We understand that ordering a bag from Baia isn’t your usual shopping experience.
Here a list of common questions that our customers have. We hope that this will be of help, but if you have any unanswered question or queries please don’t hesitate to drop us a line by email to firstname.lastname@example.org.
PLEASE NOTE WE WILL BE CLOSED FROM 23RD DECEMBER TO 3RD JANUARY (INCLUSIVE). ALL ORDERS PLACED BETWEEN THESE DATES WILL BE PROCESSED ON OUR RETURN.
We want to make sure that your gifts reach you in time for Christmas, so please make sure you place your orders by the dates detailed below. If your order is placed after this time, we cannot guarantee that it will be completed in time for Christmas. We get very busy at this time of year, so the dispatch of orders can take a little longer than usual, but as long as orders are placed by the below dates, we will get all your bags and small leather goods to you in time to get them wrapped and under the tree!
All orders will need to be signed for, so please keep this in mind when choosing your delivery address (we cannot take details of safe places for parcels to be left etc).
Please note that once orders are dispatched we are no longer responsible for them.
CHRISTMAS DELIVERY - LAST ORDER DATES
|BESPOKE||2nd December||10th December|
|AW16 COLLECTION||10th December||19th December|
|SMALL LEATHER GOODS||9th December||16th December|
All AW16 collection items purchased after the 23rd November will have their returns period extended to 6th January, as long as they are in undamaged and returned to us in resalable condition. Please communicate with us via email before returning any item, as we cannot be held responsible for any item returned to us without our knowledge.
If you have any questions, or we can be of any assistance, please do get in touch via email at email@example.com.
Lots of festive love and seasons greetings from us all at Baia
Are all of your bags made to order?
Our products are divided into 2 sections. The first section is our ‘Bespoke’ service; the products in this category are made from scratch for each new customer order. This allows our customers to choose leather and lining colours to suit them, and they will receive a fully personalised finished item. We aim to have the ordered item completed within 14 to 21 working days of ordering, though often it is less.
The second section is ‘AW16’; these products are made in exactly the same way as the ‘Custom’ items, but we choose the colour combinations. These items are perfect for people who don’t feel confident choosing their own colours, and for those who don’t want to wait 2 weeks for a custom order, as they are ready to ship straight away.
I have bought a 'Bespoke' bag. How long until I receive it?
We aim to have custom ordered bags completed and posted between 14 and 21 working days of the date the order was placed. It can be longer during busy periods, but it usually takes less time. You will receive an email when your order has been completed.
I have bought a 'AW16' bag. When will I receive it?
We aim to have 'AW16' bags packed and posted within two working days of when the order was placed. It can be longer during busy periods. You will receive an email when your order has been completed, though feel free to get in touch if you have any questions.
BESPOKE OR AW16?
I like a bag in the ‘AW16’ section, but would like it with a different lining colour?
Our ‘AW16’ products are sold as seen. If you would like an alternate lining colour or leather colour, we would advise placing a custom order in those colours. If you have any questions, please feel free to drop us an email.
Can any item be monogrammed?
Any of our bags can be monogrammed, whether AW16 or Bespoke items. Our small leather good pouches can also be monogrammed. Just leave a note in the box when you order as to what you'd like. We can monogram with up to 3 initials.
I put in the wrong initials, what should I do?
Please email us ASAP with your order details, the error and what you'd like it to be change to. If possible, we will emboss the corrected initials. However, once the embossing process is completed there is nothing we can do to change it. Please double check you've got the right initials before completing your order - monogrammed items are not refundable unless faulty.
How does pre-order work?
On occasions, we offer a pre-order option. It is a 3 day window for you to secure an item, a week before it is available for normal ordering. No more missing out! We will then post your item out a day before it goes live for normal ordering, so you can swan around with your lovely new bag, while everyone is just catching on. All you need to do to pre-order is pick your item, add it to the basket, and make your payment. You'll receive a dispatch email when it's on its way to you.
OUT OF STOCK
What should I do if the bag I want is 'Out of stock'?
We will try our best to make sure that our 'AW16' items are in stock, but there may be times when certain items will be temporarily out of stock while we re-make some more.
We do offer a waiting list service. All waiting list requests will be completed before the item is listed as 'in stock'. To be added to the waiting list, please send an email with the bag you'd like to purchase, and a relevant email address for a Paypal account. We will then send a Paypal invoice, to the mentioned email address, for a 50% deposit. As soon as we receive your deposit, you will be added to the waitlist. Once a bag is available, you will receive a second Paypal invoice for the remaining balance - when we receive your payment your bag will be dispatched. (Deposits will be refunded through Paypal if there is no response to the second invoice within 7 days, you will be notified by email).
'Bespoke' items may switch to out of stock during our most busy times. It won't be for long, usually a week or less, so keep checking back. If you have questions about any of the above, please feel free to email firstname.lastname@example.org
How can I get in touch?
Feel free to drop us an email to email@example.com, please include your name and order number (if you have one) to help us get back to you ASAP.
If you're a fan of snail mail, our address is:
Office 6, Block 2,
Can I cancel my order?
You can cancel your order within 24 hours of placing your order, by sending an email with your name and order number to firstname.lastname@example.org.
What is your returns policy?
Items purchased from the ‘AW16’ section are fully refundable within 28 days of purchase, as long as the items is returned in an unused, fully resalable condition. Items purchased from the ‘Bespoke’ section are non-returnable, unless faulty. Items once monogrammed are non-returnable, unless faulty - please double check your chosen initials before ordering, as mistakes cannot be rectified after embossing. Sample sale items are non-refundable.
If you have any questions please send an email to email@example.com
I have a discount code, how do I use it?
Add your item to the cart as usual. When you got to ‘View Cart’ you will see a small box below the product information. Put your code in there and press ‘Apply Code’. The codes are case sensitive, so ensure you use capitals where appropriate. If you have any issues please let us know via email.
How will my order be delivered?
Once your order is completed it will be boxed up securely. All our orders are sent First Class ‘Signed For’ or 'Next Day' via Royal Mail, depending on the value of the item. We have found Royal Mail to be fast and reliable.
Do you deliver internationally?
We do deliver internationally. We charge a flat rate of £20 for international delivery.
Do you accept wholesale orders?
We're always looking for new stockists, so please feel free to drop us an email at firstname.lastname@example.org if you'd be interested in placing a wholesale order with us. We would be very happy to pass on look books and line sheets and any other information you require.
CARING FOR YOUR BAG
What is the best way to care for my bag?
Our bags are designed to be used. As functional items they inevitably experience everyday dirt and wear and tear. Leathers and suedes are natural products and will change and age with use. If you treat your bag well it will last a long time - be nice to your bag and it will be nice to you!
If your bag is made from leather, caring for your bag is very simple. You may wish to feed the leather once or twice a year with an uncoloured cobblers cream or leather cleaner* (follow product instructions), which will help keep the leather supple. If your bag gets dirty, a slightly damp cloth* will help to remove general dirt, though stains and marks (try to avoid biro at all costs) may be difficult to remove, especially on paler leather.
If your bag is suede we would advise treating it with a suede spray treatment* (follow product instructions) before use, and avoid contact with water, oil and grease where possible. Suede is very absorbent so will inevitably darken with use and age. A suede brush* can help to keep your suede looking good. Stains and marks can be very difficult to remove.
If your bag is hair on hide you should, as with all leather products, avoid water, grease etc. You should expect a small amount of shedding with use, though try and avoid lots of friction on your bag as this will encourage shedding.
* Please test any of these methods, products or treatments on an inconspicuous area of your bag first, no two leathers are the same and will react differently to any treatment. We cannot be held responsible for any unwanted consequences when treating/cleaning your bag. If you are in any doubt, just leave your bag as it is.