Whilst we have an extensive FAQ section below, sometimes it's just better to chat to somebody directly. We also understand that not everything will be covered in this section. If you'd like to get in touch with us, don't hesitate to call our friendly, Sussex-based team on 01273 929021. We're always here to chat about any questions or issues you may have and we're open Monday to Friday from 9am-5:30pm BST.
If you need to get in touch with us outside of the office working hours, please feel free to send an e-mail to firstname.lastname@example.org, stating the nature of the question and/or issue in the subject line. We'll aim to get back to all e-mails within 24 hours. (But you can expect to hear from us on the same working day.)
For those of you who like the old-fashioned pen and paper technique, please feel free to send a letter to: Greenwich, Unit 3 Woodingdean Business Park, Sea View Way, Brighton, BN2 6NX. (Whilst we'd love to say we also offer service via carrier pigeon, there's only seagulls down this way.)
Why are you called Greenwich?
The inspiration for Greenwich is the *Royal Observatory at Greenwich in London (51.4778° N, 0.0015° W). Founded by Charles II in 1675 to improve navigation at sea, the site marks the official starting point for each new day, year and millennium and led to the development of Harrison’s H4 marine timekeeper. The Observatory is set in the grounds of the beautiful Greenwich Park next to the River Thames, if there’s anything more quintessentially English then we don’t know what it is.
*Although we confess to having had one roving eye on New York’s fantastic Greenwich Village (40.7339° N, 74.0011° W).
You say you use the finest leathers available – how do I know they’re any good?
Greenwich is the case we have wanted to make for twenty years. In designing them, our team was asked to choose the best materials without considering costs. We worked out that by selling direct to customers, we would be stripping out the substantial margins which big retailers need, keeping the prices sensible.
So why aren’t they cheaper?
Because of the materials and the quality of workmanship (which will inevitably lead to a higher number of rejects) a Greenwich case was never designed to be cheap. But, when you hold it in your hand or put it next to a similar product from a luxury brand, we’re confident you’ll see that it offers excellent value – and that the money went into the product and not the marketing.
Where do you source the leather?
After travelling the continent in search of the perfect leather, we finally found the finest quality hide that Europe has to offer in rural South Germany. It’s a bull hide so fine, it’s even used by one of the most exclusive car manufacturers in the world.
Which products can I engrave?
As all of our products are crafted in the same leather, they’re all available for personalisation. If you want to add to a name, message, quote or favourite lyric to the inside or outside of your case, you can.
Can I return a case once I’ve engraved it?
We’re really sorry but, as you might expect, this is one of those awkward occasions when we have to say no to a customer – once you etch it, you own it. If you’re not sure, we suggest you buy the case without etching it. If you’re not delighted with it, we can then refund or replace and, if you are delighted with it, you can always send it back to us and we’ll etch it for you.
Do you offer a made-to-order service?
Yes, we can create any bespoke design that you have in mind. Whether it's case for a high-end gaming tablet or a wallet constructed in Alcantara, we'll provide a free quote for the design. Prices start at £200. See our bespoke help page for more information.
Can I return a made-to-order product?
Unfortunately, we are unable to offer returns, refunds or exchanges on any bespoke products as the item is made-to-order. Please note that all bespoke enquiries are treated as non-committal and all quotes are free of charge. Please ensure that you are happy with your design and have requested all information you need prior to agreeing the sale.
Where is my order?
To check the status of your most recent order, please click on the link provided in the dispatch e-mail we sent you.
If you order has been dispatched please see our Delivery options and charges section for our estimated delivery times. Although usually accurate, these shipping times are approximate so delivery may sometimes take a little longer than expected. We like to ask you to please wait at least five working days beyond your expected delivery date before contacting us, in case your products have been caught up along the way with the shipping service.
Where can I view my order history?
If you’re a registered Greenwich customer, you may check the status of your recent orders by logging into your account and going to ‘My Orders’.
How can I cancel my order?
If you wish to make changes to or cancel your order prior to dispatch please call our Customer Services team on 01273 929310 with your order reference number and email address so that we have the best chance of intercepting your order. If it is outside of UK office hours (Monday to Friday, 9am to 5:30pm GMT) please leave us a message with your order details and we will act upon your message first thing – if you could please speak slowly and as clearly as possible so that we don’t miss any of your details, our ears will be very grateful.
Where will you ship to?
Greenwich ships all over the world; we’ll deliver to the UK, Europe, North & South America, Africa, Asia and Oceania. Unless you’re living in a remote island in the middle of the ocean, or residing in Antarctica, we’re pretty sure we’ll be able to get your parcel to you.
How much is shipping?
At present, Greenwich offers free shipping on all orders to the UK over £40 and just £5 for under – and that’s pretty speedy delivery, too. If you're ordering from outside of the UK, shipping is just £10.
Ok then, how long will delivery take?
All UK orders are shipped via UPS , If you’ve ordered to a UK address, you can expect your item to arrive within 1 working day.
All orders to Europe will take 5-7 working days. Orders to America, Asia or Oceania should arrive within 7-15 working days and are shipped via Royal Mail International Tracked.
Will my order arrive the next working day if I’m ordering from the UK?
If you place an order before 2pm BST, your order will arrive with you the next working day. Any later, and it’ll be the following working day.
I want to return my order – how do I go about it?
To return an item, please enclose a note giving us your reason for the return, wrap the package securely and send it to the address below.
Unit 3 Woodingdean Business Park Sea View Way Brighton BN2 6NX GB
Please ensure that you return your item(s) to us within 30 days. If you’ve received a defective product, please provide a description of the fault and return the defective item to us in its original box (if any) with all accessories included. This returns policy does not affect your statutory rights.
To keep you informed and save you having to chase us, we’ll send you an email once we’ve processed your return. We try our best to do this within five working days of receiving your parcel. If you have asked for a refund, we’ll email you automatically so there’s no need to contact us. If you’ve asked for an exchange, we’ll get your returned product to you as soon as we can. Please include the following information with your return, if you’ve lost the order slip:
- Order reference number
- E-mail address used to place the order
- Delivery name used to place the order
- A daytime contact telephone number (with country/area dialling code)
- Details of why you’re returning the item to us
How long do I have to return my order?
If you’re unhappy with your order and you’d like to return the item(s) to us, you have 30 days to do this. Please ensure that you package your order appropriately and return the unused items to us. If you’ve received a defective product, please provide a description of the fault and return the defective item to us in its original box (if any) with all accessories included.
The item I wanted is out of stock, is it coming back in?
As you can imagine, not all products will be stocked forever, however the current Greenwich collection is designed to transcend the seasons and we plan to have this core collection available for as long as possible. At present, any items marked as ‘Out of Stock’ will be coming back to the website. If you’re really keen on something though, please pop us an e-mail at email@example.com stating the item you’re after and we’ll try to get up-to-date ETA information to you and/or notify you when the product is back in stock.
Are there any promotions running on the site at the moment?
From time to time, Greenwich will offer customers discounts or special offers against certain products. If you’re interested in hearing about these offers, we suggest you sign up to our newsletter.
Do you have a store near me?
Greenwich doesn’t operate in bricks and mortar stores; you’ll only ever see Greenwich at our website – www.greenwich.design. After 20 years in the industry, we know how much you have to sacrifice when it comes to margin, so by keeping our products exclusively online, we’ve taken out all of that headache and kept our products’ quality at the heart of our brand.