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.

    Free Global Shipping

    We offer free shipping to most countries around the world, inclusive of duties, through UPS and DHL.

    Orders ship promptly within 24 business hours of confirmation. If you require expedited delivery, options are available at the checkout page.

    FREE SHIPPING WITH UPS AND DHL

    All domestic and international orders over US$100 will ship free of charge with UPS and DHL, respectively. For international orders, import duties and customs fees are not included.

    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.

    ORDER PROCESSING AND DELIVERY TIMES

    We ship orders within 24 business hours of order confirmation.

    Delivery times vary by country, but generally packages arrive within 3-7 days after shipment confirmation. 

    EXPEDITED SHIPPING — DOMESTIC

    For our US customers, we offer two options for expedited shipping: UPS 2nd Day and UPS Next Day delivery. For the Next Day option, the cutoff time to ensure your order arrives on the following day is 2pm Eastern Standard Time.

    CUSTOMS & DUTIES

    Shipments can be inspected and delayed by the customs authorities. Unfortunately, we have no control over this process nor can we supply details about why or for how long your shipment might be delayed. For more information please directly contact your customs authorities.

    The customer, as the legal consignee and importer of record, is solely responsible for dealing with customs officials in their own country. Stuart & Lau is not able to coordinate with customs officials on your behalf.

    Lastly, please be advised that if you reject or choose not to receive your shipment, Stuart & Lau will deduct the shipping costs from your order and we treat this as a Return to Sender situation.

    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 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 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.

    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:

    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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