Frequently Asked Questions

Frequently Asked Questions (FAQ)

Welcome to the Homme.London FAQ page. Here you will find answers to common questions regarding our craftsmanship, ordering process, and policies. If your question is not addressed here, please contact our Client Services team at [email protected].

PRODUCTS & CRAFTSMANSHIP

1. What type of leather do you use?

We exclusively use premium, full-grain leathers sourced from Europe’s most reputable tanneries. Full-grain leather is the highest quality grade; it is durable and known for developing a rich, unique patina over time, meaning your item will improve with age.

2. Where are Homme.London products made?

Every Homme.London piece is meticulously handcrafted in our atelier by skilled artisans. We honor the rich traditions of leatherwork, combining time-honored techniques with modern design sensibilities.

3. Are the colors shown on the website accurate?

We strive to display the colors of our leather as accurately as possible. However, due to variations in monitor settings and the natural characteristics of leather (as it is a natural material), slight variations in color and texture may occur.

4. How should I care for my leather goods?

To ensure the longevity of your item:

  • Avoid prolonged exposure to direct sunlight, excessive heat, and moisture.

  • If the leather gets wet, blot gently with a soft, dry cloth and allow it to dry naturally.

  • We recommend using a high-quality leather conditioner periodically to maintain its suppleness.

  • When not in use, store your item in the dust bag provided, in a cool, dry place.

PERSONALIZATION & BESPOKE ORDERS

5. What personalization options are available? We believe luxury is personal. Depending on the product, options may include monogramming (initials or names), selecting specific hardware finishes, and thread colors. Options are detailed on each product page.

6. Can I request a completely custom design (Bespoke Service)? Yes. We offer a bespoke service that invites clients to co-create a unique piece. Please contact us at [email protected] with your requirements, and our design team will consult with you.

7. Does personalization add extra time to my order? No. As all our items are made to order, the personalization process is integrated into our standard crafting timeline.

8. Can I modify my order or change personalization details after placing it? If you need to modify personalization details (e.g., spelling, color choice) or change the shipping address, please contact us immediately within 24 hours of placing the order. We will do our best to accommodate changes before the crafting process begins, but modifications cannot be guaranteed after this period.

ORDERING & PAYMENT

9. Is it secure to shop on Homme.London?

Yes, your security is paramount. Our entire website is protected by Secure Socket Layer (SSL) encryption (HTTPS), ensuring that all your personal and payment data is secure during the checkout process. We do not store your credit card information on our servers.

10. What payment methods do you accept?

We accept payments securely via PayPal. Through the PayPal gateway, you can pay using:

  • Your PayPal balance.

  • Major Credit and Debit Cards (Visa, MasterCard, American Express, etc.).

11. Do I need a PayPal account to make a purchase?

No. PayPal allows you to complete your payment using a credit or debit card via their “Guest Checkout” option without signing up for an account.

12. When will I be charged for my order?

As our items are made-to-order and personalized, your payment method will be charged in full at the time you place your order. This allows us to allocate materials and begin the crafting process.

13. In what currency are your prices listed?

All prices are listed in USD ($). If you are paying in a different currency, PayPal or your bank will handle the conversion.

SHIPPING & DELIVERY

14. How long will it take to receive my order? Delivery time consists of two parts: Crafting Time + Shipping Time.

  • Crafting Time: Since our goods are handcrafted to order, please allow 14 – 20 business days for our artisans to create your piece before it is dispatched.

  • Shipping Time: Once crafted, the shipping time depends on your location and the shipping method selected at checkout (e.g., Standard or Express).

15. Do you ship internationally?

Yes, we ship globally. Shipping costs will be calculated at checkout.

16. Will I have to pay international taxes and duties?

Yes. For international orders, your shipment may be subject to import duties and taxes levied by your country. Homme.London is not responsible for these charges; they must be paid by the recipient.

17. How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.

CANCELLATIONS, RETURNS & EXCHANGES

18. What is your Cancellation Policy? You may cancel your order for a full refund within 24 hours of placing it. To cancel, please email [email protected] immediately with your order number.

19. Can I cancel my order after 24 hours?

  • Personalized Items: Due to the irreversible nature of customization, we cannot accept cancellations for personalized items after the initial 24-hour grace period, as the crafting process will have begun.

  • Non-Personalized Items: We can only cancel these if the order has not yet been dispatched. If shipped, you must follow our Returns Policy.

20. What is your return policy for personalized items? All personalized and bespoke items are considered Final Sale.

They cannot be returned or exchanged unless the item is faulty, damaged upon arrival, or if we made an error in the personalization details compared to your order confirmation.

21. What is your return policy for non-personalized items?

We accept returns for standard, non-personalized items within 30 days of receipt, provided the item is unused, in its original condition, and in its original packaging.

22. What if my item arrives damaged or incorrect?

Quality is our cornerstone. If you receive a damaged item or if the personalization is incorrect due to our error, please contact us immediately at [email protected] with photos of the issue. We will prioritize resolving this for you via repair, replacement, or refund.

PRIVACY & DATA

23. How do you protect my personal information?

We are committed to protecting your privacy. We use administrative, technical (like SSL encryption), and physical safeguards to secure your information. We utilize your data to fulfill orders, optimize our website, and for marketing purposes, including behavioral advertising.

24. Do you sell my information to third parties?

No, we do not sell or rent your personal information. We only share data with trusted service providers (like PayPal, shipping carriers, or Google Analytics) necessary to complete your transaction, operate our business, and deliver targeted advertising. Please review our comprehensive [Link to Privacy Policy] for full details and opt-out options.