FAQ's

Orders & Payments

You can shop in all major global and local payment options, including MasterCard, Visa, Maestro, American Express and PayPal. 

At present, for security reasons, we do not accept orders via phone call.

Our website offers secure payment, so all orders will need to be completed through this channel.

Yes, Jekyll & Hide products can be found in over 150 stores worldwide. These stores can be found via the below link:

https://www.jekyllandhide.com.au/pages/stockists  

At present, we do not deliver to PO Box addresses.

You can read more below.

https://www.jekyllandhide.com.au/pages/delivery-info  

For more info please contact us directly.

https://www.jekyllandhide.com.au/pages/contact  

Jekyll & Hide will cover the cost of import duties for most countries, however for other countries duties may be applicable.

Please contact us if you are unsure.

https://www.jekyllandhide.com.au/pages/contact-us 

As long as your order has not yet shipped, we can cancel and refund you in full.

Please contact us at info@jekyllandhide.com.au 

Product Info

Jekyll & Hide offers a 2 - year guarantee on all products, this covers any material and/or manufacturing defects.

Please note, this warranty does not cover the natural ageing of materials or normal wear and tear.

Please ensure you register your purchase below:

https://www.jekyllandhide.com.au/pages/register-your-jekyll-hide-product-guarantee 

RFID protection can be found in all of our products, you can read more here:

https://www.jekyllandhide.com.au/pages/whatisrfid 

Jekyll & Hide’s leather is a hand-picked, tough and resistant full-grain cow leather, which is beautiful, long-lasting and tanned using a traditional and natural vegetable tanning process.

Full-grain is the strongest and most durable type of leather and is designed to resist moisture and look more beautiful over time. We are committed to the principles and practices that require respect for animals and the environment that allow for the production of our leather products. Hence, no harmful chemicals are used during the tanning process.

All the leather we use is a by-product of the food industry.

None of our items are mass produced and they are meticulously hand-crafted with each component undergoing vigorous testing so you can rest easy when you invest in a piece of Jekyll & Hide.

At present, all of our leather originates from South Africa.

You can read more below:

https://www.jekyllandhide.com.au/blogs/our-blog/leather-matters-why-our-leather-stands-out 

Yes, Jekyll & Hide bags are naturally water resistant due to the leather we use, but like our skin, pollution, hot weather and rain will all try to strip leather of its natural oils.

We recommend using our Leather Care Kit every 3 months to ensure our leather keeps its natural water resistance.

Most Vegan leather items are made of PVC (this is a form of plastic) but there have been developments with leather-like materials being made from a range of sources like coconuts, mushrooms, pineapples and even coffee.

These products are often very easy to biodegrade but do not have the same shelf life or durability as that of traditional leather.

When buying Vegan leather articles - check with the manufacturer what the item is made from, as plastic articles can take over 450 years to biodegrade, whereas natural leather takes between 40-50 years to biodegrade.

You can read more here.

https://www.jekyllandhide.com.au/pages/sustainability-statement 

As our leather is naturally tanned, Jekyll & Hide bags will not get damaged by water spillages.

Should your product get wet, allow it to dry slowly and naturally in an airy location (never with a heater)

But like our skin, pollution, hot weather and rain will all try to strip leather of its natural oils, so we recommend using our Leather Care Kit every 3 months to ensure our leather keeps its natural water resistance

Repair and care

If you feel your Jekyll and Hide item has developed a fault, please email us at info@jekyllandhide.com.au 

All Jekyll and Hide items are sold with a 2- year warranty cover against possible defects in materials and craftsmanship. The item is only covered under the warranty with a valid proof of original ownership and product info, indicating the date and location of purchase.

Once we receive your item, we will inspect it and if we are satisfied that it is defective in materials or workmanship, we will repair the items at our expense and return it to you free of charge.

This is, of course, subject to the item being within our 2- year guarantee.

The return of the repair will be the customer’s responsibility until it reaches us. If we are unable to repair your item, we reserve the right to replace it with the same or similar product.

If your item is not covered under our guarantee, we will notify you and send you a price to repair.

 

Jekyll & Hide offers a 2 year guarantee on all products, this covers any material and/or manufacturing defects.

Please note, this warranty does not cover the natural ageing of materials or normal wear and tear.

Please ensure you register your purchase below:

https://www.jekyllandhide.com.au/pages/register-your-jekyll-hide-product-guarantee 

Returns & Exchange

Due to the permanent nature of embossing, we are unable to accept returns and cannot issue refunds for personalised items.

You can read more about our exchange policy below:

https://www.jekyllandhide.com.au/pages/returns-and-repairs 

You can read more about our returns and refunds below:

https://www.jekyllandhide.com.au/pages/returns-and-repairs 

Should we need to send out a replacement item due to a fault or incorrect delivery, we will pay for the item to be sent to you, as well as for the return.

For your own security, we do recommend using a recorded delivery service when sending goods to us.

Please note that the returned product will not be accepted unless accompanied by a copy of your order confirmation email.

Please can you contact us with your order number and the fault.

https://www.jekyllandhide.com.au/pages/contact-us 

Should we need to send out a replacement item due to a fault, we will pay for the item to be sent to you, as well as the return of the faulty / incorrect.

For your own security, we do recommend using a recorded delivery service when sending goods to us. Please note that the returned product will not be accepted unless accompanied by a copy of your order confirmation email.

It typically takes between 5-8 working days in the UK for a refund to complete, dependent on your bank/card issuer.

You can read more below:

https://www.jekyllandhide.com.au/pages/returns-and-repairs 

Shipping & Tracking

All personalised items will take an additional 2 - 3 days to deliver on top of the delivery method you have paid for.

For any additional info please feel free to contact us. 

Our worldwide shipping rates can be found here:

https://www.jekyllandhide.com.au/pages/shipping-information 

Yes, once you place an order, you will receive an order confirmation email, and when your order leaves our warehouse you will receive a shipment notification email which will allow you to track your delivery status online.

If you have not received your tracking details - please email us at info@jekyllandhide.com.au with your order number. 

This will depend on where you are based, and on the delivery service you choose.

You can find out more here: https://www.jekyllandhide.com.au/pages/shipping-information 

We generally require someone to be in as our couriers need a signature to confirm delivery.

If you are not in, our couriers will leave a calling card confirming that they've either left it with a neighbour, left it in a safe place, or when they will attempt to re deliver.

If you have chosen our express services, you may be given additional options like:

  • Choosing a safe please to deliver to
  • Choosing a neighbour to deliver to
  • Selecting a time slot 
  • Changing your delivery day

If you have any additional questions please contact us:

https://www.jekyllandhide.com.au/pages/contact-us 

Yes, we currently offer worldwide shipping (with some exclusions)

More options and information can be found below, as well as during checkout.

https://www.jekyllandhide.com.au/pages/shipping-information 

You can find our approximate delivery times below, however a more accurate delivery time will be given to you during checkout.

https://www.jekyllandhide.co.uk/pages/shipping-information 

Yes, you can, however this will need to be done before your order has left our warehouse, so please try and do this as soon as possible after placing your order.

https://www.jekyllandhide.com.au/pages/contact-us