Frequently Asked Questions
We hope that you will find the answers to most commonly asked questions here, but please feel free to contact us via email (firstname.lastname@example.org) or telephone (+44 (0)20 7729 6699) if you have any further queries.
Q: When is your showroom open and can I buy from you when I visit?
A: We are open 5 days a week by appointment. Our showroom hours are Monday to Friday 10.30 - 18.00. The address is 102 Lower Clapton Road, London, E5 0QR. You are welcome to order from us while you are here - we accept cards (excluding AMEX) and cash.
Please be aware that when you visit you will be able to try our showroom samples in a variety of colours, however we no longer hold stock here and so your order will be dispatched from our warehouse to your chosen delivery address for delivery within 1/2 days.
Q: I have placed an order online but haven’t received a confirmation email. Have you received my order?
A: It is possible that the confirmation email has gone into your junk email folder - this is especially true with Hotmail! Please check here first before getting in touch.
Q: Where do I send returns/exchanges?
A: Please see our separate Delivery and Returns section for full details.
Q: How long do I have to return/exchange my item?
A: You have 30 days to return and 60 days to exchange.
Q: Can I return or exchange my monogrammed item?
A: Personalised items cannot be resold and so unfortunately cannot be returned or exchanged.
Q: Can you replace the lining in my Mimi bag?
A: Yes, depending on the style. A different lining can give your bag a new lease of life. Please email email@example.com with the style name or a picture of the bag and we can tell you whether it is possible to re-line that particular style, and give you a quote. Typically, re-linings cost £40 + VAT and postage. We are sorry but we cannot reline purses, including frame purses.
Q: Can you custom make a bag for me?
A: We can sometimes make bags using existing patterns in alternative colours (depending on what leather we have in stock). For example we could potentially make a Beau bag in dark brown, instead of the camel and black options offered on the website. We welcome enquiries so please do call or email us to see if what you have in mind is possible.
Q: Where are the bags made?
A: All of our bags, wallets and purses are made in England. We remain committed to supporting the UK leather industry and its skilled craftsmen, many of whom are located in East London.
Q: Are the bags and purses handmade?
A: Yes, specialist leather craftsmen make all our products in small workshops and factories.
Q: Where does the leather come from?
A: Mainly Italy, but we do also get some tanned in the UK and Belgium.
Q: Can I order your handbags in any colour?
A: Within reason, yes! Just call or email us and we will be able to tell you whether a particular colour is available for one of our existing styles.
Q: How do I take care of my leather bag or purse?
A: Conditioning your bag 3-4 times a year with a natural leather wax conditioner will keep your bag soft, supple, and prevent it from drying out. We use and sell a product called Chelsea Leather Food, which is particularly good. Please be aware that adding a wax-based product of any kind to your bag will darken the colour slightly each time, and may not be suitable for use on your bag, depending on the finish applied at the tannery. Please email (with a picture of your bag if possible) if you are not sure.
Q: How do I take care of the oilskin fabric that my bag is made from?
A: British Millerain make the oilskin fabric we use for our designs. Please have a look at their care advice page for more information on cleaning and re-proofing your bag: http://www.britishmillerain.com/guide-product-care.
Q: Why is my bag/purse slightly different in colour and texture to my friend’s?
A: Like most items handmade using natural leather, each Mimi piece will be slightly different. The traditionally produced full-grain leather we use contains natural (and beautiful!) variations in texture, colour and thickness. Just think of your bag as unique…because it is!
Q: My pen has leaked all over my bag. What can I do?
A: Unfortunately, it is extremely difficult to remove ink stains from leather. If a stain is on the outside, you can sometimes make it lighter by using saddle soap, leather cleaner or baby wipes. However, success is not guaranteed and is even less likely for interior stains. If in doubt, do email us a photo of the stain and we will advise as to the best course of action.
Q: My bag has picked up dye from my denim. How can I remove it?
A: Our bags are made from natural leather, often with no surface coating, and strong dyes from other pieces of clothing can sometimes transfer if in direct contact. Therefore it is best to ensure that all new denim clothing is thoroughly washed and colourfast before being worn with your new bag. If stains do occur, please contact us and we will recommend the best remedy.
Q: Why has my bag/purse changed colour?
A: All our naturally dyed and tanned leather will change colour and darken with use. This is a natural part of the ageing and wearing-in process and will make your Mimi piece special. You can see examples of new bags and their elegantly aged counterparts on our Growing Old Gracefully page.
Q: My lovely new bag has got rain spot marks on it. What can I do?
A: In this case it is best to be patient. With use, your new bag will develop a patina. Water marks will fade as the leather builds up its own resistance. As much of our leather is dyed and tanned naturally, it contains no artificial or plastic coating. The surface of this leather ages naturally, and in the interim the first water drops will show up.