FREQUENTLY ASKED QUESTIONS

We use only the finest full-grain European hides, tanned in Tuscany using time-honoured, natural methods. Unlike corrected or split leathers, full-grain retains its original surface, allowing every mark and nuance to develop a deep, individual patina over time – the true hallmark of enduring quality.

Tuscany is home to some of the world’s most skilled vegetable tanners, where master artisans use guarded tannin recipes passed down through generations. This slow, natural process creates leather that is both robust and supple – built to last decades, not years – and to grow more beautiful with everyday use.

Yes. We work exclusively with premium European hides, carefully selected for strength, grain and character. Only the best portions of each hide are used, ensuring that every piece we craft meets our exacting standards for luxury, durability and refinement.

A patina is the soft sheen and deepening of colour that develops naturally on full-grain leather as it encounters light, touch and time. With daily use, your bag or briefcase will become richer in tone and character, essentially recording the story of the journeys you take together.

Where it matters most, we still rely on the trained eye and steady hand of our artisans. Hand-finished stitching reinforces areas of high stress and ensures clean, precise lines – details that not only elevate the aesthetic, but also contribute significantly to long-term durability.

Our Tuscan tanneries use carefully balanced blends of natural tannins to enrich the hides. These guarded recipes influence everything from the depth and warmth of colour to the way the leather softens and moves over time, resulting in a finish that is unmistakably Maxwell-Scott.

We specify high-quality metal fittings chosen for both strength and refinement. From clasps to zips, every component is designed to complement the leather and withstand years of daily use, ensuring your bag looks and performs as impeccably as the day you received it.

A Maxwell-Scott piece unites two worlds: the elegance of British design and the mastery of Italian leathercraft. It represents an appreciation for timeless style, slow craftsmanship and the belief that true luxury lies in longevity, not excess.

You have 60 days to return unwanted item(s) for a refund. This excludes personalised items, which unfortunately cannot be returned.

If you would like to return an item, please complete the appropriate returns form below, include it with your package and return it to the relevant address:

Returns Forms:

UK & Australia Returns Address:

Maxwell-Scott Returns Department
Unit 9 Hassacarr Close
Chessingham Park
Dunnington
York
YO19 5SN

US Returns Address:

Maxwell-Scott Returns Department
280 Madison Avenue
#912 - 9th Floor
New York, 10016
U.S.A

Please note:
Returns should be adequately packed. We cannot be held responsible for any damage caused by insufficient packaging, or for tears, abrasions or general misuse while the item is in your care. In these cases, we will not be able to issue a refund. Exchanges are subject to product availability.

Please note:
When returning goods from outside the EU, please clearly indicate on the customs declaration form or commercial invoice that the contents are returned goods originating from the United Kingdom. This will help you avoid unnecessary additional import taxes or clearance fees.

FIND OUR FULL DELIVERY & RETURNS POLICY HERE

Due to the bespoke nature of embossed items, they cannot unfortunately be returned. If you would like to receive your product first and have it embossed at a later date, once you are happy with your choice, please contact our Customer Care Team for details.

As long as your return includes your contact details, order number and reason for return, we will process it as swiftly as possible. Most refunds are issued within 14 days of receipt, back onto your original method of payment.

Please note that for credit or debit card refunds, your bank may take 3–5 working days to apply the credit after we have processed it. PayPal refunds are usually credited within 24–48 hours.

Personalised items require 24–48 hours for embossing prior to dispatch. If next working day or express delivery is selected, this applies to the shipping service after your personalisation has been completed. Our embossing team is very efficient, so delivery is usually still quick. If you are concerned about the delivery of your personalised items, please contact us directly.

We generally ask you to allow 24–48 hours for personalisation, especially during busy periods such as Christmas. Sometimes it is quicker than this, and where possible we will always try to accommodate urgent requests. If you require a personalised order quickly, please email our Customer Care Team, who will be able to assist with your request.

In many cases, we can emboss longer personalisations such as full names, dates or short phrases. If you require a longer personalisation, please message us via the contact form, noting the text you require and the product you would like it placed on. Our Customer Care Team will then advise whether it is possible and provide an individual quote for the costs involved.

All of our small leather goods come beautifully presented in a keepsake box, but our gift wrap option allows you to add elegant silver paper, ribbon and a gift card too. For larger items, our gift wrap option includes a luxury keepsake box, grosgrain ribbon and gift card.

If you’d like to add a thoughtful gift message, please specify this in the delivery note window – alternatively, you can email our Customer Care Team with your chosen message and order number, and we’ll attach it to your order for you.

Sometimes it is lovely to be able to choose your own present, which is why we offer a gift voucher service. Simply select the value you wish to gift, add it to the cart and we will send you a confirmation email. A voucher containing a unique code will then be sent to your allocated delivery address.

If you wish to purchase a value that is not presented on the gift voucher page, please contact our Customer Care Team by email or call customer care on UK: (+44) 0870 24 24 684, US: (+01) 917 795 4392, Germany: (+49) 069 66554287 or Worldwide: 0044 1904 488578 and we will process the order directly with you.

We are pleased to offer a worldwide delivery service and use some of the most highly respected couriers in the industry. Delivery times vary depending on the service selected and the products purchased, though we always try to offer an expedited option where possible.

To view the shipping options and costs for your selected products, please add the items to your basket and then select the delivery destination from the drop-down menu. The basket will then calculate and display the shipping options available for your product(s) and destination.

Please note that when personalisation is requested, it will take 24–48 hours to be applied before the item can be dispatched. If you select next working day or express delivery, the item will be dispatched with this service after the personalisation has been completed, not the next day after the order was placed.

In most cases, yes. Our warehouse is well stocked and we receive deliveries from Italy each week. You can check stock status once an item has been added to the shopping basket, or by selecting the required leather colour on the product page.

If an item is out of stock, it is often still possible to place a pre-order online. If you order an out-of-stock item, you will be contacted by our Customer Care Team and notified of the lead time, as well as any alternative products that are immediately available.

If an item is showing as out of stock, you have the option to place a pre-order via the product page online. As we use a secure real-time payment provider, your payment method will be charged at the time of placing the pre-order.

Your item will then be reserved for you from the next available shipment arriving from Italy and automatically dispatched once it reaches our warehouse. After placing your pre-order, you will be contacted by our knowledgeable Customer Care Team to confirm the expected delivery date for your order.

Each purchase comes with a 25-year warranty against manufacturing faults, so you have peace of mind every time you buy. We believe in sourcing the finest materials and craftsmanship, and our 25-year warranty has always been at the heart of the business.

We will undertake any necessary repairs resulting from manufacturing faults on zips, stitching, clasps, linings and similar components free of charge (you only pay the cost of postage). Please note, we cannot be responsible for tears, abrasions or damage from misuse or fair wear and tear, though we can often repair such issues for a reasonable fee.

Whilst everyday wear and tear is not covered by the warranty, we are happy to quote for any repair or restoration work that may be needed. Whether your dog has chewed your bag or it has had an unfortunate accident, we can on most occasions restore or resolve issues for you.

If you do need assistance, simply contact our Customer Care Team or message us through the Contact Us form online and we will discuss your requirements.

We hope you will never need to contact us for this reason, but if you do, simply reach out to our experienced Customer Care Team, who will do their utmost to offer you the most appropriate advice and a solution to your problem. Alternatively, visit our Contact Us page to raise a query.

We source our genuine leather from the uppermost layer of the hide, where the fibres are tightest – known as full-grain leather. We don’t correct or heavily alter the hides before tanning, which leaves the natural folds and marks visible and beneficially keeps the hide in its strongest form.

Because the surface is left unaltered, our full-grain leather retains the natural character, texture and durability of the hide. This is why we only ever use full-grain leather: it is quite simply the best. You may see creases, wrinkles, spots or small marks on the surface – these are not imperfections, but natural characteristics that make each piece truly unique.

We understand that you want to make the most of your leather product, and gentle, regular care will keep it looking better for longer. For handy tips regarding cleaning, treating and storing your leather bag, please visit our Leather Care page.

You will also find advice on how to care for suede. Should your bag be involved in an accidental spillage or some other misfortune, please contact our Customer Care Team, who will advise you on the best way to get your bag back to its best.

If you feel your leather product could be looking better, or a part needs replacing, we will be happy to take a look and see where we can help. In the first instance, please contact our Customer Care Team with your enquiry and they will be happy to assist.

As the manufacturer, we prefer to sell directly to our customers online rather than through traditional storefronts. This allows us to offer a high-quality, luxury product at a fair price and ensures that you receive accurate information and support from our knowledgeable team at every stage, from enquiry to delivery.