Aspinal of London - Reviews and experiences

re-dispatch that week and a small shipping credit. They kept me in the loop instead of me having to chase, which honestly made the difference. Delivery arrived a few days later, neat and no damage. Not perfect — a little note for the driver would’ve helped — but customer service owned it and fixed things. If you order from them, double-check your address and be ready to call; you might be pleasantly surprised like I was.

I tore into the parcel on my lunch break and honestly, the first thing that hit me was the leather — soft, a bit glossy, smells like proper leather, not that fake stuff you get sometimes. The colour looked different from the online photo at first glance, but once I had it in my hands it grew on me. The case fits snugly, the zipper slides smooth and the tools inside feel solid and weighty, not toy-like. I’d ordered it as a gift and the stitched initials made it feel personal right away. I did worry because I’d had one or two bad experiences elsewhere with mismatched photos, but this time the overall quality calmed me down. Using the clippers and file was easy, the grip is comfortable and the little pouch keeps everything tidy in my bag. Took a minute to warm up to the shade, but I’m really glad I kept it — looks classy and actually gets used. Friendly surprise, would recommend if you like a well-made, pocket-friendly set.

the strap is much shorter than stated and it doesn’t work if you’re any bigger than a UK 8. I sent that one back (tracking shows they got it a day after I posted it) and ordered a different style which actually arrived and is fine for my daily commute and quick grocery runs. So product-wise, one bag works, one didn’t. The real problem has been the refunds process. I’ve been stuck in this loop of automated replies telling me to wait “10 business days” — over and over — and it’s now well past that. It’s a small brand blip that feels sloppy for a place with a decent name. I liked the replacement, but the customer service/returns side needs sorting; that part left me frustrated rather than reassured.

soft leather, tidy stitching, and the initials they embossed look classy. The snag was the colour — site said Cognac brown and what turned up was a bordo-y red, kind of a feminine tone, which threw me off. I emailed customer service with photos and got a short reply that there was nothing they could do, that the colour “matches” their screen…felt like a bit of a brush-off. Because I’d had it personalized I couldn’t return it, fair enough, but still annoying since the ad was misleading. In the end my partner actually liked the red, it’s being used and it keeps the tools neat. Not perfect and support could be better, but the product does the job and the finish surprised me in a good way.

I was pretty taken the moment I opened the little box my husband gave me. The Mother of Pearl feels cool and smooth in the hand. It’s light but solid, the hinge clicks nicely and the pattern on the lid catches the light in a way that makes me want to turn it over, again and again. Inside, though, there was a slightly discoloured patch on the lid lining. I emailed on Boxing Day to ask if that’s normal and sent a photo. That kicked off a long back-and-forth involving automated replies, a handful of reminders from me, and eventually a return form that wouldn’t submit — no matter how many times I tried. It was frustrating, and I admit I was annoyed; customer service took their time and the process felt overly complicated for international returns. Still, I use the box every morning for my vitamins because it’s just lovely to hold. I’ve had smoother return experiences elsewhere, so that left a bit of a sour note. But as an object, it’s beautiful and practical, and I keep going back to it even with the memory of the hassle.

I'm done with this brand. I paid extra for nice-looking gifts and ended up feeling like I’d bought disappointment in a box. I remember tearing into the parcel, thinking "yay, checked that off the list," and then—nothing. No ribbon, no tissue, just naked items tumbling around. So that was the first slap in the face. Then I pull out what was supposed to be a decent makeup carry case and it’s laughably tiny — like a coin pouch that could maybe hold a single lip balm, if you squint. The website photos made it look roomy; the reality was... not. That gap between expectation and reality is what really got me.
I’ve been a repeat customer for years (since 2013, which makes the current mess more disappointing), and I didn’t expect to be treated like I was asking for trouble. I called the day the package arrived, explained everything to a rep who said they’d escalate it and someone would get back to me right away. Radio silence. So I sent a firm email a few days later saying I needed a reply within 24 hours — not rude, just direct. It’s been longer than that, and still nothing. If you want to feel ignored by an expensive brand, here’s a way to do it.
Some of this is practical: double-check dimensions, don’t trust a pretty product photo alone. And a little personal note: if you pay extra for gift wrap, expect at least a bookmark of honesty. For anyone considering them — be cautious, ask questions first, and maybe keep receipts and screenshots. I did enjoy the idea of buying small luxuries for friends, and that little thrill is why this stung more than it should have. There’s still a sliver of hope they’ll sort it out, but right now I’d rather shop at places where staff actually pick up the phone and follow through.