Aspinal of London is founded on the fundamental premise of offering our customers the most beautiful objects of unsurpassed quality and design for home & living, created by our designers and each handmade by genuine craftsmen, to bring to you at an affordable price and great value.The range includes:Mens WalletsTravel AccessoriesWedding GiftsMens Leather GlovesLadies Wallets & PursesLeather Photo AlbumsLeather Address BooksJournals & Notebooks
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Is Aspinal of London legit?
Aspinal of London (www.aspinaloflondon.com) has a 3.8 out of 5 rating on OK.one, based on 190 user reviews collected here. It is listed under Events & Entertainment and its reputation is mixed. Opinions are polarized: 69% rate it 4 stars or higher while 27% give 1 star; The business has replied to 22% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-09-04.
What reviewers say
AI generated
Reviewers had a great experience with this company. People frequently praise the exceptional product quality, beautiful designs, and carefully wrapped packages that make unboxing a joy. Purchasers find the items to be top-notch and exactly as described online. Consumers also appreciate the fast, reliable delivery service, noting that purchases arrive promptly and securely.
Additionally, shoppers often describe customer support interactions as helpful, professional, and efficient when resolving queries. Some reviewers were not happy with receiving occasional faulty or damaged items and slow customer service responses. A few people mentioned that getting updates on unresolved issues or getting replacements took longer than expected.
Auto-generated from all reviews of this business. For reference only.
I recently had a query regarding a pre-order item I had ordered. I phoned and got a very helpful assistant who resolved everything for me.
I have shopped with Aspinal for many years and have always received great service.
Reply from Aspinal of London2026-04-30
Dear Moira,
Thank you for your kind words and for your continued support over the years! We're delighted to hear your query was resolved quickly and that you’ve consistently received great service.
We look forward to welcoming you back again soon!
Warm regards,
Aspinal of London
Terrible!!
I tired to place an order on the website, selected the item but the page did not proceed to payment page. Tried using a different browser, also tried to get someone else to place he order but had the same issue.
I finally managed to get hold of someone from their customer service team who placed the order and sent the payment link; 3 days later I had to contact them again to chase, only to find out that the order was stuck and was manually released by their customer service team?! - not sure why this wasn't picked up until I made the contact to chase for an update!
I have ben waiting all day today to get an update to see if they will be able to get next day delivery as this is a present and now it won't arrive on time - no impressed!!!
The worst is that the online chat was connected to agent based in Harrods, who did not respond all morning, when chased in the afternoon, my chat was transferred to Head office.
Not sure if they are worth to be based in luxury stores like Harrods!!
Reply from Aspinal of London2026-04-29
Dear PL
We’re very sorry to hear about your experience and the frustration caused while trying to place and receive your order. This is certainly not the level of service we aim to provide.
So we can look into this properly and assist you further, please could you email our team directly [email protected]
with your order details. We will review this as a priority.
Warm regards,
Customer service Manager.
A
AT · 1 review · Experienced 2026-04-25 ·
★★★★★
Appalling experience - very cheap company
Bought a monogrammed journal for just under £100. Total havoc getting it delivered, 5 days late with no updates from the company. Had to chase as it looked like it wasn’t going to arrive in time before I leave the country for work. Customer service confirmed it wouldn’t arrive via online chat and said it was because it was on pre-order (it wasn’t, I deliberately chose a less favourable colour because it was in stock). The journal then arrives the next day! (Weird but good). I open it and the refillable journal part is all bent and crushed in one corner. I am now furious (it’s 100 quid!) and go back on chat. I go back and forth with a person who is really not up to the job for nearly an hour. I genuinely believed they would do the sensible thing and apologise and replace the notebook bit which is about £20. Nope! They offered a 15% refund first (why would I keep a damaged item?!) and then they agreed I could return the whole thing for a full refund 😂 (it’s monogrammed with my initials and worth £100 - why could they not just send me a notebook that was not damaged and say sorry?!!!!). If I don’t laugh I’ll cry. I should have just not gone for the cheaper option and gone to Smythson (who are exceptional quality every time). Aspinal are not what they seem… how can they send out a damaged notebook, call themselves luxury and then NOT offer to replace the damaged part of the item which costs them PENCE to make?!). Absolutely mad of them.
Update! Called the main store in London and the manager immediately understood and offered to replace the damaged part. She was brilliant. The lesson, I think, is avoid online and only go into the physical store from now on. Very glad I spoke with the manager because without her I wouldn’t shop there again. I will now (but only in person!)
Ordered Wednesday and package was delivered on time and beautifully presented in its gift box on Friday morning. As ever the quality of the product (a medium zipped pouch) was spot on. Fabulous shopping experience! Other retailers could learn a lot from Aspinal.
Reply from Aspinal of London2026-04-29
Dear Mrs Diane Dance,
Thank you for your wonderful review! We're delighted to hear your order arrived so quickly and beautifully presented, and that the quality met your expectations. Your kind words truly mean a lot to us.
Warm regards,
Aspinal of London
The quality of the bags is excellent! I also had an exceptional experience with Bradley in customer service—he was incredibly helpful and communicative. Highly recommend!
Reply from Aspinal of London2026-04-29
Dear Gillian,
Thank you for your kind words! We're delighted to hear you’re pleased with the quality of our bags and that Bradley provided such helpful and attentive service. We’ll be sure to pass on your feedback to him.
Warm regards,
Aspinal of London
Having ordered a special travel set for an important family birthday I needed to ensure I received it on time for the occasion. Speaking to Gaby a couple of times for this purpose was both helpful and reassuring confident that my deadline would be met. I am grateful to her for delivering on time as promised. That friendly personal commitment is worthy of commendation.
Reply from Aspinal of London2026-04-29
Dear Paul,
Thank you for your kind feedback! We're delighted to hear Gaby was able to support you and ensure your gift arrived in time for such an important occasion. We’ll be sure to pass on your lovely words to her.
Warm regards,
Aspinal of London
I had a problem with checkout so contacted customer service, they were understanding and professional. Speedy delivery and I am very pleased with my order. Thank you.
I would highly recommend Aspinal of London.
Reply from Aspinal of London2026-04-29
Dear Elaine,
Thank you for your lovely feedback! We're so pleased our team could assist you with checkout and that everything arrived quickly. It’s wonderful to hear you’re happy with your order.
We truly appreciate your recommendation and hope to welcome you back again soon!
Warm regards,
Aspinal of London
Attentive and prompt customer service. Gaby was extremely helpful in processing the international order.
Reply from Aspinal of London2026-04-29
Dear Tibu,
Thank you for your kind feedback! We're delighted to hear you received attentive and prompt service, and that Gaby was so helpful with your international order. We’ll be sure to pass on your lovely comments to her.
Warm regards,
Aspinal of London
Emily to the rescue!! Emily for the win!! What started out as VERY rocky regarding the shipping holdup of my purchase, Emily’s stellar customer service - and customer retention - skills saved the sale. She was courteous, professional, and extremely helpful, going well beyond what I’m sure is the expectation. So thankful that my problem was resolved so quickly and efficiently by Emily. Great ambassador for Aspinal! And all done through chat and email!
Reply from Aspinal of London2026-04-29
Dear Brian,
Thank you so much for your wonderful feedback! We're delighted to hear that Emily was able to turn your experience around—she’ll be absolutely thrilled to read your kind words. Her dedication and care truly reflect the service we strive to provide.
We’re so pleased everything was resolved quickly for you and really appreciate your support.
Warm regards,
Aspinal of London
Bought 3 bags, 3 purchases over 3 weeks. As a Canadian overseas customer i am disappointed. Had to email customer service about thec2nd irder, sent 2 emails, no response. Tried their online chat regarding my 3rd order, nobody there even though they say someone is online. My order for the black Hudson midi charged me more even after my applied discount than the item costs in total! The price online today in CAD is $1040.00 before tax, they charged me $1175.00 before tax and I cannot reach anyone to be refunded the difference. They absolutely do not car about their customers! They syill have nit shipped myv3rd order even though it should have shipped in 1-3 business days. Overseas buyers beware!
I bought a much-anticipated refillable journal but was very disappointed with the quality. At around 1300 SEK, I had expected something entirely different.
The leather is very thin and has a dry, almost plastic feel to it. The stitching looks cheap, and the edges of the cover are left raw, which gives an unfinished overall impression.
When I raised these concerns, I was simply told that it is “supposed to be like this.” While I understand that design choices can vary, this does not change the fact that the product feels low quality. I am a regular buyer of leather goods and know the difference between well-crafted leather and poor materials—this unfortunately falls into the latter category.
This was particularly surprising given Aspinal’s strong emphasis on craftsmanship and quality. The product does not live up to that promise—if anything, it undermines it.
I love this brand … the understated elegance … their customer service is excellent - the best I have experienced. Nothing is too much trouble. Highly recommended …
Reply from Aspinal of London2026-04-16
Dear Jayne,
Thank you for your wonderful feedback! We're delighted to hear how much you appreciate the elegance of our designs and the service you received. Your recommendation means a great deal to us.
Warm regards,
Aspinal of London
Despite that DHL was delaying my shipment, your team did everything to let them deliver on time before my travel date. Thank you
Reply from Aspinal of London2026-04-17
Dear Nisreen,
Thank you for your kind words! We're so pleased our team could support you and help ensure your delivery arrived in time for your travels.
Warm regards,
Aspinal of London
Does Aspinal of London even have customer service? The lack of response and disregard for a paying customer is unbelievable.
I first emailed on 20 March (over three weeks ago) and have yet to receive any response. I also sent a WhatsApp message on 26/03/2026, which has similarly gone unanswered.
My bag arrived with a defective top handle, yet Aspinal has completely ignored my request for an exchange—despite this clearly falling within their stated policies. They have also failed to respond within the timeframe they themselves promise.
The bag is still under warranty (purchased a month ago), but based on this experience, I have little confidence that this will be honoured either.
In hindsight, I should have read reviews before purchasing, as it appears I am far from the first customer to experience poor customer service.
As a first-time customer, I was genuinely excited about this purchase and had planned to recommend the brand to friends here in Australia, where it is not widely known. Unfortunately, I now have only negative things to say.
If you are purchasing from overseas or are unable to view the item in person, I would strongly advise caution. Based on my experience, there appears to be little support if something goes wrong with your order.
What a disappointment. I liked the designs and could have become a loyal customer, but there are far better brands out there that actually stand behind their products and service. I have unsubscribed from their newsletter and will not be purchasing from Aspinal again.
Reply from Aspinal of London2026-04-15
Dear SD,
We’re truly sorry to hear about your experience and the lack of response you’ve received—this is absolutely not the level of service we aim to provide, and we completely understand your frustration.
Please be assured that this is being taken seriously. Please may we kindly ask you to email into [email protected], highlighting Trust Pilot review and we will be in touch to resolve.
We look forward to hearing from you our sincerest apologies once again.
Warm regards,
Customer Service Manager.
I ordered my bag and it is just the most fantastic design and quality. I just love it. The only thing I’d prefer is silver hardware as I do not like gold but I was prepared to suffer gold because I loved the design too much. I’m not disappointed either. I’m thinking of the same bag now I the pink colourway.i love the dust bag and gift bag etc too!!!!
Reply from Aspinal of London2026-04-16
Dear Lizinoz,
Thank you for your wonderful review! We're delighted to hear how much you love the design and quality of your bag. We appreciate your feedback on the hardware—it’s great to know the design won you over!
Enjoy your beautiful piece, and we hope the pink version might be joining your collection soon!
Warm regards,
Aspinal of London
With the current unstable situation globally I was anxious whether an item I had purchased would arrive in time for my niece’s wedding in Australia. The Aspinal of London customer service was incredibly prompt and helpful and my mind was put at ease when they informed me DHL was the carrier. I was kept informed every step of the way and the item was delivered with days to spare! The item was as beautiful as described and professionally and thoughtfully wrapped ready to present to my niece. I know she will love it! Thank you Aspinal of London!
Reply from Aspinal of London2026-04-16
Dear Misha B
Thank you for your wonderful feedback! We're so pleased we could reassure you and that your gift arrived in time for such a special occasion. It’s lovely to hear you were kept informed throughout and that the presentation and quality met your expectations.
We hope your niece loves her gift—thank you for choosing Aspinal for such a meaningful moment!
Warm regards,
Aspinal of London
I ordered a leather key loop on Monday, it arrived on Wednesday, personalised,beautifully presented.
Really thrilled with it. Excellent service!!
Reply from Aspinal of London2026-04-16
Dear Amanda,
Thank you for your lovely review! We're delighted to hear your personalised key loop arrived so quickly and that you’re thrilled with it. It’s wonderful to know the presentation and service met your expectations.
Warm regards,
Aspinal of London
Incredible customer service. I went to the St James store to buy a small gift. The person I dealt with (Janna) couldn't have been more helpful - picked up the right product from another branch, personalised it while I waited. Beautiful shop and great shopping experience. The product was perfect, too. Recommend!
Reply from Aspinal of London2026-04-16
Dear JMC,
Thank you for your wonderful feedback! We're delighted to hear you had such a great experience in our St James store and that Janna was able to assist you so thoughtfully. We’ll be sure to pass on your kind words to her.
We're so pleased the gift was perfect—thank you for your recommendation!
Warm regards,
Aspinal of London
I’d like to mention how great the customer service has been with the Aspinal team. Such friendly, helpful and understanding people working for this company. I’ve been a customer for a few years now, and I can say from my experience, the brand really does care about their customers and it’s thanks to the team. Each person I spoke to went above and beyond, without question & it goes a long way. I will be a customer for life! Their products are great, but service is even better. They are the prime example of how customers should be treated & valued. A lot of companies can take a leaf out of their book!
Reply from Aspinal of London2026-04-15
Dear Marco,
Thank you so much for your incredibly kind words and continued support! We're truly delighted to hear how much you value both our products and, especially, the service from our team. It means a great deal to know we’ve made such a positive impression.
We’re so grateful to have you as a loyal customer and look forward to serving you for many years to come!
Warm regards,
Aspinal of London
Excellent feedback about shipping delays. Amazing packaging including a handwritten note. Lovely quality workmanship.
Reply from Aspinal of London2026-04-15
Dear Jenny,
Thank you for your lovely feedback! We're delighted to hear you appreciated the communication, packaging, and craftsmanship. It’s great to know the handwritten note added a special touch.
Warm regards,
Aspinal of London
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