FAQ

An information box next to the 'pre-order now' button on each product page shows the delivery window from the order confirmation date. If you're unsure, feel free to ask us.

If the item is in stock, we will dispatch it within a few days, often sooner.

Delivery days are Monday to Friday, excluding bank holidays, within the United Kingdom.

Shipping is free!

Standard UK Delivery: Estimated Arrival: 5-10 working days.

We currently deliver only to addresses in the UK and Northern Ireland.

International shipping will be available soon.

We want to ensure you are as happy with your products as we are. If you are not satisfied with your purchase, you can return it for a refund within 21 days, as long as it is unused and in its original packaging.

Refunds are issued to the original payment method; we do not offer store credit or gift cards. Exchanges cannot be processed; return the item and place a new order instead.

Merchandise must be unused, undamaged, and in original packaging for a refund.

Shipping costs are non-refundable, and returns are only eligible within 21 days of delivery.

Processing returns may take up to three working days after arrival at our warehouse.

To return your order, please use the return form included in your shopping and order confirmation emails.

Returns are accepted within 21 days if items are unused and in their original packaging. We will refund your initial shipping costs for refunds.

Return shipping costs are your responsibility. However, if you receive the wrong or faulty item, contact us for a free return shipping label. We cannot reimburse shipping charges for returns outside of our free returns service.

If you return an item that exceeds the value criteria for a free gift, the gift must also be returned. If you partially return an order and the remaining value is below the threshold for the free gift (e.g., £100), the gift must be returned as well. However, if the remaining order value is still above £100, you may keep the gift.

If we receive your order without the free gift, we will deduct the full retail price of the gift from your return value.

Bundle purchases

When items are purchased as a bundle with a discount on the second item, the following applies:

Both items must be returned together. If we receive the full-price item without the discounted item, the discount value will be deducted from your return.

To exchange an item, please return it to us first. After we process your return, we will refund your original payment method so you can place a new pre-order (note delivery time) if the item is not in stock.

To exchange an item, please return it to us first. Once we process your return, we will refund your original payment method, allowing you to place a new pre-order if the item if not in stock, subject to delivery time.

If your order arrives damaged or items are missing, please notify us within 14 days of dispatch. After this period, we cannot issue a refund or replacement.

To report any issues, contact us. Upon verification, we will either replace the damaged items or refund the amount paid.

Goods are deemed faulty if received damaged or with a manufacturing fault; wear and tear is not considered faulty. We may require the return of the item or photographic evidence.

We are not liable for any indirect or consequential loss, and our liability is limited to refunding the amount paid for affected products.

If a product is unavailable or if you can't locate a desired item on our site, please contact us, and we will be happy to assist you with more information.

The short answer is: we work with the best manufacturer we can find, as quality comes first.

The longer answer is that we use manufacturers in the UK, Portugal, and China for products that require specialised machinery.

We are committed to creating some of the most durable products available. However, we understand that unexpected issues can arise. If you encounter a problem with your product, we offer the warranty outlined below.

This warranty does not affect your legal rights regarding faulty or misdescribed products.

We guarantee our products to be free from defects in workmanship and materials during the warranty period, provided the following conditions are met:

• Purchase must be made from an authorised dealer.
• Proof of purchase is required.
• The product must be returned to us.
• The product must have been used as intended and according to care instructions.

If a defect occurs due to proper use, we will repair or replace the product at our discretion. Customised marks cannot be replaced. The warranty does not cover defects from third-party modifications, repairs, or normal wear and tear, including punctures, scratches, and natural material breakdown.

We cover your product against defects and malfunctions until it has been used beyond reasonable repair. This warranty does not cover normal wear and tear or the natural breakdown of colours and materials over time. Normal wear and tear refers to expected use of the bag over an extended period.

Factors that may indicate the end of a product's life include:

• Fabric: Discolouration, degradation, delamination, or deterioration.
• Major components: Failure of essential parts such as handles, wheels, zippers, or buckles due to extended use may also signify the end of the product's lifecycle.

Three-year warranty period

We will do our best to replace limited edition or discontinued products, but we cannot guarantee availability. If a product under warranty cannot be replaced with an identical item, we will substitute it with an equivalent model based on availability.

Please note that we may change products and designs between your purchase and your warranty claim. Repaired or replaced products may not incorporate these changes.

This warranty grants you specific legal rights, but you may have additional rights regarding faulty or misdescribed products. Nothing in these terms affects your legal rights.

Our products are intended for domestic and private use only. We are not liable for any loss of profit, business interruption, or loss of business opportunity if used for commercial purposes.

The warranty is valid only in the United Kingdom. No reseller, agent, or employee is authorised to modify or extend this warranty.

To submit a warranty claim, contact our team. A warranty team member will respond within 2-5 business days.

If approved, you will receive a Return Material Authorization number (RMA#) and a pre-paid shipping label. Please keep a copy of your tracking number. Products must be returned in suitable cardboard packaging with the original sales receipt and the RMA#.

After receiving the product, we'll promptly send out a replacement. Please be aware that due to limited stock availability, production lead times may result in a 1-3 month wait for your replacement, depending on the item.

Pre-ordering enables us to focus on creating the highest quality products and keeps them special, as we only finalise each style once ordered. 

This approach helps minimise waste and reduce our environmental impact.

We offer a 20% discount for pre-ordering. If any stock remains or if rare returns occur, they will be at full price.

By paying in advance and waiting, you deserve a reward for your support. You help us, and we help you.

We accept major credit cards.

We do not accept bank transfers, cheques, deposits, or cash-only payments through our website checkout.

Klarna does not support pre-orders, but you can use Clearpay to make four interest-free instalments. For more information on Clearpay and buy now pay later options, visit our Clearpay FAQs page.

Alternatively, you may want to try PayPal to check for credit options.

Verify that you entered the promotion code exactly as shown, without any spaces. 

If the issue persists, please refer to the terms and conditions associated with the promotion code.

All payments for orders will be processed at the time of placement. If the product you ordered is out of stock, we will contact you as soon as possible and issue a refund to the payment method used for the order.

We will email you once your order has been dispatched, including your courier and tracking reference. Alternatively, please contact us for an update.

You must inform us of parcels not arriving within 14 days of dispatch. 

After this period, we cannot initiate an investigation or issue a refund. Refunds or replacements will only be provided if the parcel is deemed lost in transit by the delivery company after their internal investigation, which takes 6 working days for DPD.

Thank you for your interest! Please complete this form. We will review your application and contact you if we believe you are a good fit.

Currently, our focus is on selling through our website to ensure we create the best products. However, we would be happy to discuss potential opportunities with you. Please contact us here.

We can collaborate with brands and artists for custom projects; however, we do not typically offer customer customisation. Please contact our team to discuss your needs.

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