Delivery & Returns
How long will my order take?
Most Frederic St James bags are handmade to order. That means your order goes from us to the workshop the day after you buy, your bag is then crafted by hand over several days, and it travels to our HQ in North Yorkshire to be quality-checked before being dispatched to you. The whole process can take up to 15 days for UK orders.
UK Delivery
Once your bag has passed quality check at our HQ, we ship it the same day or the next working day with DPD. Delivery is tracked and signed for.
International Delivery
We deliver to most countries by FedEx. International orders take no longer than UK orders.
Please be aware there may be additional taxed and duties when your bag arrives with you. This is dependant on each country.
Order Tracking
We will keep in touch with you along your order journey. From purchase to the day before you receive your item, it is normal to see the status as "unfulfilled". Once shipped this will update with tracking details, and you will receive your bag within 24 hours.
What if something goes wrong?
Real life happens. Here's what to do if any of the below applies to you.
|
Situation |
What to do |
|
My order is taking longer than 15 working days |
Occasionally our shipments from Italy are selected for inspection at UK customs, which can add 2–4 days. If you're more than 18 working days from order and still haven't heard from us, please email hello@fredericstjames.com with your order number — we'll check exactly where your bag is and come back to you the same day. |
|
My parcel says "delivered" but I haven't received it |
First, check with neighbours and any safe-place you have set with DPD — DPD will often leave parcels with a neighbour or in a porch. If after 24 hours the parcel still hasn't appeared, email hello@fredericstjames.com with your order number and we'll open an investigation with DPD on your behalf. |
|
The bag arrived damaged in transit |
We're sorry. Please email hello@fredericstjames.com with your order number and photos of the damage (including the packaging if possible). We'll arrange a replacement and a courier collection of the damaged parcel — there's nothing to pay. |
|
The bag has a fault |
Every bag is quality-checked before it leaves us, but if something has been missed, we'll put it right. Email hello@fredericstjames.com with your order number and photos. Depending on the fault we'll either send a replacement part, cover the cost of a local repair, or send you a full replacement bag — we'll tell you which is best as soon as we see the photos. |
Returns
Want to return your bag? No problem. You have 60 days from the date you receive your order to send it back to us for a full refund, provided it's unused and in its original packaging.
Email us at hello@fredericstjames.com with your order number, the item you'd like to return, and a brief reason. We'll confirm by reply within one working day.