FAQ
ORDER
— How can I change or cancel my order? If your change your mind and don't want your order anymore, want another bag or if you notice a mistake in the delivery address, our team is happy to amend your order. Please contact us as soon as possible at [email protected] with your order number and the change you wish to make. Please be aware if the item has already been shipped we cannot stop the delivery. — How do I know if my order has been registered? Once the payment is complete, we send you an order confirmation by e-mail. Please check your spam box in case you cannot find it. — Can I get tax fee from my online order? All prices are displayed on the Website in pounds sterling and are inclusive of VAT at the applicable rate. If your address is based in China, please feel free to order from our Chinese website.
PAYMENT
— What are my payment options? We offer you two methods of payment: credit/debit card (Visa, Mastercard, Giro Pay, American Express, Sofort) and Alipay. — How do I use my coupon code? If you have a Beara Beara coupon code, just enter it in the "Coupon code" box when you are on the Cart page. Then click on Apply coupon and the promotion will be applied directly to the value of you cart. Please note: - Only one code can be used with each order - You cannot apply a discount code after the order has been placed. — My coupon code doesn't work. Please check that the code is entered exactly as it is shown on the promotion, including upper or lower case. Also check that the code is still valid. — Is the payment system secure? No matter which method of payment selected, it is secure thanks to the online payment system provided by our partner SagePay. With SagePay your bank details are not shared, it will be encrypted, which means they'll be coded in such a way that they are totally illegible on the Internet.
DELIVERY INFORMATION
— What are the shipping costs and the delivery time? Costs and delivery time vary, depending on the destination and the option you choose. Deliveries within Europe can be within 3 to 5 days. Worldwide it will be from 5 to 10 working days. You have to add 24 to 48 extra hours to the delivery time indicated if you have chosen to emboss your bag. The postage fee is £15, £20, £25 or £30 depending on the size of the bag. You can see the exact price if you add the bag to your cart and go to the checkout page. For express international delivery or any other options please contact us directly. — I placed my order at the weekend; will I receive it on Monday? Any order placed after 1pm on Friday will not be despatched until Monday. You will receive your tracking information on Monday afternoon and this will be valid from Midnight. You can then track your parcel as normal. — Can I change my delivery date/Address? As long as your order hasn’t been sent and you didn’t receive your tracking code, you can change your delivery date or address by sending an email to [email protected] with your order number and your new address/date delivery. — Can I track my order? One your parcel is shipped, we send you an e-mail including a tracking link to Royal Mail, Trackpak or DHL allowing you to follow the delivery. Once on the tracking page, you can track your item and check the delivery date. — My Order has not arrived yet, what can I do? We are sorry that your order has not arrived yet. Please check the website of the delivery company with your tracking code to know the delivery status. Kindly note that the parcel can be stock at customs for several days. If you didn’t receive your tracking code, make sure that your bag is not on pre-order at the moment. If it is the case, we will process your order as soon as we receive the shipment and we will be in touch with you for the tracking code.
RETURN & REFUNDS
— What happens if I receive a faulty item/s? We are so sorry to hear that you have received an incorrect/faulty product. Please contact us as soon as possible with your order number and the issue you face with pictures. We will do our utmost to help you sort this out. — Can I return my order to a Beara Beara store? Yes of course. You just have to bring with you the invoice. — What are the conditions for returning/ -exchanging an item? If you are about to return or exchange a product, please follow the procedure: The product should be returned within 30 days, from the date you received the parcel. The product should be returned in sending condition and should not have been worn or damaged. The product should be returned with the invoice, the tag and the original dust bag. We reserve the right not to accept any returns which do not conform to these conditions. The exchange will be processed once we receive the return parcel. — Can I return a personalised product? We are unable to offer an exchange or refund on any items that have been personalised or engraved. Please ensure you check all spelling, grammar, punctuation and the use of capital and lower case letters when adding personalisation to your order as we will personalise exactly what is entered online and we cannot accept returns of products that have been personalised. — How long will my refund take? When we receive your return, we will inspect the item/s and process the refund within 3 working days. We will send you an update email once your return has been received and another email when the refund has been processed. Once we have processed the refund it can take 3-5 business days for your bank to complete. Please note that refund times and currency rates are dictated by the card issuers and are outside of our control.
LEATHER CARE & INFORMATION
— How can I maintain my Beara Beara bag? We protect the leather to make it weather and wear resistant, however over time if you pick up scratches we recommend that you use leather dubbin or wax. Take an old cloth and work the dubbin into the leather in a gentle circular movement and this will both get rid of any small scratches and bring a nice shine back to the leather. — Does Beara Beara have maintenance service? If you would like your bag rejuvenated you are most welcome to visit one of our stores where we will happily revamp your bag. We are happy to re-stain, trim treads, put a new wax on the leather service and generally bring the bag back to its original self. We are happy to do this while you wait however we would appreciate your patience on busy days. — What happens if I need something repaired? We are very confident in the quality of our bags, however very occasionally something may need to be fixed. The good news is that we use thick quality leather so our bags can be fixed even after many years of use. We offer a free repair service for stitching or for hardware up to 1 year. After that a small fee may apply and please note the shipping cost will have to be covered by the customer. — Are the products sold in the Shanghai store the same products as from the UK? All Beara Beara products are manufactured in our factory in Bolivia and are exactly the same. All products sold on our Chinese website and in our Shanghai store come directly from London and are identical to the products sold in the UK. — Do we use natural leather? Yes we only use natural leather. We source robust unprocessed skins that include natural imperfections and grains which are a unique feature of our bags. — Will the leather frame soften? We use robust leather for the frame to make the bag fit for carrying large loads. After several weeks use the frame will begin to soften and add to the ease of use. Although made to last for a long time we do recommend not overloading with excessively heavy items. — Is the leather waterproof? As we use natural leather it is not waterproof. However, the bag can be protected using waterproofing spray. The more spray you use the more waterproof it will become, however, please be aware that spray may change the finish of the leather. — Will the bag get damaged if it gets wet? As explained the leather will soak up some water but this will not damage the bag. If this is merely a rain shower then there is no danger to the contents. If the bag does get wet simply hang it up as you would clothes and it will most likely be dry by the morning. — Will there be a colour transfer from the leather? We use naturally tanned premium leather, therefore it is normal that you may experience a small amount of colour transfer initially. The leather stain has been sealed, however we would recommend avoiding the use of light coloured clothing for the first few uses until the colour has settled. This bag is made to last for a long time and once the stain has settled then you are then free to use it however and wherever you wish for many years. — Will the colour of the suede run? The colour has been fixed however this is never 100%. If the bag becomes saturated then there can be a very minimal transfer of colour between dark suede and light cotton material however this is a rare occurrence especially if it is protected with spray. — Are the materials organic? We strongly favour working with suppliers that use locally sourced materials. The natural wool and leather that is used to make our bags are by-products of the meat industry, the majority of which comes from the central lowlands of Bolivia near Santa Cruz and therefore minimizing the transport involved. — Is Beara Beara a fair-trade business? Since our launch in 2012, it has been our mission to work closely with small local businesses and families, to develop long lasting and successful working relationships. We have chosen not to apply for Fair Trade registration simply for the fact that we are perfectly comfortable with our business practices and don’t feel we need the stamp of approval of an outside organisation. As the retail side of the business grows we subsequently provide more people with a regular income and continue to improve the lives of many who were once struggling.