Shipping costs - UK
UK shipping is now FREE for all Freckle + Hide products. I aim to pop your product in the post within a couple of days. If you need your item more quickly (because sometimes it seems to take AGES when you are waiting for something new and exciting) then get in touch at hello@freckleandhide.co.uk and I’ll do my best to help. Items over £50 will be insured and may require a signature on delivery.
Shipping costs - Worldwide
I love my products to be winging their way to far flung destinations so am delighted to offer worldwide shipping via Royal Mail International Tracked. Shipping costs will be calculated at the checkout based on the weight of the items and where you are in the world. Please note that any duties and/or import taxes are solely the responsibility of the buyer so please check out your local regulations before completing your purchase. I always obtain proof of postage and whilst we cannot be held responsible for items lost or damaged after they leave our care, I will try to help with any postal problems you have as long as you are nice to me.
Dispatch
I aim to dispatch orders within 48 hours. The exception to this is custom orders or products with a bespoke element (such as the George waist bag). In these cases I will be in touch once the order is placed to discuss requirements and will keep in touch with you during the making process to keep you updated with the progress of your item.
Packaging
To honour my commitment to run a zero waste business, where possible products will be sent in re-used packaging. It doesn’t always look pretty but I guarantee what’s inside is.
Covid Clause
The world is a bit crazy at the moment and restrictions to contain covid are changing frequently and without much notice. I will do my very best to dispatch your order ASAP but there may be delays either at my end or with Royal Mail and/or your local mail provider whilst the pandemic is ongoing. I will keep in touch with any relevant order updates and if you have any questions or concerns, please email me at hello@freckleandhide.co.uk and we can talk them through.
Returns policy
It is difficult to buy things online when you can’t see the item in real life or stroke it before you buy. If only scratch and sniff internet was a thing. I want you to fall madly in love with our products, but if when it arrives you find you only ‘like” it (the most insipid word ever) or find your feelings toward it are more of a slight, thin sort of inclination, then you are welcome to return it to me within 30 days. The item must be unused and in perfect condition and we do ask that you cover the cost of the return postage.
Warranty
When you buy from me, I consider you family. Not the kind of family you put up with but secretly hope that they fall under a bus, but family in the “I’m here for you, give me a call, let’s hug it out” kind of way. So if there is a problem please get in touch. If the problem is with my workmanship or materials then I will be happy to repair or replace the item free of charge. If your puppy has used your bag as a chew toy, your 4 year hold has decided to use your wallet as the canvas for their latest masterpiece or the leather has worn away where you have been obsessively petting it (you know who you are), this won’t be covered under warranty but we would be happy to try to help, so do drop us a line.
In order for the warranty to apply, you need to take reasonable care of your item, so don’t throw it under a train, take it wild swimming with you or use some of the hardware to open an ice cold beer at the end of the day. The leather we use will benefit from a gentle towel dry if you get stuck in the rain (please don’t put in on the radiator, how would you like your bum burnt?) and a wee moisturise with leather conditioner once a year or so to keep it in good condition.
Our leather
All my leather has been reclaimed, so has had another life before it came to me. Luckily for you, this means the leather is super soft and supple like your favourite, comfiest pair of shoes (without the smell) but it does mean that there may be marks on the leather. These tend to be most visible on tan leather. I love the personality this brings to our products but if that’s not your bag (did you see what we did there?) then go for one of the darker colours. In order to reclaim the maximum leather from an item, I tend to split the leather down existing seams and unpick previous stitching to make use of the seam allowance. On some of my products I keep these imperfections and use them as part of the design. I will usually mention this in the description and/or make sure it is included in some of the photos but if you aren’t sure then get in touch and I can answer any questions you may have.
Commissions
I love working with people on bespoke items and am always happy to chat through your ideas. Once we have agreed on a design and I have given you a quote, a 50% non-refundable deposit is required before work starts on your item. I will give you an estimate of timescale for the finished product and will try to keep you updated on the progress. Once the item is finished, I will send you pictures of the finished products and if you are happy, will send you an invoice for the balance of the cost. This needs to be paid in full before the item is shipped.
