Do you have questions about our products, your orders, or general aftercare? Read through for the responses to the most common questions we receive at Hide & Hammer – we hope that this resolved any queries you may have.
Hide & Hammer is a single-person business - we receive many emails and messages, and responding to them all detracts from time in the workshop creating beautiful leather and canvas products for you to enjoy. As such, if your question is clearly answered in the FAQs below, you might not receive a response.
ITEM OUT OF STOCK
We aim to keep a good stock of all our popular products, new releases will be announced through the H&H newsletter which you can sign up for in the footer at the bottom of this page.
A good way to find out when your favourite item has returned is to sign up for the 'out of stock notifications' on the product page.
Occasionally items will be listed as “pre-order” – these are produced after purchase and can take weeks to produce and ship, they are made to order items and the time frame will be clearly listed on the items page at time of purchase.
There will be no exceptions of expedited service at this time. This is not the same as individual custom requests.
Hide & Hammer undertakes a small amount of custom work for bespoke projects. Please contact directly at email@example.com with “CUSTOM” in the subject line if you have something specific that you would like to discuss. All of the designs are to be kept confidential until completion. Each job is undertaken subject to a standard set of terms and conditions issued at project commencement including rights on the design and reproduction. Hide & Hammer reserves the right to select the bespoke projects undertaken, dependent on project capacity at the time.
Stripe - the secure payment system accepts all major credit/debit cards and PayPal – you can select your preference upon checkout. Please do not send cheques, postal orders, or cash to Hide & Hammer.
All discount codes must be applied at time of purchase and within the time limits. Hide & Hammer cannot accept any expired discount codes or retroactively add discounts to past orders.
Orders aim to be packed and shipped within 3 working days of receiving the order. This does not include any UK weekends or bank holidays, or any Hide & Hammer scheduled annual leave that will be clearly stated on the website and on Instagram, and is subject to change in extenuating circumstances. Once your order has been shipped, you will receive a shipping notification (with a tracking number where applicable).
All items are shipped with Royal Mail from our workshop in the UK. Each item is sent to you using a tracked and insured service, an estimated delivery time (in days) is outlined below. We do our best to keep shipping costs as low as possible whilst still maintaining the high level of customer service you've come to expect from us.
Free Shipping - Royal Mail 48 hour tracked service (delivery 2-5 working days)
Upgraded 1st class signed for (Delivery 1-2 working days) - £4.80
Fully tracked shipping (7-14 Days) - £11
Fully Tracked & Insured International Shipping (6-7 days) - £15
Fully tracked shipping (7-14 Days) - £18
Fully Tracked & Insured International Shipping (6-7 days) - £25
Australia & New Zealand -
Fully tracked shipping (7-14 Days) - £18
Fully Tracked & Insured International Shipping (6-7 days) - £20
All Other Countries -
Fully tracked shipping (7-14 Days) - £11
Fully Tracked & Insured International Shipping (6-7 days) - £16
We will do our best to accommodate this for you, please make sure you notify is as soon as possible - firstname.lastname@example.org this will help with the process and speed up the refund of any over paid delivery charges.
The customer is responsible for any customs charges associated with their order. Hide & Hammer does not falsify customs declarations.
This includes most recently items sent to the EU. Each country has its own individual import regulations and charges.
Hide & Hammer is a single-owner business, and despite best efforts sometimes mistakes happen! Please first check your order confirmation email to make sure the initial order was correct, and if what you received differs from this please get in touch. Any incorrect/missing items will be exchanged/replaced at the cost of Hide & Hammer. If the item ordered matches what was received, but this is not what you wanted, please see our exchange and returns policy below.
Shipping details are the responsibility of the customer – please double check your details before you submit an order. Pleas contact us as soon as you notice the mistake - email@example.com and we will do our best.
Non-delivery due to incorrect/missing details will not result in a refund or re-shipping.
Shipping days should be counted from the date of the shipping confirmation email, NOT the order confirmation email. Please double check the shipping address provided, please check with your local mail depot to see if the item has been taken there instead, or even with your neighbours as your package might have been delivered there while you were out. If you are a UK customer and your order has not been delivered within three working days, please get in touch at firstname.lastname@example.org. If you are an international customer you can follow your order with the tracking number provided to see where it is at any time. If a parcel is delivered to Hide & Hammer as undeliverable to the recipient, the customer will be contacted about this. From the date of this email, the customer has 30 days to get in touch to discuss resending of the item (at the cost of the customer). If no response is received following the 30 days, the item will be relisted in the shop, and the full item cost will be refunded to the customer minus shipping costs and minus 20% of the item price as administrative costs.
RETURNS & EXCHANGES
The item must have been unused and still in its original packaging. The item will be inspected by Hide & Hammer - as long as it meets resale standards, an exchange will be valid for items in stock at the time of the exchange request. Otherwise, a full refund will be issued. Return postage and safe delivery of the item are the customer’s responsibility – we recommend signed/recorded postage, and keeping hold of proof of postage until the item has been received at Hide & Hammer. Custom or bespoke items are not eligible for exchange.
The item must have been unused and still in its original packaging. The item will be inspected by Hide & Hammer - as long as it meets resale standards, the customer will be refunded for the item cost but not for the original shipping. Return postage and safe delivery of the item are the customer’s responsibility – we recommend signed/recorded postage, and keeping hold of proof of postage until the item has been received at Hide & Hammer. Custom or bespoke items are not eligible for refund.
At the moment Hide & Hammer has a full complement of wholesale customers. If you would like to be considered for the future as Hide & Hammer grows and expands, please send an email to email@example.com with the word “WHOLESALE” clearly in the subject heading. I will contact you only if and when I have more wholesale slots available.
All of the leather straps are removable with a pair of pliers – we recommend using a non-abrasive cream leather conditioner. The bolts are sealed when they leave the workshop to ensure that they do not continuously come undone, and as such we highly recommend using a metal specific sealant when putting them back together again to avoid them being lost. The canvas is washable by hand in warm water, we do not recommend machine washing.
We recommend using a non-abrasive cream leather conditioner to wipe down and condition the outside of your leather bag. The leather bags should never be soaked in water – however, sometimes accidents happen! If your bag does get wet, let it dry naturally away from heat sources until fully dry, then use a non-abrasive cream leather conditioner several times to fully restore the leather and bring it back to its original softness.
Follow the instructions for taking care of your leather bag, to take care of the outer leather. To take care of and clean the lining, pull the lining through the zip and gently shake out/vacuum any dust and debris inside the bag, then spot clean any parts of the lining that need attention with a damp cloth.
The oilskin bags are handwash only, and can be gently ironed with the cool setting on your iron. Unlike normal oilskins, the higher quality of our oilskin bags mean that the bag is water resistant and does not require lining – water won’t completely run off the bag but it won’t soak through to the other side either. Oilskin re-proofer is available on request, please get in touch.
Replacement bolts are available for purchase in the online shop. For lost or customer-damaged bolts, purchase is the customer’s responsibility and will not be subsidised by Hide & Hammer. We quality check all bolts before installation and once again before the completed item leaves the workshop, however if you believe a bolt to be faulty please get in touch to discuss a replacement.
FAQs reviewed and updated as of 02/06/2021
If you would like to enter to win 15% off your next H&H order. Please share a picture of your purchases with the hashtag - #howihideandhammer and tag @hideandhammer. Alternatively email your images to firstname.lastname@example.org to enter.
Winners are chosen weekly and only if your image is selected will you be eligible for 15% off your next order from H&H.
User Generated Content Terms & Conditions
Terms and Conditions for the use of your photographs and/or social media handles (“Material”) by Hide & Hammer Ltd (“we”/“us”/“our”).
By tagging your images #howihideandhammer and tagging @hideandhammer on instagram or sending them to us (email@example.com, you agree to the following terms:
A. You grant us a royalty free, perpetual, worldwide licence to use your chosen Material on our website and/or any of our media platforms (including but not limited to Instagram, Facebook and Twitter) and/or printed marketing, for marketing purposes and/or in any of our advertising and/or promotional material;
B. We may use, reproduce, distribute, combine with other materials, alter and/or edit your Materials in any manner in our sole discretion, with no obligation to you;
C. You hereby warrant and represent that: (i) you own or have a licence to all rights in and to the Material; (ii) you have obtained permission from any person(s) appearing in your Material to grant the rights specified in these Terms and Conditions; (iii) you are aged 18 years or over; and (iv) our use of your Material in accordance with these Terms and Conditions will not infringe the rights of any third party or breach any applicable law or regulation;
D. You hereby release and discharge us from any obligation to pay you for any use of your Material and/or any of the intellectual property rights contained therein in connection with the uses described in these Terms and Conditions;
E. You shall indemnify and hold us harmless and any person acting on our behalf from any and all claims, demands, costs, liabilities, damages and expenses (including reasonable legal fees) which we may incur in connection with use of the Material in accordance with these Terms and Conditions;
F. These terms and conditions shall be construed in accordance with English law, and the parties irrevocably submit to the exclusive jurisdiction of the English courts in respect of any dispute which may arise hereunder.
G. We reserve the right to amend these Terms and Conditions at any time. Hide & Hammer ltd, Unit 15 Merretts Mill, Inchbrook, Stroud, Gloucestershire, GL5 5EX, United Kingdom.