Question 1

Where are you located at?

Accepted Answer

We are located inside our sister shop, Gracious Aires, at unit #02-08/08A, Raffles City Shopping Centre, 252 North Bridge Road, Singapore 179103. You can reach our shop desk line at 6337 6616 to enquire on directions to get to us.

Question 2

What are your opening hours?

Accepted Answer

Our shop is open every day from 10.30am - 10pm, including Public Holidays. Our online enquiry channels operate from 10am - 6pm on weekdays and Saturdays, and are closed on Sundays and Public Holidays.

Question 3

Are you able to appraise and authenticate handbags for sale?

Accepted Answer

Because we are focused on bag repair & restoration spa services.    Appraisals and authentication are not in our area of expertise. However, we do know a number of appraisers and would be happy to connect you with them if needed!

Question 4

Do you accept orders internationally?

Accepted Answer

Yes, we accept orders from all over the world! Unfortunately, due to customs regulations, all international shipping and return delivery will be borne by our international clients and we must ask that you check with your nearest post office to advise you on the shipping rates and arrange from your location.   Do note that you may incur additional costs due to varying customs and import taxes levied by each country. As we are unable to advise the exact amount this may be, please check with your local customs.

Question 5

Do you complete urgent orders?

Accepted Answer

Customers in special circumstances may request for an order to be completed urgently for an additional express fee.

Question 6

How does your service work?

Accepted Answer

1. Contact us via our WhatsApp Hotline at +65 9487 0688 with photos and information of your actual item. If you know exactly what you’re looking for with our services, please let us know so we may suggest the best approaches to get you there. 2. Receive an estimate quote based on comparable past cases. These may be based on factors that can include type of service, size of item and methods of restoration. Once confirmed, we can arrange a pick up for your item(s).   3. Alternatively, you may book an appointment with us to drop by our shop at Raffles City to receive a quote following the physical assessment with our in-store specialist.

Question 7

Can I speak with your sales associate on the phone to inquire about your services?

Accepted Answer

We would love to, but unfortunately, we are unable to accept any calls due to the high volume of inquiries.    It would be great if you could share photos on our WhatsApp Hotline +65 9487 0688 where our online specialists will assist in providing service advices and estimated quotes.

Question 8

How do I get a quote?

Accepted Answer

Reach out to us on our WhatsApp Hotline +65 9487 0688 with photos of your item(s) for online assessment. Our online sales team will send you a estimated quote detailing any services you specifically requested as well as recommended services for your item.   Sometimes photos do not accurately represent the item’s actual state, hence when you bring it down to our shop, quotes may be subjected to change and our in-store specialist associate will personally advise you on the actual cost following the physical assessment. For more than 3 items, we can arrange for an on-site assessment at the comfort of your own home.

Question 9

How long do online assessments take?

Accepted Answer

Our online assessment service aims to get back to you within 2 – 3 business days.

Question 10

Servicing of Items

Accepted Answer

Due to overwhelming volume, we may not be able to keep you updated on the progress status of your bag. Rest assured we exercise upmost care and will get in touch once your items are ready for collection.

Question 11

Where is the work completed?

Accepted Answer

Our studio and office is located in Singapore and consists of separate departments for leather repairs, alterations, dyeing, and restoration work. Our unique set up ensures that each aspect of an order is attended to by a specialist and all items are carefully processed and managed on-site.

Question 12

Who will be handling my item?

Accepted Answer

Our team of experienced artisans with unique specializations in areas of leather restoration and repairs will be tasked with handling your items. For items that require a wide range of services, your item will likely be attended to by a multitude of specialists to ensure standards in quality and craftsmanship are met.

Question 13

How long will my item take?

Accepted Answer

We provide an estimated duration for the different types of services, which could vary from the actual duration taken. Any add-on requests or servicing on the item will lead to a longer waiting duration.    Most of the items that come to us have been used, and in some cases, are in very well-worn conditions. Hence, during mid-process, there is the possibility that we might discover issues that weren't apparent initially, and we will update with solutions for your consideration. Just take note that any add-on requests or servicing of the item will lead to a longer waiting duration.

Question 14

Can you repair or restore my leather items back to their original condition?

Accepted Answer

Our repair and leather restoration services are always completed with the goal of returning your items to the best condition possible. It is important to note that leather differs from other materials in that it develops its own unique character over time and your items may never look identical to factory-like condition. As such, our services always aim to rejuvenate, refresh and bring a new lease of life to your items.

Question 15

What to expect during an on-site assessment?

Accepted Answer

For on-site assessment, our assessor will carefully inspect your item to check for any possible defects and discrepancy contrary to the information and photos we have received from our conversation online. Any uncovered issues will be communicated clearly and reflect on the actual quotation.    Once a mutual agreement has been established based on the actual cost following the physical assessment, you will receive an e-invoice/receipt via email or WhatsApp.   Your items will be collected by a member of staff and sent to our studio to begin working on.

Question 16

Can a family member or friend pick up or drop off my order?

Accepted Answer

If you have arranged for another person to pick-up your order, we require proof in the form of receipt or text evidence.

Question 17

How can I check my order status?

Accepted Answer

Customers are sent an SMS, WhatsApp and/or email notification on the completion of their order.    You will be provided with notification updates including our after-sales support messaging link to check for the status at any stage of your order. To check item status, enquiries for collection, delivery or on any other anomaly of your items returned from servicing, you can reach our After-Sales Support line at this link https://api.whatsapp.com/send?phone=6580285311 and text us your Ref-Code for verification.

Question 18

Do I need to schedule an appointment?

Accepted Answer

Our workshop operates on both online-scheduled pick up appointment and walk-in at our store at Raffles City.   For overseas customers, you may reach us via postal or courier arrangements.

Question 19

What happens after my item is picked up for assessment?

Accepted Answer

Once your items arrive at our workshop studio, our specialists will conduct a physical assessment report (may take up to a week) to ensure your goals are well-understood.    In the meantime, if applicable, our specialists will be in touch with you to provide any further advice or recommend services not previously quoted that can further improve your item(s), for your consideration.    Once all the services and quotes are agreed upon, we will begin servicing work.

Question 20

What are your pick up times?

Accepted Answer

Our courier service only operates on weekdays and Saturdays with pick up windows between 9.30am – 1pm and 2pm – 6pm.

Question 21

Can I drop off my bag at the studio myself?

Accepted Answer

Due to security and privacy reasons, we do not allow walk-ins or drop-offs at our studio. We apologize for the inconvenience, but the safety of our clients’ handbags is our highest priority! Our studio is only limited to our employees, visitors are not allowed near the premises. Please visit our shop at Raffles City instead.

Question 22

I’ve booked my appointment for pick-up, now what?"

Accepted Answer

You will receive a confirmation of your scheduled pick-up. You may also receive a reminder shortly before your scheduled time. Your items will be collected by our in-house transport team. Once your items reach our studio, we will confirm receipt of your item and conduct an assessment. Within 3 business days, we will update you on any other service options that can help to further improve the condition of your item. You can approve and decide each of the services you would like to proceed with. Upon confirmation of all the agreed services, we shall start processing your item for you.

Question 23

How does your pricing work? How is pricing determined?

Accepted Answer

We determine pricing on a bag-by-bag basis, taking the customer’s overall goals into heavy consideration. We aim to be as transparent as possible with our pricing which can vary depending on the amount of time required, cost of materials sourced-on-demand (where materials are sourced only when or as they are required) and the complexity of the work. As every job is unique, we do not have a price list.    Please let us know exactly what you’re looking for with your service so we may suggest the best approaches to get you there.

Question 24

When and how do I pay?

Accepted Answer

We will provide you with a comprehensive quote for your item(s). Once agreeable, you will be required to pay 100% upfront to approve your quote and the work to commence. We will send you an invoice via WhatsApp messaging or email.   Payment can be easily arranged via PayNow, PayLah, digital bank transfer, or Google Pay. Please note that this invoice will also include the reference code for your collection or return delivery.

Question 25

Why can’t I receive a fixed cost for inquiring about your services after sending photos or a video clip of my item?

Accepted Answer

There are exceptions when you may or may not receive the actual cost of our services through an online assessment. Sometimes photos/video do not always reflect the actual condition of your item accurately. Small changes in lighting under different devices can make your item look completely different. Other factors may include the lack of information, right angle shots or poor image/recording quality received.

Question 26

Do you offer discounts for multiple bags?

Accepted Answer

Get 5% discount if youu have more than 5 items to be serviced!    Purchase our loyalty gift membership program to enjoy big savings for your luxury bags and shoes!

Question 27

What If You Damage My Items?

Accepted Answer

Please note that upon receipt, we will photograph each of your items. We will also make note of any existing damage and the general condition they arrive in and communicate this in your assessment. Please read this carefully and let us know if you are in disagreement as soon as possible. Kindly go through our terms of use and disclaimers before acceptance of collection.

Question 28

Do You Guarantee Your Work?

Accepted Answer

We exercise utmost care in processing items entrusted to us and use such processes, which, in our opinion are best suited to the nature and condition of each individual item. Nevertheless, we will not assume responsibility for any inherent flaw or defect that is/are not readily apparent prior to proceeding with our service. We have no way of knowing what your item comes in contact with or how it’s used once it leaves our care and that may impact the work we had done.

Question 29

Accepted Answer

If you’re a retailer interested in setting up a brand account with HC simply reach out to us. Before creating an account, we suggest visiting our shop to learn more about our services and to make sure we’re a good fit.   Some of the benefits of setting up a brand account with HC are as follows: – Live order tracking – Correspondence with our specialist associates via our CRM platform – Discounted rates for our services

Question 30

Can You Restore Exotics?

Accepted Answer

Yes, we regularly work with crocodile, alligator, elaphe (water snake), python, ostrich, lizard and many others.

Question 31

Do you dry clean leather handbags and jackets?

Accepted Answer

No. Dry cleaning is contrary to what leather requires to maintain it’s suppleness, colour and durability. Leather is a porous material meaning any stains need to be extracted with specialised cleaning agents. During the cleaning process, the fibres must also be treated with nourishing formulas to prevent the leather drying out. Dry cleaning essentially dehydrates leather, making the fibres more brittle and prone to breaking.

Question 32

Can you remove oil stains, water marks...?"

Accepted Answer

Water marks, oil, alcohol stains cause discolouration of the leather, thus necessitating a re-dyeing procedure. Dye or Ink stains also usually require colour refinishing / dyeing.

Question 33

Can you remove the odour / musty smell from leather?

Accepted Answer

A musty smell typically indicates mould growth on leather. We can reduce mould and leather odour with either restorative cleaning methods, cleansing and disinfecting or through refinishing / dyeing the leather. A refinishing process is usually our recommended solution for complete mould removal as the dye essentially kills the fungus and restores the condition of the leather.

Question 34

Can you dye my bag to a different colour?

Accepted Answer

We have a very firm policy against dying handbags in complementary colors.   Complementary colors may also be called "opposite colors", creating the strongest contrast for those two colors. In our opinion, there just isn’t a truly professional way to change the color of a handbag once the leather has been tanned and assembled in the original production. Changing the color can also sometimes create authenticity issues for certain brands. As a restoration company, we feel a responsibility to protect the integrity and authenticity of all brands that we service.    On a bag-by-bag basis, analogous colors are recommended when it comes to changing the color, this means the color grouping has similarities. Our specialist associate will advise you on the color scheme types that have close relationships to one another.

Question 35

Can you remove stains from a patent leather bag with just cleaning?

Accepted Answer

Unfortunately, we cannot! Staining on patent leather tends to penetrate through the top coat, making it impossible to remove through surface cleaning alone. Only solution is to re-dye and re-coat the leather.

Question 36

How long does a spa service last?

Accepted Answer

A spa service will not make your bag look new forever—the finishes applied will age similarly to how the leather did originally. You can extend the life of your handbag with careful carrying and proper storage.   Although leather is very durable, it is not indestructible. Exposure to heat, humidity and improper care or cleaning can crack and dry leather skin and it's edges, remove finishes and colours. Leather goods should be cleaned and conditioned every 6-12 months depending on how much it’s been worn in that time. So it needs to be maintained and moisturized – to keep leather moisturized, you should apply a suitable cleaner and/or conditioner regularly; you should also make note of the heat and humidity levels of our tropical climate which can cause leather to peel and crack.

Question 37

Will the texture of my bag change after pigments have been applied?

Accepted Answer

Sometimes there can be a compromise between texture and aesthetics with restorations, but we always do our best to find an artful balance while keeping the leather as soft as possible. Changes in texture are determined by severity of wear and how much pigment needs to be applied. We will always let you know what to expect during your consultation!

Question 38

What do you mean by bespoke service?

Accepted Answer

At HC we use the term bespoke to describe the tailored and personalized approach we expect our craft artisans to follow for each order. This includes design, material / leather selection, engineering and finishing. While we offer bespoke services, it is important to emphasize that we are not a factory and workmanship will reflect handmade leather craft.

Question 39

What can I expect from cleaning service?

Accepted Answer

Our cleaning and polishing services are recommended for hygiene andmaintenance purposes only. Our cleaning and polishing services are targeted at reduction of stains or scratches only. Stains are effectively removed only if treated immediately upon the incident.

Question 40

Will mould removal services completely remove mould stains?

Accepted Answer

For mold removal services, it is recommended for hygiene purposes only and not for mold stains removal. There are some cases in which stains have become part of the fabric or leather can be permanent. There is no guarantee of a 100% removal of mould STAINS.   Continual attempts will cause dye loss or damage to the fabric/ leather, known as chafing or fraying. Our restoration services are recommended for aesthetic improvements.

Question 41

Covid-19 Safety Measures

Accepted Answer

We will continue to operate under strict hygiene & safety protocols during this circuit breaker. All our staff have daily temperature screening, wearing masks at all times and hands are sanitized. This is to ensure that we prioritize customers safety and well being.   We have taken measures to minimize contact and practice safe distancing measures by offering free pick up and delivery service at your convenience, on-site cleaning service for your sofas and cars.

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