Frequently Asked Questions
Hopefully these will provide you with the answers that you need, but if not, please just email us at firstname.lastname@example.org and we’ll do our best to help. We endeavour to answer all questions within 24 hours!
How long will it take between placing my order and receiving my bag?
Orders received by 20:00 hrs will be dispatched the next working day.
Personalised orders will be dispatched in 2 working days.
UK: We provide a wide range of courier services that you can choose from. Delivery usually takes 2 working days from despatch for UK mainland orders. Orders to remote areas of the UK may take longer.
Overseas: It normally takes 2-4 business days for an order to arrive at an address in the United States and Canada and 3-5 business days for an order to arrive at a European address. It usually takes 7 days to arrive in Australia although this only a guide as we can not guarantee international delivery time.
What happens after I have placed an order with you?
You will receive an order confirmation once your order is processed followed by a shipping notification with a tracking number once your order has been dispatched. Please allow 24 hours for the tracking status to be available on the courier service website.
If your parcel has not arrived by the expected date and you have not received a notification or a calling card, please track your parcel status online. You may find that the delivery agent has attempted delivery without leaving a calling card. You can then rearrange a delivery to suit you using the tracking number or arrange a collection from the local depot.
Please note that the destination delivery depot will only hold the parcel for a short while and the parcel will be returned to Niche Lane office in the United Kingdom if you don't act. The customer will be subject to the return postage if the parcel is returned to the United Kingdom.
Please get in contact with us if you encounter any problems with the delivery and we will try our best to assist you.
Does the order require a signature upon delivery?
Yes, all our orders will be delivered to you via a signed for service. The delivery driver will obtain a signature whenever is possible. As a result, we can not deliver the order to a Postal Box or a Parcel Collect Address.
How does click and collect work?
Click & Collect lets you make an order online and then collect it from our office next working day.
Order received by 20:00 hrs will be ready to collect by 2 pm the next day but unforeseen problems such as bad weather can delay us. Please wait for our email saying your order’s ready to pick up before coming to collect it.
Office address: Britannia House, Caerphilly Business Park, Van Rd, Caerphilly, CF83 3GG, United Kingdom
Office Hours: Monday to Friday, 9:00 am - 5:00 pm
How can I pay?
Our site accepts major cards such as Visa, Mastercard, and American Express debit and credit cards.
We also accept Paypal, which means you can pay by most common methods (visa, meastro, american express, discover). Please make sure your shipping address is confirmed in the PayPal system or leave a message to confirm your delivery address. When a confirmed address isn't available, we will contact you to validate your delivery address prior to despatch. This step is to make sure your goods are received at the correct address and arrive promptly.
Do you have seasonal sales?
No, our bags are timeless so we don’t have clearances.
However, that also means that you’ll never be disappointed to discover that the bag you just bought at full price is now heavily discounted.
Will my bag look like the picture?
Whilst every effort is made to ensure the leather we source matches the images on our web site, please be aware that as leather is a natural product and we use no artificial colouring, there may be some variation in shape, colour and texture. The leather may contain natural blemishes or grain marks, this is quite normal and forms the character of the bag - making each one just that little bit unique. This will not affect the quality or durability of your bag.
What if I am not happy with my bag?
We don't think this will be an issue, as we are proud and confident in the quality of our bags. In the unlikely event that you are unhappy with your bag, please contact us at email@example.com within 14 days of receiving your order regarding your intention to return the bag. Once you receive our confirmation, please return your bag to us in unused, original and resalable condition within 28 days of receiving your parcel. We will then give you a full refund for the cost of the product and if the bag is faulty refund the postage cost.
Please note that, unless the bag is faulty, you are responsible for the return postage cost.
We are not able to accept Returns or Exchanges for items that have been embossed.
Do your products have a warranty?
All our bags carry a 12-month warranty from the date of purchase. If you detect a fault within this period, the bag will be repaired or, if necessary, replaced at no extra cost.
We use local cobbler services like Timpsons for repairs. We are happy to cover the cost of the repair if you prefer to fix it locally. Please note if you choose to return the bag to us to repair in the cobbler services, we provide complimentary shipping of your repaired item back to an address in the United Kingdom. Please note we do not cover the cost of shipping your item inbound for repair.
We want to help ensure that your bag will continue to serve you well for years to come, so we also provide spare parts for bags outside of their warranty free of charge where possible. Naturally, this is on the condition that we still stock the spare parts needed for the repair.
Our warranty is only valid when the product is used for the purpose it was intended and under normal conditions.
This warranty does not cover any damage resulting from accident, misuse, abuse (such as tears, cuts and holes in the fabric) normal wear and tear or theft.