Refund policy

We want you to be entirely confident in your acquisition. Every Teddie London piece is handcrafted to your exact specification within our London studio—from the first cut of the leather to the final stitch. Because of this bespoke approach, our returns policy operates differently from standard mass-market retail. Please review this architecture carefully so you understand our mutual commitments before, during, and after your commission.

This policy applies to all orders placed with Teddie London. It is governed by English law and reflects your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. COMMISSION MODIFICATIONS & CANCELLATIONS

1.1 Immediate Studio Allocation (Final Sale) To ensure our rapid 48-hour crafting timeline, we initiate the production of your commission immediately upon order confirmation. At the moment your checkout is finalised, premium materials are irrevocably committed: leather is allocated, structural hardware is assigned, and artisan time is reserved exclusively for your piece.

Because of this instantaneous bespoke process, all commissions are final upon checkout. We are unable to accept cancellations, modifications, or design alterations once your order has been placed. We respectfully request that you review your chosen architecture and shipping details with absolute certainty prior to confirming your acquisition.

1.2 The "Bespoke Exemption" (Statutory Rights) Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the standard 14-day statutory right to cancel does not apply to goods that are made to a consumer’s exact specification or clearly personalised. Because Teddie London hardware is crafted strictly to order, this exemption applies in full.

2. BESPOKE & MADE-TO-ORDER COMMISSIONS

2.1 Our Quality Commitment Every piece of hardware is meticulously inspected by our quality assurance team prior to dispatch. However, as with all handmade leather goods, minor human variances can occur. If a piece falls short of our structural standards, we will rectify it.

2.2 Structural Defects & Faults Under the Consumer Rights Act 2015, your commission must be of satisfactory quality and fit for purpose. If your piece arrives with a structural defect due to a craftsmanship oversight, you possess the following rights:

  • Short-term right to reject (0–30 days): You may reject the defective piece for a full refund, repair, or replacement.

  • Repair or replacement (30 days – 6 months): You may request a complimentary repair or remake.

2.3 How to Report a Structural Defect Do not return the hardware without prior authorisation. Unauthorised returns will not be accepted by our receiving department.

  1. Contact our Studio Concierge immediately, quoting your Order ID.

  2. Provide clear photographic evidence, including: a full image of the piece, a macro close-up of the specific defect, and the internal Teddie London label.

  3. We will review the architecture within 24 working hours and propose a resolution (repair, remake, or refund).

  4. If a return is authorised, we will provide a secure Returns Authorisation Number.

2.4 Non-Faulty Bespoke Returns We do not accept returns or offer refunds for bespoke pieces that have been crafted correctly to your original specification. This includes changes of mind, incorrect size selections, or general buyer's remorse. The piece was cut and stitched exclusively for you and cannot be entered into a general archive.

3. LOGISTICAL INTERFERENCE & TRANSIT DAMAGE

We engineer our packaging to protect the leather during global transit. If your piece arrives visibly damaged by the courier:

  • Severe Outer Damage: Do not accept the delivery. Instruct the courier to return it to the sender and contact us immediately.

  • Internal Damage: If the box is intact but the piece is damaged, photograph all outer packaging and the damaged hardware before handling it further.

  • Contact the Studio Concierge within 48 hours. Upon verification, we will arrange an expedited remake or refund.

4. UNRESOLVED TRANSIT (LOST IN POST)

If your commission fails to arrive within the stated timeline:

  • Please allow 3 working days beyond the estimated delivery date to account for local courier delays.

  • Contact our studio, and we will initiate a formal trace with FedEx, DHL, or Royal Mail.

  • Once the designated carrier officially classifies the parcel as lost, we will immediately offer a complimentary expedited remake or a full reallocation of your funds.

5. MATERIAL & TONAL VARIANCES

Due to the organic nature of premium leather and custom crafting:

  • Colour & Tone: Minor tonal variations between digital screens and physical leather are inherent to the dyeing process. We do not accept returns based solely on minor colour perception variances.

  • Grain & Structure: Natural leather exhibits unique grain patterns and subtle markings. These are not defects; they are the signature of authentic, high-grade materials.

  • Dimensions: Minor sizing tolerances (±1–2cm) may occur due to the handmade nature of the architecture.