Frequently Asked Questions

How can I place an order?

You can place an order directly on our website. Simply browse our collection, select the item you like, add it to your cart, and proceed to checkout. If you have any issues, our customer service team is here to help.

Do you ship internationally?

No, we only currently ship to the U.K.

How long will it take to receive my order?

Orders are typically delivered within 3-5 business days. Delivery times vary based on your location and the shipping method chosen at checkout. You will receive a tracking number once your order has shipped.

Can I send my purchase as a gift?

We will never include anything in the order that states the price of the product. 

We also offer a service where we can write a personalised note/card for you for free: Just send us your order number and the note you wish to include to info@henriettaspencer.co.uk 

How does our personalisation work?

Our bags and bag charms can be monogrammed with up to 3 letters via a process called hot foiling. The letters are hand-stamped onto our vegan leather accessories using gold foil! Our tassels can be blind pressed with up to 1 letter.

As every single product is monogrammed by hand, with the utmost of care, due to the nature of the hot stamp foiling being done by hand we cannot guarantee the same outlook every time, therefore every piece may differ slightly. Due to the texture of our bags and charms there may be natural variations in the foil coverage on each bag.

My foil monogram has faded? 

The hot foil monogramming inevitably will fade over a period of time with general wear and tear. Tips to keep your personalised product looking great for as long as possible: Keep your foiling away from strong perfumes, beauty cosmetics and any other harsh chemicals. Clean only with the use of water and press gently (excessive rubbing will cause the foil to fade or flake).

What materials are used to make your straw basket bags?

Our straw basket bags are handcrafted from high-quality natural materials, primarily straw, rattan, and other sustainable fibres. We also use eco-friendly materials and finishes to ensure that our bags are as environmentally friendly as possible.

Are your straw basket bags handmade?

Yes, all of our straw basket bags are handmade by skilled artisans. Each bag is a unique piece of art, crafted with attention to detail using traditional techniques.

Why is my basket bag slightly smaller/bigger than the one I purchased before?

All of our bags are handmade, so each straw bag is slightly different in shape and size. 

Why does my straw bag have a lip/step at the top/bottom of the bag?

All of our bags feature a slight step on the top rim and base, where the weave is joined by hand. It is impossible for us to get this straight, without using machines. All traditional straw bags posses this feature, which is why each handmade bag is so unique. 

Are our tote basket bags fully lined? 

All of our tote bags have a piece of strong fabric cut individually to size and then sewn into the rim of the bag, allowing a zipper to attached. The inside of our tote bags are not fully lined.

How do I care for my straw basket bag?

To keep your straw basket bag looking its best:

• Avoid prolonged exposure to direct sunlight to prevent fading.
• Keep it dry and avoid contact with water.
• Clean it gently with a soft brush or cloth to remove dirt and dust.
• Store it in a cool, dry place when not in use.

Read our full guide to caring for your straw bag here: Caring for your Basket Bag

Can I use my straw basket bag in the rain?

We recommend avoiding exposure to water as it can damage the natural fibres and shape of the bag. If your bag does get wet, blot it gently with a dry cloth and allow it to air dry completely.

 

Returns and Exchanges

Personalised items cannot be returned. This includes bag styles that have personalised tags or keyrings.

What is your return policy?

We offer a 15-day return policy. If you are not completely satisfied with your purchase, you can return the item within 15 days of receipt for a full refund. Items must be unused and in their original condition. Please refer to our Returns Policy page for more details 

How do I initiate a return or exchange?

To initiate a return or exchange, please contact our customer service team with your order number and reason for return. They will provide you with instructions on how to proceed.

Contact Us

How can I contact customer service?

You can reach our customer services team member Louise by emailing info@henriettaspencer.co.uk