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FREQUENTLY ASKED QUESTIONS

ORDERING ONLINE

How do I place an order?

Placing an order is easy. Simply follow these steps:

  • Browsing through our product range
  • Click on the image to see more information on that products sizing, colour options and availability.
  • Add an item to your shopping basket by clicking the ‘Add to shopping basket’ button, either on the product grid or on the individual product page
  • Please be advised that placing an item in your basket does not secure it for you and it can still be purchased by another customer. We therefore suggest that you complete your order as soon as possible
  • Complete your order by selecting "Checkout" and then follow the steps

 

Do I need to set up an account to place an order?

You do not need to set up an account to shop with us, however if you register with us you’ll be able to enjoy the following benefits:

  • Set up alerts to be the first to know when particular items come back into stock
  • track your order and review past purchases
  • easily request a return directly from your account
  • be notified in advance for sales and other events
  • receive the monthly Village Notices - things to explore, experience, taste and try around the country 

 

Do all your bags come with dust bags?

All our leather bags come with our signature protective dust bags.  Unfortunately we do not provide dust bags with our fabric bags or accessories.

 

I have lost my dust bag.  Can I purchase another?

Unfortunately we do not manufacture dust bags separately, so they can only be provided with your purchase.

 

Can I place my order by phone?

While our Customer Services Team would be delighted to help in any way they can, they are unable to process your order over the phone.  All orders must be processed by our online store.

 

I've just confirmed my order; can I add amend it?

Unfortunately, we are unable to make any changes to your order once you click on “Checkout”. You will need to complete a separate order to purchase the additional items.

 

Can I cancel my order?

Under the Distance Selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us. Please see the Order Cancellation section in our Terms and Conditions

 

How long will it take to process my order?

We aim to process all orders within 24 hours, however at exceptionally busy times of year there might be a slight delay.  If you are ordering from overseas we cannot be held responsible for delays caused by customs. 

 

What is the exchange rate for overseas customers?

We charge you for your order in Pounds Sterling. Your card provider will apply the exchange rate when your card is charged.

 

Will I be charged VAT?

All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery. For deliveries to the EU, this price includes VAT (or VAT equivalent) at the current rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.

 

Will I be charged for local sales taxes and import duties on my purchase?

We ship to all countries outside of the EU on a DDU basis (Delivery Duty Unpaid). This means the recipient will be liable for any local sales taxes or import duties that may be charged on the purchase.  Occasionally goods may be subject to delays, due to customs or weather. The customer is also responsible for providing any information required by customs to ensure the goods are cleared. Please send an email to Hello@VillageEngland.com if you have any questions relating to shipping to your country. Village England cannot be held responsible should local customs authorities wish to confiscate any items or charge any import duty. The recipient is responsible for paying the duty.

DELIVERY

What delivery options are there?

  • 2 delivery services: Standard and International
  • Standard Delivery, 1-2 working days, is free for all full price orders to the UK.
  • International Delivery 2-8 working days, from £11.99.
  • For further details please see the Delivery section in our Terms and Conditions

 

Where do you deliver to?

We deliver to just about anywhere, however we unfortunately are unable to deliver to P.O. Boxes and British Forces Post Offices.

For further details please see the Delivery section in our Terms and Conditions

 

How will I know when my order is complete?

Once your order has been confirmed you will receive an email from Village England and your order goes into a queue to be processed for picking and packing. If you have an account, you will be able to view the status of your order at each stage of the process. Your order will go through two statuses before it arrives, these are: Processing the order has been confirmed and are being picked and packed for dispatch. Complete your goods are packed and on their way.

 

Is my package insured and do I have to sign for my parcel?

We insure all deliveries against theft and accidental damage whilst in transit from Village England to your shipping address.  Once your package has been delivered and signed for it is no longer covered.  To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature. For deliveries to the UK, you will receive a text message or email notifying you of a one-hour window when the goods will be delivered.

 

How can I track my order?

Tracking is only available for UK orders. Unfortunately we cannot currently offer tracking for International orders, however please allow up to 5 working days for delivery.

If you have not received your tracking number, please contact Customer Services.

RETURNS (UK & INTERNATIONAL CUSTOMERS)

What is your Returns policy?

How do I return my items?

Please change Para2 to this:

To request an RMA, simply email us at Hello@VillageEngland.com and confirm your order number and which items you would like to return. If an item is faulty, please give us some details as to the issue.  All refunds will be made to the original payment method used.  You will then receive an email containing your RMA.

 

How do I return my item?

Returning goods to Village England is easy, you simply need to request a Return Merchandise Authorisation (RMA) number and return the goods within 28 days.

To request an RMA, Log In to your account, and under My Orders select the order number containing the item(s) you wish to return.  Click on the CREATE A RETURN button and choose why you would like to return the goods.  If an item is faulty, please give us some details as to the issue.  To request a refund, select how you would like to be credited.  This needs to match the original payment method used.  Finally, check the box to agree with our Returns Policy.  You will then receive an email containing your RMA.

Once you have received your RMA, simply complete the Returns pro forma invoice provided that you received with your order, and include it with your return so that we can process your refund promptly.

Please package the goods securely and return them to us within 28 days of the goods being delivered to you.  All returns must be unused, in perfect condition and in their original packaging.  Please note that you are responsible for the costs of returning the goods to us unless we delivered to you in error, or if the items are damaged or defective – in which case please contact Hello@VillageEngland.com.  If we do not receive the goods back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.  We recommend you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse.  We also recommend you use a secure, trackable means to return your order to us at Village England, 46 Beaconsfield Rd, Twickenham, TW1 3HU and that you retain proof of sending, in case of dispute.

 

I have lost the original returns paperwork, what do I do?

Don’t worry!  Simply make sure you include the following information:

  • Order number
  • Your name and address, including postcode
  • Contact telephone number
  • Email address
  • RMA

 

I returned my purchase to you I haven’t received my refund yet, how long should I be expected to wait?

Please allow up to 15 working days for your refund to be processed upon receipt of your returned item(s) as per our Terms and Conditions. Should your parcel not arrive back to us within this timescale, a full investigation with the courier you chose to return the item will need to be conducted before we proceed with your chosen return request.  Please note the goods are your responsibility until we receive them in our warehouse, and we cannot be held responsible for items lost in transit.

DAMAGED / FAULTY GOODS

My goods are faulty/damaged, what do I do?

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Faulty products will be assessed and if appropriate we will either refund you the value of the product and the original delivery charge, or action a replacement for which you will not be charged the additional postage.

If your goods are damaged or faulty when you receive them, please contact our Customer Services team at Hello@VillageEngland.com or +44 (0) 203 330 0017  who will advise you how to return the product to us.

If you request a refund or replacement due to faulty goods, we will assess the faulty products. If appropriate we will either refund you the value of the product or action a replacement for which you will not be charged additional postage.

If you request a refund we will contact you by email to let you know that the refund has been processed. This typically takes 15 working days. Please allow additional time if you are returning goods from overseas.

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