Frequently asked questions
How long will my order take?
Orders are dispatched within 1–3 business days and arrive 10–30 calendar days from the day you order, including processing and transit. Your order ships directly to you rather than from a local warehouse, which is why delivery takes a few weeks rather than a couple of days — and why our prices are what they are.
Where do you ship to?
The United States, Canada, Australia and New Zealand. Shipping is free to all four on every order.
Will I get tracking?
Yes. Every order ships with tracking, sent by email as soon as your parcel leaves. If tracking has not updated for 7 days, email us and we will chase it.
What if it arrives damaged or is not what I ordered?
Email us within 30 days of delivery with your order number and a photo. We refund you in full or send a replacement, whichever you prefer — and you do not post anything back to us.
Can I return it if I change my mind?
No — we do not refund for a change of mind. Your order travels a long way to reach you and that cost stands whether the bag comes back or not, which is part of how the price stays where it is.
You can cancel for a full refund any time before dispatch, usually within 24 hours of ordering. And if the bag arrives wrong, damaged or faulty, that is completely different — see the question above.
Can I cancel or change my order?
Yes, any time before dispatch — usually within 24 hours of ordering. Email us quickly and we will stop it if it has not already shipped. We can also correct a delivery address before dispatch, but not after.
Will I be charged customs or import duty?
No. You pay us, and we deliver to your door. The price at checkout covers shipping and any import charges, so there is nothing to pay the courier on arrival. If a carrier ever does ask you for an import fee, email us the notice with your order number and we will cover it.
What currency are prices in?
Prices are set in US dollars, and if you are shopping from Canada, Australia or New Zealand the store shows and charges you in your own currency. Whatever is shown at checkout, immediately before you pay, is what will be charged.
Is my payment secure?
Yes. Checkout runs over an encrypted connection and payments are handled by our payment providers. We never see or store your full card number.
My parcel has not arrived. What now?
If it has been more than 45 days since you ordered, contact us and we will refund or replace the order.