Our offices: Royal tunbridge wells, Kent. England

Frequently Asked Questions

Please read our FAQs. For a full list click here.

COVID-19 DELAYS

Unfortunately, couriers all over the world are experiencing delays due to COVID-19. We know this can be frustrating. But we ask that you are patient. In most situations your order will arrive to you. It may simply take longer. The tracking details we send you are the same for you and us. In most cases, we cannot tell you anything more than your tracking number can. So please keep that in mind before contacting us.

If you placed an order and used our standard shipping method and the parcel is taking longer than you thought, please allow 21 working days before contacting us.

If you placed an express order, please contact the courier directly before contacting us. At the moment there are long customs delays, but orders are arriving safely.

Thank you all.

Didn't get order confirmation or order shipped confirmation?

If you didn’t receive an email order confirmation, or shipping confirmation please check your junk, or spam folder before contacting us. And please ensure you mark us as a safe sender, so future emails about your current order, and future orders reach you.

What size strap should I order?

Strap sizes are completely up to the individual. The best way to know is to measure your current strap. If you don’t have one, simply place a tape measure around your neck and decide what size works best for you based on where you wear your strap, i.e., crossbody, hanging around your neck, etc., and where you want your camera to be.

My split rings don't fit

We provide you with 2 sets of split rings, in 2 different sizes. Our stock rings that come attached to the strap will fit most camera’s lugs. However, some camera manufacturers, namely: Sony and Fujifilm have very small lug mounts. You can use the stock split rings on any camera, however, some people like to have the split ring float freely through the lug. And although we’re not a fan of this, we understand that some of you want that. So, you will find 2 sizes of split rings in each order. Here is a little blurb about our stock split rings and why we would choose the larger of the 2 rings. However, you’re free to use whichever you wish.

There are literally hundreds of different camera models on the market. It would be impossible to make a leather camera strap that fits all camera makes and models in the same, exact way. We have chosen to use a thicker, 304 stainless steel split ring, instead of a thinner, less quality split ring.

Depending on the size of your camera’s lug mounts, you may find that the split ring glides through the lug and moves around, such as on most modern Nikon cameras. You may find, on smaller lug mount systems, such as Fuji and Sony, that the split ring attaches to the lug and rests in the middle of the single ring, instead of moving around in the lug. This can be alarming at first glance. However, all split rings that move and glide through the lug will end up on the single ring at some point, or another.

What are the delivery charges?

Shipping is free within the UK. International delivery prices range from £9.99 for our straps and accessories to £35 for our camera messenger bag. We also have express shipping methods available. We use Royal Mail, FedEX, DHL Express and DPD for all of our International orders.

Who is responsible for customs and duty?

The customer is responsible for paying all customs and import charges. Please check with your country for a list of possible charges.

How long will delivery take?

Within the UK delivery is between 3-4 working days. EU orders can take between 4-7 business days and all other International orders take between 10-21 working days. Express shipping is generally 2-4 days. We try to ship all orders that day, or the following business day. * The above are simply estimates given to us by our chosen couriers. However, these timeframes cannot be guaranteed and issues do arise in customs, etc. If you absolutely have to have your product by a particular time, please choose express shipping at checkout as you will have the best chance of getting your product in time.

Do I receive an invoice for my order?

Yes. You will receive an automated order confirmation as well as a shipping confirmation. However, sometimes our emails are eaten by the spam monsters and never reach you. Please contact us if you don’t receive an order confirmation. You will also receive a paper invoice in your shipment.

How secure is shopping in the Online Shop? Is my data protected?

We use the latest versions of PHP and our software is always up to date as well as our SSL certificate. You can, therefore, be confident that your data is secure.

Returns and exchanges

We want you to be satisfied with everything you purchase from us. If, for some reason you’re not, simply return it within 14 days of receiving your order and we will refund your money minus shipping costs (unless faulty). You must return the item with all labels and in the condition it was sent to you in. Unless it is faulty, in which case, please contact us and we will issue you a full refund or replacement. Please note that in some cases we may ask you to show the fault either in a photo, or video. If the fault is not clear to us, a visual inspection may be required once the item is returned to us.

Returns can be sent to:

Hawkesmill
PO Box 632
Royal Tunbridge Wells,
Kent,
TN2 9WZ

Send us an email