The questions people ask before they buy, answered plainly. If yours is not here, email contact@heartandkin.store.
Delivery
Where do you ship from?
Our bags are made in China, by the partner workshop we work with, and sent to you directly from there rather than from a warehouse in Britain. It is part of why our prices are what they are, and it is why delivery takes a little longer than you may be used to.
How long will my order take?
7 to 13 working days from order to delivery. That is 1 to 3 working days to prepare your order, then 6 to 10 in transit. We would rather tell you here than apologise for it afterwards.
How much is delivery?
£4.95 anywhere in the UK, and free on orders over £75.
Do you ship outside the UK?
Not yet. We would rather do one country properly than five badly. If you are elsewhere, email us and we will tell you honestly whether we can help.
Can I track my order?
Yes. A tracking number reaches you by email as soon as your bag is on its way. If nothing has arrived within five working days of ordering, email us and we will chase it.
The bags
Is the leather real?
Yes. Every bag in the range is cowhide, and most are top grain, which is the outermost and hardest wearing layer of the hide. Harbour is nubuck and Hearth is suede, which are the same hide finished differently. Each product page says exactly which.
Where are they made?
In China. We say so on every product page and on our about page rather than leaving you to guess.
Are the measurements exact?
They are measured flat by hand, so allow up to 3 cm either way. We publish them on every product page rather than making you ask.
Will the colour match the photograph?
Close, but screens vary and so does leather. The wine and purple tones in particular read differently in daylight. If a colour is not what you expected, that counts as a change of mind and you can send it back.
How do I look after it?
Every product page has a care section written for that particular finish. Suede and nubuck want a brush and no water. Grain leather wants a soft damp cloth and nothing else.
Returns
Can I return something?
Yes. You have 14 days from delivery to tell us you have changed your mind, and a further 14 days to send the bag back. Email us first and we will reply with instructions and an address.
Who pays for the return postage?
You do, if you have simply changed your mind. We do, if the bag is faulty, damaged in transit or not what you ordered. In that case send us a photo and in most cases we will not ask for the bag back at all.
When will I get my refund?
Within 14 days of us receiving the bag, or proof that you have sent it. It includes the standard delivery you originally paid.
Anything else
How do I contact you?
Email contact@heartandkin.store. We answer every message. Heart & Kin is a trading name of Ninth Solution Ltd, registered in England and Wales, company number 16311696.
Full detail is in our delivery policy and returns policy.