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F A Q s

We have put together some answers to your frequently asked questions:

PLACING ORDERS

How do I place an order online?

It is easy to place an order on our site. Simply browse through our beautiful collection of handbags listed under 'Shop', make your selection and click 'add to bag'. Your shopping bag is located at the top hand corner of the page. Once you have finished making your selection, click on 'view shopping bag' to checkout. Once your payment has been processed, your purchase is complete. All your payment information is securely encrypted. We do not store any of your credit/debit card details.

Can I place my order over the phone? 

Yes. Please call us on +44 1463 772071 to place your order over the phone. We are available between 9am - 6pm, Monday - Saturday.

How long will it take to process my order? 

We aim to ship all orders within 48 hours. You'll receive an email confirmation once your order has been shipped. 

What are your payment methods?

We accept Visa, MasterCard, Visa Debit, Visa Electron, MasterCard Debit, American Express and Maestro cards. You can also choose to pay with Paypal. At checkout you will be redirected to the Paypal site to log in and review the payment amount, before clicking 'Pay Now' to confirm. Once the transaction is complete, you will be returned to brendamacleod.com. 

Payment Security - Can I order with the confidence that my payment card information is secure? 

Yes. All transactions on this website are processed using Sage Pay, a secure online payment gateway that encrypts your card details in a secure host environment. At checkout, you will be redirected to Sage Pay secure website and will notice that the URL field of the browser will begin with 'https:' instead of the normal 'http:' - this confirms that you are in a secure mode. 

To give you even more confidence in shopping online with brendamacleod.com, we have introduced 3D Secure and American Express SafeKey, services that protect cards from unauthorised use when you shop with us. To use these services, you must first register for 3D or American Express Safekey with the bank or other organisation that issued your card. Once you have registered and created your own private password with your card issuer, you will be automatically prompted each time you make a purchase.

What is the Card Verification Value (CVV)?

The CVV is a 3 or 4 digit number embossed or imprinted on the signature panel on the back of Visa and MasterCard cards and on the front of American Express cards. This code is used to validate your purchase as an extra security measure. Your order cannot be processed without a valid CVV. Once your order has been processed, the code will not be held on file.

Is it possible to cancel or change my order? 

Yes. You have 14 days after making a purchase to cancel your order. You will need to notify us of your cancellation in writing.  Please send an email to customercare@brendamacleod.com, quoting your order reference number in the email.

How do I know my order has been submitted successfully? 

Once your order has been completed and your payment has been successful, you will receive an acknowledgement email. This will contain your order number, the items you have purchased, the total amount spent and your choice of delivery. If you do not receive an email at the completion of your order, please call us on 01463 772071. Alternatively, send an email to customercare@brendamacleod.com

When will my payment card be charged for my order? 

Your credit/debit card or Paypal account will be charged at the time of placing the order. 

Do you sell gift cards?

We are sadly unable to sell gift cards at this time, but it's something we hope to offer very soon!

I love your bags but want to feel them in real life before I buy - help!

Being an online store, we make the images of the bags we offer as real life as we possibly can. However if you want to see and feel the bags, we're currently stocked in a store in a beautiful shop called Number39 on 39 High Street, West Malling, Kent. If you do not live near Kent, then give us a call, we can work something out.

DELIVERY

Do I have to pay for delivery? 

Delivery costs vary and are detailed on our Delivery page. Your order will be carefully packaged and delivered to your designated address. In order to provide you with a quality, prompt service, we use 'signed for' couriers who allow you to track your order.

How long do I have to wait for my order to arrive?

This will depend on your location. See our Delivery page for more information.

Do you deliver outside the United Kingdom? 

Yes. We deliver to most countries around the world. See our Delivery page for more information on international deliveries.

Can I add delivery information to my order? 

Yes. Simply complete the 'Special instructions' box available before checkout, and we will pass your instructions on to our couriers.

What do I do if my order has not been delivered after the specified date? 

Please call us on 01463 772071 quoting your order reference. We're available Monday - Friday, 9am - 6pm. You can also email customercare@brendamacleod.com - remember to include your order reference in the email.

What if I am not at home when the courier tries to deliver my order? 

As a security precaution, we will require a signature upon delivery for all goods shipped. If you are not at home at the time of delivery, our courier will leave a card at your delivery address with detailed instructions on what to do. You can call the number on the card to arrange re-delivery or advise them to hold in depot for you to collect in person. Please note that your order will be held with the courier for 7 days, and if no contact has been made within that time, it will be returned to us and your order will be cancelled. 

Can I track my delivery?

It's easy to track your order by logging on to www.dhl.co.uk and entering the tracking number that was sent to you via email. Alternatively, you can contact Customer Care on +44 1463 772071, or email customercare@brendamacleod.com

RETURNS AND REFUNDS

What is your returns policy? 

We offer a 14-day return policy. If you are not completely satisfied with your goods, simply return it to us within this time for a full refund. The items you ordered must be returned to us in perfect condition, and in their original packaging. We offer free returns within the UK, simply send an email to customercare@brendamacleod.com. The cost of returning all international orders (orders outside the UK) are the responsibility of the customer. Please see our Returns page for more information.

Do you offer exchanges? 

At this time we are unable to offer exchanges. If you would like to exchange a product, please return it and place a new order. Please note that relevant return charges will apply and delivery will be charged for your new order.

When will I receive my refund? 

All successfully returned items will be credited to the original payment method. You will receive an email notification when your return has been processed. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

PRODUCTS AND AFTERCARE

How do I look after my product?

The materials we use are chosen with the greatest care, and their handcrafted treatment makes them irregular and individual. If you follow our recommendations, all our bags should age beautifully.

For more information, see our Leather Care page.

Will my bag come with a dust bag?

All bags come packaged in a protective Brenda Macleod dust bag; store your bag in this and it will love you forever.

Where are your bags made?

All of our bags are made in Italy.

CUSTOMER ACCOUNTS

Do I have to register an account? 

We recommend that you create an account with us when placing an order for the first time. This will save you time at the checkout on all your future orders as your personal information including delivery address will be saved on your account. You can also have access to your order history or check the status of a current order. 

What is my username? 

You will be required to create a username when you register with us. Your username is your email address.

What happens if I forget my password? 

You don't have to worry if you forget your password, we will reset it for you. Simply go to the Account page and enter the email address you provided at registration. You will then receive an email with a link to reset your password. Click on the link and follow the instructions. For your own security, keep your username and password confidential and safe at all times.

WHOLESALES

I buy wholesales, can I order directly from your Site?

Not quite, but thank you for your interest in Brenda Macleod. To enable us deal with your wholesale enquiry, please send an email to wholesales@brendamacleod.com, or call us on 01463 772071, starting the nature of your business and we'll be in touch.

GETTING IN TOUCH

How do I contact you? 

If you have not found the answer to your question on this page, then send an email with your question to customercare@brendamacleod.com. You can also call us on 01463 772071. We're available Monday - Friday, 9am - 6pm. Alternatively, you can go to the Contact us page and leave a message. We aim to respond to all messages within 24 hours.