Frequently Asked Questions

We work with a small number of suppliers and artisans in Italy where we source all our skins from the finest tanneries as well as our linings and hardware. All our suppliers are family-owned businesses who share our passion for maintaining the skills and craftsmanship long associated with our industry.

Our Concierge team will be able to answer any queries you may have, simply contact us.

Yes, if you would like advice on any of our products, we are delighted to offer a personal shopping service to enable you to explore our collections more fully.  This service is tailored to your requirements and can be via telephone, WhatsApp, Skype, Zoom or any major platform. We can also offer in-person appointments in London and other major locations on request.  Please contact us by email or WhatsApp to discuss your requirements.

We accept all major debit and credit cards including Visa, Mastercard and American Express. For made-to-order items, payment will generally be made by secure payment link but we can also accept bank transfers. We do not accept payment in cash.

All payments via our website and payments made for made-to-order goods are made through the Trust Payments secure platform which provides the highest level of security and ensures that customer card details are not stored.

If you’re based in the UK VAT (currently 20%) is included in the price you’ll see displayed on our website. If you’re outside of the UK the price you’ll see displayed on our website excludes UK VAT. Worldwide delivery is free and currently includes duty paid for US, Canada & Europe.

We offer free worldwide delivery on all orders.  In the UK we use DPD and your order will arrive within two business days.  For orders outside of the UK, our shipping partner is DHL who we selected for their reliable service and extensive global reach.  Your order will be with you within three business days and currently includes duty paid for US, Canada & Europe.

We are unable to ship to a very limited number of locations including Russia.  If you are unsure if we ship to your area, please email us at concierge@gladstnlondon.com to check.

Orders are usually dispatched on the same or following working day after your order is placed.  If you change your mind and want to make any changes before your order is dispatched, email us at concierge@gladstnlondon.com

Once dispatched, you will receive tracking details from us to enable you to track your order’s progress. For UK deliveries this is DPD and for deliveries outside of the UK this is DHL, both of whom offer comprehensive tracking services.

We very much hope you never want or need to say goodbye to your purchase from Gladstn London. For items purchased from our Everyday Friends collection you can request a free return or exchange within 14 days of your purchase arriving. To return or exchnage any purchase simply email us at concierge@gladstnlondon.com

Items which have been made-to-order or customised for individual customer requirements are not subject to this policy and can only be returned in the event of a manufacturing fault.

We take enormous pride in the quality and craftsmanship of our bags. If you believe an item is faulty, please let us know as soon as possible at concierge@gladstnlondon.com so that we can assess quickly and decide if either a repair or replacement is necessary.

Yes, you can create an account to enable you to keep track of your wish list, orders and to securely store personal details such as name, contact details and delivery addresses.

Yes, you can create a wish list within ‘my account’ to compare and track any items you have your eye on.  If you’d like to create a gift list either for yourself, a loved one or for an event, our Concierge team can help with this, to contact them simply email concierge@gladstnlondon.com with an outline of your requirements and they will be in contact shortly.

For editorial and press enquiries, please contact press@gladstnlondon.com