Customer Service

Shipping

In stock orders placed before 1pm on a weekday will usually be shipped that day. Orders placed after 1pm or on the weekends will be sent out on the next working day. If you need your order quicker please get in touch using the contact form and we will advise. If a product is out of stock, it won't be for long and we indicate the estimated shipping date on the product page.

UK shipping is always free and is a 1-2 day service with Royal Mail or DHL Express. International orders are sent with DHL Express and the cost will be calculated at checkout, but is free over £200 order value. Every order is sent using tracked services, so a signature will be required. Once shipped you will receive an email with a link to your tracking number.

If you have any other questions about shipping please contact us and we will respond as quickly as we can. Alternatively please see our full terms and conditions here.

Free returns

Should you change your mind or not be happy with your order, you may return it within 30 days of receipt free of charge. It must be in its original condition and packaged to ensure that it arrives with us in this state. Please note that this does not include made to order or customised products, which cannot be returned unless faulty.

Contact us at info@billytannery.co.uk with your order number and reason for return and we will send further instructions. For full terms click here.

Billy Tannery Backpack Chestnut

Product Care

Be careful not to overload your bag or accessories as all leather can stretch permanently if put under too much strain, particularly straps and handles. Clean off any spillages as soon as you can with a dry cloth and only resort to a damp cloth for particularly stubborn marks; avoid cleaning detergents as they will dry out the leather. If after lots of use you do notice a slight dryness or dullness, you should condition your leather using a natural leather cream or wax that is designed for aniline leather.

Our Care Kit contains everything you need to keep your leather conditioned, but always test on a discreet area first to see if you are happy with the result and be careful not to coat the stitching. See below for more detail.

Repairs

We have spent a lot of time ensuring that our products are designed and made to last. However if at any point, no matter how long you have had it, you have any problems with your product, please contact us.

In all cases we will do our best to repair the item and, unless the damage is judged to be fair wear and tear or through excessive use, the repairs will be free. We do reserve the right to charge a small fee for repairs, but this will be judged fairly on a case by case basis.

Billy Tannery Backpack Black

Weather

Much like your skin, lighter shades of leather will darken quickly in bright light, so avoid leaving products out in the sun. As we have avoided heavy artificial coatings our leather is not totally waterproof, but if you are caught in a rain shower and see dark streaks don't worry, simply let the leather dry naturally then polish gently with a dry cloth. Never try to dry your products quickly with artificial heat, as it will cause the leather to dry and become brittle. Our Care Kit includes a waterproofing care cream designed specifically for naturally finished leather.

Colour Transfer

While we do everything we can to prevent it, there is always a possibility of some colour from our leather transferring to light coloured fabrics. When breaking your products in, we recommend avoiding rubbing against light clothing or furniture. Be especially careful with our Natural undyed leather as this is susceptible to staining from other fabrics, particularly denim.

Copper

Our buckles are solid copper and so much like leather, they will develop a patina with use. We suggest a regular polish with a jewellery cloth to keep the copper glossy, but you may prefer to let the copper darken. It's all part of making the product your own. Our Care Kit includes a couple of these jewellery cloths, should you want to keep your copper shiny.

Ageing

As they are vegetable tanned, both our goat leather and the thicker strap leather will age beautifully. This will involve softening and creasing in areas that see the most movement and also a slight darkening as the leather absorbs oils from your skin. This ageing is the joy of owning naturally tanned leather and will be totally unique to you. If over time, your Backpack straps need to be tightened, the best bet is to punch a couple of new holes for the buckles. This can be easily done with a low-cost tool that can be found on amazon here.

Any further questions? Please contact us.