Support Guide & FAQ

Please reference the sections below for information about shipping, returns, caring for your products, and our warranty. If you find your question unanswered, please email us at support@stuartandlau.com and we'll be more than happy to help.

    SHIPPING POLICIES

    We ship to customers in the USA and 30 countries worldwide through our trusted partners at UPS and DHL, respectively. Your order will ship promptly within one business day of confirmation.

    ORDER PROCESSING TIME

    Your order will be processed and shipped within either one business day or the quoted shipment date above the add-to-cart button on the product page, in the case of a back-order.

    FREE DOMESTIC SHIPPING

    All domestic orders within the United States over US$50 will ship free of charge with UPS Ground and arrive within 3-5 business day, depending on where you are located.

    EXPEDITED SHIPPING OPTIONS

    For expedited orders within the US, we offer the following two options at checkout:

    UPS 2nd Day Air — US$50

    UPS Next Day Delivery — US$100

    For both services, the daily cutoff time is 2:00pm EST.

    Orders placed after 2:00pm will ship the following business day with the selected service.

    INTERNATIONAL SHIPPING AND DUTIES

    We ship with DHL Express to these 30 countries, inclusive of duties and taxes.

    Country

    Flat Rate - Duties Included

    Australia US$50
    Austria US$50
    Belgium US$50
    Canada US$35
    China US$75
    Denmark US$75
    Finland US$75
    France US$50
    Germany US$50
    Hong Kong FREE
    Ireland US$75
    Israel US$75
    Italy US$75
    Japan US$35
    Macao US$75
    Malaysia US$75
    Mexico US$35
    Netherlands US$50
    New Zealand US$75
    Norway US$75
    Philippines US$75
    Singapore US$35
    South Korea US$35
    Spain US$50
    Sweden US$75
    Switzerland US$75
    Taiwan US$50
    Thailand US$75
    The United Kingdom US$35
    United Arab Emirates US$50


    All international orders ship with DHL Express Worldwide, which is the fastest possible option. They generally arrive 3-5 business days later, pending no issues with customs clearance.

    If your country is not listed above, please email us for a shipping rate quote. 

    TRACKING AND DELIVERY

    Both UPS and DHL offer reliable and timely tracking services. You will be able to follow your shipment throughout its journey with the link provided in your confirmation email. In the event you need assistance with your delivery, please directly contact UPS or DHL customer service.

    It is the customer's responsibility to provide an accurate and secure address where the shipment can be delivered without complications. Moreover, it is also the customer's responsibility to track their order, make arrangements for its delivery, and be present to accept the package, if needed.

    When an order is "Returned to Sender", we will deduct the shipping costs from the order and refund the balance. If you still wish to buy the item, we ask that you place a new order. As a small brand, we rely on customers to be responsible, track their order, and arrange delivery if that is required. This is why we use UPS and DHL — two best in class couriers that offer real time, reliable information and first-rate customer service.

    SPECIAL SHIPPING INSTRUCTIONS

    If you wish to include specific shipping instructions, please email us prior to placing your order, and we will do our best to accommodate those instructions. 

    Returns & Exchanges

    We accept returns for eligible items within 30 days of your order confirmation. The returned goods must be sent back in their original packaging and unused condition to be eligible for a refund. Items that are on sale or purchased through a discount code may not be eligible for a refund.

    For our US customers, we provide a prepaid return shipping label free of charge. For international orders, we ask customers to make their own shipping arrangements with a reliable service.

    HOW TO INITIATE A RETURN:

    1.  Please click on this link to Fill Out a Return Form.

    2.  We will process your request and email you a return shipping label.

    3.  Please ship your items back to us in their original packaging and unused condition.

    EXCHANGES:

    At the moment, we do not offer exchanges. If you would like to make an exchange, we suggest that you place a new order for the item you want before returning the original item. This ensures that we have the item in stock and that it will ship immediately. You can then return your original item for a full refund in the manner describe above.

    Limited Lifetime Warranty & Product Care

    We take exceptional pride in both our craftsmanship and our selection of the finest materials. All bags purchased through our website at full price are guaranteed against manufacturer's defect over the lifetime of the product. We design these products to serve you for as long as you intend to use them, and it's our pledge that they will. 

    You'll find the full language of our Limited Lifetime Warranty linked below, but here are three important carve outs that we think are important to make clear from the onset:

    -  Bags purchased through third party vendors are not covered.

    -  Bags purchased on discount or final sale are not covered.

    -  Daily wear and tear occurring through normal use over time is not covered.

    Read the Full Warranty

    PRODUCT CARE — FABRIC

    Our DuraLite™ Fabric is a high grade, waterproof nylon designed to withstand the rigor of daily use. If dust or dirt collects on the exterior, simply wipe it away using a cloth or soft bristle brush. For stains, please spot clean using cold water and a cloth or brush. For stubborn stains, you may use a mild soap with cold water to spot clean the affected area. Please do not dry clean or machine wash your products. Likewise, please do not apply direct heat to the surface of the bags.

    PRODUCT CARE — LEATHER

    We use premium full grain leather to ensure your touch points – the handles, strap, luggage tag – with our products are truly best in class. To care for the leather, we suggest avoiding prolonged exposure to strong sunlight and direct contact with grease, oil and dirt. When cleaning or buffing the leather, please use neutral leather care products that will not stain or dye the leather and do not apply direct heat to the leather.

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