Shipping and Refund Policy

Shipping

Shipping to UK destinations is by Royal Mail first class postage and is free of charge.

Shipping to international destinations is calculated at checkout and is dependant on the service selected.

As the majority of our products are crafted to order, shipping (the date we post) can typically take up to 6 days from the date the order was placed. For the Rolltop Backpacks, shipping is 4 weeks from time of order.

Please note that the shipping times above are for guidance only. At busy times of year or when materials are in short supply, these times may be extended. 

Please double check your shipping address in the checkout pages as Ross Hugo Leather cannot be held liable for non arrivals due to inaccurate address details. 

Returns

Ross Hugo Leather will happily refund or exchange any product if requested in writing (letter or email) within 28 days of the date of delivery. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Some goods are exempt from being returned. Namely:

1) Personalised goods that have been stamped as requested by the customer

2) Bespoke orders that have been requested by the customer and subsequently crafted by us specifically for that customer 

Once a request for a return or exchange has been made, we will contact you to arrange the details of the return.

Shipping charges to return a product will be at the customer’s expense and for international orders, any Customs/Duty charges will also be at the customer's expense. Ross Hugo Leather will not be responsible or liable for any returned products lost or damaged in transit. You may wish to consider using a trackable shipping service.

Any products deemed to be returned due to poor workmanship or an administrative error on our part, will have their return postage refunded.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@rosshugo.co.uk