Customers often praise Aspinal products for leather quality, packaging, and friendly in-store help. Many orders arrive quickly, and reviewers often call out supportive shop staff. A consistent downside is after-sales service: messages go unanswered, refunds drag on, and returns stay unresolved. Delivery and customer support vary widely from one purchase to the next.
Examples from available reviews (Feb 2019 – Feb 2026).
Leather briefcase arrived quickly and showed exceptional quality and finish.
“I found its look and finish to be exceptional.”
Regent Street store provided a thoughtful, non-intrusive and pleasant shopping experience.
“It was a lovely shopping experience, much thoughtfulness without being intrusive.”
Repeated automated replies and silence left replacement or refund unresolved for months.
“I’ve had nothing but automated replies”
Aspinal failed to resolve a duties invoice, leading to a collection agency contact.
“I got a letter from a collection agency.”
Shoppers often describe in-store and phone support as quick and helpful. Others report major breakdowns, including refused repairs, long exchange loops, and repair questions left unanswered. These mixed experiences show up in both flagship stores and online support.
Some reviewers point to competitive pricing and good value for leather goods. Others mention surprise costs such as duties, taxes, or fees for international returns. Value comments appear less often than feedback on quality or communication.
Many customers say online ordering is simple, with clear photos and timely courier updates. Several mention standout gift packaging and an easy in-store checkout. Beyond ordering and packaging, usability feedback is limited.
Many reviews highlight high-quality leather, neat finishing, and an appealing unboxing. A few note defects, including weak stitching, missing parts, and a faulty pen cap. Packaging and personalised presentation come up positively in several reviews.
The strongest negative theme is post-purchase communication: emails ignored, automated replies, and little progress on returns or refunds. Several reviewers say issues stayed unresolved and later turned into billing disputes or contact from third-party collectors. A few positive communication stories appear, but they sit alongside repeated failures.
Experiences split sharply: products and in-store visits often earn high marks, while after-sales support regularly triggers frustration. Sentiment shifts most when customers need returns, refunds, or repairs. Consistent shipping and timely responses shape many final views.
For each review, the core experience based on original source reviews.
Sources: External Source (20) · Trustpilot (20) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Regent Street store provided a thoughtful, non-intrusive and pleasant shopping experience.
“It was a lovely shopping experience, much thoughtfulness without being intrusive.”
Reviewer praises communication, quality and service as excellent.
“Excellent communication, excellent quality, excellent service.”
Gorgeous bag, prompt delivery, great quality and competitive price.
“gorgeous bag and prompt delivery. great quality and better price 🩷”
Engraved iPhone case arrived quickly and looked marvellous.
“it looks marvellous”
Easy ordering and very speedy delivery; cases are beautiful quality.
“Easy ordering very speedy delivery”
Repeated automated replies and silence left replacement or refund unresolved for months.
“I’ve had nothing but automated replies”
Courier returned item; customer service failed to resolve or provide updates.
“The item was ordered on 29/1/26 and I am still awaiting an update.”
They shipped the wrong glove size and made the return process frustrating.
“how can I frustrate the customer”
Reviewer states everything was perfect.
“Everything was perfect!”
Good-quality card wallet, but delivery delays and poor communication cost a star.
“The card wallet was good quality and as expected”
They accidentally charged twice and hold funds awaiting examination before refund.
“I was sent a double order and charged twice by mistake .”
Leather briefcase arrived quickly and showed exceptional quality and finish.
“I found its look and finish to be exceptional.”
Cufflinks arrived gift-wrapped, looked lovely, and pleased fiancé.
“The box being gift wrapped was stunning”
Returned bag acknowledged but refund delayed despite tracking showing receipt.
“no refund has been received.”
Helpful customer service assisted online and the handbag quality was stunning.
“The customer service was superb”
Easy purchase and a fabulous bag; excited to buy in person later.
“Oh my word you made it so very easy to purchase my new favorite bag.”
Personalisation errors required three exchanges, causing significant hassle and delay.
“the personalisation was right justified, not in the center of the loop keyring.”
No responses from customer service about a received return and pending refund.
“Zero response from Customer Service with regards to refund.”
Return refund delayed and customer felt unfairly deprioritised by manual processing.
“delays attributed to the company being “small” and operating returns sequentially.”
Damaged personalised wallet required a return and replacement, with poor communication delays.
“it had minor damage to the front”
Appalling customer service with long delays in returns and refunds.
“Long delay in return and refund policy.”
Received wrong colour wallet and communication stopped after sending photos.
“they simply ignored my emails.”
Helpful Royal Exchange staff provided excellent in-store customer service.
“they could not have been more helpful”
Quick customer service resolved a poor personalisation with a prompt replacement.
“I called and got a response asap”
Product quality and delivery were excellent, but no local showroom.
“Excellent quality and professional handling of delivery”
Received passport holders as described with excellent material and packaging.
“Excellent material used and luxury packaging.”
Packaging error resulted in an earring almost being missed before gifting.
“Found only one earing inside the storage pouch..”
Timely delivery, superb packaging, and excellent-quality wallet adored by husband.
“Item sublime!.... My Husband loves the wallet...lovely quality.”
Online ordering was straightforward with accurate updates and timely courier delivery.
“Making the order online was straightforward.”
Order shipped to Western Australia within about a week with excellent service.
“Excellent service and first class merchandise.”
Personalised items arrived within a week and were beautifully packaged.
“Everything arrived within a week of ordering and was beautifully packaged.”
Leather bag had poor construction and stitching unraveled after first use.
“the stitching unravelled as soon as it was used.”
Customer care failed to respond about repairs for damaged items.
“After email that “our team will reach you” no other email came.”
Enamelled earrings arrived on time, well packed and very beautiful.
“Product, enamelled earrings are beautiful.”
Leather credit card holder arrived quickly and looked classy and top quality.
“it looks classy and top quality!”
Received a black item instead of navy and customer support disputed the colour.
“Was advised I received the product I ordered and it’s a colour variance.”
Bought a midi item perfect for upcoming festival; very pleasing.
“Just what I wanted for the festival coming up.”
Team helped make online purchase easy; order arrived well wrapped and on time.
“Order received at great position, well-wrapped, on time tracking, and quick delivery.”
Seamless online shopping with detailed images and next-day express delivery.
“it was a seamless experience.”
Item described as a nice piece of kit.
“Nice piece of kit”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Aspinal of London is a British designer and retailer of leather goods and accessories. Its range covers handbags, wallets, small leather goods, travel accessories, and personalised gifts. The company sells online and runs retail stores in central London. Selected items can be monogrammed or engraved. The website lists product details, care advice, and shipping and returns information.