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FREQUENTLY ASKED QUESTIONS

Returns
Can I return unwanted items?

You now have 60 days to return your purchased item(s). This excludes personalised items which 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 appropriate addresses below:

Returns Forms:

  • UK and Australia Returns Form
  • US Returns Form
  • 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 the item may occur due to insufficient packaging, and we are also not liable for any damage to the item from tears, abrasions or general misuse when in your hands. In these cases, we will not be able to issue a refund. Exchanges are subject to product availability. Please call customer services on 0870 2424684 (US: 917 795 4392) to arrange an exchange.

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

    FIND OUR FULL DELIVERY & RETURNS POLICY HERE

    What is your policy for returning personalised items?

    Due to the personalised nature of embossed items, they cannot unfortunately be returned. If you would like to return your purchase to us to be embossed at a later date, once you are pleased with your choice, please contact our Customer Services Team for details.

    How long does it take to receive a refund?

    As long as your return includes your contact details, order number and reason for return we will be able to process your return swiftly. Usually the majority of returns are refunded within 14 days of receipt back onto your original method of payment. Please note that for credit or debit card refunds, after processing your bank may take 3-5 working days to apply the credit onto your account. For PayPal refunds,these are usually credited by PayPal within 24-48 hours.

    Personalisation
    How long will it take to personalise my order?

    It is important to note that personalised items will take 24-48 hours to be personalised prior to dispatch. Therefore if next working day delivery is selected, the item will be dispatched on this delivery service, after it has had your personalisation request applied to the product. However, our embossing team is very efficient so delivery is usually still quick. If you are concerned about the delivery of your personalised items, it is best to contact us directly.

    Can my personalisation be completed quicker than 24-48 hours?

    We say to allow in general 24-48 hours for personalisation to be applied to an order. Sometimes it is quicker than this, however at busy times such as Christmas it may take the full 48 hours. If you require a personalised order quickly, we will always try to accommodate this where possible, please call or email our Customer Service Team who will be able to assist you with your request.

    What if I want to order a personalisation longer than 6 characters?

    A lot of the time it is possible for us to personalise, sayings, full names or other messages on items for you. If you require a longer personalisation, please message us via the contact us form noting the personalisation you require, as well as the product you would like it placed on. Our Customer Services Team will then advise you whether it is possible to carry out the personalisation that you require, and provide an individual quote for the costs involved.

    MSB Gifting
    Do you have a gift wrap service?

    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, a ribbon and gift card too. For larger items, our gift wrap option will add a luxury keepsake box, grosgrain ribbon and gift card to your purchase.

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

    Can I buy a Maxwell Scott Gift Voucher?

    Sometimes it is lovely to be able to pick your own present. That is why we offer a gift voucher service. Simply select the value of the voucher that 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 Service Team by email or call us on 0870 242 4684 and we will process the order directly with you.

    Delivery
    Where and when can you deliver my order and how much does delivery cost?

    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. However, we always try to offer an expedited service if required. If you would like to view the shipping options for your selected products, please add the items to your basket, 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.

    Next working day deliveries and personalised order

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

    Stock Availability & Pre-orders
    Is everything in stock?

    In most cases, yes. Our warehouse is always well stocked and we receive deliveries each week. You can check the stock status once an item has been added to the shopping basket. On our product pages you will also see if an item you require is showing as out of stock by clicking on the required leather colour. If the item is out of stock, it is still possible to place a pre-order for the item online. If the item you order is out of stock, you will be contacted by our Customer Service team and notified of the lead time for receiving your item as well as any alternative products that are immediately available.

    How do pre-orders work?

    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 completely secure real time payment provider, your payment method will be charged at the time of placing the pre-order. You will then have the item reserved for you from the next available shipment arriving from Italy, and the item will automatically be dispatched for you once it arrives. Once you have placed your pre-order, you will be contacted by our knowledgeable Customer Services Team to inform you of the expected delivery date for your order.

    25 Year Product Warranty & Repairs
    Do your products have a warranty?

    Each purchase comes with a 25-year warranty against manufacturing faults so that you have peace of mind every time you purchase. We believe firmly in sourcing the finest materials and craftsmanship, and so 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 etc. 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. However, we can still repair it for a reasonable fee.

    What if my product is not under warranty and needs repairing?

    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 any issues for you. We hope that you never need to, but if you do, simply contact our customer services team on 0870 24 24 684 or message us through the Contact Us form online and we will discuss your requirements.

    My product is damaged in transit, how can you help me?

    We hope you will never have the occasion to need to contact us for this reason, however if you do, simply call our experienced customer service team on 0870 2424684, who will do their utmost to offer you the most appropriate advice and ultimately a solution to your problem. Alternatively, visit our contact us page to raise a query.

    Leather & Leather Care
    What are the creases in the leather?

    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 alter the hides before tanning, which leaves the natural folds and marks visible, and also beneficially leaves the hide in its strongest form pre-tanning. As the surface of the leather is left unaltered, our full grain leather retains the natural character, texture and durability of the hide. This is why we will only ever use full grain leather: it’s quite simply the best. As the leather is used in its unaltered form you may see creases, wrinkles, spots or little marks on the surface. These are not imperfections but natural characteristics of the leather we use, making each piece truly unique.

    How do I care for my leather product?

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

    You will also find some advice on how to care for your suede bag too. Should your bag be invoiced with an accidental spillage or some other misfortune, please contact our Customer Service Team who will advise you on the best way for getting your bag back to its best!

    My product needs some TLC who can I speak to for advice?

    If you feel your leather product could be looking better, or a part is missing you need to replace, we will be happy to take a look at it for you and see where we can help. In the first instance please contact our Customer Services Team with your enquiry and they will be happy to assist you.

    Stockists
    Why can’t I buy your products in a shop?

    As the manufacturer, we prefer to sell direct to the consumer online rather than through storefronts. This means we can sell a high quality, luxury product at a reasonable price by not having stores. It also means you are receiving the correct information regarding our products, and dealt with by our knowledgeable and experienced staff every step of the way from enquiry to order and delivery.

    Brexit & Taxes
    Do I have to pay any import tax when having an item delivered to the UK

    In short, no. Although our items are handmade in Italy, UK orders are dispatched from our UK Head Office warehouse and there are therefore no additional taxes or duties to pay. The price at checkout is the price you will pay for the item delivered to your door.

    Can I come and look at the products in your offices or do you have a showroom?

    Whilst we don’t have a showroom, we are happy for customers to visit our UK Head Office by appointment only Monday-Friday to view products. Currently, due to Coronavirus and the need to keep staff and visitors safe, we have suspended visitors entering our offices. We do hope we will be able to welcome you back soon. For viewing appointment enquiries please call our Customer Service Team on 0870 24 24 684.

    Continue Shopping


    How To Contact Us:

    • phone
      Telephone

      0870 24 24 684 (UK)
      or
      0044 (0)1904 488578
      (Outside UK)

      9AM - 5PM Mon-Fri
      (Excluding UK bank holidays)
    • email
      Post
      Maxwell Scott Bags
      Unit 9 Hassacarr Close
      Chessingham Park
      Dunnington
      York
      YO19 5SN
      United Kingdom