I bought a heloise second hand a few days ago and it stank of cigarettes. I followed the advice on here and put baking powder inside and around the bag. The smell has gone but now the leather appears to be cracking and creasing. I have used the apple leather care conditioner but Im not sure if it's helping or making it worse.
I spoke to customer services and tbh, they were not very helpful. The first lady I spoke to asked if I checked the care card that came with the bag. When I told her that I had, she said that she was stumped. She then put me through to after sales and I was put on hold for 15 mins! When they finally picked up, I explained the problem and she said that I should use a certain balm (I looked it up and it is discontinued!) I asked if it was ok for a Heloise and she said, "I guess...leather is leather" She also kept calling the bag the Halo bag rather than heloise!
I have bought Lord Sheraton balm on the suggestion of other Chloe girls and I will see how it goes.