How do I order a bespoke item?
It’s really easy to order from us. We’ve worked hard to make the process as simple and straightforward as possible. The first step is to let us know what item you are interested in by filling out our Contact form. On the contact form we’ll ask for some information – what the item is, how you’d like to use it and your preferred material and colour combinations. We will then be in touch within three working days to let you know the next steps.
How long does the process take?
This is a very common question! However, how long an item takes to produce really depends on the specific item and the complexity of the requirements. Once you have submitted the contact form we will be able to give an idea of the timescales involved.
For unique Special Orders, we allow a minimum of 4 weeks from the initial contact form submission to delivery of the item.
Can I amend or cancel my order?
Due to the bespoke nature of our products, we’re afraid once the order has been placed and payment has been made, orders cannot be cancelled or amended.
Special Orders? I’m intrigued...
Special Orders are something a little different from our core products (which are generally watch straps, belts, bracelets, iPhone cases, and card and document cases). In fact, Special Orders can be just about anything. Previous Special Orders have included the likes of a Venetian mask, lipstick holder, jewellery box and a hammock - to name just a few.
The process is slightly different from standard as there will be more discussion and interaction required to create something completely unique.
For Special Orders the process starts with our Contact form, and following that we will be in touch to discuss and explore your ideas further. From this discussion initial sketches will be created, then measurements taken (if applicable), and colour and material choice decided upon. Final sketches are then drawn up, signed off and payment is made before the item is created and delivered to you upon completion.
For further information on our Special Orders and Process, please follow the links and have a look at the information on each dedicated page.
What payment methods are accepted?
We accept all major credit and debit cards, including: ·
- American Express
When is payment taken?
We’ll request payment via our secure payment portal once both the design and materials have been finalised.
My billing and shipping address are different - will this be an issue?
This will depend on your card provider. Should your billing and shipping address be different, your card may be subject to additional security checks by your bank to prevent fraud.
Are my card details secure?
Absolutely. INRO as a company is PCI-DSS (Payment Card Industry Data Security Standard) compliant. This ensures as a company we safely and securely accept, store, process and transmit your cardholder data during a transaction. Our payment gateway uses the 3D Secure 2 (3DS2) authentication protocol - a state of the art system designed to prevent fraud in online credit and debit card transactions.
Can I get a refund?
Generally we do not issue refunds. All our items are made to order, we do not sell ‘pre-made’ items or offer an ‘off the shelf’ retail option. This means once an item is made it cannot be resold or components reused. It is for this reason we cannot take an item back if, for example, you change your mind.
However, if your item falls into any of the below categories, we will quickly investigate the situation and will be able to offer a refund if any of the below apply:
- Item not as described
- Manufacturing defect
- Item was damaged in transit *
*For any items damaged in transit, please contact us immediately via email no longer than 5 days from receiving your items. Where possible, please include photos, and we’ll be glad to help.
What are my delivery options?
We offer fully insured and tracked shipping within the United Kingdom. At this time, we are afraid we don’t ship internationally or to the Channel Islands.
Deliveries to the Scottish Highlands and Scottish Outer Hebrides can be made, however please allow an additional couple of days for delivery.
Our deliveries are made by DPD. If you’re not going to be in when you order is due for delivery, you’ll easily be able to amend your delivery preferences via the DPD website or app (rearrange delivery date, collect item from DPD pickup location etc).
How long until I receive my item?
Once dispatched, we’d recommend allowing between 2-4 working days for delivery due to the current pandemic situation. The tracking information we supply will keep you informed with live updates on the status of the item along with the expected delivery date.
Do you charge for delivery?
In general, we offer free delivery - except for large and bulky items. In the case of shipping larger bulky items, we will supply a quotation for delivery costs.
Can I track my delivery?
Yes – we will supply with a tracking number which you can pop into the “Track your Parcel” section on the DPD website for live updates.
Alternatively, if you’ve got the DPD app (available on Apple’s iOS platform or Google Play), you’ll be able to track your parcel there too.
Do you deliver to a mailbox?
No, our courier does not deliver to mailboxes.
Do you require a signature?
Under normal circumstances, yes. However due to the pandemic, our courier is offering “contactless delivery” where they’ll place the item on your doorstep, take a photo of the parcel and sign for it on your behalf. You’ll receive an email and/or text message confirming the delivery has been made along with a photo of the item as proof of delivery.
Can you deliver to a hotel where I’m staying?
Due to the current Coronavirus restrictions we’re currently unable to offer this as a delivery option. Once it’s safe to offer this service, we’ll update clients directly.
However, under “normal” circumstances, we would request the details of where you’re staying, along with the dates of your stay to ensure we can get the item to you.
What if I miss my delivery?
Don’t worry - the driver will make two further attempts to deliver the item. Alternatively, you’ll be able to choose a preferred delivery date, pick up the item from your local DPD Pick Up Shop or collect the item from the nearest DPD depot - all of which can be arranged via the DPD website or app.
Care & Repair
What aftercare advice do you offer for an INRO product?
Leather is a living material, and throughout its life it evolves, softens and develops a rich amber patina (a gloss or sheen). These natural marks and impressions should be cherished and serve as proof of the uniqueness and authenticity of our products.
To preserve your product, it should be protected from humidity and prolonged exposure to light and/or extreme heat. To keep your product in tip top shape, feel free to get in touch with us and we can clean it for you and, if needed, we can also restitch and re-polish it too.