FAQ (Frequently Asked Questions)

Do you sell overseas? 
Yes, just find the Change currency menu on any page.  Look for this button at the top or bottom of any page:

What are your shipping charges?

UK: Free postage for any item to a UK address.

US & Canada: Free shipping for any order over US$130 (UK£100) to USA or Canada.  For orders under US$130, shipping is approx US$12.50.

Rest of World:  Up to UK£20 depending on order value.

Do the prices include sales taxes?

UK: There is no VAT to pay.

EU: No, sales taxes are not included in the prices. There may be sales tax and customs administration charges to pay when the item enters your country. This will be around 20% of the total order amount, but the exact amount depends on each country's rules, so we cannot provide any more detail.  Sorry about Brexit, but we didn't vote for it. We love Europe!

US and Rest of World: Sales taxes are not included, but we have not had any reports of sales tax being charged.  Please let us know if this happens to you.

How can I pay?
You can use Paypal or a credit or debit card - Visa, Mastercard or American Express. You can also call us on 07973 154888 and use your credit or debit card over the phone.  We can also take direct bank transfers (BACS),even internationally.   Get in touch and we can email you an invoice with the details.

Can I pay using Bancontact, EPS, Giropay or iDEAL? How about Google or Apple Pay?

Yes, you shoud be able to use all of these.  Alternatively you can make an international BACS.  Ask us for an invoice with the details.

Is this web site safe to order from?

Credit card payments are handled by Stripe, the worldwide leader in online payment systems. Stripe works in close partnership with all major card providers and together they invest heavily in integrated security systems for online shopping.  You can also use your Paypal account if you have one.  Pinegrove Leather will have absolutely no access to any customers' credit card information or Paypal account details. 

How fast can you dispatch?
We keep stock of most of our items and usually dispatch next day, Monday to Friday.  If an item needs to be made, we will let you know if that will be more than 3 working days. 

How long does shipping take?

UK orders are sent Royal Mail first class which takes 1-3 working days.  Non-UK (international) orders ship with Royal Mail Airmail by default which takes 10-15 days to most countries.  We use DPD to ship to EU countries which also takes 10-15 days.  We do not use budget carriers.

Is there an express shipping option?

Yes, UK customers can choose Royal Mail Special Delivery in the Checkout.  Non-UK (international) customers can choose DPD or Fedex Express 4-day delivery.

What packaging do Pinegrove items come in?
Our items are delivered to you in a reusable cotton drawstring bag which can be used as gift packaging. This is then packed in a eco-friendly box or padded bag. (Some larger items are packed in recyclable plastic.)   You will also receive a guarantee card, key ring tag and a sticker. Many items also come with another useful free gift.

Can I send something back?
Yes! We understand there are many reasons why you might want to return an item. A full refund will be given. We only ask that you return it within 30 days of receiving it, unused and undamaged. You can even keep the free gift!

Do you take on contract work?
Pinegrove offers a specialist design and low-volume production service. Please contact us for more details.

What is your privacy policy?
We do not store credit card details, nor do we share customer details with any 3rd parties. If you wish us to remove your details from our database we will do so immediately.  More details can be found on our Privacy Policy page.

Where does your leather come from?
Most of our leather is cow hide from Tuscany (Italy) or Germany. Occasionally we use pigskin suede for linings. This leather is a by-product of beef and pig farming and comes from sustainable sources. No leather from wild animals or endangered species is used. 

How do I care for my Pinegrove item?
A Pinegrove case takes very little looking after. Well-tanned leather is tough and can last hundreds of years, but there are a few things that can damage it. Try to avoid prolonged contact with extremes of temperature and humidity, as this can cause the leather to go stiff or mouldy. If it gets wet through, wipe over with a soft towel and allow to dry very slowly.
 

How do I ask another question?

Got to the Get in Touch page, or email us at info@pinegroveleather.com