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Frequently Asked Questions

 

Contacting Smythson
How do I contact Customer Services?
How do I find my nearest store?
Who can I contact regarding PR enquiries?
Do you have a corporate team?
Do you offer wholesale accounts?


 

Returns
What is your returns policy?
Who quickly will my card be refunded?
Can I use an alternative card for my refund?
Do Smythson products come with a guarantee?

 


Personalisation
What is personalisation?
What can I have personalised?
Can I use my own design?
How long does it take and how much does it cost?
Can I have my purchase personalised at a later date?
Can I return an item that is personalised?


Personalised Stationery
What does your personalised stationery service include and what is the process involved?
How long does it take to produce personalised stationery?
What level of help and assistance can I expect?
Can I return my personalised stationery?


Sustainability
Is Smythson leather and paper sustainably sourced?

 

Privacy and Security
Is my information held securely by Smythson?
How can I unsubscribe from your emails and/or mailings?
Who can I contact for further information or assistance?

 

 

 

Q. How do I contact your Customer Service department?

A. For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed

 


Q. How can I find my nearest store?

A. Please search with our store finder


Q. Who do I contact regarding PR or press enquiries?

A. Please click here for details of our Press Office.



Q. Do you have a corporate team?

A. Smythson’s Corporate gift service offers the ultimate bespoke experience. Our team is dedicated to upholding the discretion and expertise for which Smythson is renowned. Contact us today and we will listen to your brief and tailor your order to suit your corporate identity and budget requirements. For further details, please visit Corporate Gifts


Q. Do you have a wholesale team?

A. In addition to our online and retail stores around the world, Smythson is sold through an exclusive selection of luxury retailers. For all enquiries, regarding our Wholesale business, please contact wholesale@smythson.com


Q. What payment methods can I use online?

A. We accept Visa, Mastercard, Amex and Maestro online.

For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed

 


Q. When will you take my payment?

A. We request payment within 24 hours of your order being placed and received. For more details, please see our Terms of Sale


Q. What is Verified by Visa and MasterCard SecureCode?

A. Developed to improve the security of online payments, Verified by Visa and MasterCard SecureCode (3D Secure) offers customers the opportunity to validate their payment using a 4 digit PIN. If your card is registered for 3D Secure, you will need to enter your code in the pop up screen provided by your bank or credit card provider. If your card is not registered, Smythson will omit this stage in the check out procedure.

For further enquiries, please refer to our terms of sale.


Q. Do you charge VAT?

A. For all orders for delivery to the UK or EU, VAT at 20% is included within the price.[jersey etc??]

For further enquiries, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. Will there be Customs and Duties charges?

A. Any Customs, Duties or handling charges that may be levied in the country of destination are beyond our control and we are unable to accept any responsibility for these. For further details, please see our Terms of Sale.


Q. When can I expect to receive my order?

A. UK orders are received within 5 working days for non-personalised orders. For orders with personalisation, please allow an additional 2 working days. For full details regarding delivery turn times, please see our Delivery page.


Q. How can I track my order?

A. To track your order, please visit contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. What is your method of delviery and will my order need to be signed for?

A. Smythson uses a number of carefully selected carriers. To ensure the safe delivery or your order, all Smythson deliveries require a signature upon receipt.

For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. How much does delivery cost?

A. We offer complimentary delivery for orders over £500. For all other orders, please [see table attached delivery costs].


Q. I missed the courier for my delivery, how do I reschedule?

A. The courier should have left a delivery slip with a tracking number on it. Please telephone the number on the slip, quoting your tracking number to reschedule your delivery. If you have any further issues, please call our Customer Service team on +44 (0)845 873 2435


Q. Will my order be gift wrapped and can I add a gift message?

A. Each and every item is gift wrapped in our tissue-lined Nile Blue box and tied with navy grosgrain ribbon.

We include a Smythson card for you to personalise your gift, or we can add a message for you; just select 'gift card' in your basket.



For further assistance, please contact Customer Services:

 

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. What is your returns policy?

A. For full details please read our Returns Policy.


Q. How quickly will my card be refunded?

A. We aim to process your return within 48 hours from receipt. Once the refund has been completed, it may take up to 14 days for your credit card provider to return the funds to your account.

For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. Can I use an alternative card for my refund?

A.Refunds can only be administered to the card used to make the original payment.

For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. Do Smythson products come with a guarantee?

A. A guarantee is offered for the Smythson Yard-o-Lead pens and pencils. For all other products there is a comprehensive repair service for all Smythson products. Though we may not be able to repair everything, we would be delighted to assess any damage and advise you accordingly. We do not offer guarantees for any of our products.

For further assistance, please contact Customer Services:

Phone: 1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. How do I care for Smythson leather products?

A. All of our leathers are either aniline or vegetable tanned - methods which are considered to be the most luxurious and are reserved exclusively for top-of-the-range products. As the most natural of all tanning processes, they involve as few chemicals as possible to ensure that the natural grain and DNA of the leather is not compromised. The more naked the product’s finish, the more demanding it is of the very finest, flawless skins. As this leaves the leather’s surface more vulnerable to potential scuffing or marking, however, it also demands a greater level of care and upkeep.Due to the balance of materials and processes involved, detailing such as edge-painting is not completely resistant to damage and can very occasionally be susceptible to sudden or prolonged atmospheric changes such as temperature and humidity. Each individual hide is unique, and while we consider this to be a part of the beauty of working with this most organic of materials, it also means that natural blemishes can sometimes occur. Due to the high quality of leathers used, there may be signs of veining, wrinkling or colour nuances in their grain. These are all characteristics consistent with a genuine raw material; they are not imperfections but rather subtle evidence of the leathers’ purity.

Cleaning - Smythson recommends cleaning the leather exterior of your item with a soft cloth and warm, mild soapy water. Ensure that the cloth is thoroughly wrung out so it feels very slightly damp, and gently wipe the surface of the leather. Repeat using clean water.

Storage - When not in use, we recommend storing your leather item in its soft Nile Blue bag in a cool, dry environment.

Care - Do not leave your leather products in prolonged sunlight. Prolonged exposure to sunlight or other high intensity sources of light can lead to irreversible discolouring, fading and deformation of the leather.
Do not expose to wet, damp or humid conditions or high temperatures.Water can be harmful if it penetrates the leather and can lead to the appearance of bubbles or marks which cannot be removed.
Do not soak the leather.
Do not apply detergents.
Do not wash the fabric lining.
Do not ‘feed’ the leather with products such as waxes, polishes or saddle soaps. This may leave the surface of the leather sticky, attracting dirt and causing irreversible damage.

For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. How do I care for my stationery?

A. To ensure optimum protection, always store stationery in our Nile Blue boxes as provided, and keep it away from damp, heat and direct sunlight. Our stationery is made with the very highest quality materials, however tissue colour, paper and ink will naturally fade over time.

For futher assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. How do I care for my Smythson Yard-o-Lead pen and pencil?

A. Being silver, your pen or pencil is likely to tarnish. We recommend regularly using a soft jeweller's cloth or standard silver polish to clean your item to restore its original shine. Yard-O-Lead pens and pencils have a lifetime guarantee. Should a repaire be required, return the item along with the guarantee slip to the following address: Yard of Lead Pencil Company Limited, Suite 106 The Jewellery Business Centre, 95 Spencer Street, Hockley, Birmingham B18 6DA.

For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. Do you offer a repair service?

A. We offer a comprehensive repair service for all Smythson products. Though we may not be able to repair everything, we would be delighted to assess any damage and advise you accordingly. We do not offer guarantees for any of our products.

For further assistance, please contact Customer Services:


Q. What is personalisation?

A. At Smythson, we offer gold, silver and blind stamping for personalisation. Gold and silver stamping is a traditional method of personalising leather goods, using techniques and equipment that date back over 120 years. Smythson offers a selection of motifs, sizes and typefaces which can be gold, silver or blindstamped onto a small, flat leather surface. Our stampers will hand-set the brass characters in proportion to the product and the leather’s grain, assemble them with meticulous care to ensure that the spacing is perfectly even, and lock them into the heated plate of the stamping press. A sheet of gold or silver foil is placed beneath the plate and a trial impression is made on a piece of card to ensure it is correct, before the position is set and the product fixed firmly in place. The image is then stamped directly onto the leather, with a second layer of foil applied if necessary. In the case of particularly intricate motifs, the finer details are etched by hand to produce an image of the highest possible quality and definition. This process requires finely tuned skill, experience and expertise.


Q. What can I have personalised?

A. Most of our leather accessories and books can be personalised by gold, silver or blind stamping through a range of our own fonts, as well as a selection of motifs. Every item that can be personalised will be indicated as such on at the point of selection. For an additional cost, we can also produce a customer's own artwork or logo.

For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. Can I use my own design?

A. Smythson's service strives to meet your needs and requests at all times. The goldstamping of personal designs and drawings is a service we are able to provide, however this is dependent upon the quality of the artwork and suitability of the image for stamping. This service can take up to 14 working days from the date of approval. Quotes are available upon request.

For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. How long does it take and how much does it cost?

A. For personalised orders or leather accessories and books, please add an additional 2 working days to your order. Each initial is £6.95 and motifs are priced at £10 each. Silver pens and pencils are also able to be personalised, please contact Customer Services for further details:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. Can I have my purchase personalised at a later date?

A. Yes, products can be personalised at your convenience, and our goldstampers will be delighted to offer their expert advice regarding motifs, position and leaf colour. Please note that our personalisation service is reserved for current Smythson items only.

For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. Can I return a personalised item?

A. Once an item has been personalised, we are unable to offer a refund or exchange. Please see Returns for more details.



For further assistance, please contact Customer Services:
Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed

 


Q. What is your personalised stationery service and what is involved in the process?

A. Smythson specialises in engraved personal, social and business stationery. From our expertly trained consultants to our team of specialist craftsmen, Smythson has provided an unrivalled personalised stationery service for 125 years. Engraved stationery has a raised finish, remarkable sharpness of line and intense depth of colour that is highly distinctive to the discerning eye.

Customers ordering in store can enjoy a private consultation in one of our stationery studios. Your consultant will guide you through our full range of options, which includes everything from the colour of your paper to an array of motif designs and hand–painted borders. Customers ordering online are invited to scroll through the options using our step–by–step guide and interactive template. Once the details of the order have been decided, our typesetters will send you a proof of your design for final review and approval. A copper plate is then engraved with your details, ready for printing. The plate can then be carefully stored in our workshops for any future orders you may wish to place.

Your stationery will be die–stamped onto watermarked paper or card that is milled exclusively for Smythson, using traditional printing presses that date back to the early 1950s. Meanwhile, envelopes can be hand–lined with coloured tissue paper of your choice, ready to join your stationery at the final stage of production.

The extraordinary intricacy and attention to detail involved in every step of this process demands the most expert of eyes and hands. Your completed stationery is thoroughly inspected by Quality Control before being wrapped in our signature tissue-lined Nile Blue boxes, tied with navy grosgrain and delivered to you anywhere in the world


Q. What level of help and assistance can I expect?

A. Our website will guide you step by step through the process of designing your stationery, starting with the choice of product and layout, through the material, ink colour and lettering style, to additional options such as borders, motifs and tissue-lined envelopes.

Alternatively, you can visit one of our in-store stationery studios for a private consultation with a member of our team, who will be delighted to provide you with advice and assistance. You can find our stationery studios at the following stores:

New Bond Street, Sloane Street, Harrods, New York


Q. How long does it take to produce personalised stationery?

A. For orders placed online, a technical proof will be sent to you for your careful review and final approval – this proof is additional and subsequent to that which you have created using the interactive online template. Your order will not proceed to print until we have received your confirmed approval of the technical proof.

The usual turnaround time for orders placed online is 7 working days from approval of the technical proof; delivery times are supplementary to this.

For orders placed in store, the consultant who assists you with your order will be able advise you on the precise timing for the proof and completion of your order.

Q. Can I return my stationery?

A. All personalised stationery is made to order and as such, we are unable to offer refunds or exchanges. Once you have sent us your approval of the technical proof we will make every effort to ensure that your stationery is printed as closely as possible to the proof. Any errors identified in the proof should be notified immediately.

In the event that we have made an error with the specifications of the finished item, replacement stationery will be provided whenever possible.


Q. Is Smythson leather and paper sustainably sourced?

A. Smythson is committed to minimising the environmental impact of its operations. We recognise that by integrating sound environmental practices into all aspects of our business, we can offer beautiful, products of the highest quality whilst conserving and enhancing resources for future generations. At a minimum, Smythson upholds its obligation to comply with all legislation, regulations and local laws regarding protection of the environment. The Smythson Environmental policy goes further, striving for continuous improvement in this area, seeking all practical and economically feasible opportunities to reduce the environmental impact of products, processes and facilities. To read the full document, please download our sustainability policy. For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed


Q. Is my information held securely by Smythson?

A. Your privacy and security is very important to us and we aim to ensure that any personal information we obtain will always be held, used and transmitted in compliance with UK data protection rules. All Smythson transactional websites are PCI DSS compliant. Please read our Privacy Policy for further details.


Q. How can I unsubscribe from your emails/mail order catalogue?

A. Please log in to your account where you will be able to adjust your preferences.


Q. Who can I contact for further information or assistance?

A. For further assistance, please contact Customer Services:

Phone:1 877 769 8476 (Toll Free)
Email:
enquiries@smythson.com
Hours of business:
Monday-Friday: 7am to 5pm (EST)
Saturday: 7am to 12pm (EST)
Sunday: Closed