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Frequently asked questions

Here you can quickly find answers to some of the most popular questions we get asked by customers. If you still need help, please click here to speak to our Customer Service team.


What are your Customer Service opening hours?

Our Customer Service department is open Monday-Friday 9am - 5pm GMT. If you need to speak to our Customer Service team about an order or otherwise, please email

Do your products have a warranty?

All Hermosa London products have a warranty period of 3 months from the date of purchase. During this time we will replace all items with a manufacturing defect, however, any orders outside the 3-month period (from date of purchase) will not be covered under warranty and we do request clear pictures in order to assist further.

If you have received an item which you believe to be faulty, please don’t hesitate to contact our customer service team at with clear pictures and a detailed description as well as your order details (order number and email address associated with the purchase). 

Please note our warranty does not cover general wear and tear.

Can I clean my Hermosa London bag?

Our range of bags are machine washable on a delicate cool wash only. We recommend you do not use any detergent with the wash.

The bags must be air dried only. 

Where can my Hermosa London product be personalised?

The majority of our products can be personalised with initials only. There is a maximum of three letters on all bags other than our Messenger Bags, Mini Messenger Bags, Shirts, Caps and any Denim with shadow font range where the maximum is two. 

Are there any animal products used in the bags?

No, we are proud to say that the complete Hermosa London range is vegan friendly.

Shipping questions

Where do you deliver to?

At the moment we ship worldwide covering EMEA, APAC and the USA. To find out more about our delivery click here.

What delivery options do you provide?

At the moment, we provide Standard shipping to the UK, tracked Standard shipping to Europe and the rest of the world.

Returns questions

What is your return policy?

Our returns policy is valid for 14 days. If you are unsatisfied with your purchase, or if there is a fault, please email with ‘RETURN: #ordernumber’ in the subject line to begin the return process, within 14 days of purchase.

Please note that personalised products are non-refundable.

For more information on our returns policy, click here

Can I return my personalised product?

Unfortunately, personalised products are non-refundable.

Can I return an item I bought in the sale?

Only full priced items may be returned and refunded, unfortunately sale items cannot be refunded unless faulty.

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.


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