Aspinal of London Tracking Order Status

I have recently made 2 purchases from Aspinall’s and have found the customer service to be excellent. I have made several enquiries via e mail regarding their products and the responses at all times were prompt and most helpful. I am highly delighted with my purchases. The quality is excellent. High quality products. I will continue to purchase from Aspinall’s based on my experience with their excellent customer service.

Ordered a leather, engraved notebook for a birthday present. Dispatched within 2 days. Good communication and updates and it’s lovely. A perfect gift. Very happy and so was the birthday girl! Thank you! Will definitely use again.

I purchased a purse with a wrist strap and wrap around zip mid-2020 however due to the Covid pandemic is wasn't used but kept in the lovely box that Aspinal products come with. I started to use my lovely red purse last year, 2022 and after only a few months the wrist strap started to come away from the zip fastener clip that holds the wrist strap in place. It started to become annoying and certainly not what is expected from a supposedly premium brand product. This lead me to contact their customer services team. As other have reported, the customer service is abysmal and one waits for an unexpected length of time for a reply, again certainly what you would not expect from a premium brand. I waited and waited only to be told that the product was no longer covered by their guarantee! They only offer 12 months. Other premium brands have a two year international warranty. At the point of my complaint I had a perfectly good leather purse with a zip that didn't function correctly, it was either bin it or attempt to fix it myself, I attempted the latter. My repair has last 12 months, today it has failed again and yet again, I am left with a purse made of leather that has years of use left in it but a zip that is now totally useless, making the purse also useless. This time it will doubtless end up in the dustbin, the leather still quite firm and the purse generally not worn at all. Such a shame. I'm so disappointed and will find it very difficult to recommend Aspinal to anyone. They are certainly not a premium brand - just carry a premium price tag!

I bought a beautiful Lottie bag and used Top Cashback as it was an expensive buy. Aspinal have declined the £40 I should have received from this transaction which is very disappointing, as I factored this into my purchase. Bag is lovely but not sure why Aspinal are on Top Cashback if they don't honour payments.

Very impressed with the help provided on a recent order. The service team noticed a quality issue prior to despatch and not only resolved it, improved the offer to say sorry for the inconvenience - all before I had even asked. Proactive customer support is rare and should be celebrated.