Returns Policy – Coupland Leather

At Coupland Leather, every item we create is bespoke, made-to-order, and hand-crafted with care and precision. Each piece is unique and tailored to the client's specifications, which means returned items cannot be offered for resale.

When placing an order with Coupland Leather, you agree to our Terms & Conditions, which explain the nature of our products and how this affects returns.
To ensure enquiries are handled accurately, return and exchange requests should be submitted by email: hello@couplandleather.co.uk.

Ts & Cs Summary

Cooling-Off Period

Under UK Consumer Contracts Regulations, the 14‑day cancellation (‘cooling-off’) period does not apply to goods that are bespoke, made-to-order, and hand-crafted specifically for you. Most Coupland Leather products fall into this category because they are created individually to your specifications. (Clause 8).

However, if an order has not yet been started, the client may cancel in line with our Terms & Conditions (Clause 9). Please contact us as soon as possible to discuss this.

If there is a fault or issue with your order, please speak to us and we will do everything we can to help, in accordance with your statutory rights. Your statutory rights remain unaffected. (Clause 11).

 

Customisable vs Bespoke
Please note the difference between customisable and bespoke items:

  • Customisable items are standard designs where you select from pre-set options (such as colour or strap length). These may not always qualify as bespoke under UK law, and the 14-day cooling-off period could apply.
  • Bespoke items are made-to-order and hand-crafted specifically for you, based on your unique specifications. These are exempt from the UK 14-day cancellation (‘cooling-off’) period under the Consumer Contracts Regulations.

If you are unsure whether your order is considered bespoke, please contact us before placing your order.

 

Personalisation & Branded Items

If an item has been personalised (e.g., embossed initials, custom engraving) or branded for corporate clients (e.g., featuring your company logo or custom business branding), we cannot accept it as a return or offer a refund. These items are unique to you and cannot be resold or repurposed (Clause 8).

No Returns for Change of Mind or Customer Error

Returns are not accepted for reasons such as change of mind, incorrect measurements provided by the customer, or personal preference (Clause 8).


Faulty or Misdescribed Items

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if your item is faulty, not as described, or does not meet satisfactory quality standards (Clause 11).

  • If you believe your item is faulty, contact us within 7 days of delivery with clear photographs and details.
  • Coupland Leather reserves the right to correct or replace the item before issuing any refund (Clause 8).

Proof of Purchase

To process any return or claim, you must provide proof of purchase, such as your order number or receipt (Clause 9).

Return Process

Any return must be agreed in writing ahead of posting. If you wish to end the contract or return goods, you must notify us and cover any return costs, unless the item is faulty, in which case we cover return shipping (Clause 9).

Unauthorised Returns

Any item returned without prior written agreement will not be eligible for a refund. The item will be sent back to the client once postage costs and a reasonable administration fee have been paid.

How to request a return or exchange

Please email hello@couplandleather.co.uk with your order number, reason for contact, and supporting details where applicable.

We aim to be fair and reasonable in all cases and assess enquiries in line with these terms and your statutory rights.

For full details, please refer to our Terms & Conditions. If you have any questions regarding the above, please contact us at hello@couplandleather.co.uk.