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FAQs

DO YOU MAKE ALL YOUR PRODUCTS IN BRITAIN?
Yes. All of our satchels are handmade in the United Kingdom. 

WHICH METHODS OF PAYMENT DO YOU ACCEPT?
You can pay by mastercard or visa, or choose to pay via our secure paypal service. 

WHAT IS THE DELIVERY CHARGE?
Our current delivery charge is £6 for mainland UK destinations 

I LIVE OUTSIDE OF THE UK, CAN YOU DELIVER A SATCHEL TO ME?
Tom Brown's satchels are delivered all over the world! Our current delivery prices are as follows:
~ Europe: £13
~ USA: £20
~ Rest of the World: £20

WILL MY PERSONAL DETAILS BE PROTECTED?
Tom Brown's knows that you care how information about you is used and shared and we appreciate your trust in us to do that carefully and sensibly. Our site has been designed with your privacy and security as an utmost priority. Please see our separate page on privacy for further information. 

CAN I HAVE MY SATCHEL EMBOSSED?
Yes, you are able to personalise your satchel using our popular embossing service. Our satchels are embossed on the front outside flap using Roman font and are available in three styles: blind, gold and silver. There is a charge of £6 per letter. For the best results we recommend blind embossing for the Hepburn patent satchels, and either gold or silver for all of the neon satchels in our ‘I Want Candy’ range. 

WHY DO ALL OF THE TOM BROWN'S SATCHELS HAVE NAMES?
All of our satchels are named after the British icon that they were inspired by. It is part of our celebration of all things fabulously British. 

DO YOUR SATCHELS HAVE A HALLMARK ON THEM?
Yes, all of our satchels are embossed with a small Tom Brown's logo in blind on the back of the bag. This is a sign of Tom Brown's authenticity. 

CAN I RETURN AN EMBOSSED SATCHEL?
As an embossed satchel is a personalised item, we are unable to offer an exchange or a refund. Similarly, if you wish to cancel or change an order placed on an embossed satchel, we will be unable to honour this if the satchel has already reached the embosser. We will, however, always do our utmost to ensure that you receive the satchel that you desire, so please do contact us as soon as possible after placing your order if you wish to change it, and we will try to stop it in its tracks! 

CAN I CHANGE MY ORDER AFTER I HAVE PLACED IT?
Please email us as soon as possible after placing your order if you wish to change it. Whilst we will do our utmost to make the desired changes to your order, as all of our satchels are handmade to specification this cannot always be guaranteed. 

WHICH IS THE BEST SIZED SATCHEL FOR ME?
Please see our seperate size guide to aid your decision. Should you require any further information, please do not hesitate to contact us. 

I NEED TO ORDER A SATCHEL TO ARRIVE URGENTLY. IS THIS POSSIBLE?
Please contact our customer service team and they will be able to inform you whether we have the satchel that you require in stock for immediate despatch. 

WILL THE COLOUR OF MY SATCHEL BE EXACTLY THE SAME AS THE PHOTO ON THE WEBSITE?
Whilst photographs taken on our website are good representations of our satchels, we cannot guarantee a perfect colour match due to the variations that can occur in a natural product. The colour appearance on our website can also be affected by your personal computer settings. 

HOW SHOULD I CARE FOR MY SATCHEL?
Our bags are designed to last a lifetime, with the correct care. To optimise your satchel’s life and prevent damage, please avoid exposing your satchel to excessive rain, which can swell the leather, and to direct sunlight, which may fade the colour. A leather protector can be used to help protect your satchel, however always test on a small area before applying to the whole bag. 

WHAT SHOULD I DO IF I GET MY SATCHEL WET?
You should allow your bag to dry naturally (avoiding applying direct heat). You should avoid exposing your satchel to heavy rain, as this can damage the leather. 

HOW DO I RETURN AN ITEM?

  • In the unlikely event of you being unsatisfied with your Tom Brown's satchel, please contact us within 7 days of receiving your order to request a returns form. Please then return the completed form along with the product in its original packaging and condition and we will either issue a full refund to the payment card or electronic account, if requested, an exchange. All returned satchels should be send by recorded delivery to prevent the possibility of loss.
  • Please note that embossed satchels are not eligible for returns.
  • If you wish to return your satchel due to a fault, please email our customer service team who will determine whether you are eligible for repair or replacement. We are happy to offer a refund of return postage costs where an item is proved faulty.

Please note that our 'Misfits' range of seconds are non-returnable.


 

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