Frequently Asked Questions
Product Information
Are your bags water-resistant or waterproof?
Our bags are crafted from premium leather and cotton canvas. Waxed canvas bags offer water resistance but are not fully waterproof. We recommend avoiding heavy rain or using our wax treatment to enhance protection.
Can I buy a replacement strap or buckle for my bag?
Yes! Simply email us with your order number and the part you need, and we'll help you with availability and ordering.
Are your bags designed to be unisex?
Our bags are designed with timeless styles, perfect for everyone. Shapes, sizes, and colors may vary slightly, but most of our collection is suitable for all genders.
How do I care for my canvas or leather bag?
- Leather: Use a soft, damp cloth to clean and occasionally apply leather conditioner. Avoid prolonged sun exposure.
- Canvas: Clean gently with a cloth and mild soap. For waxed canvas, warm gently with a hair dryer to refresh its look if discoloration appears.
If unsure, reach out—we're happy to guide you.
Where are your products made?
Our bags are made in Guang Zhou, China.
What sustainability practices do you follow?
We focus on long-lasting quality. Our packaging is 100% biodegradable, and we offer sustainable product lines.
Payment
What payment methods are accepted?
We accept credit/debit cards (Visa, MasterCard, American Express), PayPal, and country-specific options.
Is my payment secure?
Yes, we use SSL encryption and comply with 3D Secure standards to protect your data.
Can I cancel my order?
If you need to cancel, contact us within 6 hours of placing your order. Once processing begins, cancellations may no longer be possible. However, returns are accepted within 14 days of receipt.
What if I forgot to apply a discount code?
Notify us within 12 hours of your purchase, and we may be able to apply it. Otherwise, the code will remain valid for your next order.
Processing & Shipping
Which countries do you deliver to?
We ship to the EU, UK, USA, Canada, Australia, and parts of East Asia. Delivery times vary based on location and carrier availability.
How long does delivery take?
Orders are processed in 2-3 business days, then shipped with estimated delivery times as follows:
- US: 4-8 business days
- EU/UK: 7-12 business days
- North America: 10-15 business days
-
Australia/Asia: 10-15 business days
Express options are available at checkout.
Can I track my order?
Yes! Once shipped, you’ll receive an email with tracking information, or you can log in to our website for updates.
How is my order packaged?
We follow a four-step packaging process for maximum protection:
- Quality Check: All products are inspected before shipping.
- Factory Packaging: Products are placed in protective packaging.
- Bubble Wrap: Items are wrapped to avoid shock damage.
- Compostable Mailing Bags: Eco-friendly bags are used to minimize environmental impact.
Returns & Refunds
What is your return policy?
Items can be returned within 14 days of delivery if unused and in original packaging. The customer is responsible for return shipping fees.
How do I report missing or incorrect items?
Contact us within 2 days of delivery with your order number and issue details. We’ll resolve the problem as soon as possible.
Do you offer pre-paid return labels?
Currently, return shipping costs are covered by customers, and they will be deducted from the refund amount if applicable.
Technical Issues
Why didn’t I receive an order confirmation email?
Order confirmations are sent automatically. If you don't see it, check your spam or promotions folder. If still missing, contact us, and we’ll assist you.
How do I unsubscribe from marketing emails?
Unsubscribe by clicking the "unsubscribe" link at the bottom of any marketing email. You can always resubscribe later if you change your mind.
Contact Us
For any other questions, head to the contact form at the bottom of the page. We're always here to help!
Note: This FAQ is designed with a user-friendly approach, using bullet points and interactive elements to make it easy for users to navigate and find the information they need. Let me know if you need any more adjustments!