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Frequently Asked Questions

Ordering

 

To place an order on MDBM all you need to do is:

  1. Go to our catalog and select your desired product.
  2. Check the quantity - maybe you want to order more than one!
  3. Click on the ‘ADD TO CART’ button. You may add multiple items in one order so feel free to browse through our collection. Orders above $65 enjoy free shipping ;-)
  4. Review all items in your cart - if you’re ready to finalize your order, click ‘CHECKOUT NOW’.
  5. Finalize your order by filling out all the information needed in the checkout page: Customer Information, Shipping Address, Payment Information, and Discount Coupon, if there's any.
  6. Click on ‘Complete Order’ to place your order and that’s it!

We will then send you an email to confirm the receipt of your order.  

 

Once you proceed to check out your item, you'll find a box to enter your discount code. This will be on the left side of the page.

Once you have entered your coupon code, click "Apply". Your total amount will be updated to reflect the discount.

Your discount should be reflected in the final price before you complete your order. Make sure you enter your email address and shipping details to confirm your order and for the discount to be applied!

Discount codes or coupons are case-sensitive and only one can be applied per purchase.

 

Once you’ve completed your purchase, you’ll receive an order confirmation message in your email. This email will include all the items you ordered and the total amount you paid.

We’ll continue to update you on your package via email so make sure you keep an eye out for anything we send. Please check your junk or spam folder as there are times when our messages may not be routed to your inbox. If you do see it in your spam folder, please add us in your list of trusted contacts. This will ensure that our notifications will be routed to your inbox moving forward.

If you can’t find an order confirmation email within 24 hours, please reach out to us via chat, email, or a phone call and we’ll gladly check on your order.

 

Confirmation emails can take up to a couple of hours to get to your email. To be sure, check your spam or junk mail folder in case it’s there. Remember to always add our email address to your safe list!

If you can’t find your confirmation email within 24 hours, please send us a message and our customer support team will sort it out for you ASAP.

 

We accept debit and credit card payments via PayPal and Stripe. All our orders are processed in US dollars, so if you’re purchasing from overseas, please make sure you are aware of your currency’s daily exchange rate at the time of the transaction. The actual amount in your currency depends on the conversion rate of your bank when you made the purchase.

If you are having problems processing the payment, send us a message so we can assist you.

Your issue could be just a one-off. Sometimes we get declines for no reason too. This is why our website uses 2 payment methods and both accept a wide range of credit cards.

  1. First, Click Checkout.
  2. Next, key in your address & any discount codes.
  3. Next, confirm your shipping method.
  4. You're now at Final payment screen. Here you can pay using your credit card with 2 options:
    1. enter your credit card directly on this screen and submit. It is one step.
    2. do not enter your card numbers on this final screen. Click PayPal. You don't need PayPal to pay using the PayPal option.

     

  5. At the PayPal site, you will have 2 options:
    1. Log in to your PayPal account
    2. Pay with your Credit or Debit Card

     

  6. Choose Option B and enter card details.

That's it!

 

Yes! We accept such cards. Our website uses 2 payment methods but only one accepts Discover or  Diner's .

First, Click Checkout then follow the next steps:

1) key in your address & any discount codes

2) confirm your shipping method.

3) Final payment screen. Do not enter your card numbers here. Click PayPal.

At the PayPal site, you will have 2 options

A) Login to your PayPal account

B) Pay with your Credit or Debit Card

Choose Option B and enter card details.

That's it!

Our prices are all in USD. The actual amount in your currency depends on the conversion rate of your bank when you made the purchase.

Since we make our products to order and have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once. They are on the way!

Our credit card processing company is based in Singapore which may be a reason why your bank declined the transaction. Another common situation is that you’re using your card in a country that is different from your billing country. I have 2 suggestions for this:

1. You can call your credit card provider and ask them to allow deductions from  Singapore or allow you to use it outside of your billing country.

2. At our shop’s checkout, choose PayPal instead. You will be taken to PayPal’s website for payment. Once there, there is an option for you to use your credit card without a PayPal account. Click on that and the rest is quite straightforward. PayPal is more lenient regarding location so this could be a great option.

Please write back to us at support@mdbm.uk if these 2 methods still don’t help you. Our team will do our best to explore all the options with you.

Our prices are all in USD so if your card's currency is not in US Dollars, it may be converted by your bank at the time of the transaction. Some banks show two transactions. One for a fee for buying in a different currency and another for the actual amount.

If the item you received is defective, please send us an email at support@mdbm.uk and include a photo of the defective/damaged area. We'll sort it out for you ASAP.

MDBM adheres to the highest industry standards to protect your personal information. We guarantee that we have up-to-date technology to keep your personal and payment information secure. We don’t sell, lease or otherwise distribute any personal customer information. So you don’t have to worry!

Will there be additional customs charges?

The total cost of your purchase from MDBM includes the cost of the item and postage fees. In some cases, there may be additional duties and taxes that your post office will require in order to release your parcel. This is due upon delivery.

Customs tax is imposed on goods transported across international borders. These taxes and duties are typically not included in the price of the goods you purchase online. This is because these fees vary from country to country and are subject to governmental laws and policies. We may ship your order from any of our manufacturing bases, in which case it may be subject to customs duty. 

Not all countries require duties and taxes to be paid, though. So, it's best to know if your country imposes this.

I'm not sure if I was charged customs tax. Can you help me check?

There may be instances where you'll encounter administrative charges from your post office or courier. Common reasons include missed deliveries, storage, and handling fees for your parcel while you're unavailable to receive it.

If you are unsure of the charges you are asked to pay, feel free to send us a note with a photo of your charge receipt at support@mdbm.uk and we'll be glad to clarify for you.  

Product

Our brand specialty is bringing community designs together, so we make our products at various factories depending on the best price/quality ratio. This depends on the weight of the product and its destination market. If we are making something a design that is primarily for our UK members, then we will choose a factory located in Italy or Portugal over in Canton China so the cost of development and shipment is reduced because of proximity from the market. For our extremely popular models, we shift the production to the bag city of the world - Canton in China or Toyooka in Japan so it can be close to the world class bag brands and most importantly their parts suppliers like zippers and metal parts. These strategic and flexible arrangements, combined with our sale methods using our mailing list, allow us to control our cost better. But being able to communicate with our members directly via email and messaging services cuts our R&D costs sharply - we never really had an unsuccessful launch because they all started from members' requests. Recently, our US member base has been growing at a much higher rate and we are considering making some popular models in Chicago so we can cut down on our time to market.

Our bags are all handmade, and our procurement processes ensure our suppliers practice the fair wage and eco-friendly policies that we also employ ourselves. We're striving towards carbon neutrality and that is something we're working towards in our journey. We love our jobs and we hope you love the bags!

98% of all our bags are made of genuine leather.

We use cowhide leather. Our animal hide is sourced humanely. We will never source from suppliers who kill just for the hide.

We have 2 bags currently made of Vegan leather. They are the Bordeaux and Lisieux bags. Our vegan leather is made responsibly and in a way that is not harmful to either the environment or the user.

Most of our offerings are genuine leather, however...

Many of our customers are asking us to make vegan bags an option and currently, we have a plan to make some of our offerings using totally free from animals. With this said, we have to reinforce the fact that our animal hide is sourced humanely. We will never kill just for the hide.

How do we tell if the bag I'm interested in is leather or vegan?

We mention the materials used for every bag that we offer.

This is how we describe for a bag made of genuine leather

This is how we describe for a bag made of vegan leather

Most of our offerings are genuine leather, however...

Many of our customers are asking us to vegan bags an option and currently, we have a plan to make some of our offerings using totally free from animals. With this said, we have to reinforce the fact that our animal hide is sourced from dead animals. We will never kill just for the hide.

For those who are curious about what is vegan leather

Vegan leather is a kind of man-made leather substitute that does not use any animal parts in the making process. We use the term "vegan" to resonate with a special group of buyers who prefer vegan. The material we use is called PU, and it is PVC-free. It represents a small step towards us becoming an environmentally responsible maker.

We have written extensively on the topic of our use of vegan leather. Read it here.

How do we tell if the bag I'm interested in is leather or vegan?

We mention the materials used for every bag that we offer.

This is how we describe for a bag made of genuine leather

This is how we describe for a bag made of vegan leather

Returns and Exchanges

So how many days is your return policy?

You can return all items within 30 days of receipt of your shipment. So take your time in returning them to us. We're pretty confident about our products.

  • If the item is unused and in the original packaging, refunds will be processed very quickly.
  • If you are returning an item that was damaged on arrival, kindly send us some photos at support@mdbm.uk  and we will take good care of you.
  • You are responsible for returns shipping using a tracked service.

What items are non-refundable?

  • You cannot return an item due to normal wear.
  • Clearance sale items are final.

What if I just want an Exchange?

  • You can return an item for an Exchange using the same returns process.

How do I use your Self Service Automated Returns?

  • Our process is fully self service and automated. Using the link below, enter your order number (i.e TF12345) and email address on the link below and click Start a Return.

                      http://returns.mdbm.uk

  • Follow the screen instructions and select the items you want to return 
  • You will get a confirmation email with shipping guidelines from our team.
  • After that, just send us the tracking number using the form we include the confirmation email.

How soon will I get my refund?

  • Once your item is received and inspected, we will send you an email to notify you that we have received your returned item and then process the credit refund using your original method of payment.
  • If your item is in a pretty bad state, we'll communicate with you to understand why.

Do not return items to the Sender of your parcel because our fulfillment warehouse is different from the one used for Returns. 

You can choose between our return addresses as follows:

United Kingdom

ATTENTION: MDBM SKU#XXXXX (the SKU will be given to you using our Self Service Return) MDBM RETURNS C/O DMC Distribution Ensor House, Ensor Way, New Mills, High Peak, SK22 4NQ

United States

ATTENTION: MDBM SKU#XXXXX (the SKU will be given to you using our Self Service Return) 
243 Root Street Suite 400 Olean, NY 14760 United States

You can return your items within 30 days of receipt. If 30 days have gone by since your receipt, we will not be able to offer you a refund or exchange. 

On a case-to-case basis, there will be products which may not be applicable for returns, e.g. Clearance Sale items. In this case, the product sales page will indicate this.

If your item is damaged on arrival, kindly reach us at support@mdbm.uk and we'll resolve the issue with you. Kindly include a photo.

If you find the item unsuitable and wish to return it, you will be responsible for paying for your own shipping costs for returning your item.

How to return

Your item must be unused and in the same condition as you received it. It should also be in the original packaging. You must write to us before returning any items so we can identify your parcel at our warehouse. If you do not, it might delay the processing of your parcel because we cannot identify it in an efficient manner. Contacting us also allows us to ensure it is returned with the required details.

You must email us at support@mdbm.uk for the SKU# before sending any returns.

Do not return items to the Sender of your parcel because our fulfillment warehouse is different from the one used for Returns. 

You can choose between our return addresses as follows:

United Kingdom

ATTENTION: MDBM SKU#XXXXX (the SKU will be given to you using our Self Service Return) MDBM RETURNS C/O DMC Distribution Ensor House, Ensor Way, New Mills, High Peak, SK22 4NQ

United States

ATTENTION: MDBM SKU#XXXXX (the SKU will be given to you using our Self Service Return)
243 Root Street Suite 400 Olean, NY 14760 United States

For Refunds that do not require any goods to be returned:

We refund immediately after our communications in an email. The most common would be you changed your mind and wish to cancel right after your order. If your order has not been shipped, we will be able to issue your refund immediately. 

For Refunds that require goods to be returned:

If the package has been shipped and you decide to cancel while it is in transit, we would advise you to reject/refuse the package for it to return to us. If you’ve accepted the package, you would have to facilitate its return shipping to our warehouse. 

We will refund you within 24 hours or less, once the package is received. When your item is received, we normally check for the correct item being returned and its condition. Most of the time, there are no issues.

What happens after we refund you:

You will receive a notification to the email address associated with your order.

If you have used Paypal, the amount will be reflected immediately in your account. If you used your credit card on your Paypal account, the default settings are the refunded amount will appear in your Paypal account. Otherwise, it will be refunded directly back to your credit/debit card from Paypal, which will take 1-2 working days.

If you had used your credit card directly on our site for the purchase, our refund is immediate at our end but normally it takes 24 hours to register on your card as a transaction because VISA/Mastercard needs to communicate with your bank and they normally reconcile 3-4 times a day only (not immediate). If you need to verify it immediately, you will need to call your bank and ask if such a refund has taken place.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We only pay for the return shipping if the item received is damaged/defective.

Need to return something? It’s okay. As long as your product is eligible for return, you can file for the return form yourself. We understand that these things happen. Here are the steps to get you through the returns process:

  1. Go to http://returns.mdbm.uk/
  2. Enter your Order Number (starts with TF) and Email Address. Make sure you enter the email address you used for your order.
  3. Fill out the questions we ask you there - we’ll mostly ask you what you wish to return, why you’re returning it and the sort.
  4. If you are returning multiple items in one order number, you only need to submit a request ONCE.
  5. Wait for your Return shipping instructions - we’ll send them via email. Please check your spam or junk folder if it's not in your inbox. It’s important to wait for our Return instructions, otherwise, we might not get the item you are returning.
  6. Once we receive your returned item, we’ll then process your refund. We’ll send you a notification once your refund has been processed

For more information about our returns and exchange policy, click here .

Feel you want a different item instead? No worries. You can exchange your order for another one of our products. Here are the steps to get you through it:

  1. Go to http://returns.mdbm.uk/
  2. Enter your Order Number (starts with TF) and Email Address. Make sure you enter the email address you used for your order.
  3. Fill out the questions we ask you there - we’ll mostly ask you what you wish to return, why you’re returning it and the sort.
  4. If you are exchanging multiple items in one order number, you only need to submit a request ONCE.
  5. Wait for your Returns and Exchanges shipping instructions - we’ll send them via email. Please check your spam or junk folder if it's not in your inbox. It’s important to wait for our Exchange instructions otherwise we might not get the item you are returning.
  6. Once we receive your returns and exchanges shipment, we’ll process to send the new ones. We’ll let you know once your new package is being shipped through your original shipping method.

For more information about our returns and exchange policy, click here.

If you haven’t received a refund yet, please check your bank account just one more time before contacting us. Refunds sometimes take some time to be officially processed and appear on your account. We also recommend you contact your bank or financial institution to verify if any refunds are waiting to be credited.

You should definitely contact us if your credit card issuer says they don’t see any refund to process. We definitely need to double-check this.

At this time, MDBM's warranty policy is only available for UK orders

Orders qualified for warranty get 365 days coverage! Our warranty covers manufacturing defects in materials and workmanship. It does not cover damage caused by accidents, improper care, negligence, abuse, misuse, normal wear and tear, normal fading or the natural breakdown of materials over extended time and use.

If your product proves to be defective in material or workmanship within 365 days of use, we will replace the item free of charge. But it does not cover normal wear and tears, damages that naturally and inevitably occurs as a result of normal use. Common causes of wear and tear that would not be covered under the warranty include colors fading, abrasions, stains, wear and tear on inner lining and seams caused by placing sharps objects inside the bag and overloading, and a general breakdown of the materials.

Shipping and Delivery

We have grown very rapidly over the years and now we have offices in USA, UK & Singapore. We have  fulfillment   centers  in the UK, USA, Hong Kong & Shanghai. Depending on what you purchase, we will ship them from these warehouses.

For orders above $65, we currently ship free worldwide. For orders under $65, we charge $5.95.

  • You can self-help by clicking this link
  • You can also click on the Item Shipped email that we send to you to track directly on the shipper's website.
  • You can check on the status of your order at any time by emailing the customer support desk at support@mdbm.uk.

Please note that the tracking will only start to update once it reaches the destination country and enters the system.

For Canada, shipping takes longer than in other countries. The tracking usually starts to update after 15-30 days.

We do our best not to keep our customers waiting too long for their package to arrive. 

Once we receive your order, we would need 1-2 business days (it's usually just 1 business day, really) to work on preparing your order and packing your package. 

Our shipping fee depends on your order value. 

The table below outlines this:

95% of our items enjoy free shipping. If you bought one item that's below $65, the shipping charge that was used to send the item to you is non-refundable.

As for delivery times, it usually takes 3 - 10 business days for orders to US, UK, all of EU, AU, and NZ. 

We also have the following exceptions as to the delivery times:

On weekends or holidays, your package will be shipped out on the next business day. Business days are Monday - Friday. 

Please also note that shipping times can be affected by national holidays, adverse weather conditions, and other issues experienced by the courier that are not within our control. We are not responsible for delays and extra fees incurred due to these events. 

Sometimes for best selling items, when they get sold out very quickly we might ship directly from  our  manufacturing facilities so it may not be from our London and NY  stock points.  These items ship via Royal Mail, USPS,  FedEx  & Luxembourg Mail and all have tracking numbers.

If you have not received your order yet and you've checked it's past this shipping timeline, please check I haven't received my order yet.

In these cases, we recommend getting in touch with the courier ASAP. If your order has been marked as delivered but you haven’t received it, please follow these next steps:
  1. Search around your door for a notice of attempted delivery.
  2. Look around the delivery location.
  3. In order to protect your order from theft or weather, some delivery drivers might leave it around the bushes, in a grill, in a plastic bag, around your porch or another place where it can be protected.
  4. Make sure someone else hasn’t received your package.
  5. It’s also likely a neighbor received your order or a family member that was available in your residence.
  6. Wait 36 hours.
  7. Sometimes shipping companies mark an order as ‘Delivered’ while the package is still in transit. If after waiting this period of time and it still hasn’t turned up, please get in touch with the courier.

If all the above steps were unsuccessful, please send us a message immediately and we'll assist you further.

Please contact the shipping provider. They’ll usually resend your package the next working day, or ask you to pick it up at their offices.

You will need to coordinate with them to arrange a redelivery or pick-up at a schedule that is convenient for you.