Faqs
Answers to the questions we hear most often. Can't find what you need? Email us at [email protected].
Faqs
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Pre Sale Questions
Q: How long will my order take to arrive?
Standard Post is free on all orders (up to 30 days). Special Line takes 7–15 days; Express takes 3–7 days. See our Shipping Policy.
Q: Which countries do you ship to?
We ship to 46 countries and regions. See our Shipping Policy for the full list and current availability.
Q: How much does shipping cost?
Standard Post is free on all orders. Special Line costs $15.90, or is free on orders of $150 or more. Express costs $39.90. See our Shipping Policy.
Q: Do I have to pay import duties and taxes?
Import duties and taxes, if any, are the responsibility of the recipient and are determined by local customs.
Q: Can I change or cancel my order after placing it?
Please email us at [email protected] as soon as possible with your order number. If your order has not shipped yet, we will do our best to update or cancel it.
Q: What payment methods do you accept?
We accept PayPal and major credit and debit cards, including Visa, Mastercard and American Express. Other options such as Apple Pay, Google Pay and Klarna may be shown at checkout depending on your device and location.
Q: Can I use multiple payment methods for one order?
Currently we only accept one payment method per order.
Q: Is it safe to use my card on this site?
Yes. Card payments are processed by our payment providers over an encrypted connection, and we never see or store your full card number.
Q: What is your return policy?
To request a return, email us at [email protected] with your order number and the item you'd like to return. We'll confirm whether it is eligible and send you the next steps. See our Refund Policy for details.
Technical + Theme Questions
Q: How do I return an item?
Email us at [email protected] with your order number and the item you'd like to return. We'll reply with the return address and instructions. Please keep your proof of postage until your refund is confirmed.
Q: Do I need to pay for return shipping?
Yes, return shipping costs are the responsibility of the customer.
Q: When will I get my refund?
Once your return is received and inspected, we'll email you to confirm whether the refund is approved. Approved refunds are processed to your original payment method within 2–5 business days; your bank may take up to 10 additional business days to show it.
Q: How long does it take to process a return?
Returns are typically processed within 7–10 business days after we receive the item.
Q: Can I exchange an item for a different color?
The simplest way is to return the original item and place a new order for the color you want. If you're not sure the color is in stock, email us and we'll check for you.
Q: The item I want is out of stock. Will it come back?
Many styles are restocked. Email us the product name and we'll let you know if and when it's expected back.
Q: How do I know the size of a bag?
Each product title indicates the bag size (small, medium or large), and the product photos show how it looks when carried. If you need exact measurements, email us the product name and we'll send them to you.
Q: How do I track my order?
You'll receive an email with your tracking number once your order ships. Some carriers take 5–8 business days to update tracking. If you haven't received tracking information within 10 business days, please contact us.
Q: What if I am not available when my package arrives?
Please try to be available for a signature. If not, pick up the parcel at the local express office or post office with your tracking number.
Q: What if my package is lost?
Please contact us immediately if your package is lost, and we will assist you.
Q: My order arrived damaged or incorrect. What now?
We're sorry. Please email [email protected] as soon as possible with your order number and a photo of the item, and we'll work with you on a solution.
Q: Do I need an account to order?
No, you can check out as a guest. Creating an account lets you view your orders and save your details, but it's optional.
Q: How do I contact customer service?
Email us at [email protected], use the form on our Contact page, or start a live chat using the chat button on this site.
