ORDER

— How can I change or cancel my order?

If your change your mind and don't want your order anymore, want another bag or if you notice a mistake in the delivery address, our team is happy to amend your order. Please contact us as soon as possible at [email protected] with your order number and the change you wish to make. Please be aware if the item has already been shipped we cannot stop the delivery.

— How do I know if my order has been registered?

Once the payment is complete, we send you an order confirmation by e-mail. Please check your spam box in case you cannot find it.

— Can I get tax fee from my online order?

All prices displayed on the website are inclusive of VAT at the applicable rate.

PAYMENT

— What are my payment options?

At present we accept all major credit cards and also Apple pay on mobile.

— How do I use my coupon code?

If you have a Beara Beara coupon code, just enter it in the "Coupon code" box when you are on the Cart page or checkout page. Then click on Apply coupon and the promotion will be applied directly to the value of you cart.

Please note:

- Only one code can be used with each order

- You cannot apply a discount code after the order has been placed

- Most coupons have an expiry date

- Please note there are lots of websites claiming to offer large discounts on Beara Beara products. These are scams and unfortunately we cannot prevent this fake advertising of our products

— My coupon code doesn't work.

Please check that the code is entered as it is shown on the promotion and that it has not expired

— Is the payment system secure?

No matter which method of payment selected, it is secure thanks to the online payment system provided by our partner. Your bank details are encrypted, which means they'll be coded in such a way that they are totally illegible on the Internet.

DELIVERY INFORMATION

— How long will it take to dispatch my order?

We aim to dispatch orders within 2 working days however during the busy period after Black Friday there can be significant delays. We work around the clock however we are a small team. Be assured we will dispatch your order as soon as possible and email you your tracking code in due course. We thank you in advance for your patience.

— What are the shipping costs and the delivery time?

Costs and delivery time vary, depending on the destination, the size of the parcel and the time of year.

Deliveries within Europe take on average 3 - 7 working days. Worldwide will take on average from 5 - 10 working days.

The postage fee per package is free for UK, £20 for EU and £25 for worldwide.

— Can I change my delivery date/Address?

As long as your order hasn’t been sent and you didn’t receive your tracking code, you can change your delivery date or address by sending an email to [email protected] with your order number and your new address/delivery date.

— Can I track my order?

One your parcel is shipped, we will send you an e-mail that includes a tracking link to DPD, Royal Mail, FedEX or STO.

— My Order has not arrived yet, what can I do?

Occasionally orders may be delayed, this is normally due to customs checks depending on the destination country. This should not cause you to worry and your tracking will be updated in due course. Please check the website of the delivery company with your tracking code to know the delivery status.

If you didn’t receive your tracking code, make sure that your bag is not on pre-order at the moment. If it is the case, we will process your order as soon as we receive the shipment and we will be in touch with you for the tracking code.

RETURN & REFUNDS

— Can I return/exchange my order at the Beara Beara store?

Yes. You just have to bring your order to our store along with your invoice. Please note refunds will be issued online and can take several days to arrive in your account.

— What are the conditions for returning/ exchanging an item?

If you want to return or exchange a product, please follow the procedure:

The product should be returned within 30 days, from the date you received the parcel.

The product should be returned in sending condition and should not have been worn or damaged.

The product should be returned with the invoice, the tag and the original dust bag.

We reserve the right not to accept any returns which do not conform to these conditions.

The exchange will be processed once we receive the return parcel.

Please note that it is up to the customer to return the product to us. We would advise you to contact us beforehand if you plan to return an item.

— Can I return a personalised product?

We are unable to offer an exchange or refund on any items that have been personalised.

Please ensure you check all spelling, grammar, punctuation and the use of capital and lower case letters when adding personalisation to your order as we will personalise what is entered online and we cannot accept returns of products that have been personalised.

— How long will my refund take?

When we receive your return, we will inspect the item/s and process the refund within 3 working days. We will send you an update email once your return has been received and another email when the refund has been processed. Once we have processed the refund it can take 3-5 business days for your bank to complete. Please note that refund times and currency rates are dictated by the card issuers and are outside of our control.

LEATHER CARE & INFORMATION

— How can I maintain my Beara Beara bag?

We protect the leather to make it weather and wear resistant, however over time if you pick up scratches we recommend that you use leather dubbin or wax. Take an old cloth and work the dubbin into the leather in a gentle circular movement and this will both get rid of any small scratches and bring a nice shine back to the leather.

— Does Beara Beara have maintenance service?

If you would like your bag rejuvenated you are most welcome to visit one of our stores where we will happily revamp your bag. We are happy to re-stain, trim treads, put a new wax on the leather service and generally bring the bag back to its original self. We are happy to do this while you wait however we would appreciate your patience on busy days.

— What happens if I need something repaired?

We are very confident in the quality of our bags, however very occasionally something may need to be fixed. The good news is that we use thick quality leather so our bags can be fixed even after many years of use. We offer a free repair service for stitching or for hardware up to 1 year. After that a small fee may apply and please note the shipping cost will have to be covered by the customer.

— Do we use natural leather?

Yes we only use natural leather. We source robust unprocessed skins that include natural imperfections and grains which are a unique feature of our bags.

— Is the leather waterproof?

As we use natural leather which is water resistent but not waterproof. However, you can protect the bag further by using waterproofing spray. The more spray you use the more waterproof it will become, however, please be aware that spray may change the finish of the leather.

— Will the bag get damaged if it gets wet?

If the bag gets wet we recommend you dry it off as best as you can. Some water is not a concern however if the bag remains wet for a significant time then it may cause some slight changes in the leather.

— Are the materials organic?

We strongly favour working with suppliers that use locally sourced materials. The natural wool and leather that is used to make our bags are by-products of the meat industry, the majority of which comes from the central lowlands of Bolivia near Santa Cruz and therefore minimizing the transport involved.

— Is Beara Beara a fair-trade business?

Since our launch in 2012, it has been our mission to work closely with small local businesses and families, to develop long lasting and successful working relationships. We have chosen not to apply for Fair Trade registration simply for the fact that we are perfectly comfortable with our business practices and don’t feel we need the stamp of approval of an outside organisation. As the retail side of the business grows we subsequently provide more people with a regular income and continue to improve the lives of many who were once struggling.