If you’d like to return or exchange an item, please complete the form below so we can review and activate your return.

🔔 Important: Please do not send any items back before your request has been approved. Once your return is accepted, we’ll email you with instructions and (for UK orders) a prepaid returns label.

Please make sure:

• Your item is unused and in resellable condition
  

• You still have your order number and proof of purchase
  
  

You are within the eligible returns period (standard 30 days or extended Christmas window)

Standard Returns (UK)

We hope you are completely satisfied with your purchase, however if you wish to return an item, we offer a 30-day returns window on all full-price UK orders.

To initiate a return, please email cs@primehideleather.co.uk with your order number and reason for return.
We can provide a Royal Mail Tracked return label at a cost of £4.95, which will be deducted from your refund.

Alternatively, you may return your item using your own courier. Please note that we cannot reimburse return postage costs, and proof of posting must be obtained.

Exclusions:

• Personalised items
  

• Sale and outlet items
  

• Items not in their original unused condition or with damaged packaging

International Returns

For returns from outside the UK, please contact cs@primehideleather.co.uk within 30 days of receiving your order.

International return shipping costs are the responsibility of the customer unless the item is faulty.

 

Custom & Personalised Orders

Once an item has been personalised, it is non-refundable due to its bespoke nature.
 If you believe an error has been made on our part, please contact us — we will investigate thoroughly and resolve any mistakes made on our end.

Damaged Goods / Incorrect Items

If your item arrives damaged, faulty, or not as expected, please notify us immediately at cs@primehideleather.co.uk.

For items that are incorrect or significantly differ from what you expected, we offer a 14-day free return within the UK. Please contact us within this timeframe so we can provide the appropriate return instructions.

If your product develops a manufacturing fault within 12 months, we will offer a repair where possible or a replacement at our discretion. Repairs will always be our first approach. General wear and tear is not covered.

Return Guidelines

• Returns are only accepted for orders placed through www.primehideleather.co.uk.
  

• Items must be securely packaged; we are not responsible for lost or damaged parcels.
  

Items showing signs of use, wear or damage (beyond reasonable inspection) may result in deductions or refusal of refund.

 

Can I return my order?

Yes — if you’re not completely satisfied with your purchase, please let us know within 14 days of receiving your order. Once notified, you will have 30 days to return the item to us.

All items must be sent back in original, unused condition with undamaged packaging.

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

*Firelog Ltd reserves the right to amend this policy without notice in line with updated guidance from relevant UK authorities.