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Customer Services

 

We hope you are delighted with your JEM + BEA changing bag and we always welcome any feedback you would like to give us. Please email us at info@jemandbea.com

If you have any queries about your order or our products, please email us at customerservices@jemandbea.com

We will respond to you within 24 hours Monday – Friday 9.00am to 5.00pm

For press enquiries, please contact Dominique Hughes at press@jemandbea.com

Company number 09309501 
VAT Registration Number 215 2445 38
Registered in England

Caring for your Jem + Bea bag

Here at Jem + Bea we source premium quality materials for all of our products. We are passionate about showcasing the natural beauty and characteristics of the materials we use, particularly in the case of leather. We see any weathering as part of the charm and story rather than damage and think that a few marks here and there make our products look loved. However, to keep your purchase looking it's best, we do have a few tips:

Leather

Our leather skins have been tanned specifically for your product and all have different characteristics. Over time you may see creasing or colour changes, all of which are natural features of leather. Some wear and tear of the leather in more vunerable areas such as corners and handles is to be expected. If leather is consistently exposed to harsh light, the product may experience some fading so we recommend that you store your product in it's box or protective dustbag when not in use. 

Even though our leather bags are made with a protective finish to minimise water damage, leather is a naturally permeable material and can never be entirely waterproof. However, it's a good idea to further protect your bag with a good quality waterproofing spray. We recommend Collinil Waterstop spray. Spray evenly several times over the bag and allow to dry naturally.

Should your bag get very wet we would suggest that you dry it with a clean soft cloth and leave it to dry naturally, loosely packed with paper (though not newspaper), to avoid any creasing or rippling of the leather.

To keep your leather Jem + Bea bag in tip-top condition we recommend using a good quality leather conditioning cream, it's a bit like a moisturiser for your bag and keeps the leather soft and supple. Apply a small amount of conditioner and rub gently in a circular motion with a soft clean cloth, you only need to do this every 6 months or so.

Metallic Leather Finishes

Metallic finishes are very delicate and may wear a little over time and particularly when worn with dark fabrics or in wet/humid conditions.

Nylon

Our nylon is the strongest we could find and will be showerproof. However, we recommend keeping nylon products away from excessive heat and water. Over time, creases may appear, which is a natural characteristic of the fabric. 

Canvas

Our canvas is the most durable that we can find, but it's still a good idea to keep it away from heat and damp. Some colour transfer may also occur if rubbed continously. 

We would advise cleaning the outside of your nylon or canvas Jem + Bea bag with warm soapy water and a clean soft cloth. Use a mild soap and test an inconspicuous area of the bag beforehand. Clean gently, removing any excess moisture with a dry clean cloth. Then leave your jem + Bea bag to dry naturally in a well-ventilated area. Never use artificial heat to dry your bag as htis can cause permanent damage and always let any water spillages dry naturally. 

Packing, Straps and Mats

Whilst our bags are designed to carry all the items you will need to take your little one out and about, overloading your bag may result in unnecessary stress on the straps and zips and may also lead to the shape of your bag becoming distorted. Take care not to overfill your bag. 

The fabric on the crossbody straps used on our leather bags are 100% cotton. Being a premium natural material, some bobbling over time is to be expected.

Our changing mats are safe to wash in a washing machine at 30 degrees on a gentle spin cycle i.e wool or delicate cycle only. These should then be hung/line dried only.

We guarantee* our bags against any manufacturing defects for 12 months from the date of purchase.

Unfortunately we cannot replace or refund a defective item if you don’t have proof of purchase or the bag wasn’t bought from an approved stockist (eBay is not an approved stockist).

If you have any queries about your order, our products or would like more information, please email us: customerservices@jemandbea.com - our Customer Services advisor will be happy to assist you.

*Please note that our warranty does not cover damage caused by improper care, accidents, normal wear and tear, or the natural breakdown of materials (i.e. zipper wear, Velcro wear, etc). 

**Purchase of any Jem + Bea products from a NON AUTHORIZED dealer, including Ebay voids all product warranties.


Photography Credits

Product Photography by Alan Harbord Photography 
www.ahpphoto.co.uk

 

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