Help & information
Returns & exchanges
We want you to feel confident when choosing your Tuscany Leather piece — and completely covered if anything is wrong with the one that arrives.
If anything is wrong with it, we put it right
If your piece arrives damaged, faulty, or is not what you ordered, we take care of it completely. We arrange collection at our cost and send a replacement, or refund you in full — whichever you prefer. There is nothing for you to pay, and nothing to argue about.
Film yourself opening the parcel if you can. It is the fastest way for us to help: a short clip from the moment you break the seal shows us and the workshop in Florence exactly what arrived and how, and lets us act the same day instead of exchanging photographs for a week. It is a help, not a condition — if you did not film it, tell us anyway and we will still put it right.
Changed your mind? You have 14 days
You may cancel your order for any reason within 14 days of receiving it, under the Consumer Contracts Regulations 2013. You do not have to give us a reason and you do not need our permission — simply tell us, in writing, that you are cancelling. An email to support@tuscanybags.co.uk is enough, and so is the cancellation form we will send you on request.
Send the piece back to us unused and in the condition it reached you, within 14 days of telling us. We will refund what you paid for it, including the standard delivery charge, within 14 days of receiving it back. The cost of returning it to Italy is yours unless the piece was faulty or not what you ordered — write to us first and we will tell you exactly where to send it, because returning it to the wrong address delays your refund.
Two things this does not cover: a piece that has been monogrammed or otherwise personalised for you, and a piece damaged by use rather than by us. Both are set out below.
Before ordering, we encourage you to review the product photographs, dimensions, colour options, “What fits inside” information and product specifications. If you need help choosing the right bag, our team is happy to assist before you place your order.
How to tell us
Contact us with your order number, your unboxing video if you have one, and a few photographs of the piece and the packaging. The sooner the better, but do not worry if a little time has passed.
We review it the day it arrives and put it right under the Consumer Rights Act 2015, which sets out rights no policy of ours can reduce. We also raise it directly with the workshop in Florence, so the fault is fixed at the source rather than just for you.
Personalised items
Products that have been monogrammed or otherwise personalised cannot be returned or exchanged for change of mind. A monogram is unique to you and cannot be altered or removed afterwards, so please check your spelling and chosen font carefully before ordering.
This does not affect any rights you may have if the product is faulty, damaged, or otherwise covered by the Consumer Rights Act 2015.
Faults that appear later, and warranty
If a problem appears later while you are using your piece, send us photographs and we will help work out whether it is a manufacturing defect or ordinary wear. The warranty covers manufacturing defects; it does not cover wear and tear.
Where a manufacturing defect is confirmed we cover the repair, including return and re-shipping costs, or arrange a local repair where that is possible.
Genuine leather also develops character over time. Softening, a deeper patina and small natural marks are part of the material rather than a fault — and on a vegetable-tanned hide they are the point.
Need help before ordering?
If you are unsure about the size, colour, capacity or suitability of a product, please contact us before placing your order. We would much rather help you choose the right piece before it leaves Florence.
Our goal is to make sure you know exactly what you are purchasing, and can order with confidence.