FREE STANDARD SHIPPING ON ORDERS OVER £300

FAQ

We've compiled answers to some of your frequently asked questions below. If you can't find the answer you are looking for, please do contact our customer service team for further help.

 

ONLINE ORDERING

Can I place my order over the phone?

Yes, our customer service team will be able to process your order over the phone. Please call +447990817301 or +44 1312 410 398 to place your order.

How will I know that Brenda Macleod has received my order?

We will send an order acknowledgement email as soon as your order is placed. Please contact us with your order details if you do not receive this email.

How do I add to my order once I have submitted it?

We are unable to add items to an order once it has been placed. We advise that you place a new order for the additional item.

What can I do if an item is out of stock?

For queries about our out of stock items, please contact us.

Can I cancel my order?

Yes. Orders can be cancelled within 14 days from the date the order was placed. You will need to notify us of your cancellation in writing by sending an email to customercare@brendamacleod.com with your order reference number.

Is shopping online with Brenda Macleod secure?

Online payment card transactions are transmitted through a secure server using Secure Socket Layering (SSL) encryption technology by Sagepay.

How do I change my account details?

Go to My Account and sign into your account using your email address and password. Click 'Account Details' and update, remember to save the changes. For security purposes, we may request further information to verify your identity.

What do I do if I have forgotten my password?

Please visit My Account page and enter the email address you provided at registration. You will receive an email with a link to reset your password. Click on the link and follow the instructions. For your own security, we advise that you keep your password confidential.

 

PAYMENT

Which currency will my purchase be made in?

Purchases and shipping costs are charged in British Sterling.

How can I pay for my order?

We accept Visa, Visa debit, Visa Electron, MasterCard, Debit MasterCard, Maestro, American Express and Paypal.

When will I be charged?

Your card or payment method will be charged at the time of placing your order.

 

DELIVERY

When will I receive my order?

Delivery times are estimates and commence from the date of shipping, rather than the date of order. Please visit our Delivery page for more information.

Where does Brenda Macleod deliver?

We currently deliver to most countries around the world.

Can I track my order?

Once your order has been shipped, you can track it at www.dhl.com using the tracking number located in your shipping confirmation email.

Do you ship to multiple addresses?

We can only ship your online order to one address. To ship to multiple addresses, a separate order would need to be placed for each address and you will have to pay the delivery fee for each order.

Do I have to pay for delivery? 

Delivery costs vary and are detailed on our Delivery page. 

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 +44 1312 410 398 quoting your order reference. We're available Monday - Saturday, 9am - 6pm. You can also email customercare@brendamacleod.com - remember to include your order reference in the email.

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.

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.

PRODUCT 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 handcrafted in Italy.

 

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 +44 1312 410398. We're available Monday - Saturday, 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.

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