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 email@example.com and we'll be more than happy to help.
We ship worldwide with a reliable network of carriers. Your order will ship promptly within one business day of confirmation, Monday through Friday.
ORDER PROCESSING TIME
Our team processes orders Monday through Friday, with the aim of shipping out orders within one business day of purchase.
For backordered items, please pay special attention to your estimated ship date and kindly note that this date reflects our best efforts to ship your order as soon as possible, but can change subject to external factors and unforeseen delays.
Domestic orders within the United States ship free of charge with ground service and arrive within 4-7 business days, depending on where you are located. For expedited delivery, we offer an express option at checkout that arrives within 2-4 business days.
At the moment, our next day and 2-day guaranteed delivery service is temporarily suspended because neither UPS nor FedEx is able to meet those schedules with reliable consistency.
For all services, our daily cutoff time is 12:00pm EST.
Orders placed after 12:00pm EST will be processed on the following business day with the service you selected at checkout.
We ship worldwide to customers in over 30 countries.
The rate for shipping will be displayed at checkout and is based on both the country and the order/package size.
Wherein import duties are charged on a shipment, please note that it is the sole responsibility of the customer to pay those duties and handle all aspects of importation with customs officials.
Stuart & Lau does not assist with duty payment or coordinating with the custom's department in the destination country.
Wherein a customer chooses not to pay duties or rejects their shipment, please note that the package will be abandoned by the carrier and Stuart & Lau cannot offer a refund.
TRACKING AND DELIVERY
Our carriers 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 the carrier's 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 deduct the return 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 make themselves available to accept delivery if that is required.
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.
We accept returns for eligible items within 30 days of your order's shipment date. The returned goods must be sent back in their original packaging and unused condition to be eligible for a refund. Items purchased on sale or discount are not eligible for a return.
For our US customers, we provide a prepaid return shipping label through our returns management portal. For international orders, we ask customers to make their own shipping arrangements with a reliable service at their cost.
Upon receipt by our warehouse team, returns will be processed within 7-12 business days with the refund posting back to your original method of payment.
HOW TO INITIATE A RETURN:
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.
If you would like to make an exchange, we ask 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 refund in the manner describe above.
With the aim of delivering the most value to the most customers, we do not blend the cost of returns into our prices and instead apply a modest surcharge of US$15 per return or per bag, whichever applies, to cover the convenience of a prepaid label as well as labor costs associated with inspection and restocking.
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 useful 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 not purchased on our website are not covered.
- Bags purchased on sale or discount are not covered.
- Daily wear and tear occurring through normal use is not covered.
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.