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 email@example.com.
WE'RE ON HOLIDAY!
Baia HQ will be closed from 24th June to 4th July (inclusive), while we take a summer break.
This means that all orders placed during this time will be processed on our return, rather than the usual dispatch times listed below.
But the good news is that we have also kicked off our summer sale, with 25% off all bags, so shop to you hearts content!
Any questions feel free to drop us a line to firstname.lastname@example.org
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 ‘SS17’; 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 'SS17' bag. When will I receive it?
We aim to have 'SS17' bags packed and posted within 4 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. If you need your bag by a specific date, please let us know - we will try our hardest to accommodate your request where possible.
BESPOKE OR SS17?
I like a bag in the ‘SS17’ section, but would like it with a different lining colour?
Our ‘SS17’ 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 SS17 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 'SS17' 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 email@example.com
How can I get in touch?
Feel free to drop us an email to firstname.lastname@example.org, 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 email@example.com.
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 firstname.lastname@example.org
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.
New to Baia is our everyday jewellery collection. Below are some FAQs, but feel free to drop us an email to email@example.com if you have further questions.
Our jewellery are is ready to ship, so we aim to dispatch your order within two working days, though it can be longer during busy times. You will receive an email to let you know when your order has been dispatched.
Standard UK shipping is £3.00. International shipping is flat rate of £20.
All jewellery is sent with Royal Mail either First Class Signed For or Next Day Delivery depending on value
All our jewellery comes packaged in luxury boxes with padded inserts. If you purchase more than one piece they will be packaged together in the same box.
Out of stock
If any of our pieces are out of stock, we will do our best to have them back in stock within a week. Keep checking back, or feel free to send an email to firstname.lastname@example.org if you have a query about a specific item.
As with our bags, you can cancel your order within 24 hours, by sending as email with your name and order number to email@example.com.
Jewellery is refundable with 28 days of purchase in an unworn and resalable condition and in the original box. Unfortunately earrings are not returnable due to hygiene reasons.
If there is any problem with your order, or an item is faulty please contact us by email as soon as possible.
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.