Customer Service

handwritten note

Providing great customer service is incredibly important to us. We want you to shop with confidence whether you are in the UK or an international customer and we're here to help at any stage. We are a small company and each and every order and customer are valued.

Here is some basic infomation that might help you when shopping with us, however you are always welcome to get in touch and we'll answer your questions as efficiently as possible.

  • Shipping & Delivery
  • Privacy & Security
  • Returns & Replacements
  • Ordering
  • Payment, Pricing & Promotions
  • Viewing Orders
  • Updating Account Information
 

Waiting List

Everything, other than our Ready To Wear collection, is handmade to order and made to measure - that is the item you order will be indivdually hand made, from scratch, to your specific requirements by our craftsmen. This helps us to make sure that you receive your goods exactly as you want them in the best possible condition, as they will not have been damaged whilst in stock. It also means we are able to provide you with a far wider range of colours, widths, thread colours and lengths than we would be able to hold in stock. There are currently over 1 million possible permutations of just the West End belt! However this does of course mean that it takes a little longer for your order to arrive than if it had been made in a factory by the thousand. As a result of the choice and quality we offer there is a lot of demand for our work and we operate a waiting list to manage this demand.

Our waiting list for single thickness belts and canine products is approximately 4 - 5 weeks from the date of order. The exception to this is our Lined & Raised belts, Wallets and Watch Straps which take around 8-10 weeks due to their complex design. Please do bear in mind at busy times it can take us a little while to work through our order book and our emphasis is always quality not speed. We will keep you informed of delivery dates and progress, particularly if we have any delays. Please do let us know via email or in the "Notes" box available in the checkout process if you need your item in a hurry for any particular reason (ie birthday presents etc) and we will always do our best to help if at all possible. Please also bear in mind that international orders can take 4-12 days in transit!

Shipping & Delivery

We are happy to ship your order to you wherever you are in the world. Read on for our shipping options. 

For UK delivery we use Royal Mail 24hr or 48hr Tracked Delivery to help ensure the safety of our goods in transit. We also offer Royal Mail Special Delivery and Royal Mail Special Saturday Delivery. Please note, the wait times above apply even if you choose a next-day delivery service. Cost of delivery is dependent upon weight and the cost will be shown at checkout. We do not make a profit on our postage and packaging. 

For all International deliveries we use either Royal Mail International Tracked & Signed For delivery or Royal Mail International Signed For delivery (the receivers country dictates which option is available). The cost of international shipping will be shown upon checkout and is weight dependent. 

For quicker UK & International deliveries we also offer a courier service via DHL. More expensive, but greater peace of mind. Usual delivery time to the US and the Far East is 2 business days and the parcel is fully tracked all throughout its journey. The cost of this will show as an option when you checkout.

Privacy & Security

We do not share your contact details with a third party and will under no circumstances sell on your details to a third party. Please see our full Privacy Policy here for full details. All areas of the wesbite that deal with personal information are protected by SSL encryption and we do not store or hold any credit details. 

 
Returns & Replacements
 

We will exchange or alter as appropriate all items bought from us due to the incorrect sizing of any of our items, with the exception of special commissions. We would ask that you return the item that does not fit within 7 days of receipt in an unworn, unmarked condition and that you contact us before you return the item. We do not accept unauthorised returns and we ask, for your own peace of mind, that you send the item by recorded delivery as we will not be liable for items lost in transit. In the very unlikely event of a fault in materials or workmanship we will either replace, repair or refund at your choice, but please let us know before sending goods back.

 
Ordering
 

This website will allow you to order any of our "standard" bespoke products and from our small selection of ready to wear items. If you want a truely custom piece, you'd like something not on the website or you'd like help with options, sizes etc we're here to help. Our contact details are here.

 
Payment, Pricing & Promotions
 

Our website accepts payment by debit or credit card and also by PayPal. We also accept payments by telephone, by cheque drawn on a Sterling account or a bank transfer in Sterling. Where a Free Shipping promotion occurs, this applies to our standard Royal Mail shipping options and NOT for courier options (either DHL or ParcelForce). You must choose the 'Free Shipping' option when you check out. If you wish to upgrade to a courier delivery please contact us.

 
Viewing Orders
 

If you ordered via the website, your order history is all available here once you've logged in. 

 

In Order Book - This means that your order and payment have been accepted through the website and you have your place in the Order Book. Your order will work its way up the queue as every item is made in the order in which we receive it. You are able to make changes to your order when it is still in this state.

 

In Workshop - This means that your order has been put forward to the workshop list for making. It usually takes 10 days from being placed on the list to being parcelled and ready for dispatch. Each item is individually measured and checked before being released for shipping. You can no longer make changes to your order once it has been put forward to the workshop. 

 

Complete - This means your order is finished and has left us via whichever delivery option you choose at check out. You will have received a shipping notification email with your tracking number (if applicable).

 

Updating Account Information

You can update all of the information we hold via your account on this website. If you want to amend the delivery address for a current order you should also let us know by email to ensure we know - not all our systems are integrated with the website.