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
Customer very happy; the purchased item's quality is perfect.
“Very happy with the item I purchased the quality is perfect”
Item was beautifully wrapped, carefully packaged and promptly delivered.
“Beautifully and carefully wrapped and packaged with prompt delivery.”
Paid for 1-2 day shipping but delivery took eight days; poor service.
“you still don’t get it for 8 days.”
Expensive pen had a defective cap and Aspinal refused a refund.
“They refused to provide a refund claiming that I was not putting the cap on correctly.”
Aspinal failed to resolve a duties invoice, leading to a collection agency contact.
“I got a letter from a collection agency.”
Appalling customer service: shipping delays and non-responsive support channels.
“website chat not working”
They charged shipping and taxes on an international return without informing the customer.
“they charged us shipping and taxes on an international return that we did.”
Claimed import duties included, but customer was later charged and left unsupported.
“I end up be contacted by debt collection company”
Emily provided outstanding, cheerful and helpful customer service.
“Outstanding customer service from Emily Pumfrey”
Checkout promised 2-3 day delivery, but dispatch delays and poor attitude occurred.
“Promise delivery within 2-3 working days at the checkout on the website.”
Customer service was excellent, prompt, friendly and efficient.
“Excellent customer service from Romina”
Delivery was late and customer service was unresponsive and unhelpful.
“Terrible customer service”
Reviewer warns others to avoid the brand due to non-existent customer service.
“Customer service non existent”
Bought Mayfair Midi; loved the design and leather quality, staff were helpful.
“love the design and quality of the leather bag.”
Order arrived without gift wrapping and customer service failed to respond.
“order arrived with no gift wrapping!”
I purchased a basic handbag for my mother three weeks ago, and it is yet to come.
The order became stuck in the system and was scheduled to be dispatched today, but has not been.
When I called the next day, they were unable to help me since they were unable to switch the delivery mode from Standard to Next Day or the delivery address from mine to my mother.
I had to weigh a variety of choices, such as, if I could cancel my prior order and arrange for a new one with Next Day delivery, which they couldn't do either, and whether the exact item was available in their offline shop.
Finally, when I explained that I wanted to visit an offline shop to get the exact handbag, they refused to provide me the same price or even a discount!
This is not the service I expected after two years as a loyal customer.
I'm not content at all.
Received a different colour than advertised and customer service refused help.
“I have received completely different colour than advertised on the website”
Received a different colour than advertised and customer service refused help.
“I have received completely different colour than advertised on the website”
Scarf unravelled after one wash and company stopped responding.
“Dreadful aftercare.”
They sell quality leather products at affordable prices with discounts.
“They sell quality products at a budget price.”
Company refused to repair an expensive bag and staff were unconcerned.
“Dreadful refusal to repair special edition bag”
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.