CLIENT SERVICES & FREQUENTLY ASKED QUESTIONS
Before contacting our Studio Concierge, we invite you to review our standard studio protocols below. To ensure the highest standard of bespoke service for all clients, general enquiries addressed within this guide will be directed back to these resources.
01: CRAFTSMANSHIP & DISPATCH
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Can I modify or cancel my commission after checkout? Due to our bespoke manufacturing process, we are unable to accept cancellations or modifications once an order is placed. The crafting of your piece begins immediately upon confirmation, at which point premium materials and artisan time are irrevocably committed. All commissions are strictly final sale.
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What is the timeline for crafting and delivery? Every piece undergoes a meticulous 2 to 3 day crafting process in our studio. Once your commission passes our quality assurance inspection, it is prepared for dispatch. Delivery times depend entirely on your destination and the premium courier selected at checkout.
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Where are Teddie London pieces crafted? All our leather goods are designed, cut, and handcrafted exclusively at our London studio.
02: MATERIALS & CARE
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Is the Nappa leather waterproof? No. We exclusively utilise premium full-grain Nappa leather. This is a natural, breathable hide selected for its luxurious texture and structural integrity, rather than a synthetic canvas. While highly durable, exposure to heavy rain or prolonged moisture can compromise the piece's architecture. We advise reviewing our dedicated Material & Care guide for proper maintenance.
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Will the physical piece match the digital studio images exactly? Because premium leather is an organic material, minor variations in the natural grain are a hallmark of authenticity, not a defect. Furthermore, while we ensure our digital displays are highly accurate, slight tonal variations in the leather can occur due to individual screen calibrations and the natural dyeing process.
03: COMMISSIONS & AFTERCARE
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Do you accept returns for a change of mind? As a made-to-order design house, we do not accept returns for buyer's remorse, incorrect size selection, or aesthetic preference. Under the bespoke exemption of UK consumer law, our custom-crafted goods are entirely exempt from standard return policies. The piece was cut and stitched exclusively for you.
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What is the protocol if my piece arrives with a structural defect? We hold our craftsmanship to the most exacting standards. However, should a genuine manufacturing error occur, your rights are fully protected. You have a strict 30-day window from the date of delivery to document the issue and contact our Studio Concierge with photographic evidence. If a craftsmanship fault is verified by our team, we will craft and dispatch a complimentary replacement.