Frequently Asked Questions (FAQ)

1. How long have you been in business?

Bilberry Bags was founded in 2024, but our journey began over 50 years ago. Initially, we created embroidered home accessories under the name Fizzer’s Handmade. In 2021, we transitioned to designing bags and purses, and in 2024, we rebranded as Bilberry Bags and launched our online store.

2. What types of products do you offer?

We offer a variety of handmade products, including:

• Handbags, wallets, and purses
• Home accessories such as coasters and placemats
• Paracord accessories like bracelets, keyrings, and pendants
• Coming soon: Pet collars and leads

3. Are your products customizable or made-to-order?

Yes! Most of our products are customizable. You can select customization options directly via the product page.

4. What materials do you typically use in your products?

We use high-quality materials to create our products, including:

• Premium metal hardware
• Ethically sourced Italian leather – We are committed to using High quality, sustainable materials, which is why the leather we use, is from a company, which sources genuine Italian leather, from luxury brands surplus stock and past collections.
• Premium faux leather
• Water-resistant 100% cotton canvas, polyester canvas, or nylon canvas
• 100% cotton or waterproof polyester canvas linings
• Wool blend felt, or 100% wool felt for home accessories
• Premium European nylon cord for paracord accessories

5. How do you ensure the quality and durability of your items?

All our products are handmade and carefully tested to ensure they meet our high-quality standards. We conduct thorough checks before dispatch to ensure that each item is flawless.

6. What payment methods do you accept?

We currently accept payments via PayPal.

7. Do you offer any payment plans or financing options?

At this time, we do not offer payment plans or financing options.

8. Do you provide gift wrapping or special packaging?

Gift wrapping will be available soon at an additional cost. Stay tuned for updates!

9. What shipping methods do you use?

We ship all orders via Royal Mail tracked service.

10. Do you ship internationally?

Currently, we only ship within the UK. Unfortunately, due to new EU export regulations, we are unable to ship to EU countries at this time.

11. How long does it take to process and ship an order?

Orders are made to order, and work will commence within 48 hours of receiving an order. The manufacturing process can take up to 7 days, depending on the complexity of the design. If you need an order urgently, please contact us, and we can discuss whether we can rush the order.

12. Do you offer expedited shipping?

We currently offer standard shipping via Royal Mail, but if you require expedited shipping, please contact us directly, and we will do our best to accommodate your needs.

13. Are there any shipping fees or free shipping thresholds?

We offer free standard shipping for orders over £100. Standard shipping fees apply for orders under £100.

14. What is your return policy?

We accept returns or exchanges only for damaged or faulty items. Please contact us to discuss and arrange the return of the item.

15. How do customers initiate a return or exchange?

To initiate a return or exchange, please contact us via our contact form or email at contact@bilberrybags.com.

16. Are there any products that are non-returnable?

We do not accept returns or exchanges for items that are not damaged or faulty.

17. Do you provide care instructions for your bags and accessories?

Yes, care instructions will be provided for each bag sold. For leather and faux leather items, we recommend wiping them with a damp cloth, avoiding harsh detergents, and storing them in the supplied cotton muslin bag to protect them.

18. How should customers maintain the items to ensure longevity?

• Clean leather and faux leather items with a damp cloth.
• Avoid harsh detergents and extended exposure to direct sunlight, as it can dry out leather and fade fabrics.
• Store leather items in the supplied cotton muslin bag and keep them away from sharp objects.
• Keep bags away from direct heat sources.

19. How can customers contact you for support or inquiries?

Customers can reach us via our contact form or by emailing contact@bilberrybags.com. We aim to respond within 48 hours.

20. What is your typical response time for customer inquiries?

We typically respond to customer inquiries within 48 hours.

21. Do you run any seasonal sales or promotions?

We may run seasonal promotions from time to time. Be sure to check our website and subscribe to our newsletter for updates!

22. Do you have a loyalty or referral program?

We do not currently have a loyalty or referral program, but we may consider this in the future.

23. Do you use sustainable or eco-friendly materials in your products?

Yes, we are committed to sustainability. We use leather rescued from luxury brands and certified tanneries to prevent it from reaching landfills. Many of our fabrics contain recycled plastics, and we try to use recycled packaging whenever possible.

24. Are your handmade bags and accessories created using ethical labor practices?

Yes, all our products are handmade with care, using ethical labor practices. We prioritize quality and integrity in our craftsmanship.

25. Is there anything else you want to include in the FAQ?

Bilberry Bags was created to bring you beautiful, high-quality handmade accessories with a focus on sustainability, style, and care. We are always working on new designs and products, and we hope you enjoy what we create as much as we enjoy making them for you.