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.
At Hide & Hammer, you will find a wide range of canvas and leather bags , and leather accessories.
Our most popular products are:
01 – leather zip pouch bags
02 – leather and canvas small drawstring project bags
03 – roll top canvas project bags with leather straps
04 – pop base bag
Please note that all monitors vary – at Hide & Hammer we ensure that photos uploaded resemble real-life colours, but there may be slight tonal changes on listings viewed across different screens and devices. We recommend turning off any night-mode functions to view a truer representation of colours if browsing the website at night. Should you be concerned about this please get in touch and we can post out samples of the canvas and leather.
You will find that ahead of shop updates there is a countdown timer on each product. This lists the time that the item will go live for purchasing. You will still be able to view all of the information about the product in the build up to its release for purchase.
The shop update times will be clearly listed in our weekly emails as well as new product releases and show dates. Please make sure you sign up to our newsletter if you wish to be kept up to date with this information.
Hide & Hammer reserve the right to delete aggressive or rude emails in regards to cart jacking and alike. Anyone that is found to be rude, aggressive or threatening may find that further orders are refunded without explanation. Hide & Hammer also reserve the right to block these people from social media. Hide & Hammer strive to promote a safe work place and this extends to our social media platforms and as such we operate a one strike policy... One warning will be issued and then if the behaviour continues a notification will be issued regarding our policy on aggression and bullying this will be the final warning resulting in blocking from our social media platforms and from future orders, we reserve the right to refund your order should you have been blocked.
Occasionally items will be listed as “pre-order” – these are produced after purchase and can take up to 8 weeks to produce and ship. There will be no exceptions of expedited service at this time. This is not the same as individual custom requests.
The shop is operated on a first-come-first-served basis and items cannot be reserved in advance or held for customers. Hide & Hammer recommends that customers sign up to our email newsletter and follow us on social media for update announcements.
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.
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.
There is a 30 minute cart timer set on your cart to make sure you have enough time to research your purchases fully and add any additional products to your cart before check out. Please be sure to check our within the 30 minutes otherwise you will lose the items in your cart back into stock rotation and they will be available for others to purchase you may not be able to get them back.
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 UK, and the method varies depending on the item destination. Each method requires a signature on delivery, with no exceptions. Please see below for specifics:
UK orders: all orders are shipped with “Royal Mail Signed For 1st Class”. This service aims to deliver items the next working day, including Saturdays, and requires signature upon delivery. Please note that this is not a fully tracked service, only providing confirmation of delivery.
International orders: orders shipped with “Royal Mail International Tracked & Signed” – this is a combination service offering full end-to-end tracking, signature on delivery and an online delivery confirmation. You will receive a tracking number within 48 hours of receiving a shipping confirmation email so that you can track your item. Royal Mail aims to deliver to Europe within 3-5 working days (3-4 working days for Ireland, France, Germany, Spain, Italy, Netherlands, Switzerland, Belgium, Sweden, Austria and Luxembourg) and worldwide within 5-7 working days.
Should you select International economy or International standard shipping options these services are not tracked and can take up to 50 days at peak times.
All products are shipped in heavy duty, recyclable paper bags. This is a more expensive shipping option to Hide & Hammer, however we feel that it is important to reduce our environmental impact as much as possible. As such, we kindly ask our customers to recycle or reuse these paper envelopes.
Hide & Hammer does not combine multiple orders into a single package. Many orders are received following a shop update, and combining orders causes more administration that delays orders being shipped out and increases the likelihood of orders being packaged or sent incorrectly.
The customer is responsible for any customs charges associated with their order. Hide & Hammer does not falsify customs declarations.
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. 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 with “MISSING ORDER” in the subject line. 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.
The method used to cut the leather straps can result in powder residue accumulating at the edges of the straps. Every effort is made to clean the straps before they leave the workshop, to eliminate any transfer of powder onto the canvas. Occasionally in transit the strap can rub against the canvas and leave marks on the lighter coloured bags. This is easily removable with a stiff brush and causes no lasting damage to the bag itself. Cutting powder transfer will not be considered a valid reason for a refund or exchange.
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 07/11/2019.
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