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FAQ

Bag Spa, 80 Caledonian Road, N1 9DN, London

  • Monday – Friday from 11 am to 7 pm
  • Saturday from 12 pm to 4 pm

You can either visit our store or send your items to us. Please include all your address, contact details and the service required in the parcel, as well as the indicative current value of your items (for insurance purposes).

The standard service time is around 4 weeks as we are focused on quality and not on speed and generally we experience a high demand for our service. In some cases we may offer a priority 1 week service for cleaning and other less advanced services. On the other hand, complex restoration and dyeing services may take more than 4 weeks in some cases.

Our pricing depends on the amount of work required and the materials we use. Item condition, size, type, materials and specific requirements all impact the final price. Handbag cleaning services are £79-£119 on average and restoration services around £199 or more.

Upon detailed inspection of each item we confirm the service specifics and pricing. At that point you can accept or reject the offer and in the later case we will send your item back to you.

We respond to most emails within 2 hours during our office hours and within 12 hours hour outside our working hours. If you haven’t heard from us within 24 hours, it most likely means our message went to your spam folder. Kindly please check and in case it’s not there please contact us again.

All orders are insured against any possible damage, loss or theft. We also offer additional insurance from DPD for up to £5,000 coverage. Additionally, all items shipped via couriers are tracked and all items reaching our store are photographed and documented.

We offer a standard 3-month warranty on our services, subject to normal use and other external factors, such us new damage.

  • – Kindly please advise (via email) the address, date, your phone number, and a 5-hour time slot when the courier can come and pick the parcel up (Mon – Fri 9am – 6pm)
  • – In case of a business address, kindly please add the company name and detailed instructions for the courier how to locate the parcel
  • – Please add your details inside and our company details on top, just in case (Bag Spa, 80 Caledonian Road, N1 9DN, London)
  • – Please let us know the indicative current value of your items (for insurance purposes)
  • – We offer a standard insurance (£500 coverage). If you would like additional insurance with £5,000 coverage (provided by DPD) the cost is £7 each way (for collection and for return delivery), hence £14 combined.

Please pack your items safely so that they are well protected against any accidental damage. It may be a good idea to use bubble wrap or other protective cover and subsequently placing and item inside a box or bag and wrapping it with an adhesive tape for additional protection. Please also follow any guides regarding international shipments.

We cover the collection and return costs for all orders exceeding £80 for England, Wales and most parts of Scotland. For orders below £80 the charge is £10. For all other territories and for other countries the collection may not be possible, but we can still send your items back to you via DPD, also internationally. We can provide specific quotes upon request.

We accept cards and cash in our store. For remote payments, we use bank transfers. Please note you are only asked for payments once your items reach our store and we confirm the service details and pricing with you. In the rare event we are not able to provide the agreed work, we will refund your payment. Once we receive your items we review them and provide you with our services confirmation and an order number.

You can pay remotely using the following bank details. Please use your order number as a payment reference:

Account name: WHITE CITADE
Sort code: 40-07-31
Account no: 82315696

Please note we ask for the payment upfront, as this way our services are being insured. We currently accept cards and cash in-store only.

We can restore patent leather, however, there are some limitations to this service. We can advise more precisely on case by case basis.

We clean, restore and brush suede. The process is usually accompanied by colour revive in order to bring your item close to the original look.

Yes, we can restore all types of leather. However, the exotic type of leather usually requires more work and hence the service price may be a bit higher than for natural grain leather.