FAQs – Hide & Home

FAQs


What's so special about Hide & Home?

Every item at Hide & Home is passionately handcrafted using traditional methods, crafted from our small, one woman, workshop in the heart of Kent, England. We use top quality vegetable tanned leather and kodiak leather for our products. Each side of leather has its own characteristics in the form of natural scars and blemishes ensuring your product will be completely unique.
You can learn more about our story here.

SHIPPING

When will my order be sent?

Each product has a production time at the bottom of the description.
We always aim to get orders made in a timely fashion. Please respect that everything is hand made to order and we need the stated time to do this.

How long will it take to get to me?

This depends on whether it is an *International or a Domestic order. All orders within the UK are considered domestic orders. UK standard once dispatched is delivered within 2-5 business days. *Please see Policies for more details.

What postal service do you use?

We currently use the Royal Mail.

Can I track my order?

UK orders are all sent via royal mail. Standard shipping is sent via first class and upgrades for next day delivery are available at checkout. International standard shipping is not tracked. You are able to upgrade international shipping at checkout, simply select 'international tracked' to be able to track your order. Once your order is dispatched we will notify you via email and you will also receive tracking information.

Where is my order?

All orders are handmade and this takes us time. On each product listing page in the description, we state the estimated time each product takes us to make. When we dispatch your order, an automatic email will be sent to the email address that you provided when placing the order. If you are in the UK and upgraded to next day or selected international tracked shipping, inside this email, you will find a clickable tracking number that will tell you exactly where your package is. If you are having trouble viewing this information, feel free to contact us.

Where do you ship to?

We ship pretty much everywhere! Should your country not be available at checkout please get in touch.

Customs Fees

Import duties, taxes, and charges are not included in the item price or shipping charges. These charges are the buyers responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying. These charges are normally collected by the delivering freight or shipping company or when you pick the item up, do not confuse them for additional shipping charges.

How can I change my order after it's been placed?

Since the turnaround time on orders can begin imminently, changing an order after it’s been placed can be tricky. Because of this, we recommend getting in touch with us immediately upon realising that something may be wrong with your order. We will always do our best to make sure you’ll get what you want.

How do I return an order/receive a refund?

If you find that you’re not completely satisfied with your Hide & Home order, we will gladly issue you a refund. We offer a full refund on the product price. All we ask is that you send us a quick message on why it didn’t meet your standards. We are always looking for ways to improve our products and customer service. Customers will be responsible for the costs of returning the item(s). Due to the nature of custom made items, unfortunately these cannot be refunded.

PAYMENT

What payment methods do you accept?

 We accept Paypal, Visa, MasterCard, and American Express debit and credit cards.

 

ORDERING

How safe is it to buy online?

We only use the safest payment processing services on the web. If you have any security questions or concerns please check out our payment processors security measures. PayPal.com or Shopify Payments

How do I order a gift for someone?

When ordering as a gift for someone, be sure to enter in your email address to receive all summary information but enter in the recipient’s name and shipping information. Leave us a note in the message box at checkout to let us know its a gift. We will be sure to keep all prices and receipts out of the package.

Do orders come gift wrapped?

We use minimal packaging for your orders. We want to keep waste down and recyclable. That's why we use brown paper strips sealed with our logo to present products.

Discounts

Please use your discount at checkout should you have one! On desktop you will find the discount field on the right column. On mobile the discount field will be found when tapping the order summary section. Please understand we can't add a discount to your order retrospectively.

 

LEATHER GOODS

How is everything made?

Everything is made by hand at Hide & Home. Your order will start off as part of a large side of leather. It will then be cut, tooled, dyed (if its veg tan - kodiak comes dyed and oiled), conditioned, glued in place, stitched and burnished. We don't use any machines to do the work for us.  

How do I look after my Hide & Home leather goods?

Hide & Home products are made with you in mind, so they will generally look after themselves! With the veg tan leather items should you get them wet just wipe dry with a clean cloth. Should you wish to give the veg tan a little tender loving care after a time, you can use non toxic eco conditioning creme to give it a little extra resistance against everyday wear. Avoid applying directly onto stitches and only apply to the skin side, the flesh side or under side is not suitable for this treatment. 

Can I have my logo on this?

Yes. However, we cannot supply or make the brass stamp you will need for this. You will need to source someone to be able to make this for you as they will need a detailed specification from you. We recommend you source a custom brass stamp with a heavy duty handle. When ordering let us know that you have sourced a custom brass stamp and we can give you our address to send it to. Once your order is made we can send the stamp back in the post with it. If you need any extra information feel free to get in touch! 

Can I have my name on this?

Yes. We have a brass stamp set in a serif font measuring 7mm high that is good for initials. You can have up to 5 characters in CAPS. You can have them without spaces 'ERA' or with stops in between 'E.R.A'. Should you wish to have your initials on your order, please get in touch before ordering or leave us a message at checkout with what you would like on your item bearing the above in mind.

No need to email separately after ordering to confirm the receiving of the initials, we cannot reply individually to each order. Although the requested initials will not show on your confirmation email, please know that if left in the message box at checkout - we will have received them, and if there are any problems we will be in touch.