Contact Us | Leather & Down
Our customer support team assists US customers with product inquiries, material swatch requests, bespoke orders, and white-glove delivery coordination.
For immediate response regarding order tracking, product specifications, or payment options, use our AI Support Assistant located at the bottom right corner of the website. It provides real-time access to our frequently asked questions database 24 hours a day, 7 days a week.
How to Help Us Serve You Faster
To help our team resolve your inquiry as quickly as possible, please include the following details when reaching out:
- Existing Orders: Please provide your full name, email address used at checkout, and order number.
- Transit Damage or Defect Claims: Please include your order number along with clear photographs showing the product issue as well as the outer shipping packaging and shipping labels prior to any assembly, as outlined in our returns and refunds policy.
- Alaska and Hawaii Shipping Quotes: Please list the specific product codes and quantities you wish to order along with your full delivery address so we can calculate an accurate custom freight quote.
- Bespoke and Trade Inquiries: Please share your project details, required dimensions, or commercial brief so our trade team can assist you directly.
Helpful Self Service Resources
Many questions can be answered immediately by visiting our dedicated website guides:
- Learn how to maintain solid mango wood, genuine leather, and bouclé fabrics on our aftercare guide page.
- Review our flexible 4 installment payment options on our finance page.
- Understand our ordering, shipping, and claims guidelines on our terms and conditions page.
- Learn about our brand origins, sustainable wood sourcing, and ethical workshop standards on our story page.
Customer Support Hours
Our online store is open 24/7. Our support team is based in the UK and available Monday through Friday, 8:00 AM to 6:00 PM UK time (GMT/BST), excluding UK public holidays. We occasionally review urgent inquiries outside these hours.
WhatsApp (AI Assistant): Chat instantly 24/7 for quick answers. If you need human help, leave your name, email, and details in the thread. Our team reviews chat logs and follows up via email within 2 business days.
Email & Contact Form: Submit your inquiry below (include your order number if applicable). We respond by email within 2 business days.
Phone / Voicemail: Due to time zone differences, we cannot always answer live. Please leave a voicemail with your name, email, and the reason for your call, and we will follow up by email within 2 business days.
Our customer care number, email address and contact form.