FAQ
Products
Are your bags real leather?
Of course. We use 100% genuine full grain leather derived from either premium cow hide or horse hide. We are passionate about the quality of leather we use for our products and we make sure that we only use top full grain leather, the kind that gets better with age. This is in contrast to what many top household brands these days use, which is usually lower quality second or 3 layer leather (still classed as genuine leather) which then has to be coated in synthetic coatings and wax for it to look presentable.
Do you offer a warranty?
We offer a one year warranty which covers repairs or replacements for any functional damage. This means things that prevent you from using the product for its intended purpose. If this is the case then we’ll fix it for you. This includes all stitching, zips, metalwork, and handles. You should contact us via email and attach detailed pictures. We’ll assess the item and contact you to agree the best resolution. Please note, this warranty does not cover the natural aging of materials or normal wear and tear.
What should I do if my item is faulty?
In the unlikely event that your item has some fault or damage you should contact us via email explaining the issue and attach photos we will then assess the fault/damage and contact you with a resolution.
Are your bags really handmade?
Yes they are! We give the utmost attention to quality therefore ensure that all bags are handmade by master leather craftsmen.
How long should I expect my Illicium item to last?
As long as your Illicium item is properly cared for using appropriate leather care products and following a careful method as laid out in our leather care article then your item should last many many years of intense daily usage.
My Illicium bag has some small marks, what should I do?
Not to worry! Small scratches and scuffs are normal for top grain leather since it doesn’t have any artificial wax coatings and is 100% natural it can be susceptible to small marks from the elements as it ages… Most scratch marks can be removed simply by rubbing them out with your fingertips. The warmth of your hand releases natural oils to the surface, causing these marks to completely disappear! Spots and stains, unless they are very extreme, soon blend into the leather as it ages, becoming less visible as the bag is worn.
How should I care for my bag so that it stays looking good?
In terms of caring for your leather bag to ensure it stays looking fresh, we recommend applying a natural leather balm (you can purchase our leather cream) every few months. We use natural top grain leather therefore with time the leather will begin to age beautifully, developing a rich patina and regular use of the leather cream will contribute to a rich, supple appearance. You can get more information on caring for your leather item by checking out our leather care article here:
Does the item come in packaging?
Yes of course! All larger items such as bags come in a luxury Illicium draw string dust bag to keep them safe. Smaller items such as wallets come in luxury Illicium boxes.
Why does the leather color of my bag look slightly different to the pictures on your website?
Only the highest quality leather is selected at Illicium; just the top 25% of all hides are chosen to be used in our products. Hides are selected for their strength, look, feel, quality, and suitability. Leather is a natural compound and so each piece has its own unique natural markings! This means that no two pieces are exactly alike, and that each product made from our leather is unique.
Payment
What payment methods do you accept?
We accept PayPal and all major credit and debit cards (Visa, MasterCard, American Express, Maestro) through the secure Stripe payment system.
Are my payment details kept private?
At Illicium we treat all of the information shared with us as private and confidential. For further information on the privacy of your information, please check our Privacy policy here.
Why haven't I received a payment/order confirmation email?
Occasionally the order/payment confirmation emails can filter into spam/junk folders, please double check these. That failing you can contact us and we’ll resend it or alternatively you can track your order via the ‘my account’ section on the website.
Where can I find the discount code box?
The discount code box can be found on the ‘cart’ page of the website or at the ‘order and payment’ stage of the checkout.
Why is my payment not being accepted when I try to place an order?
This may be due to a failed payment or because it cannot be verified. We recommend checking your banking password or ensure you allow pop ups for 3D Secure payment verification. If the problem persists please contact your card provider.
Returns
What is the Illicium return policy?
If you are not satisfied with your order, you have 30 days from the purchase date to return it for a full refund. Further details on our return and exchange policy can be found here.
How do I return an item?
If you wish to return an item contact us at info@illiciumlondon.co.uk to start the exchange or return process. Include your order number and whether you would like a return or exchange. If you are a UK or EU customer we will then send you a free return label. Further details can be found here.
When will I receive a refund for my return?
Please allow 5-7 working days for our returns department to process your return upon receipt of the returned item, and a further 3 working days for the credit to reach your bank account.
Do I need to pay for shipping to return an item?
If you are a UK or EU customer then no! We’ll take care of the return shipping. For rest of world customers unfortunately we can not cover return shipping.
Delivery
How much is delivery?
Standard delivery in the UK is completely free! For the rest of the world we charge a flat rate of £10 for standard shipping. Full details on delivery fees and options can be found here.
I need my item fast, do you offer express delivery?
Yes we do! Express delivery means you can get your item in as soon as 1 day. More details can be found here.
How do I track my order?
You can track your order via the order tab in the ‘my account‘ section of the website.
What happens if I miss the delivery?
You will receive contact directly from the courier with updates and alternative delivery options. Simply look out for emails or notes through your letter box from the courier to re-arrange delivery at a convenient time for you.
I haven't received a dispatch email?
The item may not have been dispatched yet, otherwise the email may be in your spam or junk folders. Alternatively you can track your order and check for updates via the order tab in the ‘my account‘ section of the website.
