Shipping & Delivery
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We offer worldwide shipping for all our products. Orders typically require 1-2 business days for processing before shipment.
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Shipping costs vary depending on your location and the size of your order. You can view the shipping cost at checkout before completing your purchase.
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Yes, once your order has been shipped, you will receive a tracking number via email.
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Yes, we provide expedited shipping options for customers who require faster delivery.
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Shipping times vary depending on your location and the selected shipping method. Typically, orders within the UK may take 1-3 business days, while international orders may take 5-10 business days for standard shipping.
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We partner with reputable courier services such as Royal Mail, DHL, FedEx, and UPS to ensure reliable and efficient delivery of your orders.
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Yes, we offer free shipping on orders over £99. Please note that this offer applies to standard shipping within eligible regions.
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Unfortunately, we cannot guarantee specific delivery dates as they are subject to courier schedules and transit times. However, you can track your order using the provided tracking number for estimated delivery updates.
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We apologise, but we are unable to ship to PO boxes or military addresses (APO/FPO) at this time. Please provide a physical address for delivery to ensure successful shipment of your order.
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If your package is lost or significantly delayed beyond the estimated delivery timeframe, please contact our customer support team for assistance. We will work with the courier to resolve the issue and ensure the timely delivery of your order.
Order Queries
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If you need to modify or cancel your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request, but please note that once an order has been processed and shipped, we may not be able to make changes.
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If your order has not arrived within the estimated delivery timeframe, please reach out to our customer support team for assistance. We will track your order and provide you with updates on its status.
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You can check the status of your order by logging into your account on our website and navigating to the "Order History" section. Alternatively, you can track your order using the tracking number provided in your shipping confirmation email.
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Unfortunately, we are unable to add items to an existing order once it has been placed. If you would like to purchase additional items, please place a new order separately.
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Unfortunately, we cannot guarantee specific delivery dates as they are subject to courier schedules and transit times. However, you can track your order using the provided tracking number for estimated delivery updates.
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At this time, we do not offer gift wrapping or personalised messages with our orders. However, we strive to provide a seamless shopping experience, and your feedback is valuable to us.
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If your package is lost or significantly damaged during transit, please contact our customer support team immediately. We will work with the courier to resolve the issue and ensure the timely delivery of your order.
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f you need to change the shipping address after placing your order, please contact our customer support team as soon as possible. We will do our best to update the shipping address, but please note that changes may not be possible once the order has been processed and shipped.
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After successfully placing your order, you will receive an order confirmation email containing your order details. If you did not receive an email confirmation, please check your spam or junk folder. If you still cannot locate the confirmation email, please contact our customer support team for assistance.
Product Queries
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Yes, our bags are manufactured using waterproof fabrics and coatings, combined with water-resistant Aquaguard zippers for added protection against the elements.
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Absolutely, our bags are designed to withstand light to moderate rain thanks to their waterproof materials and seam-taped construction. However, please note that they are not submersible and we will not be liable for any damage caused by submersing your bag.
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To maintain the waterproofing of your bag, we recommend spot cleaning with a damp cloth and mild detergent as needed. Avoid machine washing, as it may affect the integrity of the waterproofing materials.
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Our products are responsibly manufactured in our Bluesign® factory located in Jakarta, Indonesia.
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Our fabrics are responsibly sourced from Bluesign® textile manufacturers in Korea, Taiwan, Indonesia, and China, chosen for their quality and sustainability.
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Yes, our fabrics are Bluesign® certified, ensuring they meet strict standards for environmental and worker safety throughout the manufacturing process.
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Bluesign certification ensures that products meet rigorous standards for environmental and worker safety, focusing on resource efficiency, consumer safety, and reduced environmental impact.
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Each product varies by design. Check the individual product pages or reach out to our team if you're unsure.
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All of our bags are carry-on compliant with major airlines, excluding those where a 'personal item' is concerned. If you're unsure, refer to the size specifications found on each product page, which can be cross-referenced against each individual airlines policy to confirm compliance.
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Yes, we offer corporate branding services for bulk orders. Please contact our customer support team for more information and to discuss your specific requirements.
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Our products are packaged using environmentally friendly materials whenever possible, reflecting our commitment to sustainability throughout the entire product lifecycle.
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No, recycled fabrics can be just as strong and durable as virgin fabrics, if not more so. Our recycled fabrics undergo rigorous testing to ensure they meet our quality and durability standards, providing you with reliable and long-lasting products.
Payments
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We accept various payment methods, including credit/debit cards, PayPal, and other secure payment gateways.
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Yes, we prioritize the security of your payment information and use encrypted connections to protect your data.
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For security reasons, we do not store your payment information. All transactions are processed securely through our payment gateway providers.
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Unfortunately, we currently do not support split payments using multiple payment methods. Please choose one payment method at checkout.
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Payment declines may occur for various reasons, including insufficient funds, incorrect card details, or security checks by your bank. Please double-check your payment information or contact your bank for further assistance.
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Your payment will be processed immediately upon completion of your order. Please note that it may take a few days for the payment to appear on your bank statement, depending on your financial institution's processing times.
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At this time, we do not offer payment plans or installment options. All orders must be paid for in full at the time of purchase.
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Yes, you can use a gift card or voucher as payment during checkout. Simply enter the code provided on the card or voucher in the designated field at checkout.
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For security reasons, refunds are issued via the original payment method used for the purchase. If you no longer have access to the original payment method or it has expired, please contact our customer support team for assistance.
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After completing your payment, you will receive an order confirmation email containing details of your purchase. If you did not receive an email confirmation, please check your spam or junk folder. If you still cannot locate the confirmation email, please contact our customer support team for assistance.
Warranty
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Yes, all our products are backed by a warranty against defects in materials and workmanship.
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The warranty period varies depending on the product. Please refer to the specific product page or contact our customer support team for details on the warranty period for your item.
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Our warranty covers defects in materials and workmanship under normal use and conditions. It does not cover damage caused by misuse, accidents, or unauthorized modifications.
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If you believe your product is covered by our warranty due to a defect in materials or workmanship, please contact our customer support team with your order details and a description of the issue. We will guide you through the warranty claim process.
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No, you do not need to register your product for the warranty to be valid. However, we recommend keeping your order confirmation or receipt as proof of purchase in case you need to make a warranty claim.
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If your product is no longer covered by our warranty, we may still be able to offer repair services or provide replacement parts for a fee. Please contact our customer support team for assistance.
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The time taken to process a warranty claim may vary depending on the nature of the claim and the availability of replacement parts. We strive to resolve warranty claims as quickly as possible and will keep you updated on the progress of your claim.
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Our warranty does not cover damage caused by normal wear and tear, misuse, accidents, or unauthorized modifications. Additionally, any alterations or repairs made by third parties may void the warranty. Please refer to our warranty terms and conditions for more details.
Returns & Refunds
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Our return policy allows you to return unused items within 30 days of receipt for a full refund or exchange. The item must be in its original condition, with tags attached and in its original packaging.
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To initiate a return, please contact our customer support team with your order details and reason for return. We will provide you with instructions on how to proceed with the return process.
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We do not charge restocking fees for returns. However, the customer is responsible for any return shipping costs unless the return is due to a manufacturing defect or error on our part.
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Yes, sale items are eligible for return under the same conditions as regular-priced items. However, please note that final sale items, marked as non-returnable, cannot be returned or exchanged.
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Once we receive your returned item, we will inspect it to ensure it meets our return policy criteria. Refunds are typically processed within 3-5 business days after the item is received. Please allow additional time for the refund to reflect in your account, depending on your payment method and financial institution.
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Yes, we offer exchanges for items of equal or lesser value. If you wish to exchange an item, please contact our customer support team to arrange the exchange process.
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If your item arrives damaged or defective, please contact our customer support team immediately. We will work with you to resolve the issue by providing a replacement or issuing a refund.
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Unfortunately, we are unable to accept returns for items purchased from third-party retailers. Please reach out to the retailer directly for their return policy and assistance with your purchase.
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If you received the wrong item in error, please contact our customer support team as soon as possible. We will arrange for the correct item to be sent to you and provide instructions for returning the incorrect item.
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Refunds are issued via the original payment method used for the purchase. If you paid by credit card, the refund will be credited back to the same card. If you paid via PayPal, the refund will be processed to your PayPal account. Please note that it may take 5-10 business days for the refund to appear in your account, depending on your financial institution's processing times.
Data Privacy
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We take data privacy seriously and adhere to strict security measures to protect your personal information from unauthorized access or misuse.
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We prioritise the confidentiality of your information and do not share it with third parties for marketing purposes without your consent. However, we may share your information with trusted service providers involved in order processing or shipping to ensure the fulfillment of your order.
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We collect only the necessary information required to process your order and provide you with a seamless shopping experience. This may include your name, email address, shipping address, and payment information.
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We use your information to process your orders, communicate with you about your purchases, and provide customer support. Additionally, we may use your email address to send you promotional offers or newsletters if you have opted in to receive them.
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Yes, we prioritize the security of your payment information and use encrypted connections to protect your data. Your payment details are securely processed through our payment gateway providers, and we do not store your payment information on our servers.
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Yes, we use cookies to enhance your browsing experience and analyze website traffic. Cookies are small text files stored on your device that help us remember your preferences and improve the functionality of our website. You can manage your cookie preferences in your browser settings.
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We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, including order processing, customer support, and legal or regulatory requirements.
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Yes, you can access and update your personal information by logging into your account on our website. If you need assistance or have any concerns about your data privacy, please contact our customer support team for assistance.
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Yes, we are committed to complying with applicable data protection laws, including the General Data Protection Regulation (GDPR) and other relevant regulations. We continuously review and update our privacy practices to ensure compliance and protect your rights as a data subject.
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For more information about our privacy practices, please review our Privacy Policy available on our website. If you have any questions or concerns about how we handle your personal information, please don't hesitate to contact our customer support team for assistance.