FAQ
Quick answers to the questions we get most often. If yours is not here, contact us — we reply within one business day.
Orders and payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay and Google Pay, processed securely by Stripe. Cards are subject to 3-D Secure authentication where your bank requires it. We never see or store your full card number.
Can I change or cancel my order?
Email [email protected] with your order number as soon as possible. We can change an address or cancel an order until it is packed. Once dispatched, use the returns process instead.
Do I need an account?
No — guest checkout is available. An account lets you track orders, store addresses and start returns without emailing us.
Is my payment secure?
Yes. The Site uses HTTPS everywhere, and card data is handled by Stripe, a PCI DSS Level 1 certified processor. Look for the padlock and the Stripe badge at checkout.
Shipping and delivery
Where do you ship from?
From fulfilment centres in the European Union and the United States, so most orders avoid customs delays and import charges.
How long does delivery take?
EU: 3–6 business days. UK: 4–8. US and Canada: 4–8. Rest of world: 6–16. See the Shipping Policy for the full table and rates.
Do I pay customs duties?
EU orders include VAT and normally ship from inside the EU. For other countries, duties may apply; where DDP is offered at checkout we collect them up front. Otherwise they are payable on delivery.
How do I track my order?
You will receive a tracking number by email when the parcel is dispatched. You can also see it under Orders in your account. Tracking can take 24 hours to activate.
Products and fit
Which bag fits my laptop?
Both bags fit a 16-inch laptop. The Metro 22L has a padded sleeve behind the back panel; the Field 26L has the same sleeve plus a side-access zip to the main compartment.
Are the bags waterproof?
They are water-resistant, not waterproof: a coated technical shell with taped critical seams and water-resistant zips. The Field’s rolltop gives the most weather protection of the two. Neither bag is submersible — if you are caught in a storm, empty the front pocket and roll the Field down tight.
How do I clean my bag?
Empty it, brush off loose dirt and wipe with a damp cloth and mild soap. Do not machine wash, bleach, tumble dry or iron. Air-dry away from direct heat.
What are my statutory rights?
EU consumers have a legal guarantee of at least two years from delivery for goods that are not as described, not fit for purpose or not of satisfactory quality. Contact us with your order number and photos and we will assess repair, replacement, price reduction or refund. Normal wear and tear, accidental damage, overloading and improper washing are not covered.
Returns and refunds
What is your returns window?
14 days from delivery for unused items. EU, Norwegian and UK consumers also have a statutory 14-day right of withdrawal, with no reason required.
Who pays return shipping?
You do for change-of-mind returns (€9.90 for a prepaid label, deducted from the refund). We do if the item is faulty, damaged or incorrect.
How long do refunds take?
We process refunds within 14 days of receiving the return, usually within 3 business days of inspection. Your bank may take a further 5–10 business days to show the credit.
Can I exchange an item?
We do not process direct exchanges. Return the item for a refund and place a new order — it is faster and guarantees the size or colour is available.
Kits and bundles
How does the kit saving work?
Add two or more eligible items (backpacks and accessories) and the discount applies automatically in the cart: 10% for two items and 15% for three. The discount is shown as its own line before you pay.
Can I return one item from a kit?
Yes. The kit discount is recalculated on the items you keep, and the refund reflects the amount actually paid for the returned item.
Still stuck?
Email [email protected] or use the contact form. Include your order number so we can help faster.