FREQUENTLY ASKED QUESTIONS

Why are you pre-orders only?

We want to reduce waste and produce our product as sustainably as possible. By selling our bags in pre-order batches, it means we only make what is ordered. It also gives our artisans an amazing feeling knowing that someone out there will love the product, while they are making the bags.

Why do you only offer limited number of bags per batch?

What happens if I miss the current batch?

We work with a small crochet factory to hand-make our bags. This means that we are only able to produce small batches of orders in a short period of time. So please make sure that you order yours while it's still available! But if you do miss it, a waitlist link will become available and we will let you know as soon as the next production date is available.

 

How long do I have to wait to get my bag?

When you are purchasing the bag, the date of the next batch is shown to you under the product description. We will update you with the progress of production via email once you make the order. A more precise date for the shipping will be provided to you once the production starts.

 

What do you mean that your leathers are all different? 

And how do I choose the one I want?

We source end of line leather. This means that we usually only get 1 or 2 hides in that particular colour/style. It also means that the leather accessories on your bag are likely one of a kind! While we do our best to match the colour and style as shown on the picture, sometimes they can still look different due to the natural uniqueness of each piece. If we have stocks that look different from the pictures on our website, we will send you an email and let you choose what you want!

Can I cancel my order?

Of course you can! It is free to cancel your order as long as it is not yet shipped. We will offer that bag to the next customer in line on the waitlist. If it has been shipped, you will have 14 days to tell us if you still want to return it. Please note that we may not be able to refund the return shipping, or any additional tax/duties (if applicable) associated with your initial order. Please read our full return and refund policy here.

 

Where is my order?

We will update you at every key stage of the production via email. But if you have a particular question regarding your order, please contact us via info@moyalondon.com with your order reference number. This order reference number will be in your order confirmation email we sent to you after purchase. 

 

Can I return my order? 

Yes of course! You will have 14 days to return your order. Please make sure that they are in a resale-able condition, with all the hang tags, dust bag and original packaging. Kindly note that we may not be able to refund the return shipping, or any additional tax/duties (if applicable) associated with your initial order. You can read our full return and refund policy here.

 

Can I Scotchgard my bag? 

Yes you can Scotchgard your bag. Just make sure you protect all leather pieces before your spray and make sure to follow all safety instructions by Scotchgard. Please note that MOYA London cannot be responsible for damages or any problems caused by or related to applying Scotchgard.