Customer Care

From Our Hands To Yours

We celebrate thoughtful design, exquisite detailing and uncompromised quality. Each Georgia Jay piece is handcrafted from premium Italian leather from our open studio in Auckland, New Zealand. 

There may be slight variations in texture from one item to the next, and these minor distinctions give our pieces character and make them truly special and one of a kind. Due to the nature of leather, each hide varies in tones, textures and unique characteristics which we embrace and celebrate.

Leather Care

Our leather is of premium quality and the surface has been well protected so your bag is good to go. Avoid using your bag in the rain, however if it does get wet, allow it to dry naturally. You will likely want to clean your bag in order to retain the appearance of this item. For general cleaning of the surface, we recommend using a gentle leather leather cleanser or face cleanser with a little warm water and gently wiping the surface of your bag. If staining has occurred on your bag and is not able to be removed with a general clean, we advise seeking a specialty cleaner who specializes in leather. 

Finishes and protective products can be applied to leather to make them water-resistant or waterproof. However, it’s worth noting that covering the surface of the leather can dull the look of the bag. 

Suede Care

Suede is a type of leather that is made from the underside of animal skin, giving it a luxurious velvety texture and a soft and silky feel. Suede is also more delicate than other types of leather and requires special care to maintain its quality and appearance. Proper cleaning and maintenance are crucial for suede handbags to prevent stains, water damage, and discolouration. 

So that your premium suede handbag remains as beautiful as the day it was bought, we recommend you safely store your bag in the provided dust bag when it's not in use. A special suede brush, can remove small traces of dirt and marks, and help keep the surface clean. To give the suede a brighter appearance as well, use such a brush and follow the suede grain with little, gentle movements. 

Make sure you protect your suede from water. Water not only stains the suede but also alters the grain pattern. Therefore, it is crucial to avoid wet weather and never to use a water-based cleaner. If you do however get your bag wet, let it dry naturally. 

If stains have become impregnated into the suede we recommend you take your suede bag to be professionally cleaned by a leather-cleaning expert.

Finishes and protective products can be applied to suede to make them water-resistant or waterproof. However, it’s worth noting that covering the surface of suede can take away some of the lustrous fibres and texture.

Warranty

We make bags to love and to last. We offer a 12-month manufacturing warranty on all of our products. If a Georgia Jay product is deemed faulty (by Georgia Jay) we will repair, replace or exchange the item within 12 months of the purchase date. To ensure a long life of your bag. General wear and tear is not considered a manufacturing fault and that will fall under our repairs and servicing services.

Repairs and Servicing

Accidents happen and if your bag has been damaged due to general wear and tear it can be upsetting. Email us with any concerns and we can assess the issue, advise a course of action or offer repair services, specialised to each specific issue. 

A general service after a lot of use can ensure a much longer life for oyur bag so please get in touch if you would like to service your well-loved bag.

For all repairs and servicing enquiries please email hello@georgiajay.com. You will need to send or drop the bag back to our open studio for an assessment and you will receive a quote based on the service required. All postage expenses will be at the expense of the customer.