Support Guide & FAQ
Please reference the sections below for information about global shipping, returns and exchanges, warranties, and how to care for your products. If you find your question unanswered below, please feel free to email us at support@stuartandlau.com and we'll gladly address your question specifically.
Free Global Shipping
We offer international shipping to most countries in the world, exclusive of duties and customs fees. Orders will be shipped promptly from one of our full service warehouses in either Hong Kong or the United States, with accompanying tracking information provided. If you require expedited delivery, additional options will be available to you at the checkout page as well.
FREE SHIPPING ON ORDERS OVER US$100
All domestic and international orders that exceed US$100 are shipped free of charge.
ORDER PROCESSING AND DELIVERY TIMES
Upon confirmation of your order, we will process and ship your items within 2-3 business days and notify you via a confirmation email with the tracking details. Delivery times vary by country, but generally packages will arrive within 3-5 business days after shipment confirmation.
EXPEDITED SHIPPING
At the checkout page, we also offer full service, flat-rate expedited shipping options for both international and domestic orders that will include prepayment of customs and duties. Depending on your country, these shipments will generally arrive within 2-4 business days from order placement.
CUSTOMS AND DUTIES
For many countries, the landed cost of goods for a single briefcase or bag is within the duty-free allowance. For countries wherein this is not the case, customers are responsible for paying duties and customs fees within our standard free shipping service.
Please also be aware that a shipment may be delayed by the customs authorities. We unfortunately have no control over this, and cannot supply details why or for how long your shipment will be delayed. For more information please always contact your local delivery service or customs authorities. The customer, as the recipient and importer, is responsible for dealing with customs officials in their own country. Please also be advised that if you choose not to receive your shipment by rejecting the payment of the customs duties, this will be treated as a return and you may be charged for the return shipping costs.
SPECIAL SHIPPING INSTRUCTIONS
If you wish to include specific shipping instructions, please email us within an hour of placing your order, and we will do our best to accommodate your instructions. At this time, we do not offer gift wrapping services.
QUESTIONS OR SHIPPING INSTRUCTIONS?
If you have additional questions or specific shipping instructions, please email support@stuartandlau.com
Returns and 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 United States and Hong Kong customers, we provide prepaid return shipping labels free of charge. For international orders, we request that customers make their own return shipping arrangements at their cost.
Please follow these instructions below to initiate your return:
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 direct exchanges. If you would like to make an exchange, we ask that you place a new order for the item you want before returning your original item. This ensures that we have the item in stock and that we can ship it immediately. You can then return your original item for a full refund in the manner describe above.
QUESTIONS?
If you questions about returns, please email support@stuartandlau.com
Lifetime Warranty and Product Care
We take exceptional pride in both our craftsmanship and our selection of the finest materials. All of our bags and luggage are guaranteed from manufacturer's defect over the lifetime of the product. These products are designed to last, and it's our pledge that they will.
You'll find the full language of our Warranty at the link below:
PRODUCT CARE — FABRIC
The fabrics chosen for our products are high grade, water resistant, technical fabrics designed to withstand the rigor of daily use. If dust and dirt collect on the exterior, simply wipe away using a cloth or soft bristle brush. For stains, please spot cleaning 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 nylon products. Likewise, please do not apply direct and intense heat to the surface of the bags.
PRODUCT CARE — LEATHER
We use premium full grain, vegetable-tanned leather to ensure your touch points – the handles, strap, and luggage tag – with our products are best in class. Vegetable tanning entails the use of natural tannins to cure leather over the course of weeks or months, giving it a natural and rich texture of color. Due to the vegetable tanning process, tonal variations will exist across skins of leather, making each article unique. With time and use, the leather will patina through exposure to light, heat, and the oils in your hands – developing a depth of color specific to the user.
To care for the leather, we suggest avoiding prolonged exposure to strong sunlight and direct contact with water, grease, oil and dirt. If the leather gets wet, use a soft cloth to dab the affected area and absorb the moisture. Do not apply heat or blow dry, as this can damage the leather. When cleaning or buffing the leather, please use a leather brush or a soft cloth and only use neutral leather care products that will not stain or dye the leather.
WATER RESISTANT MATERIALS
The fabric used to construct our bags is itself fully waterproof; droplets will bead on the surface and run off the material. The signature red lining is a fully waterproof nylon backed with a rubberized layer, forming a barrier in between the interior compartment and the outer fabric – keeping your contents dry. This said, no product is ever 100% "waterproof" and should not be submerged in water.
LUGGAGE TAG PEN
All of our bags come with our signature luggage tag and a pen / stylus attachment. If your pen runs out of ink or you happen to lose it, please email us and we are more than happy to send you a replacement – simply swap out the old for the new.
QUESTIONS?
For product care and warranty questions, please email us at support@stuartandlau.com