How long will it take for my order to arrive?
We will let you know when Nelson has finished making your order and when we have posted your item. Following the completion of your product, UK standard delivery usually takes between 3-5 working days.
Will I need to sign for the item?
Yes, as we use a Royal Mail signed for & insured service. However, if you’re not in, the postman will leave a card for redelivery or collection. In some cases the item may be left with and signed for by a next door neighbour.
Why don’t you offer express delivery?
Nelson Were products are handcrafted and made to order, therefore, our advertised products are not dispatch ready. However, we do have a small supply of bags, ,belts and accessories in our Quex Park shop; so if you want something urgently why not drop in or call us and see what we have available in store.
How long will it take to make my bag?
Good things come to those who wait and quality takes time. Please allow up to 45 days (it usually won’t take that long though) for us to lovingly hand craft your product.
How do I make a payment?
We use PayPal to processes all of our online transactions. As a result we do not receive or store any of your credit card information – this is handled by our payment provider, PayPal. For more information on PayPal’s security please click here.
What do I do if I don’t have a PayPal account?
You can register for a FREE PayPal account at https://www.paypal.com/uk/signup/account
Alternatively if you do not want a PayPal account, please contact us via email to make alternative payments arrangements such as cheque or bank transfer. However your transaction will have to be processed manually and not through the website.
What is your returns policy?
You can return any item for a refund or exchange within 14 days of receiving your original order. Please contact us in writing or email informing us of the return whilst stating the reasons why. If you want to exchange the product, then the price of the item must be the same otherwise you will have to pay the excess. Full details of our returns policy can be found here.
Do I pay for the cost of a return?
No, we offer FREE Returns for full priced items. Sale, international & discounted items are returned to us at your own cost.
Can I return bespoke or customised items?
As accommodating as we try to be with returns, bespoke and customised products are unfortunately non refundable. However, if a product made to your own specifications is faulty or fails to give reasonable wear – which is highly unlikely – then upon inspection we will refund or exchange it.
Can I change or cancel my order?
All of our bags are handmade to order, therefore, if we’ve started making your bag then we cannot guarantee that we’ll be able to cancel your order. However, if you’ve changed your mind then please email us at firstname.lastname@example.org as soon as possible and we’ll see what we can do. We care about our customers and will always try to offer the best possible outcome we can.
Will the leather have any marks?
We only use real leather in our products so there will always be a degree of natural marking present. We will use markings that we deem enhance the aesthetics of our products but will always try to cut our patterns around unsuitable/excessive markings wherever possible.
How do I update my account details?
To edit your billing or shipping addresses go to sign in > my account (from the ‘my account’ page you can then choose to edit either your billing or shipping address).
How do I recover my lost password?
If you have forgotten your password then please go to Sign In > Forgotten Password. We will email you instructions on how to change your password. When creating your new password we advise you to include numbers and letters – ideally a mixture of lower and uppercase. Make sure it’s something memorable and try not to leave a copy of it on your computer. For information on password strength and safety tips click here.
How do I know my details are safe?
How do I share my wishlist?
Add the product that tickles your fancy to your wishlist by clicking on the “Add to wishlist” option – this can be found on each individual product page under the “add to cart” button. You can add as many products as you like to your wishlist and can view it by clicking on My Account > Wishlist. From here you can share your products on Facebook, Twitter or Google+ by choosing one of the social media icons. This can be a great way to show your family and friends what you’ve got your eyes on.