Frequently asked questions: – Henrietta Spencer

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Frequently asked questions:

Frequently Asked Questions Regarding Our Straw Basket Bags:

What materials are used to make your straw basket bags?

Our straw basket bags are handcrafted from high-quality natural materials, primarily straw, rattan, and other sustainable fibres. We also use eco-friendly materials and finishes to ensure that our bags are as environmentally friendly as possible.

Are your straw basket bags handmade?

Yes, all of our straw basket bags are handmade by skilled artisans. Each bag is a unique piece of art, crafted with attention to detail using traditional techniques.

Ordering and Shipping

How can I place an order?

You can place an order directly on our website. Simply browse our collection, select the bag you like, add it to your cart, and proceed to checkout. If you have any issues, our customer service team is here to help.

Do you ship internationally?

No, we only currently ship to the U.K.

How long will it take to receive my order?

Orders are typically delivered within 3-5 business days. Delivery times vary based on your location and the shipping method chosen at checkout. You will receive a tracking number once your order has shipped.

Can I send this bag as a gift?

We will never include anything in the order that states the price of the product. 

We also offer a service where we can write a personalised note/card for you for free: Just send us your order number and the note you wish to include to info@henriettaspencer.co.uk 

Style and Design

Why is my bag slightly smaller/bigger than the one I purchased before?

All of our bags are handmade, so each straw bag is slightly different in shape and size. 

Why does my straw bag have a lip/step at the top/bottom of the bag?

All of our bags feature a slight step on the top rim and base, where the weave is joined by hand. It is impossible for us to get this straight, without using machines. All traditional straw bags posses this feature, which is why each handmade bag is so unique. 

Are our tote bags fully lined? 

All of our tote bags have a piece of strong fabric cut individually to size and then sewn into the rim of the bag, allowing a zipper to attached. The inside of our tote bags are not fully lined.

Returns and Exchanges

What is your return policy?

We offer a 15-day return policy. If you are not completely satisfied with your purchase, you can return the item within 15 days of receipt for a full refund. Items must be unused and in their original condition. Please refer to our Returns Policy page for more details 

How do I initiate a return or exchange?

To initiate a return or exchange, please contact our customer service team with your order number and reason for return. They will provide you with instructions on how to proceed.

Care Instructions

How do I care for my straw basket bag?

To keep your straw basket bag looking its best:

  • Avoid prolonged exposure to direct sunlight to prevent fading.
  • Keep it dry and avoid contact with water.
  • Clean it gently with a soft brush or cloth to remove dirt and dust.
  • Store it in a cool, dry place when not in use.

Read our full guide to caring for your straw bag here: Caring for your Basket Bag

Can I use my straw basket bag in the rain?

We recommend avoiding exposure to water as it can damage the natural fibres and shape of the bag. If your bag does get wet, blot it gently with a dry cloth and allow it to air dry completely.

Contact Us

How can I contact customer service?

You can reach our customer services team member Louise by emailing info@henriettaspencer.co.uk