frequently asked questions

How do I contact you?

The best way to contact us is by emailing hello@mesen-store.co.uk

When will my order arrive?

We aim to process orders within 48 hours, orders placed after 3pm Friday and on Saturday / Sunday will be sent on Monday. We use 1st class Royal Mail Signed For service, so it should arrive within 2-3 days and you will receive an email to let you know when your order has been dispatched.

Are your bags in stock? Am I able to choose the colour / print that I like?

All items shown on the website are in stock – but please remember that each bag is a unique colour / print combination, so only one is available.

Once that bag / purse has sold, it will not be repeated – we will refresh periodically with new colour combinations, and new styles, but can make no guarantees about upcoming colours or prints.

You can filter the range by using the colour / print / price filters in the online store.

How much is delivery?

Standard delivery is £4.95, and free of charge for all orders over £75.

I want to send my order as a gift, is this possible?

Absolutely, just select “send to a different address”, and tell us in the order notes, then we will ensure no pricing is included in the package. If you would like to include a gift message, please let us know.

Can I return my items?

Please note that all products are made by hand from natural materials, so some variation in colour and tone is to be expected. It is these imperfections that help make your choice unique, and we hope you love them as much as we do.

While we take care to ensure colours shown are true, there is a natural difference between colours shown onscreen versus on leather. If you have any queries about a colour, please contact us before you place your order, and we will try our best to help!

We hope you love your order as much as we do, but if for any reason you are not 100% happy, please contact us via email help@mesen-store.co.uk within 48 hours of receiving your package to let us know.

Please do not contact us via social media about returns as your message may not be seen. Please note that you will be liable for the cost of any return postage (unless damaged or faulty), and we recommend you use an insured service in case of any issues during transit.

You must send any returns back to us within 14 days of contacting us to receive a refund.

What happens if my order arrives damaged or faulty?

We take every care in packing your orders, and each product should arrive with you as perfect as it left us.

If for any reason, this isn’t the case, please contact us by email hello@mesen-store.co.uk within 48 hours. Please include your name, address, order number, and a photo of the fault / damage.

If your purchase is damaged or faulty, we will do our best to offer a suitable replacement, but as all pieces are unique this may not always be possible. If we cannot find a replacement item that you love, we will, of course, offer a full refund

What happens with my personal info?

Our site is secure and encrypted, so your details are safe while using mesen-store.co.uk, and we do not save any of your payment information. We will never give away or sell your personal information to any third party.

If you choose to sign up to our newsletter via the box on the sign-up form, you will receive monthly emails from us – but we will not spam you daily, we promise! If you no longer wish to receive our emails, just click unsubscribe on the bottom of any mail.