Refund policy
Returns
We offer a 30-day returns policy. Your item must reach us within 30 days of the date it was delivered.
You must notify us of your intention to return the item within 14 days of delivery by completing our contact form.
To be eligible for a return, the item must be in the same condition in which it was received. It must be unused, unworn and returned with the packing slip inside the parcel.
Items returned without prior approval will not be accepted.
Once your return request has been approved, we will send you a return shipping label, where applicable, together with instructions explaining how and where to send your parcel.
All return enquiries and requests must be submitted through our contact form.
Used and Commercially Used Items
Goods used for commercial purposes are considered used and may not be eligible for a full refund.
Commercial use includes, but is not limited to:
- photo shoots;
- filming;
- property staging;
- interior styling;
- set dressing;
- weddings, ceremonies or events;
- temporary display in a commercial venue.
We may inspect returned items for signs of use, wear, contamination, damage or commercial handling before approving a refund.
Packaging and Handling
Returned items must be folded correctly and packed securely to protect them during transit.
Cowhides must be folded with the hair facing inwards.
Sheepskins must be folded with the wool facing outwards.
Where an item was originally supplied in a mailing bag, it should first be placed inside a clean protective inner bag. It should then be returned in the original mailing bag where possible.
If the original mailing bag is damaged or unavailable, a strong, waterproof mailing bag of a similar size must be used and sealed securely.
Items must not be returned in unsuitable, open, excessively large or poorly sealed packaging.
A handling fee of up to £15 may be deducted where an item:
- is returned without suitable protective packaging;
- has been folded incorrectly;
- has been excessively compressed;
- arrives exposed, wet, dirty or damaged because it was not packed securely;
- is returned without its original packaging where this affects its condition or resale value.
If you are unable to print the electronic return label, we can send a printed copy to your address for a £15 fee. This must be requested through our contact form.
Large Sheepskin Rugs
Free return labels are not available for large sheepskin rugs, including Sexto, Octo and rectangular sizes.
We can issue a prepaid return label for these items for a £20 return fee.
Alternatively, you may arrange your own tracked and signed return. The item must be returned using suitable packaging and the correct parcel dimensions and weight.
Return-Label Eligibility
Free return labels are available only for eligible addresses within mainland United Kingdom.
Free return labels are not available for orders delivered to:
- Northern Ireland;
- the Channel Islands;
- the Isle of Man;
- the Scottish Highlands and Islands;
- certain remote or premium postcode areas;
- addresses outside the United Kingdom.
Customers in these areas may arrange their own tracked and signed return unless another arrangement has been agreed with us through our contact form.
Multiple-Item Returns
One free return label is available for the return of one item from each order, where the order and delivery address qualify for a free return label.
Where two or more items are returned from the same order, we may provide one return label and deduct a return fee of up to £20 for each returned item.
The exact deduction will be confirmed where applicable and subtracted from the total refund.
An additional £20 return fee may be applied where a customer consecutively returns two complete orders.
These charges cover the additional processing and return costs associated with multiple or repeated full-order returns.
Delivery and Packaging Charges
Original delivery charges, expedited delivery charges and packaging charges are non-refundable unless the relevant service was not provided as agreed or the return results from an error on our part.
Late Returns
Returns received more than 30 days after delivery may be accepted for store credit only.
Late returns are subject to our review and are not guaranteed to be accepted.
Promotional and Multi-Buy Offers
Quantity-based, minimum-spend and multi-buy promotions may become invalid when one or more items are returned and the remaining order no longer meets the original qualifying conditions.
This includes offers such as "Buy One, Get One" promotions.
Where a return causes the remaining order to fall below the required quantity or value, the refund will be recalculated based on the full price of the items retained.
An item supplied free of charge as part of a promotion does not have a refundable value. Returning only the free item will not qualify for a refund.
Natural Characteristics of Cowhides
Cowhides are natural products, and every hide is unique.
Natural characteristics may include:
- scratches;
- small bald areas;
- branding marks;
- variations in colour;
- variations in shape;
- variations in texture;
- repaired areas;
- other marks acquired during the animal's lifetime.
These natural characteristics are not generally considered faults or damage. They form part of the character and individual appearance of each hide, and our cowhides are priced according to their condition.
If you are unhappy with the natural appearance of your cowhide, you may return it in accordance with this policy, provided it remains unused and meets the return conditions.
Exchanges
We do not offer exchanges or store credit for a different item. As every cowhide, bag and sheepskin is unique and sold individually, we are unable to reserve stock while a return is in progress, so a direct swap cannot be guaranteed.
If you would like a different product, cowhide or colour, the best way to secure it is to purchase it separately. You can then either wait until the refund for your return has been processed, or arrange the return of the original item for a refund in parallel, in accordance with the Returns section above.
Refunds
Returns normally take five to seven working days to process after they have been delivered to us.
We will notify you once the return has been inspected and confirm whether the refund has been approved.
If approved, the refund will be issued automatically to the original payment method, less any applicable return or handling fees permitted under this policy.
Your bank or card provider may require additional time to display the refund in your account.
Delivery Responsibility
Customers are responsible for providing a complete and accurate delivery address and a safe location for delivery.
Where the courier's tracking information, delivery scan, photographic evidence or GPS records confirm that an order was delivered to the correct address, our responsibility for the parcel may end at the point of confirmed delivery.
Please ensure that the delivery location is secure and suitable for parcels to be left.