Last updated October 2026
How do I know my order went through?
You will see a confirmation page after checkout and receive an email at the address you used. If neither appears, look in spam, then send us the payment reference and we will trace it.
When will my bag be dispatched?
We pack by hand within one to two business days, Monday to Friday. A launch or a promotional week can add a day, and we email you the moment the parcel is with the carrier.
What does delivery cost?
Standard delivery is free over $40, and $8 below that. Any other service available for your address is shown and priced at checkout.
How long will it take to arrive?
Typically 5 to 10 business days in the United States and Canada, 7 to 14 in the UK and Europe, and 7 to 21 elsewhere — counted from dispatch, not from the moment you order.
Where is my tracking update?
The first carrier scan can take up to 72 hours to appear. If the tracking has not moved for seven business days, email us the order number and we will chase it.
Can I change or cancel an order?
Write to us immediately and we will do whatever is still possible before packing begins. Changes are not guaranteed once a bag has been picked, and an order already with the carrier cannot be cancelled.
Which payment methods can I use?
The secure payment page lists the methods available for your order. Availability can vary by provider, card country, and currency.
Do you keep my card details?
No. The card is entered on our payment provider's page. We receive a status, an amount, and a reference — nothing more.
Why is my total slightly different from the price I saw?
Prices are converted for display. Your bank applies its own exchange rate and may add a foreign transaction fee, so the charge can differ by a small amount.
How long do I have to return a bag?
Thirty calendar days from delivery, provided the bag is unused, unmarked, and comes back with its dust bag and tags.
Who pays for the return postage?
You do for a change of heart. If the bag arrived damaged, faulty, or different from what you ordered, we arrange and pay for the return instead.
When will my refund appear?
We inspect returns within seven business days. After the refund is issued, your bank usually needs another 5 to 10 business days to post it.
Do you do exchanges?
Not as a separate process. Send the bag back for a refund and place a new order for the one you want, so nothing waits on a parcel.
How do I look after leather?
Wipe it with a soft dry cloth, condition it lightly once or twice a year, keep it out of direct heat, and store it lightly filled in its dust bag. Never machine wash or tumble dry it.
What if a zip or a seam fails?
Send photographs and the order number. A fault in materials or workmanship that was there when the bag arrived is covered under Care & Guarantee.
Do you restock sold-out pieces?
Often, though not to a fixed schedule. Tell us which model you are waiting for and we will let you know when it returns.