Help & FAQ’s

Product Questions


All of our products are handcrafted to the highest possible standards, and we are extremely proud of all of our products. They are made to last for a very long time and as such we are happy to offer a lifetime warranty on each item. The lifetime warranty covers all manufacturing defects that in the unlikely event may arise during the normal lifespan of the product. It does not cover normal wear and tear, mistreatment, inappropriate use that goes against our guidelines or improper care of the product. Please see our care guide for more information.

If you have a warranty claim please email us at info@ortler.uk and we will be happy to assist.


Our products are made for people that appreciate the finer things in life. The tactile feel of quality leather products that last a lifetime.


Currently our products are only available online.


Our products are all handmade in England in the New Forest directly by us.


We use only the finest leathers available, from English bridle to Horween Chromexcel. Each leather is carefully selected to ensure it’s of the highest quality and will give your product it’s unique character that is only available with natural leathers.


Horween Leather Company is one of the oldest continuously running tanneries in the United States. A very traditional tannery, they produce some of the softest yet most durable leathers in the world. Horween Chromexcel is a special leather using a unique tanning process to create a very tonal effect on the leather, whilst keeping the leather extremely supple and soft.


You can clean your strap the same way as you would with a fine pair of leather shoes, with either shoe cream or polish. Our straps our designed so that over time they will develop a lovely patina that is unique to your strap, it’s like a history where you have been, and what you’ve done. For more information on how to care for your product please see our care guide.


Naturally we only use the finest leathers and parts to make all of our products and they are all handmade to the highest standards, because we want our products to last a lifetime, as I’m sure you would too. This means that our products will be more expensive than your average high street product, but you can rest assured that you will be purchasing an item that will last a lifetime.

Payment Questions


Currently we only accept payments made online, for which we offer a variety of secure payment options to pay for your order. You can select to pay by PayPal or by Stripe using a credit or debit card.


To complete your payment using PayPal, please select PayPal as your payment method in the checkout. You will then be directed to the PayPal website to complete your payment. If you have a PayPal account you can sign in to you account to complete the payment or you can checkout as a guest with PayPal without having to open an account.


Safer than it’s ever been.

We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.


If you are outside of the EU, prices do not include VAT.


No, you can checkout as a guest without opening an account. But if you do decide to open an account you can get added benefits such as saving your details for faster checkout in the future, keep track of your orders in your account and receive members only discounts when they become available.


All payments are made in GBP Sterling.

Order Issues


Sometimes we dispatch items separately, for example if one item is a “made to order” item and the other item is in-stock, then we will dispatch the in-stock item first and then dispatch the “made to order” item once it has been made. Please check the dispatch confirmation email and or delivery note contained along with your order to confirm which items have been included in that delivery.

If an item is missing please contact our custom service dept here, with your order number and the items missing name and number and we will resolve the issue for you as quickly as we can.


We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Care team with:

The order number
The faulty item’s name and number
A description of the fault

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.


We want to sort out any issues with incorrect items straightaway. As soon as you discover an incorrect item, please contact our Customer Care team with:

The order number
The incorrect item’s name and number

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.


There are certain time limits to amend your order before it has been dispatched and or sent to production if the item is “made to order” depending on the delivery method selected.

Next Day Delivery: 15 minutes after completing your order.
Standard Delivery: 60 minutes after completing your order.


We offer a 14 day returns policy to cancel the contract for your order with us, which starts from the day after you receive your order. We will issue you with a full refund for the items you have purchased and the cost of standard delivery if you’ve paid for shipping.

  • To return your order, simply follow the instructions on the enclosed returns form with your order.
  • If you’re returning your whole order and you’ve paid for delivery we’ll refund the cost of Standard Delivery to your country even if you’ve used one of our quicker delivery options. For example, if you pay £5 for a Next Day Delivery service but the cost of Standard Delivery is £3 then we will refund you £3. The extra £2 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
  • The items you return must be unused and in their original condition and will be inspected once we have received them.
Delivery


The estimated delivery date will be on your order confirmation email. Please wait up until this date for your order to arrive, it might be worthwhile to check for any local delivery delays with the postal service in your area as this may affect the delivery date of your order.

If your order has been dispatched by a trackable service the tracking details will be contained in your order dispatch email, with a link to the website for you to keep track of your delivery.

If the estimated delivery date has passed and your order still hasn’t arrived, please contact us here so we can assist you further.


If the item you are ordering is available for Next Day delivery and you have selected this at checkout and your order is received before 3pm Monday to Friday, your order will be dispatched the same day for next day delivery. Please note that not all items are available for next day delivery.


The majority of the items available in our store are hand made to order, and take up to 5 working days to complete. This means your order will not be despatched for up to 5 working days from the date you place your order. Once the item you have ordered has been made and is dispatched, you will receive an email confirming the order has been dispatched with the tracking details for your order so that you can track its progress in the mail.


International delivery information can be found on our shipping page here.


Yes, you can track the delivery of your order by following the tracking details contained in your order dispatch confirmation email.


If you are not in when your order arrives, the delivery man will leave a “missed delivery” card for you to rearrange the delivery at a preferred date, or you can collect the item from your local delivery depot.


It is quite possible that you may be charged customs and import duties if you are outside of the EU. We have no control over these charges. If you are concerned about the duties that you may be charged please contact your local customs and duties office.


For your security we can not redirect orders to a different delivery address. Orders can only be dispatched the registered card holders address or your place of work.


Unfortunately we can not dispatched to PO Box addresses, orders can only be dispatched to a physical address, such as the registered card holders address or your place of work.


Whilst it’s not possible to choose an exact time of day for your delivery, we do have several delivery options available at checkout to ensure that the most suitable delivery method if available. However, if you are not in when your delivery arrives, a “missed delivery” card will be left so that that you may rearrange delivery or collect from your local depot at a time that is convenient to you.


If next day delivery is available for the item you are ordering, you will need to order by 3pm and select Next Day delivery at checkout.


Yes, we are happy to have your order delivered to any BFPO address.


Yes, we are happy to have your order delivery to your work address.

Returns


We offer a 14 day returns policy to cancel the contract for your order with us, which starts from the day after you receive your order. We will issue you with a full refund for the items you have purchased and the cost of standard delivery if you’ve paid for shipping.

  • To return your order, simply follow the instructions on the enclosed returns form with your order.
  • If you’re returning your whole order and you’ve paid for delivery we’ll refund the cost of Standard Delivery to your country even if you’ve used one of our quicker delivery options. For example, if you pay £5 for a Next Day Delivery service but the cost of Standard Delivery is £3 then we will refund you £3. The extra £2 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
  • The items you return must be unused and in their original condition and will be inspected once we have received them.


Once your return has been received by us, we will complete it within 4 working days, and we’ll email you to let you know once your refund has been issued. It can then take 5-10 working days for the funds to appear in your account.

If you’ve returned more than one order in the same parcel, please allow up to 24 hours for all returned items to be processed.

The time it takes for your parcel to reach us varies depending on where you are returning it from;

Australia – 7 working days
US – 10 working days
Ireland – 14 working days
France and Germany – 14 working days
Spain and Italy – 15 working days
Rest of World – 21 working days

Please note that working days do not include weekends and bank holidays.

In the unlikely event that you haven’t received an email after the timescale shown above, please contact us at info@ortler.uk, and we’ll get back to you as soon as possible.

Make sure you let us know your original order number, which items you have returned, when this was returned to us and any delivery reference numbers (i.e. from a collection service or courier) when you contact us.