Returns and Exchanges

Every piece is cut and made by hand after you order it. Before we start we talk to you about the specification: the skin, the colour, the size, the details you want. That conversation is the point at which a piece becomes yours, and it is why this policy reads the way it does.

When the money goes back to your bank

We return your money the way you paid it in two cases.

• The piece is faulty. Something went wrong on our side, in the workshop or before it left us.
• The piece is not what you were shown. If what arrives is not the piece described and photographed on this site, or not the specification we agreed with you, that is our error and not yours.

In both cases we carry the return shipping, and you choose between a replacement and a refund.

When we offer store credit

If you change your mind, or the fit is not what you hoped for, the piece can still come back. Because it was made to your specification we cannot put it in front of another buyer, so the money does not return to your bank. What we do instead is credit your account with the full amount you paid, once the piece reaches us and passes inspection.

Store credit does not expire. It applies automatically to your next order, and the balance and every movement on it sit under Store credit in your account.

Credit is held against an account. If you ordered as a guest, say so when you write and we will set one up against your email address before the credit is issued.

What has to be true of a piece that comes back

• It reaches us within 14 days of delivery.
• It is unworn. Marks on the outsoles from walking are wear.
• It is complete, in its original packaging, with the dust bag.

Natural variation in the skin is not a fault. Grain, pores, scale pattern and tone differ from hide to hide and across a single hide, and on an exotic leather that is the material doing what it does rather than a defect. We photograph the piece you are buying, so the hide you see is the hide you get.

How to start a return

Write to us through the contact page within 14 days of delivery. Give us your order number and tell us whether you are reporting a fault or asking for credit. If it is a fault, send photographs, and the outsoles too if the piece is footwear.

We will reply with an authorised return address. Please do not send anything back before you have it, because a piece that arrives without authorisation cannot be processed.

What happens next

The piece is inspected when it reaches us.

A refund returns to your original method of payment within 14 days of the piece reaching us. How long it then takes to appear is your bank’s business, not ours.

Store credit is added to your account on the day the inspection passes, and we email you when it is there.

If the inspection shows the piece has been worn, the return is refused and the piece is sent back to you at your cost.

Repairs

We do not run a repair service, and this policy does not cover wear from use. The Care Guide sets out what keeps a piece in condition.

Your legal rights

Nothing on this page replaces rights you have under law. If you are buying as a consumer, the Consumer Rights Act 2015 gives you a short-term right to reject goods that are faulty, not as described, or unfit for purpose. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give a right to cancel a distance purchase within 14 days, except where the goods were made to your own specification, which is what the conversation before we cut is for. Where the law gives you more than this page does, the law applies, and store credit does not stand in for a refund you are owed. If you believe that is your position, write to us at contact@giuseppelombardi.com and we will deal with it rather than argue about it.