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Returns Policy

Each item is hand-painted using specialised leather-suitable paints, often on vintage or pre-owned leather goods. Due to the bespoke nature of our products, please review the policy below carefully.

Custom and Hand-Painted Items

All hand-painted items, including custom orders, are non-refundable and non-returnable, in accordance with UK consumer law exceptions for personalised goods

Vintage and Pre-Owned Materials

Many items (except for brand new shoe customs) used are vintage or pre-owned and may show minor signs of wear consistent with age. These are not considered faults. Where applicable, any notable condition issues will be clearly disclosed prior to purchase.

Damaged or Faulty Goods

In accordance with the Consumer Rights Act 2015, if an item arrives damaged or faulty, please notify us within 48 hours of delivery with photographic evidence.

If the item is deemed genuinely faulty due to craftsmanship or materials, we will offer a repair, replacement, or refund as appropriate.

Shipping and Losses

We are not liable for parcels lost or damaged in transit. However, we will support you in making a claim with the courier where possible.

Contact

If you have any issues with your order, please email: customsbyhannah@gmail.com

Instagram: @customsbyhannah

Care Guide

Paint and Finish

All items are hand-painted using professional Angelus Leather Paints and sealed with a protective coating. This creates a waterproof, flexible finish that helps protect the artwork. While durable, the painted surface should be treated gently to maintain its appearance over time.

Cleaning

To clean painted areas, use a soft, damp cloth. If necessary, add a small amount of mild soap diluted with water. Avoid harsh chemicals, alcohol-based products, acetone, and scrubbing, as these can damage the paint and sealant. Always test any cleaning method on a small, hidden area first. Leather areas without paint can be treated with a suitable leather conditioner, but avoid applying conditioner or creams on painted sections.

Water Exposure

Although the paint is waterproof, the underlying vintage leather may not be. Avoid excessive or prolonged exposure to water. If your item gets wet, gently blot it dry with a clean cloth and allow it to air dry naturally, away from heat or direct sunlight. Do not rub the painted surface when wet.

Storage

Store your item in a cool, dry place away from direct sunlight to prevent fading or cracking. When not in use, keep it in a dust bag or box to protect it from dust and environmental damage.

Footwear Care

For painted shoes, avoid heavy creasing in painted areas, especially around the toe box. Use shoe trees or tissue paper to help the shoes maintain their shape when stored.

Aftercare and Touch-Ups

Natural wear may develop over time with regular use. Customs by Hannah offers touch-up and aftercare services for original pieces—please contact us to discuss options.