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FAQ

 

Orders

To make a purchase, simply ‘Add to Cart’ for the selected item.

Review the item(s) in your cart by selecting ‘Cart’ link at the top right of the page.

You can edit the quantity or remove products from your shopping cart.

Click on 'Checkout' to complete your order.

An order confirmation and receipt will be sent to your email.

To add an item, simply create a new order with the additional item and let us know in the notes sections that you would like to combine this order with your previous one.

To change/cancel your order, please drop us an email at greetings@gnomenbow.com as soon as possible. We will not be able to do so if the order has been shipped, but will advise on the next steps.

Payment

Credit Card (Visa, MasterCard and American Express)

Hoolah (Buy now, pay later in 3 interest-free installments)

Atome (Buy now, pay later in 3 interest-free installments)

Pace - (Buy now, pay later in 3 Interest-free Instalments)

FavePay - 5% instant cashback (Singapore & Malaysia Only)

PayNow / PayLah / PayAnyone / GooglePay (Singapore Only)

At the top right corner of the page, you can toggle the prices between SGD, USD, GBP and EUR.

All price stated are inclusive of sales tax.

Shipping

SINGAPORE 

1. Standard shipping (5 - 7 business days) : FREE

2. Express shipping  (3 - 5 business days) : S$15

3. Self-collection at Gnome & Bow Headquarters (1 - 3 business days) : 

421 Tagore Industrial Ave,Tagore 8 #02-05,Singapore 787805

Mon to Fri (10.00am - 6.00pm)Operating hours: Monday to Friday (10:00am to 6.00pm)

Mainline: +65 6265 9027 

Whatsapp: wa.me/6562659027

Kindly await our notification before heading over.

 

INTERNATIONAL 

Standard shipping : FREE for orders above S$250

Fees depend on the volumetric weight of the product and the final destination. We typically charge S$30 for small accessories (wallets/bracelets) and S$80 for bags.

Within Asia : 10 - 15 business days

Outside Asia : 10 - 15 business days

*Shipping fees EXCLUDE any taxes and duties that are required upon delivery. These are the sole responsibility of the recipient. Please remain contactable so as to expedite shipment when our shipping company contacts you.

We ship to over 237 countries around the world.

Alternatively, you can visit our retails stores in those countries. You can find them here.

Exact shipping charges are automatically calculated at the Checkout page at the time of checkout and will depend on the shipping location chosen.

As soon as your order has been shipped, we will send you a confirmation email with tracking details. 

Once orders have been processed and sent out, an email confirmation with a tracking number will be sent to you. We work only with reputable courier companies who will be able to assist with tracking your order.

However, please understand that we are not responsible for delays due to unforeseen circumstances or force majeure.

Should you face challenges with tracking your order, feel free to reach out to us at greetings@gnomenbow.com and we will do our best to assist you. 

Please email us at greetings@gnomenbow.com immediately and we will try our best to help you out.

Exchanges & Returns

Exchange Eligibility

All Gnome & Bow products purchased from us or an authorised retailer can be exchanged within 7 days from the purchase date. Personalised products cannot be exchanged.

All products must be returned unused, unwashed and be accompanied by the original hangtags. The assessment on whether the product qualifies for an exchange is left at the full discretion of Gnome & Bow.

Goods exchange is only allowed for item with same or higher values. Top up the difference (if any) is required if item is of higher value. Any difference for item exchanged with lower value will not be reimbursed.

Proof of purchase must also be provided in order to make an exchange. Please provide this in your email to us.

Kindly note that all final sale items (40% off and above) are not eligible for exchange or return.


Exchange due to defects

Once exchange eligibility is verified, there are 2 ways to proceed with the exchange:

          • Exchange at our Flagship Store located at 421 Tagore Industrial Ave, Tagore 8, #02-05, Singapore 787805. We operate Mondays to Fridays, 10:00am - 6:00pm.

          • Courier exchange. We will cover this charge.


Exchange due to change of mind

Once exchange eligibility is verified, there are 3 ways to proceed with the exchange:

         • Exchange at our Flagship Store located at 421 Tagore Industrial Ave, Tagore 8, #02-05, Singapore 787805. We operate Mondays to Fridays, 10:00am - 6:00pm.

         • Ship it using your preferred courier.

         • Courier exchange. For your convenience, we can send a courier your way at the following charges:

               ◦ Singapore:

                    ‣ Bags: 10 SGD (1-way)

                    ‣ Small accessories: 6 SGD (1-way)

               ◦ International: (Duties to be borne by the customer and are excluded in the charges below)

                    ‣ Bags: 80 SGD (1-way)

                    ‣ Small accessories: 30 SGD (1-way)

At this time, we are unable to accept returns.

Please reach out to the store where you made the purchase to enquire on their return policy.

Warranty & Repairs

Gnome & Bow offers a limited one-year warranty that guarantees all products to be free of defects in material and workmanship starting on the date of purchase from us or an authorized retailer.

Our warranty does not cover damages that result from misuse, abuse of the product or accidental damage. It does not cover regular wear and tear or damages such as abrasions, scratches or fading.

Warranty is automatically voided if any modification, change or alteration has been made to the product.

Products discounted at 40% and above off regular price are not covered by our warranty policy.

Warranty applies only to products purchased from our webstore and authorised retailers. Registration is automatic for webstore purchases. For purchases made with authorised retailers, please register your warranty here - bit.ly/GB_WarrantyForm

Please submit your request for repair or exchange here: bit.ly/GNB_RepairExchange

You will be required to provide the following:

1. A detailed description of the defect

2. A clear picture documenting the affected area

3. Proof of purchase

After inspecting and confirming that the defect lies in our material or workmanship, we will, at our discretion, either repair or replace your Gnome & Bow product at no charge to you. Do note that all costs of transportation involved in the repair or replacement of the product shall be borne by the customer.

For exchanges: 1 to 2 weeks
For repairs: 4 to 8 weeks depending on repair cycle

Yes. If the nature of damage to the product is not covered by the warranty or the product warranty has expired, we will still be able to repair your product for a nominal fee.

Please submit your request for repair or exchange hereKindly send the following to:  greetings@gnomenbow.com:bit.ly/GNB_RepairExchange

You will be required to provide the following:

1. A detailed description of the defect

2. A clear picture documenting the affected area

3. Proof of purchase

All repair requests will have to undergo an assessment process to determine if the product can be repaired and the costs related to it. Do note that all costs of transportation involved in the repair of the product shall be borne by the customer.

Depending on the complexity of the repair, our team will advise you accordingly.

Online Account

Create your account here.

Registering for an account allows you to : check out faster, review your past order history and save address information.

It is also required for you to enjoy the benefits of BIG BAD REWARDS.

Sign in to your account here and you will be able to edit your account information.

Simply navigate to the login page here. Click the ‘Forgot your password?’ link and submit your email address associated with your account. Follow the instructions within your email to reset your password.

BIG BAD REWARDS & Newsletter

Enjoy $10 sign-up bonus, up to 10% cashback, birthday gift cards and priority access to sale and new launches. Membership is free and lifetime.

Sign up for BIG BAG REWARDS here.

Subscribe:

Create an account here and check the “Subscribe to Our Newsletter” box.

Unsubscribe:

Each one of our emails comes with the option to unsubscribe at any time. To unsubscribe, click the unsubscribe link found at the bottom of the email.

Resubscribe: 

If you do not have an account with us, create an account here and check the “Subscribe to Our Newsletter” box.

If you have an existing account with us, click here to resubscribe to our newsletter.

Personalisation

Yes, we offer this service for most of our leather products. Kindly take note that our personalisation is done by hand , hence slight discrepancies and imperfections are expected. Such discrepancies or imperfections are not eligible for exchange or refund.

Personalisation service is available only for purchases made on www.gnomenbow.com.

Read our Personalisation Guide.

Shop our Personalised Leather Goods.

This service is extended on a case by case basis and would require you to drop by our flagship via an appointment. Kindly reach out to us at greetings@gnomenbow.com.

For a more seamless experience, we strongly recommend purchasing personlised products on www.gnomenbow.com.

Personalised products are made to order. Hence they can not be returned or exchanged.

RFID Protection

RFID stands for Radio-Frequency Identification. The chip-based technology is used by many industries in many roles and is often used in credit cards or passports to store personal information, which can be transmitted to an RFID scanner.

RFID theft (often referred to as skimming) is when someone uses a scanner to read and duplicate the personal information from someone’s RFID enabled items (such as credits cards and passports) without their knowledge, resulting in credit card fraud and identity theft.

Read our RFID Guide

Shop our RFID Leather Bags & Wallets Collection

RFID enabled credit cards display a radio wave symbol while RFID enabled passports display a chip symbol.

A special material designed to block RFID signals is included in our  RFID wallet lining. While your cards or passport are wrapped inside that material, a scanner will not be able to read the information inside.

Read our RFID Guide

Shop our RFID Leather Bags & Wallets Collection

Material Information & Care

We use full grain cow leather from USA & Italy.

Learn more about our Premium Materials.

Over time and use, full grain leather evolves with its interaction with sunlight, moisture and the natural oils from our hands, much like how human skin becomes tanned in sunlight or more supple when moisturised. Eventually, a rich and lustrous patina forms that is unique to the user, usually shinier and deeper in colour than before. This is when it is most prized.

We only use full grain leather in our products, the best grade available after the cow hide is split. Full grain leather is the upper most layer of the cow’s hide (not top-grain) and visibly shows the natural grains and creases, much like the pores and pigmentation of human skin. Nicks and scratches also tell the story of the individual hide. Though imperfect, we believe it best brings out the unique, robust and living character of leather.

Over time and use, full grain leather evolves with its interaction with sunlight, moisture and the natural oils from our hands. Nicks and scratches also subside, just like how our skin can heal. Eventually, a rich and lustrous patina forms that is unique to the user. This is when it is most prized.

We use a variety of different leathers to suit different needs and preferences. (Learn more about our types of leathers)

Some leathers are more naked and delicate in nature and hence are less scratch resistant than others as they are likely to have less protective layers. This is more so especially when the leather is new. Other leathers are also treated with waxes and oils that make scratches more pronounced as part of the “natural, rugged look”

Nonetheless, like how human skin can heal, scratches will subside over time and use. Eventually, a patina will form that acts as a natural protective layer, making it more scratch resistant.

Leathers come originally in a natural colour like that of our skin, hence they go through a dying process to give it its desired colour. While all our leathers are colour fast, meaning they will not run with rubbing and daily use, their colour might run when in damp and warm conditions over prolonged periods of time.

Keeping them on you or in your pocket on a hot day for a long periods or having them in wet conditions is not advisable. We advise allowing them to air in cool and dry conditions when possible. When not in use, store them in cool and dry conditions.

For minor stains, dab with a damp cloth, then polish with leather cream. If in doubt, please seek professional cleaning services.

Cotton canvas will fade naturally with use to reflect a unique vintage patina with varying degrees depending on usage. During use, avoid excessive rubbing with light coloured fabrics as colour transfer may occur, especially in wet conditions.

For minor stains, dab with a damp cloth, then polish with leather cream. If in doubt, please seek professional cleaning services.

Creases may form on nylon during with use or placed under pressure. These creases can be smoothed by ironing the area using low heat and with a damp cloth cover placed over the iron. Do not iron on directly.

A damp cloth and mild soap should work to remove most dirt and stains simply by wiping. Once the dirt has been lifted, be sure to wipe down the entire bag quickly in order to avoid getting water spots on the fabric. If in doubt, please seek professional cleaning services.

Keep bracelet away from water and perfume to maintain its condition and prevent discolouration.

Avoid over stretching the bracelet, as it may cause it to snap.

Gift-Packaging

All Gnome & Bow products are packaged in either a box, dust bag or envelope. We also offer complimentary greeting cards to pen a personal message.

Learn more about our Gift Packaging

Product Information

Our products are designed in Singapore with leathers sourced from the USA and Italy, and hardware from Japan.

Our wallets fit all international currencies* in the following formats:

Notes (Unfolded entry, unfolded stored): Long Wallets

Notes (Unfolded entry, folded once stored): Passport Wallets, Small Wallets, Bifold Wallets

Notes (Folded once, then stored): Passport Holders, Cash Card Holders

Notes (Folded twice, then stored): Card Holders


*Due to the variance in dimensions for different currency denominations, we base the above information on $100 notes in SGD, USD, GBP and EUR.

The size of passport booklets normally complies with the ISO/IEC 7810 ID-3 standard, which specifies a size of 125 × 88 mm (4.921 × 3.465 in). This size is the B7 format. 

B7 notebooks fit perfectly in our passport wallets.

Exceptions that DO NOT comply with ISO/IEC 7810 ID-3 standard include the old German passport ,which measures 130 x 96mm (5.118 × 3.780 in).

Due to the lighting used during photo shoot or the monitor's display, some colour discrepancy is expected. 

For a more accurate view of the product, we invite you to visit our stores or request for more pictures and videos via greetings@gnomenbow.com.

For most bags, we are unable to alter the length of the strap.

The exception is for leather stud straps that come with the following bags:

D’ryna Handbag (Hyperlink)

Constance Saddle Bag (Hyperlink)

For the above, you can request for modification of the strap either before or after purchase (up to 6 months). Let us know in the notes section upon checkout. Alternatively, kindly write in to us and we will advise you accordingly.

Please note that strap modification takes 3 working days. This service is chargeable at 28 SGD.

E-gift card

You can purchase Gnome & Bow e-gift cards here.

For a tactile experience and gifting purposes, physical gift cards with a personalised message are also available at an additional $5.

Gift cards are valid for 1 year from the date of purchase.

To use our e-gift card, simply key in your e-gift card code during checkout.

Our e-gift card can only be used on www.gnomenbow.com

Any unused value of the gift card cannot be carried over to subsequent purchases.

Social Responsibility

Fuelled by the love for storytelling, Gnome & Bow is an active advocate for literacy and creative development in youths, supporting and promoting global and local campaigns like World Book Day, Book Aid International and National Reading Movement. Like Einstein, we believe that imagination is greater than knowledge, and would like to foster that through storytelling.

Gnome & Bow product materials are carefully selected from responsible sources in USA, Italy, and Japan. Our craftsmen are treated with respect, paid fairly and work in safe and conducive environments.

Our packaging is meticulously considered with sustainability in mind. We reduce wastage by designing for purpose and producing only what we need. We strive for reusability – book boxes become discreet storage on your book shelf, paper bags become your flower vase and home decor, bag dust bags become grocery shopping bags. We use recycled materials where possible.