Refund & Return Policy

Why Returns Work Differently for Bespoke Items

Every strap made by Lombard Bespoke is created from scratch, specifically for one customer, to their exact specifications. The leather is cut, the stitching is chosen, the dimensions are set — all to your individual brief. Because of this, a completed strap cannot be resold or repurposed if returned. It was made for you, and only you.

This is standard practice across the bespoke and made-to-order industry, and it is why the order process at Lombard Bespoke is built around getting the specifications right before a single cut is made. Every detail — lug width, strap length, leather type, stitching colour, buckle choice, and end shape — is confirmed with you in writing before production begins. That step exists to protect both of us.

Before Production Begins

If you need to make any changes to your order, please contact us as soon as possible at jacques@lombardbespoke.com. Changes to your specification may be possible before production starts, at our discretion.

Cancellations

Every Lombard Bespoke strap is made by hand, from scratch, for one client. When your deposit is paid, workshop time is reserved for your order, and the leather, thread and hardware are chosen and set aside for your strap. You may cancel for any reason by notifying us in writing, and the following charges apply:

— More than 14 days before your confirmed due date: we retain 25% of the order value, and the remainder of your deposit is refunded.

— 14 days or less before your confirmed due date: we retain the full 75% deposit, as your strap is then in production.

— Rush orders: where a rush fee (30% of the order value) has been paid, production begins from the date of your order. The full 75% deposit and the rush fee are therefore non-refundable from the date of payment, regardless of the due date.

Refunds are paid within 10 business days to the original payment method.

Genuine Concerns

If something has gone wrong, or your circumstances have changed in a way you couldn't have expected, please talk to us. We look at each request on a case-by-case basis and will always try to find a fair resolution. That could be an adjusted specification, a later delivery date, or a credit towards a future commission.

Defects and Maker Errors

Lombard Bespoke stands behind its workmanship. If your completed strap has a genuine structural defect — for example, a stitching failure, leather delamination, or an incorrect lug width delivered that differs from what was confirmed in writing — we will remedy the issue.

To raise a defect claim, please contact jacques@lombardbespoke.com within 7 days of receiving your strap. Include photos of the issue and a description of what you observed. We will assess the matter promptly and, where the fault is confirmed as a maker error, will either repair or remake the strap at no cost to you.

A note on natural leather: leather is a natural material. Variation in grain, texture, surface markings, and depth of colour between individual hides is entirely normal and is not a defect. Where relevant, this will be discussed with you during the specification consultation before your order is confirmed.

International Orders — No Returns

Lombard Bespoke is unable to accept returns from international customers.

This policy exists for two practical reasons, not as a blanket disclaimer. First, the reliability of international postal and courier returns to South Africa is inconsistent and beyond our control. Second, the cost of returning a small item internationally — duties, courier fees, customs documentation — frequently exceeds the value of the strap itself, making a return economically unworkable for everyone involved.

Because of this, we take additional care with international orders to confirm every specification in writing, in full, before production begins. We want you to be completely confident in your order before we start.

If you are an international customer and have a concern about your order, please contact jacques@lombardbespoke.com directly. We will consider each situation on its own merits and will always try to find a fair resolution where there is a genuine issue on our side.

South African Orders — Considered Case by Case

For customers based in South Africa, the same terms apply as outlined throughout this policy. Bespoke items are made to order, and completed straps cannot be returned for change of mind. Cancellations before completion are handled as set out under Cancellations above. If you have a genuine concern with your order, please get in touch at jacques@lombardbespoke.com — we will consider your situation on its own merits and do our best to find a fair resolution.

How to Raise a Concern

If you have any concern about your order, email us at jacques@lombardbespoke.com with the following:

— Your order reference or the date your order was placed

— A description of the issue

— Photos where relevant

We aim to respond within 2 business days. We take every concern seriously and will always engage honestly and directly.

Consumer Rights — South African Customers

South African customers retain all rights afforded to them under the Consumer Protection Act 68 of 2008 (CPA). Nothing in this policy limits or overrides those rights.

The CPA includes specific provisions relating to bespoke and custom-made goods. Lombard Bespoke will observe all applicable obligations under the Act. If you believe your consumer rights have not been respected, you are entitled to seek recourse through the appropriate channels.