Frequently Asked Questions
Order & payment
Select the model, colour and, depending on the model, the strap of your choice, then add your selection to your basket. Choose your delivery method, enter your details and proceed to payment. A confirmation email is sent as soon as your order is validated.
We accept Visa, Mastercard, American Express, Apple Pay, Shop Pay and PayPal. Depending on your country and order amount, you can also pay in 3 interest-free instalments with Alma or Klarna, or in 4 instalments with PayPal. Available options are displayed at checkout. All payments are secure (3D Secure), and TAMMY & BENJAMIN never has access to your full banking details.
Our prices are automatically displayed in your country's currency, and you pay directly in that currency. The amount shown at checkout is the amount you will be charged, with no conversion fees on our side. The only exception: if your card is issued in a different currency from the payment currency, your bank may apply its own fees.
Payment is taken when your order is validated, including for pre-order items. For instalment payments, the schedule follows the terms of the selected provider.
Check your card details, your payment limit, the security verification requested by your bank and your delivery address. Then try another payment method or another browser. If the problem persists, contact your bank or our Customer Service with a screenshot of the error message, without ever sharing your banking details with us.
Contact our Customer Service as soon as possible with your order number. As long as preparation allows, cancellation is free of charge and you are refunded to your original payment method. If you paid in instalments (Klarna, Alma or PayPal), the cancellation is passed on to the provider, which updates your payment schedule: please allow a few days for processing on their side. Once the order has been dispatched, the return procedure applies. A personalised item can no longer be cancelled once the personalisation has been completed.
Contact our Customer Service as soon as possible with your order number. As long as preparation allows, we can change the model, colour, strap, address, email or delivery method (home delivery, pickup point or in-store collection) free of charge. If the change involves an additional amount, you will receive a secure "Complete your order" email from us containing the payment link. If the amount is lower, the difference is refunded. After dispatch, a change of address depends on what the carrier allows. A personalised item can no longer be modified once the personalisation has been completed.
First check your spam folder. If you still can't find the confirmation, or if the email address was incorrect, contact our Customer Service with your name and the date of purchase: we will correct the address and resend your confirmation.
Delivery & customs
We deliver worldwide. Standard delivery is free on orders from €85, and from €500 for Oceania. The options and fees available for your address are shown at checkout.
Preparation and delivery times are shown on each product page and at checkout, depending on your destination. Delivery times are calculated from the dispatch date, not the order date.
Preparation
Orders are prepared and dispatched Monday to Friday:
- In-stock items: dispatched within 1 to 3 business days, plus 3 additional days for a personalised item.
- Pre-orders: the production time is shown on the product page.
During sales, promotions or busy periods, please allow 1 to 2 additional days. Each bag is carefully prepared and delivered in its organic cotton protective dust bag. As soon as your order is dispatched, you receive an email with your tracking number.
Mainland France and Belgium
- Home delivery: free on orders from €85, within 3 to 5 business days after dispatch (express: 1 to 2 days).
- Mondial Relay pickup point: free, within 3 to 5 business days. You choose your pickup point at checkout.
- In-store collection: free at 33 rue de Poitou, 75003 Paris, as soon as you receive the email confirming your order is ready.
International
- Standard delivery: free on orders from €85 (from €500 for Oceania), within 5 to 8 business days after dispatch (express: 3 to 5 days).
- Fees and options: those for your country are displayed automatically at checkout.
- Outside the European Union: import duties and taxes may be charged on delivery (see the question on customs duties).
These times are estimates and may vary depending on the destination, the carrier or customs procedures.
We cannot guarantee a delivery date, but we can help you choose the most suitable option. If your order is urgent, choose an item that is in stock and select express delivery. Then contact our Customer Service, before or just after placing your order, with your preferred date: we will check what is possible for your destination. The date shown in the confirmation email is an estimate.
We mainly ship with Mondial Relay in France, and with FedEx and Colissimo internationally. Other carriers, such as DHL, may occasionally be used. The carrier for your order is indicated in the dispatch email.
Delivery to a Mondial Relay pickup point is available in France and Belgium when the option appears at checkout. Parcel lockers are not accepted by all our carriers: please select only the options offered at checkout.
- European Union: VAT is included, and there is nothing to pay on delivery.
- Outside the European Union: import duties and taxes are not included. They are generally collected on delivery by the carrier (FedEx, DHL), or by the local postal service for Colissimo shipments.
- United States: code USTAXFREE15 gives you 15% off your order to help offset these charges. It is a discount applied to your purchase: import duties and taxes remain payable to the carrier on delivery.
- Middle East: you may be asked for an ID document for customs clearance.
These charges are not refunded in the event of a voluntary return. In the event of a defect or an error on our part, we cover those relating to the replacement shipment.
Your tracking number is emailed to you when your order is dispatched, not when it is validated. If your bag is being prepared or produced, it is normal not to have one yet. If you have not received a dispatch email 5 business days after your order (excluding pre-orders), please contact us.
Express delivery only speeds up transit once your bag has been dispatched. If your order contains a pre-order item, it must first be made: the production time shown on the product page is added to the delivery time. The date shown in the confirmation email is an estimate. To receive your bag quickly, choose an item that is in stock. If the announced time has passed, contact us: we will check the progress of your order and send you an updated estimate.
If your tracking shows your parcel as delivered but you haven’t received it, we first recommend checking the delivery address and reviewing any messages or notifications from the carrier.
If the parcel is still missing, please contact our Customer Care team with your order number and tracking details. We will assist you in clarifying the situation and carry out the necessary steps with the carrier.
If you were out, the carrier may offer another delivery attempt, a drop-off at a pickup point or leave a delivery notice. Check your tracking link for collection deadlines.
If your parcel shows as delivered but cannot be found, check your letterbox, your pickup point and any delivery notices, and ask your building manager or neighbours. Then contact our Customer Service promptly with your order number: we will open an investigation with the carrier.
A parcel may be returned to us following an unsuccessful delivery, an incorrect address or a parcel not collected from a pickup point. Contact our Customer Service with your order number. As soon as the parcel is back with us, we will offer you a new shipment or a refund.
Returns & refunds
You have 14 days from receipt to exercise your statutory right of withdrawal, and an extended commercial return period of 30 days. Contact our Customer Service with your order number.
- During the 14 statutory days: you may examine the item as you would in a store. Excessive handling may result in a reduced refund.
- From day 15 to day 30: the item must be unworn, complete and returned with its accessories, dust bag and packaging.
Yes, returns are possible from all countries.
- Mainland France and Belgium: we provide a prepaid return label on request from our Customer Service.
- Other countries: the return is arranged and paid for by you, except in the event of a defect or an error on our part. Outside the European Union, contact us before sending your parcel: we will send you the "returned goods" customs documents, so that no duties are charged when it arrives in France.
- Archive, Braderie and Vente Atelier / VP items: not eligible for the free return label.
- In store: you can drop off your return free of charge at 33 rue de Poitou, 75003 Paris, with your order number.
Yes, within 30 days of receipt, subject to the condition of the item and the availability of the desired model. Contact our Customer Service with your order number and the model you would like. The new item is dispatched once your return has been received and inspected.
- If it is more expensive: you will receive a secure "Complete your order" email containing the payment link for the difference.
- If it is less expensive: the difference is refunded to your original payment method.
If your order has not yet been dispatched, the change is free of charge.
Track your return parcel using the tracking number on the label. We confirm receipt by email after inspection. The refund is made to the payment method used for the order:
- Statutory withdrawal: within 14 days of your request. This may be deferred until we receive the item or proof of its dispatch.
- Commercial return: within 14 days of receipt and inspection of the item.
The amount refunded may differ from the total paid: return shipping costs from abroad, non-refundable customs duties, or a deduction for excessive handling. The breakdown appears in the refund email. Your bank may take a few extra days to process it. If the refund has not appeared 10 business days after our confirmation, please contact us.
Contact our Customer Service upon receipt, with your order number and photos of the parcel, the item and the shipping label. Keep the packaging. Depending on the situation, we will arrange, at our expense, the dispatch of the missing item, a replacement, a repair or a refund. For international shipments, customs duties on the replacement are also covered by us.
Our bags
Each model is designed for everyday life, but its uses vary according to its size and design. Each product page shows the dimensions, weight, interior layout and capacity of the bag.
Check them to make sure your essentials will fit (laptop, water bottle, large phone, book…) and to choose the model best suited to your needs. Can't decide between several models? Our Customer Service will advise you based on your habits and what you carry.
Depending on the model, the strap supplied with your bag is either included (described on the product page) or chosen when adding to basket from:
- the short leather strap (61 cm);
- the metal chain (115 cm);
- the thin adjustable strap (2 cm wide, adjustable from 90 to 120 cm);
- the wide adjustable strap (4 cm wide, adjustable from 90 to 120 cm).
Additional straps are sold separately. Check the compatible models on each strap's product page, or ask us for advice before purchasing.
We take great care to ensure our photos are accurate. Slight differences in shade may nevertheless appear depending on the lighting, your screen settings and the natural variations of the leather. Our marbled and embossed leathers are hand-brushed: slight variations in texture, shade or finish are normal and make each piece unique. On request, we can send you photos of the bag being worn or taken in daylight. If in doubt on receipt, send us a photo. You have 30 days to return your item.
Several of our models come in different sizes, from the most compact (Nano, Mini) to the largest (PM, MM, then GM). The exact dimensions and capacity of each size are shown on its product page: compare them before choosing, especially if you carry a laptop or a water bottle. Can't decide? Our Customer Service will advise you, and you can exchange for another size within 30 days.
We do not use any exotic leather: our croc and lizard effects are embossed leathers, worked and brushed by hand. Our materials are sourced in Italy from tanneries and manufacturers renowned for their craftsmanship, most of them LWG-certified, and chosen for their beauty, feel and durability. The material of each bag is specified on its product page.
Designed in Paris, our bags are handmade in small batches in our partner workshops in Florence. Each piece is checked in the workshop, then given a final inspection in Paris before dispatch. We work with LWG-certified tanneries and plan our production to limit overproduction. Slight variations in grain or shade from one piece to another reflect the natural character of the leather.
Yes: you can add your initials (2 letters) to a selection of models, with 3 additional days of preparation. When the option is available, it appears on the product page. Please check your entry carefully before confirming. Once the personalisation has been completed, the order can no longer be modified or cancelled, and the item cannot be returned for a simple change of mind, without prejudice to your statutory rights.
Some models and colours are regularly restocked, while others are limited editions. Activate the "Notify me" alert on the product page to be informed first. Some models are also available for pre-order. For a model that no longer appears on the website, contact us: we will tell you whether it is still available and suggest alternatives.
We do not offer wallets, but we have two card holders:
- JAMIE: 14 × 8 cm, 5 compartments for cards, receipts and folded banknotes.
- CARDY: 10 × 7 cm, ultra-compact, designed to slip into our Totes and Pouches.
Leather is a natural material that requires a few precautions:
- avoid rain, heat, direct sunlight and abrasive rubbing;
- protect your bag from cosmetics, perfume and colour transfer from dark clothing;
- if it gets wet, gently blot the moisture with a dry cloth, without rubbing;
- if your bag has suede parts, such as the side panels of the ALEXIA, waterproof them every 2 to 3 months with a suitable spray;
- when you are not using it, store it in its dust bag, away from moisture.
Sensitivity varies depending on the leather and its finish.
Warranty & repairs
Our bags benefit from the 2-year statutory guarantee of conformity and a 1-year commercial warranty against manufacturing defects. The commercial warranty does not cover normal wear and tear, accidental damage, or improper use or care. Vente Atelier / VP items are excluded from it, but remain covered by the statutory guarantees.
If you experience a problem, even after several months of use, contact our Customer Service with your order number and photos. We will offer you an appropriate solution: repair, replacement or another applicable remedy. For wear and tear or accidental damage, our repair service takes over.
The warranty covers manufacturing defects, but does not apply to normal wear and tear, improper use, or accidental damage.
In particular, the warranty does not apply in the following cases:
- Normal wear and tear from regular use of the bag,
- Accidental damage (impacts, falls, stains, exposure to water or heat),
- Improper use or unsuitable care,
- Items from the SECONDE VIE collection.
Boutique
We welcome you at 33 rue de Poitou, 75003 Paris, every day from 12 pm to 7:30 pm. You can discover the proportions, materials and different ways of wearing our creations, guided by our team. The selection varies depending on models, colours and deliveries. To try a specific model, contact us before your visit so we can set it aside for you.
Yes, in-store collection is free at 33 rue de Poitou, 75003 Paris. Select it when placing your order online, then wait for the email confirming your order is ready before coming in. You then have 30 days to collect it. If you cannot come within this period, contact our Customer Service to arrange a solution.
Yes, for eligible purchases made directly in our boutique by customers residing outside the European Union, upon presentation of the required documents. Our team will assist you with the formalities. Final validation takes place with customs when you leave the European Union. Tax-free shopping does not apply to online orders.
Gifts, account & contact
You can have your order delivered directly to the person of your choice: simply enter their address as the delivery address. No price appears in the parcel. We do not offer gift wrapping, but every bag is delivered in its protective dust bag. We can include a gift message in the parcel: write to our Customer Service with your message just after placing your order. Your invoice is sent to you on request. For an invoice in your company's name, enter the company name and billing address when ordering, or send them to our Customer Service. If the gift is not quite right, it can be returned or exchanged within 30 days.
The gift card is sent to you by email, with a code to enter at checkout. It is valid for 1 year, both on our website and in our Paris boutique. If your order exceeds the card balance, you can pay the remainder with another payment method. In the event of a return, the amount paid by gift card is credited back to the card or refunded as store credit.
Sign up using the form at the bottom of every page: you will receive 10% off your first order of €130 or more. Remember to check your spam folder. Only one code can be used per order: codes cannot be combined with each other or with current offers. If your code is not working, check its validity, the minimum purchase amount and whether the items are already discounted. You can unsubscribe at any time using the link in our emails.
Our team will reply within 1 business day to any question about our creations, an order, a delivery, a return or a repair:
- Email: cs@tammyandbenjamin.com
- Phone: +33 1 40 56 05 39
- WhatsApp: every day from 10 am to 7:30 pm (Paris time)
- Instagram: @tammyandbenjamin
For any order-related request, please include your order number.
You do not need an account to place an order. Creating one makes it easier to find your details and purchases. An order placed without an account can be found in your confirmation email or through our order tracking page. If you have forgotten your password or have trouble logging in, follow the steps in your customer area or contact our Customer Service.
You can update some of your details from your customer account. For any request to access, correct or delete your data, or to delete your account, contact our Customer Service. Requests are handled in accordance with applicable regulations and legal retention obligations.