safe place - all you need to do is select the “leave in a safe place” option when our courier contacts you regarding the delivery of your parcel.
What couriers do you use for UK and international deliveries?
For all orders in the UK or sent to a European country, we use DPD. For Russia, Brazil and China we use WNDirect and for the US and the rest of the world we use DHL.
Do you offer next day delivery?
We do not currently offer guranteed next day delivery. If you need your bag in a hurry you can contact our customer care team or one of our stores and we will try our hardest to expedite the despatch of your parcel.
Do you deliver to BFPO’s or PO boxes?
We do not deliver to BFPO’s or PO BOXES unless you live in an area such as the UEA where PO boxes are a standard form of delivery.
What does it mean if my parcel has been “Reconsigned to Sender”?
This means that your parcel has been sent back to us. There are many reasons a parcel might be reconsigned; this is most likely due to issues at customs or the courier being unable to deliver your parcel. If your parcel tracking information reads “Reconsigned to Sender” please contact our Customer Care team by clicking below who will be able to rearrange your delivery.
Can I have my trunk order delivered internationally?
We deliver our trunks to China, Russia, Brazil and the US. You can find out the exact delivery costs by contacting our Customer Care team by clicking below.
Can I order a bag from one of your stores?
Yes. If the item you want is in stock, our store team can take the payment and arrange for it to be sent directly to your home.
Why have I only received part of my order?
If you have only received part of your order, please get in touch with our Customer Care team by clicking below.
I have received an incorrect item in my order, what do I do?
If you have received something you didn’t order, please get in touch with our Customer Care team by clicking below.