Frequently Asked Questions

What are Maxwell Scott products made from?

All Maxwell Scott products are made from vegetable tanned cow hides. We only select premium Italian hides to ensure they stand the test of time and last considerably longer than other equivalents. Our “Vera Pelle Italiana Conciata al Vegetale” (vegetable tanned leather) has been carefully chosen from one of the finest and most well renowned tanneries in the whole of Italy and takes much longer to produce than other processes, such as chemical or chrome tanning. It ages beautifully, gaining unique characteristics and becomes suppler with use. For more information on our leathers please visit the ‘About Our Leather’ page.

What does Verra Pelle stand for?

'Verra Pelle' literally means 'Real Leather' in Italian.

How do I place an order?

Ordering from Maxwell Scott is simple. You can order online or by telephone by calling customer service on 08702424684. If you would like to order online but are unsure how to, please visit our How to Order page which has a step by step guide on how to order from Maxwell Scott.

How long does the delivery usually take?

Delivery time varies depending on your location. If you live within the UK your goods will be dispatched on the same day if you have ordered before 12pm. Most of our products are dispatched on a next day delivery service; however our accessories are dispatched via Royal Mail which normally takes 1-2 days. (Please note we do not ship on weekends.) If your goods are being shipped outside of the UK, shipping time usually takes between 1-4 days. For more information about UK deliveries or the rest of the world including a breakdown of costs, please visit our ‘Worldwide Shipping’ page.

What does lifetime guarantee mean?

This means our products are guaranteed to last the natural life of the product. Due to the high build quality and leather durability these products are designed to last substantially longer than most high street equivalents. For more information on our lifetime guarantee and repairs please visit our ‘Lifetime Guarantee’ page.

How do I care for my Maxwell Scott product?

Our products have been designed to age beautifully and do not need a lot of care. However, if you would like to clean your product then lukewarm water and mild soap is the best option. To condition the hide we suggest using natural products such as bees wax. By no means attempt to clean with chemicals as this can damage the leather. For more information on how to look after your leather product, visit our ‘Leather Care’ section.

Do you sell outside the UK?

Yes, we ship worldwide. Depending on your location and the value of the goods ordered the shipping cost and the time your product takes to get to you will vary. For a breakdown of costs, including information on taxes, please visit our ‘Worldwide Shipping’ page.

Am I able to return/exchange a purchase that does not meet my expectations?

Yes, we offer a simple returns policy. Firstly inform us on 0870 24 24 684, secondly return your product to the address below using a signed for postal service. Please make sure your package is adequately packed, in original packaging if possible. (If returning from outside the EU, it is of upmost importance to write RETURNS on the package.) We also offer exchanges. Please ring the above number to arrange this. Please send your returned item to:

Maxwell Scott
Unit B204
Faircharm Trading Estate,
8-12 Creekside
London
SE8 3DX
ENGLAND

For further information, please visit our 'Returns Policy' page.

Can your products be personalised?

Yes we do offer personalisation on our leather goods. To place a personalised order and for information about pricing and wait time please call customer service on 08702424684.

Where can I find the dimensions of the product I want to order?

The weight and dimensions of every product are visible on the product page. When viewing a specific product a box will be visible underneath it. Scroll down to view this box and look under the ‘features’ tab. Under this tab there is a full overview of the dimensions and weight.

How can I track my order?

Once you place an order with us you will receive a confirmation email with a unique tracking number on it. You can use this number to track the whereabouts of your parcel. If you do not receive a confirmation email please make sure you check your junk folder. In the unlikely event that you still have not received tracking information please call customer service on 08702424684.

Can I request Saturday delivery?

We do not usually deliver on Saturdays, however in the event that you specifically want your item delivered on Saturday then please call us on 08702424684. There will be a charge for this and prices will vary depending on value of goods and delivery destination.

I ordered my item yesterday and it has not arrived, where is it?

All items excluding small accessories that are being delivered to the UK should reach you the next day if you place your order before 1pm. Smaller accessories such as purses and wallets usually take 1-2 days. If your order has not arrived please check your email including your junk folder, it may be that the item you have ordered is currently out of stock. If you have missed your order you should receive a calling card instructing you to pick it up from your local sorting office. For more information including worldwide delivery please visit our 'Worldwide Shipping' page. If you are still concerned about the whereabouts of your item please call us on 08702424684.

What payment method can I use?

We accept payment by cheque, BACs or debit/credit card. We accept most major credit cards including Visa, Visa Electron, MasterCard, Delta, JCB, Maestro and American Express. Please note that due to a security protocol with American Express we can only ship to your billing address. We do not accept Diners club.

I haven’t received a confirmation email, where is it?

Once you place an order online with us, you should then receive and automatic confirmation email. If you cannot find your confirmation email then please make sure you check your junk folder. In the unlikely event that you still cannot find a confirmation email please call us on 08702424684, it may be that your transaction did not go through and we may need to process it manually.

Can I change my delivery address after I have placed an order?

You can change your delivery address right up until your parcel has been shipped. Please call us on 08702424684 or email info@maxwellscottbags.com as soon as possible to change this. You will recieve an email once your item has been shipped and you cannot change your delivery details after this.

I want to cancel my order, how do I do this?

If you would like to cancel your order please ring us on 08702424684 as soon as possible to arrange this. We will then cancel your order for you. We will void this if cancelled on the same day, however if you cancel a day or so afterwards then please note that refunds can take up to 14 days. If your item has been shipped you cannot cancel your order, however we do offer a 30 money back returns policy so that you can return your item and get a full refund.

I have damaged my product, what shall I do?

If you have damaged your product through misuse then our lifetime guarantee does not cover this, however we may be able to fix this for a small fee. Depending on the severity of the issue we may be able to fix it within 48 hours, however some products may need to be sent back to Italy to get fixed. This can take any time up to 6 weeks, however we will keep you informed along the way. To discuss repairs or our guarantee further please email info@maxwellscottbags.com, or call us on 08702424684.

Can I return my personalised item?

Unfortunately we are unable to offer any refunds on personalised items.

I have forgotten my password, how do I get in to my account?

If you have forgotten your password please go to the 'My Account' page where you will see a ‘Forgot my Password’ link. By clicking on this we will send you a new password for you to use to access your Maxwell Scott account. You can change this password at any time by going into your account, and accessing the ‘Account information’ tab.

My goods are damaged or faulty, what can I do?

Maxwell Scott ensures each item is of the highest quality before sending to our customers. In the highly unlikely event that your product is damaged or faulty please call 08702424684 to speak to one of our customer representatives to discuss the matter further. If your item has developed a manufacturing fault our lifetime guarantee will cover this and we will be able to fix your product free of charge.