Frequently Asked Questions
Do you post internationally?
At the moment, Made by Nette only delivers within the United Kingdom.
Due to the changing rules and requirements surrounding international shipping, I have made the decision to keep deliveries within the UK for now.
If this changes in the future, I’ll let you know!
How will my order be delivered?
Orders are sent using Royal Mail or Evri.
Where available, I will use a tracked service and you will receive the relevant tracking information once your order has been dispatched.
Delivery times and costs will be shown at checkout.
How can I pay?
Payment can be made securely by debit or credit card through the payment options available at checkout.
For Made to Order and Bespoke Commissions, payment is taken before work begins.
Once we have agreed your specifications, I’ll confirm the details with you before I start making your bag. I’ll also keep you updated throughout the process and let you know the expected timescale.
If, for any reason, I am unable to complete your order, I will contact you and arrange a full refund.
Can I cancel my order?
For Ready to Ship items, your statutory consumer rights apply, including any applicable rights to cancel an online purchase.
For Made to Order and Bespoke items, because your bag is being made specifically for you, the usual change-of-mind cancellation rights do not apply to bespoke or customised goods.
However, if you need to discuss cancelling an order, please contact me as soon as possible. If work has not yet started, I will always do my best to help.
If I have already started making your order or purchased materials specifically for it, I may have already incurred costs which cannot reasonably be recovered. Any cancellation will therefore be considered on the circumstances of the individual order.
What can I expect from a handmade Made by Nette bag?
Every Made by Nette item is handmade with care, attention to detail and a whole lot of love.
Because each piece is made by hand, small variations and individual characteristics are part of what makes a handmade item unique. They are not mass-produced, and no two pieces will ever be exactly alike.
That said, handmade does not mean that I accept poor quality.
I have high standards for the things I make. Every item is carefully checked throughout the making process and again before it leaves my studio.
If I’m not happy with something, I don’t expect you to be happy with it either — so I’ll put it right before it reaches you.
Are handmade items perfect?
Handmade items are individual rather than machine-produced, so you may notice small variations in stitching, texture, colour or materials.
These are part of the character and story of a handmade product.
My aim is always to make something that is beautifully made, practical, durable and something I would be proud to use myself.
Can I return my bag if I change my mind?
This depends on the type of item you’ve purchased.
For Bespoke and Made to Order items, the bag is made specifically for you and therefore the usual change-of-mind cancellation rights do not apply to bespoke or customised goods.
For Ready to Ship items purchased online, your statutory consumer rights apply, including any applicable cancellation rights.
Nothing in this FAQ is intended to remove or restrict your statutory rights.
What if my order arrives damaged?
Please contact me as soon as possible if your order arrives damaged.
Please take photographs of the item and the packaging, including any visible damage to the outer packaging, and email them to:
I’ll then work with you to resolve the problem.
Please don’t throw away the packaging until I’ve had the opportunity to advise you what to do next, as it may be needed when dealing with the delivery company.
Your statutory rights are not affected by the time you take to report a problem, although contacting me promptly helps me resolve delivery damage as quickly as possible.
What if I discover a fault with my bag?
I want you to be happy with your Made by Nette purchase.
If your item is faulty, not as described or doesn’t do what it is supposed to do, please contact me and I’ll discuss the problem with you and the appropriate next steps.
Depending on the circumstances, this may include a repair, replacement, price reduction or refund in accordance with your statutory consumer rights.
I will always do my best to resolve any genuine problem fairly and reasonably.
Do handmade items come with a guarantee?
Your statutory consumer rights apply to every purchase from Made by Nette.
These rights cannot be removed or restricted by anything written in this FAQ.
In addition, I stand behind the quality and workmanship of the products I make. If you have a genuine concern about your bag, please get in touch and I’ll be happy to discuss it with you.
Still have a question?
If you can’t find the answer you’re looking for, please get in touch.
I’m always happy to answer questions about my bags, fabrics, leathers, bespoke commissions, delivery or the making process.
Email: info@madebynette.co.uk
I’d much rather you asked before ordering than bought something that isn’t quite right for you.