CUSTOMER CARE
Have any questions or concerns ? We’re always ready to help! Send us a message below:
FAQ
Is it really lifelong repairs on my stitching?
Yes! All Morgan + Wells items are hand-stitched using beeswaxed thread, each hole is hand punched and each stitch is sewn by hand using the traditional leatherworkers saddle stitch. If one stitch gets unpicked your product will not unravel unlike machine sewn leather goods. It will stay sewn together for a good few weeks, months, years. This will give you enough time to send it back to us for your free lifelong stitching repair. Saddle stitch is the perfect stitch for longevity and durability. inevitable lend itself to some characteristic wonky stitches To demonstrate our commitment to quality and confidence in our products, all have a lifelong guarantee on their stitching (as long as the company is trading). Just send us your proof of purchase and we'll spruce up your luxury item.
How do I return an item?
Due to the bespoke nature of the materials we work with, each product has its own unique character. The finest leather will have signs of animals having a good scratch, playing around and the occasional insect pock mark. Full grain leather embraces these characteristics, these are not faults or signs of cheap leather, in fact it's the opposite.
Expect the leather to change with use as it takes on your natural oils or melts into the shape of your back pocket... this is why we love working with this material so much.
Each item is thoroughly inspected before its journey to you, however if it arrives and your product has a defect or makers fault then we are more than happy to do an exchange if we have remaining stock (or a refund if we don't).
If you'd like to contact us regarding a return or exchange your item must be unused and in its original packaging. Please contact us within 14 days of receipt of your item and we will contact you to discuss returning your item to us.
Morgan + Wells will pay return postage for defective times but not for exchanges. We cannot be held responsible for any items lost or damaged in the postage process. Personalised, commissioned or certain other items such as dog collars and earrings cannot be returned for obvious hygiene reasons.
If you wish to discuss returning an item please Contact Us via the online form.
How do I track my order?
If you require your item to be tracked please inform us before you order. We will then inform you of your order tracking number once your order has been dispatched. Please allow for your tracking number to update within reasonable time and do contact us if you'd like any assistance,
What are your delivery options?
We use Royal Mail and post all of our products out on a First Class service (where stocks enable us to). If we're busy stitching your delivery it may take a little longer and we will contact you as soon as possible to let you know your estimated delivery time.
Please note that International postage may take up to 3-4 weeks for arrival (especially at Christmas time). Canadian post is currently running at 6 weeks delivery. Royal currently have UK wide strikes running so please check their website for details.
Do you provide International delivery?
Yes! We provide international delivery but we are not responsible for any custom fees, import or excise duty associated with product imports, the purchaser is responsible for paying these charges.
Late Payments
We do expect payment of invoices within 14 days of issue, so please process within that time. There will be statutory interest (8% plus the Bank of England base rate) charged per month on late invoices.
Christmas 2023 Orders
Please place your order before the 17th December 2023 to ensure we can deliver your Christmas gifts in time.
The General Data Privacy Regulation
In line with the The General Data Privacy Regulation (GDPR) and for transparency purposes; Morgan + Wells will only store data sent to them by customers or persons who have applied to competitions for postage and future marketing purposes respectively. It will not be passed onto to any other parties or used for any other purposes. You have the 'right to be forgotten' by simply emailing us here.
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