Oooh, you're an inquisitive bunch! We've put together all the questions you have asked us over the years into a list below.
DO YOUR HANDBAGS COME WITH A STRAP?
Most of our handbags come with a detachable strap, which clips on and transforms the top handle bag into a cross body or a shoulder bag.
The only rattan style that does not have a strap is the Lian, but we have made purchasing a strap an option for you to add into the basket should you wish to have one. Straps can be found as category pin the products page.
All pandan (tote style) bags do not come with straps.
WILL THE WICKER CHIP OR TEAR ONTO MY CLOTHES?
The wicker is delicate as well as robust, meaning it can endure knocks and bumps but over time excessive amount of bumps will cause the wicker to slightly chip, so please do be careful!
The wicker will not tear on clothes. The process of the wicker goes through around 30 steps before it is sent to you, there is a lot of sanding and buffing during these processes which help prepare the basket ready to be worn with anything delicate. Through using the bag, the basket becomes even smoother over time.
ARE YOUR BAGS WATERPROOF?
Yes! Our bags have been trialled and tested throughout the years in every type of weather condition. Our leather is naturally a very durable material and can endure various weather conditions, however we do recommend to avoid exposing it excessive amounts of rain. Should you run into rain, wipe the leather with a soft cloth and let it dry naturally.
The wicker body is completely weatherproof with the interior lining giving your belongings that extra protection.
ARE YOUR BAGS VEGAN?
This is something we are working on. The main wicker part of the bag is completely vegan and is grown using completely natural rattan grown in the Indonesian rainforest.
We are constantly looking at alternative products and as we have yet to find a vegan leather that does not have some of the harmful synthetic chemicals used on the market now. The leather we use is a vegetable tanned cowhide leather tanned in the Tuscan region of Italy. Vegetable tanned leather is the most sustainable and natural most natural way of processing leather, as it uses natural tannins like tree and bark in the process.
We are always open to new materials, so if you guys have any suggestions drop us an email at email@example.com
DO YOUR HANDBAGS FIT AN IPHONE?
All our handbags, except for the Micro bags, fit the iPhone 13 Pro Max, which is the largest iPhone. As a sizing reference, the Mini Kuai (smallest bag that fits an iPhone) fits a phone no longer than 16cm (iPhone 13 Pro Max is 15cm length).
WHAT ARE THE DIMENSIONS OF YOUR HANDBAGS?
All bag dimensions can be found on the product descriptions on each product. Product sizing can be found in the “DETAILS” section.
HOW MUCH IS IT TO DELIVER MY BAG?
UK - Free Shipping
US - Free Shipping over £110 (around $128 USD).
If your product is shipping to anywhere else, for a single product order we charge a flat fee of £25 (which is around $33 USD). If you are looking to purchase more than one bag, this may affect the price of the delivery. See next question.
WHEN WILL I RECEIVE MY ORDER?
All orders take up to 3-7 business days to receive.
For more information, please see the shipping page for more information.
WHERE DO YOU SHIP TO?
We ship to most places apart from Russia and Europe. You can discover more on where we ship to, prices, transit time and information on customs and duties on our shipping page here.
WILL I HAVE TO PAY TAXES AND DUTIES?
If your parcel is being delivered to the UK and US, you will not have to pay customs and duties on your order.
For any other countries, you may be subject to customs and duties upon arrival. There’s more information on taxes and duties on the shipping page here.
CAN I EXPEDITE THE DELIVERY OF MY ORDER?
If you wish to expedite the delivery, this will be at an added cost. But please do drop us an email at firstname.lastname@example.org quoting the order number and we can look into this for you.
CAN I TRACK MY ORDER?
Once the bag has been dispatched from our unit, you should receive an email from our third party courier on tracking numbers and updates. Please enter on the tracking number on their respective websites using the tracking number.
I AM LOOKING TO BUY MORE THAN ONE BAG, WHY HAS DELIVERY INCREASED?
The delivery charge is based off weight so the more you purchase, the higher the cost of delivery will be. Please see our delivery rates for more than one bag:
UK - Free shipping
US (ordering more than 2+ bags) = £40
Rest of the World (ordering more than 2+ bags) = £40
WHAT IS YOUR RETURNS POLICY?
We hope you love your product, but our returns guarantee entitles you to return the product within 14 days of receipt. All original packaging, labels and tags must be returned with the product without having been tampered with.
For more information, please visit our returns page for more information.
HOW DO I PROCESS A RETURN?
To process your return, please email email@example.com and we will send you a returns number. All returns must be returned within 7 days of receiving the returns number.
CAN I EXCHANGE MY ORDER?
If the bag you ordered isn’t quite what you wanted, you can exchange it with us. You have to process the bag as a return first and we will send out the one you wish to exchange it for.
If the bag you are want is more or less the amount of the bag you are returning, we will arrange payment or refund via email.
HOW MUCH ARE YOUR PRODUCTS IN USD?
We have different currencies on our website. If you’re on our website by laptop or computer, you can change the currency on the top left hand side of the website. If you’re using your mobile to shop, the currency change is on the left hand pop out menu.
WHEN CAN I USE FIRST10?
As a welcome to you joining our email list, we offer FIRST10 when ordering for the first time. You cannot use any discount codes during any promotional periods.
MY FIRST10 CODE IS STILL NOT WORKING?
FIRST10 should work for new customers, but if you experience any issues with the discount code please do drop us an email to firstname.lastname@example.org or pop up to our live chat and we can sort this out for you.
WHO IS KLARNA?
Klarna is a payment service that helps you buy things you want or need with flexible payment options. Right now, over 100 million people worldwide use Klarna at over 200,000 online stores.
HOW DOES PAY IN 3 INSTALMENTS WORK?
AKlarna’s Pay in 3 instalments is a credit product that lets you spread the cost of your purchases over 3 equal payments. Klarna will take the payments from your debit or credit card directly so you don't have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can see your past and future payments at any time using the Klarna app.
HOW DOES PAY IN 30 DAYS WORK?
Pay later in 30 days is a credit product which lets you pay any time within 30 days of your purchase without interest or fees. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna.com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.
CAN I MODIFY MY ORDER?
We are able to modify your order, but this is dependent on your request. Please email email@example.com and we can arrange things via email.
I WOULD LIKE TO SEE THEM IN PERSON. CAN I VISIT A STORE THAT SELLS YOUR BAGS?
We do have retailers throughout the world that stock a couple of styles, if you are wanting to see our styles in person please see our stockists list here and see if it’s nearby.
I AM LOOKING FOR SOMETHING MORE BESPOKE, CAN I SEND YOU SOME IDEAS?
Yes! As we transform the basket into a bag at our unit in Manchester, we are able to offer bespoke services such as Design Your Own. At the moment, you can explore designing your own Mini and Mini Kuai styles on our website here.
If there is another style you wish to design yourself, please email firstname.lastname@example.org and we can arrange something there!
If we've missed anything out or you have any other questions, please feel free to drop us a message at email@example.com or simply chat to us on our live chat function on the bottom left hand corner - we'll get back to you straight away.