# stuart-and-lau

> Public Help Center articles for stuart-and-lau.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [How long does delivery take?](https://help.stuartandlau.com/en-US/how-long-does-delivery-take-279820.md): Orders are generally processed by our warehouse partners within 2–3 business days. Once your order leaves the warehouse, the estimated door-to-door transit time will depend on the shipping option you selected — Economy or Express — and will be displa
- [What is your shipment processing time?](https://help.stuartandlau.com/en-US/what-is-your-shipment-processing-time-279834.md): Our warehouse partners process and ship orders within 2-3 working days from order confirmation, Monday through Friday. Once your order ships, you will receive a shipping confirmation email with tracking information and a delivery estimate. For back-o
- [How do I track my shipment?](https://help.stuartandlau.com/en-US/how-do-i-track-my-shipment-279828.md): Our carriers offer reliable and timely tracking services. You will be able to track your shipment throughout its journey with a link provided in your shipping confirmation email. In the event you need assistance with your delivery, please directly co
- [Do you offer overnight or next day shipping?](https://help.stuartandlau.com/en-US/do-you-offer-overnight-or-next-day-shipping-2560146.md): We unfortunately cannot offer next-day or overnight delivery services at the moment, as we have found that all the major carriers (FedEx, UPS, DHL) no longer guarantee this service, and we do not wish to set misleading expectations. The fastest speed
- [Do orders to the UK or EU incur duties?](https://help.stuartandlau.com/en-US/do-orders-to-the-uk-or-eu-incur-duties-279821.md): For our customers in the European Union and the UK, we wish to advise you that our items are not warehoused or shipped from within the borders of either zone. As such, all orders into those regions will incur import duties, which are payable by the c
- [Can I provide special shipping instructions?](https://help.stuartandlau.com/en-US/can-i-provide-special-shipping-instructions-279831.md): If you wish to include specific shipping instructions, please email us prior to placing your order, and our team will do our best to accommodate your request. Search Terms: #special #shipping #instructions #guidance
- [Where does Stuart & Lau ship from?](https://help.stuartandlau.com/en-US/where-does-stuart-&-lau-ship-from-279825.md): We ship orders from our warehouses in the United States, Canada and Hong Kong, depending on your location and where we have available inventory. While not always the case, we generally try to ship orders to the following regions from these correspond
- [My package is at Customs, can I refuse delivery?](https://help.stuartandlau.com/en-US/my-package-is-at-customs-can-i-refuse-delivery-3294692.md): We understand that dealing with Customs can be frustrating or duties can sometimes catch a customer off-guard. Unfortunately, you cannot simply refuse delivery for packages that awaiting clearance through Customs. If a shipment is refused or left unc
- [Are the transit time estimates guaranteed?](https://help.stuartandlau.com/en-US/are-the-transit-time-estimates-guaranteed-3294326.md): Great question — the shipping estimates shown at checkout are provided directly by the carriers and represent their best estimate based on historical transit times. These estimates are meant to provide general guidance only and can vary from shipment
- [Can I cancel my order after it ships?](https://help.stuartandlau.com/en-US/can-i-cancel-my-order-after-it-ships-3294336.md): Once an order has shipped, we’re unfortunately unable to cancel it, as it’s already in the carrier’s possession and en route to you. Carriers are unable to reroute or return packages that are in transit. If you no longer wish to keep the order, the b
- [Do you offer package insurance?](https://help.stuartandlau.com/en-US/do-you-offer-package-insurance-279829.md): Yes, package insurance is automatically offered at checkout through AfterShip Insurance and protects your shipment against loss, damage, or theft. This service is active on all orders by default, unless you wish to turn it off and decline coverage. I
- [How do I file a shipping insurance claim?](https://help.stuartandlau.com/en-US/how-do-i-file-a-shipping-insurance-claim-2992225.md): If your shipment is covered by shipping insurance, you may file your claim with AfterShip at the link provided below:. https://stuartandlau.aftership.com/protection. When submitting and uploading documents in support of your claim, we suggest providi
- [Which countries do you ship to?](https://help.stuartandlau.com/en-US/which-countries-do-you-ship-to-2560152.md): We currently ship to 30+ countries around the world. The best way to check if we can ship to your country is to click on the currency menu in the header of our website, shown here below:. If your country is listed within the menu, this means that we
- [My order has shipped, can I reroute it to another address?](https://help.stuartandlau.com/en-US/my-order-has-shipped-can-i-reroute-it-to-another-address-3294333.md): Once an order has shipped, we’re unfortunately unable to reroute it to a different address. This is because carriers don’t allow us to make address changes once a label has been created and the package is in their possession. If the delivery address
- [Who pays duties & taxes for international shipments?](https://help.stuartandlau.com/en-US/who-pays-duties-and-taxes-for-international-shipments-3295302.md): For international shipments outside of the USA — duties, taxes, and any customs or importation fees are the responsibility of the customer, if they are required. These charges are assessed by your country’s customs office and are separate from the pu
- [Do I have to pay tariffs for my US order?](https://help.stuartandlau.com/en-US/do-i-have-to-pay-tariffs-for-my-us-order-2572368.md): No — the new tariffs for imports into the USA are built into the shipping fee you pay at checkout. US customers will not need to pay an additional or separate fee from what they already pay at checkout. For the time being, we are subsidizing as much
- [What are your shipping times?](https://help.stuartandlau.com/en-US/what-are-your-shipping-times-3295315.md): Orders are generally processed by our warehouse partners within 2–3 business days. Once your order leaves the warehouse, the estimated door-to-door transit time will depend on the shipping option you selected — Economy or Express — and will be displa
- [Can I route my shipment to another address?](https://help.stuartandlau.com/en-US/can-i-route-my-shipment-to-another-address-2546900.md): Has your order shipped? No. If your order has not yet shipped, please email our team immediately at support@stuartandlau.com, and we'll do our best to try and edit the address before it ships out from our warehouse partner. Please do note that our wa
- [Is signature required to receive my package?](https://help.stuartandlau.com/en-US/is-signature-required-to-receive-my-package-2616798.md): Our shipments are sent without signature requirements by default — as we appreciate that it can be a major inconvenience to wait at home for your delivery. If you would like signature on delivery (SOD) with your shipment, please email our team at sup
- [How much are import duties & taxes for my country?](https://help.stuartandlau.com/en-US/how-much-are-import-duties-and-taxes-for-my-country-2497310.md): As a first step, we always advise customers to put the item(s) they wish to buy into your cart and navigate to checkout, where details about if duties are required or not will be displayed. For many countries, we can ship duty-free, so it is always g
- [Where can I find the estimated shipping date?](https://help.stuartandlau.com/en-US/where-can-i-find-the-estimated-shipping-date-2497305.md): The estimated shipping schedule will be listed in the Shipping & Returns tab of the same product page where you placed your order. For your convenience, we have included a quick video how to find that shipping schedule here:FAQ Video : where can I fi
- [I'm in Canada — do I need to pay duties & taxes?](https://help.stuartandlau.com/en-US/im-in-canada-%E2%80%94-do-i-need-to-pay-duties-and-taxes-3020647.md): For orders to Canada, we ship domestically from our warehouse partner in Windsor, Ontario, and all duties and import costs are already prepaid by us, unless otherwise noted at checkout. Search Terms: #Canada #Canadian #Domestic #Orders #VAT #Duties #
- [How long is the lead time for my Fox Umbrella to ship?](https://help.stuartandlau.com/en-US/how-long-is-the-lead-time-for-my-fox-umbrella-to-ship-2884471.md): The umbrellas sold on our site are individually handmade in small batches by the artisans at Fox Umbrellas in the UK. Because of the craftsmanship involved and the limited batch production, we do advise a longer lead time of 2-3 weeks for the umbrell
- [Can you deliver to a hotel?](https://help.stuartandlau.com/en-US/can-you-deliver-to-a-hotel-2716732.md): Search Terms: #hotel #delivery #travel #window
- [It's peak season, can you cancel my order before it ships?](https://help.stuartandlau.com/en-US/its-peak-season-can-you-cancel-my-order-before-it-ships-3576311.md): In most cases, we’re not able to cancel or edit orders during peak season. Here’s why:. When an order is placed, it is transmitted instantly to our third-party fulfillment warehouse — a dedicated logistics partner that handles picking, packing, and s
- [Can you ship internationally with duties included or prepaid (DDP)?](https://help.stuartandlau.com/en-US/can-you-ship-internationally-with-duties-included-or-prepaid-(ddp)-3977929.md): By default, we ship all international packages on what is called a Delivered Duties Unpaid basis or "DDU", which means that the consignee / recipient is responsible for paying their country's duties and taxes when the package arrives in country, if a
- [Can I refuse or reject delivery?](https://help.stuartandlau.com/en-US/can-i-refuse-or-reject-delivery-3260337.md): By placing an order on our website, you agree to accept delivery and comply with all international shipping requirements, including making arrangements to receive / collect the item if needed. As outlined in our International Shipping Policy, recipie
- [Where Is My Order? How to Track Your Shipment](https://help.stuartandlau.com/en-US/where-is-my-order-how-to-track-your-shipment-5088762.md): Once your order has shipped, you will receive an automated shipping confirmation email from us containing your tracking number and a direct link to follow your shipment in real time. The steps below will help you check on your order at any stage of t
- [Pre-orders : everything you need to know](https://help.stuartandlau.com/en-US/pre-orders--everything-you-need-to-know-6223049.md): How do pre-orders work and what should I know?. We want to be completely upfront about how pre-orders work at Stuart & Lau — what they are, what to expect, and what they aren't. If you're considering a pre-order or already have one open, this article
- [How do I start a return?](https://help.stuartandlau.com/en-US/how-do-i-start-a-return-279817.md): To start your return, please visit our returns portal linked below:. stuartandlau.com/returns. Please have your order number and shipping address zip code ready. We provide shipping labels for our US customers. For international orders, please arrang
- [What is your return policy?](https://help.stuartandlau.com/en-US/what-is-your-return-policy-279816.md): We accept returns within 30 days from the date that your order ships. Eligible items must be sent back in their original packaging with all tags attached and in unused condition to be eligible for a refund. You may submit your return request here. US
- [Do you have an extended Returns Policy for the Holidays?](https://help.stuartandlau.com/en-US/do-you-have-an-extended-returns-policy-for-the-holidays-3577348.md): Yes — for the holiday season, we offer an extended return window to make gifting easier. Any order placed on or after November 1st is eligible for return as long as it is shipped back to us by January 5th. All items must still meet our standard retur
- [Are shipping fees refunded when I make a return?](https://help.stuartandlau.com/en-US/are-shipping-fees-refunded-when-i-make-a-return-2546897.md): The shipping fees paid at checkout are not refundable. These charges cover the actual delivery of your order — including postage, handling, carrier fees, and for many destinations, the import-related costs. Because these services are completed by the
- [How do I exchange an item?](https://help.stuartandlau.com/en-US/how-do-i-exchange-an-item-279818.md): Rather than traditional exchanges, we handle them as two simple steps that keep everything moving as quickly as possible — especially when stock is limited. How it works:. (1) Place a new order for the item you'd like. This ensures your preferred ite
- [What is your restocking fee?](https://help.stuartandlau.com/en-US/what-is-your-restocking-fee-2643757.md): With the aim of delivering more value to more customers, we do not blend the cost of returns into our retail prices and instead apply a US$20 restocking fee to cover the total cost of the return, including return shipping, receiving, inspection, repa
- [Can I return a gift?](https://help.stuartandlau.com/en-US/can-i-return-a-gift-2884470.md): If you'd like to return or exchange a gift that was given to you, please note that our relationship is with the original purchaser of the product, so we kindly request that gift recipients reach out to the purchaser (gift giver) to coordinate a retur
- [Where are international returns sent back to?](https://help.stuartandlau.com/en-US/where-are-international-returns-sent-back-to-3294696.md): For international returns, please send your package back to our Hong Kong warehouse within 30 days of your order’s original shipment. We ask that you choose a reliable and trusted carrier and cover all return shipping costs. When returning the item,
- [Where do returns from Canada ship back to?](https://help.stuartandlau.com/en-US/where-do-returns-from-canada-ship-back-to-3767150.md): For international returns originating from Canada, we ask that all customers ship their return back to our international return center in Hong Kong with a reliable and trusted carrier of their choosing. If your order shipped from a Canadian warehouse
- [Can I use my own return label (USA)?](https://help.stuartandlau.com/en-US/can-i-use-my-own-return-label-(usa)-4652301.md): Great question — we’re not able to accept customer-provided return labels. Our return process is fully integrated with our tracking, routing, and warehouse intake systems. When a return is approved, a label is automatically generated and linked to yo
- [Do international returns incur the $20 restocking fee?](https://help.stuartandlau.com/en-US/do-international-returns-incur-the-dollar20-restocking-fee-4652334.md): Yes—international returns are still subject to the $20 restocking fee. While we don’t provide prepaid return labels for international orders, international returns still involve additional costs on our end, including importation, customs clearance, a
- [Does my bag include a Warranty?](https://help.stuartandlau.com/en-US/does-my-bag-include-a-warranty-279836.md): Yes, bags purchased through our website at full price are guaranteed against the manufacturer's defect over the useful lifetime of the product. We design these products to serve you well for as long as you intend to use them, and it's our pledge that
- [Where can I buy replacement accessories?](https://help.stuartandlau.com/en-US/where-can-i-buy-replacement-accessories-2497308.md): For replacement parts, we have a section of the website where customers can browse available parts and place an order for what they need. You'll find that section linked here below:. Website - All Replacement Parts. Search Terms: #replacement #parts
- [Where can I order a replacement part?](https://help.stuartandlau.com/en-US/where-can-i-order-a-replacement-part-3294714.md): If you need a replacement or additional part, such as a straps or handles, they are available at the link below or through the Help Menu in the footer of our website:. https://stuartandlau.com/collections/replacement-parts. Please note: all replaceme
- [How long do repairs generally take?](https://help.stuartandlau.com/en-US/how-long-do-repairs-generally-take-4652332.md): Repairs generally take approximately 2–3 months, though timing can vary. All repairs are completed by our original factory partner, who produced your item and knows the materials, construction, and craftsmanship best. Rather than using third-party or
- [Does warranty coverage include free shipping on replacement parts?](https://help.stuartandlau.com/en-US/does-warranty-coverage-include-free-shipping-on-replacement-parts-6392817.md): Our warranty covers the cost of the replacement part itself — including straps, handles, and other components determined to be defective under our Limited Lifetime Warranty. Shipping costs, however, are the customer's responsibility for all warranty-
- [Where are your products made?](https://help.stuartandlau.com/en-US/where-are-your-products-made-2507289.md): All our bags, briefcases and small leather goods are produced by our longtime partner who has facilities in China, Vietnam, South Korea, Japan, and Cambodia. Our materials are sourced from top suppliers around the world and specifically come from the
- [What are the laptop sleeve dimensions?](https://help.stuartandlau.com/en-US/what-are-the-laptop-sleeve-dimensions-2531632.md): The laptop sleeves inside our briefcases have the following dimensions and specs:. Fixed Laptop Sleeve. Dimensions : 14" (W) x 10" (10) inches. Holds : 15-16" Devices, including MacBook Pro 16". Removable Laptop Sleeve. 15" (W) x 10.5" (H). Holds : 1
- [Are your bags waterproof?](https://help.stuartandlau.com/en-US/are-your-bags-waterproof-2531542.md): Our bags are made with our proprietary DuraLite™ fabric, which is an ultra lightweight, high-tenacity 450D nylon-poly twill with a rubber foam layer bonded to the backside of the fabric, making the fabric waterproof. That said, we always try to be ve
- [What is the shoulder strap minimum / maximum length?](https://help.stuartandlau.com/en-US/what-is-the-shoulder-strap-minimum--maximum-length-3108827.md): The shoulder strap that is shown below is adjustable and measures 42" at the shortest length and 50" at the longest length, clip to clip. These strap comes standard with our Cary Briefcase and the Monaco Weekender Bag. Search Terms: #Shoulder #Strap
- [Do the briefcases stand upright?](https://help.stuartandlau.com/en-US/do-the-briefcases-stand-upright-3051464.md): Yes — the Cary Briefcase is designed to stand upright on its own, thanks to its structured base. Even when empty, it maintains its shape, and it’s sturdy enough to sit upright on a flat surface without tipping over. The Slim size of the bag is the on
- [How does the signature umbrella slot work?](https://help.stuartandlau.com/en-US/how-does-the-signature-umbrella-slot-work-3227267.md): The umbrella slot is on the backside of the briefcase, where you'll see that the leather bands/straps are not sewn down to the fabric of the bag—which allows you to slide the umbrella behind the bands and against the body of the bag, like shown below
- [Do your laptop sleeves have padded bottoms?](https://help.stuartandlau.com/en-US/do-your-laptop-sleeves-have-padded-bottoms-3294436.md): Yes — all laptop sleeves across our bags feature padding throughout, including the bottom, to help protect your device from bumps and scratches. The padding is designed to be slim yet protective, keeping the sleeve lightweight and easy to carry while
- [What kind of leather do you use?](https://help.stuartandlau.com/en-US/what-kind-of-leather-do-you-use-3577409.md): We use full-grain, vegetable-tanned leather, which is considered the highest quality grade of leather. Full-grain hides retain their natural surface — meaning the grain, texture, and character are left intact. Unlike chrome-tanned or heavily processe
- [Do you offer synthetic or "vegan" leather options?](https://help.stuartandlau.com/en-US/do-you-offer-synthetic-or-%22vegan%22-leather-options-3577410.md): Good question — we don’t currently offer any products with synthetic, faux, or “vegan” leather elements. All our products use full-grain, vegetable-tanned cow leather, which we’ve chosen for its durability, longevity, and ability to age beautifully o
- [What size shoes will fit in the Gym Bag's shoe pocket?](https://help.stuartandlau.com/en-US/what-size-shoes-will-fit-in-the-gym-bags-shoe-pocket-3977881.md): Great question, please find the answer for each of our two gym bags detailed below:. Redux Gym Bag. The shoe compartment in our Redux Gym Bag extends / unfurls the entire length of the bag's central compartment to measure approximately 18.5" (L) x 10
- [Where is the AirTag pocket in my briefcase?](https://help.stuartandlau.com/en-US/where-is-the-airtag-pocket-in-my-briefcase-2603881.md): The air tag pocket in the Single Size is along the inner edge of the internal pockets on this side of the bag, shown below. You can find it hanging just along the edge on the same level of pocketing as where the keys are displayed below:We only had o
- [Do you sell the Cary Briefcase's removable laptop sleeve by itself?](https://help.stuartandlau.com/en-US/do-you-sell-the-cary-briefcases-removable-laptop-sleeve-by-itself-7332607.md): For the removable laptop sleeve that comes inside our Cary Briefcase Single and Double sizes, we do not currently stock or sell this piece separately by itself. That said, we do sell a separate, standalone laptop sleeve that offers more functionality
- [What is the differences between the Tokyo and Core Collection?](https://help.stuartandlau.com/en-US/what-is-the-differences-between-the-tokyo-and-core-collection-2560150.md): Our Tokyo Collection is a capsule developed and built in Japan by Cofounder Jimmy Lau. It has different stylistic choices and presents a more modern, technical expression of the brand. The "Core" Collection, as we call the main line, has a more timel
- [What are the weights and dimensions of the Cary Briefcase sizes?](https://help.stuartandlau.com/en-US/what-are-the-weights-and-dimensions-of-the-cary-briefcase-sizes-2531544.md): You'll find the weights and dimensions for each size of our Cary Briefcase sizes below:. Cary Briefcase - SLIM. 16.0" (W) x 12.0" (H) x 2.0" (D) and 1.85 lbs empty. Cary Briefcase - SINGLE. 16.0" (W) x 12.0" (H) x 3.9" (D) and 2.75 lbs empty. Cary Br
- [How do I remove stains, spills, or marks on my bag?](https://help.stuartandlau.com/en-US/how-do-i-remove-stains-spills-or-marks-on-my-bag-2507299.md): For cleaning our bags and briefcases, we generally recommend using a soft cloth and gently scrubbing out any dirt or stains with just warm water and a bit of mild soap or detergent. However, for more persistent stains or marks that won't come out wit
- [How do I clean the bag's body fabric?](https://help.stuartandlau.com/en-US/how-do-i-clean-the-bags-body-fabric-279837.md): 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
- [How do I care for leather?](https://help.stuartandlau.com/en-US/how-do-i-care-for-leather-279838.md): We use premium full-grain leather to ensure your touch points – the handles, strap, and 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 wit
- [How do I edit my order?](https://help.stuartandlau.com/en-US/how-do-i-edit-my-order-2581829.md): Please email our team at support@stuartandlau.com and we will be glad to help!. As long as the order has not yet shipped or been processed into our warehouse partner system, we can easily edit the address or items in the order. Search Terms: #order #
- [Can I cancel my order?](https://help.stuartandlau.com/en-US/can-i-cancel-my-order-2497118.md): Please reach out to our team at support@stuartandlau.com to request an order cancellation. We always advise customers that our warehouse partners are set up for shipping orders orders as quickly as possible. If your order has already been processed i
- [Can I purchase in bulk/large quantities?](https://help.stuartandlau.com/en-US/can-i-purchase-in-bulklarge-quantities-279835.md): For bulk or corporate orders, please send our team an email at support@stuartandlau.com. Kindly include the details of which items you wish to order, their quantity, and their color — and a member of our team will get back to you. Search Terms: #corp
- [Can you provide an invoice with my order?](https://help.stuartandlau.com/en-US/can-you-provide-an-invoice-with-my-order-2546890.md): Yes — your Order Confirmation email is actually formatted as an official invoice and proof of sale (receipt), which can be used to claim reimbursement or handle importation and customs procedures. As a policy, we are unable to provide other forms of
- [Do you charge an order cancellation fee?](https://help.stuartandlau.com/en-US/do-you-charge-an-order-cancellation-fee-2643769.md): Stuart & Lau does not charge a cancellation fee. If the amount returned to your account is slightly less than your original purchase total, the difference is accounted for by the payment processing fee that was applied when your original transaction
- [Can I Change My Shipping Address After Placing an Order?](https://help.stuartandlau.com/en-US/can-i-change-my-shipping-address-after-placing-an-order-5088834.md): If you have made a mistake with your shipping address or need to update it after placing an order, here is what is possible and how to act quickly. Can I change my address before my order ships?. Yes — if your order has not yet been processed for shi
- [Do you offer gift wrapping or hand-written cards?](https://help.stuartandlau.com/en-US/do-you-offer-gift-wrapping-or-hand-written-cards-2507292.md): Our products are packaged for immediate shipment and our warehouse partners are not able to offer gift wrapping, hand-written notes or cards, or other forms of customization and special requests. Search Terms: #gift #wrap #wrapping #holiday #birthday
- [Can you monogram, emboss, or add initials to my product?](https://help.stuartandlau.com/en-US/can-you-monogram-emboss-or-add-initials-to-my-product-2507295.md): We unfortunately are not able to offer such services for individual orders in-house at the moment. That said, our team does have lots of experience doing this type of work for large corporate programs or bulk orders to clients, and would be more than
- [Where can I find or buy your products in a store?](https://help.stuartandlau.com/en-US/where-can-i-find-or-buy-your-products-in-a-store-2497306.md): We are currently 100% online-only and do all sales directly through our website at www.stuartandlau.com. If you have specific questions about our products or would like more detailed information, our team is always standing by and ready to help at su
- [What forms of payment does Stuart & Lau accept?](https://help.stuartandlau.com/en-US/what-forms-of-payment-does-stuart-&-lau-accept-279832.md): We accept payments via all major credit cards, as well as Google Pay, Shop Pay and Apple Pay. Search Terms: #payment #methods #forms
- [Do you run sales or promotions?](https://help.stuartandlau.com/en-US/do-you-run-sales-or-promotions-3087776.md): Yes, we occasionally run sales and promotions to mark special events, manage inventory, or introduce new products. We encourage you to sign up for our newsletter to stay informed about upcoming offers and be first in line when they go live. Wondering
- [When is your next sale?](https://help.stuartandlau.com/en-US/when-is-your-next-sale-2582956.md): For reasons we kindly ask our customers to appreciate, we are not able to provide specific guidance on when we will run a sale or what items can be included, as we things can always change and event-driven or holiday-specific sales are not part of ou
- [Do you sell replacement umbrella sleeves?](https://help.stuartandlau.com/en-US/do-you-sell-replacement-umbrella-sleeves-2665829.md): Unfortunately we do not sell spare sleeves for the umbrellas that are sold on our website. If you're looking to get a new sleeve, we may kindly suggest directly contacting the original manufacturer, Fox Umbrellas, and inquiring if they can assist wit
- [Where is the shopper tote in your briefcase?](https://help.stuartandlau.com/en-US/where-is-the-shopper-tote-in-your-briefcase-2603880.md): Search Terms: #shopper #tote #where #how #find #located
- [Do you have vegan or faux leather options?](https://help.stuartandlau.com/en-US/do-you-have-vegan-or-faux-leather-options-2603882.md): All of our products are made with genuine leather that is ethically sourced from certified and trusted tanneries in Italy. Search Terms: #vegan #faux #fake #synthetic #leather #options
- [Can I get a replacement laundry bag?](https://help.stuartandlau.com/en-US/can-i-get-a-replacement-laundry-bag-2896352.md): Unfortunately, we do not carry or sell spare units of the laundry bag that comes included in our gym bags.
- [Can you make custom colors?](https://help.stuartandlau.com/en-US/can-you-make-custom-colors-3051077.md): Search Terms: #custom #colors #combinations #individualization #bulk #orders
- [Can you include a gift receipt?](https://help.stuartandlau.com/en-US/can-you-include-a-gift-receipt-3227241.md): We do not include gift receipts or gift notes within our shipments, as all items are packaged securely and ready for immediate shipment. If you are giving the item as a gift, the recipient will just need to provide your name to reference back to the
- [What should I check before removing the hang tags?](https://help.stuartandlau.com/en-US/what-should-i-check-before-removing-the-hang-tags-3455334.md): We use a 100% quality control process where every bag undergoes a rigorous 38-point inspection prior to packaging. When you receive your bag, we encourage you to look it over before removing the hang tags to ensure it meets your expectations. If it’s
- [When is your customer service team online?](https://help.stuartandlau.com/en-US/when-is-your-customer-service-team-online-3576721.md): Our customer service team is available Monday through Friday, from 9:00 AM to 5:00 PM (ET). All customer support is handled in-house by our own team — not outsourced — so every message is answered by someone who knows our products inside and out. We
- [When does your annual Black Friday sale start?](https://help.stuartandlau.com/en-US/when-does-your-annual-black-friday-sale-start-3576751.md): Our annual Black Friday sale begins every year on November 1st and runs through Cyber Monday. The event is site-wide, with savings available across our entire collection. We enjoy running the sale for an entire month as this gives everyone plenty of
- [How do I place a large bulk / corporate order?](https://help.stuartandlau.com/en-US/how-do-i-place-a-large-bulk--corporate-order-4652408.md): We support large-volume and corporate orders and regularly work with businesses, organizations, and partners on bulk purchases. To get started, please email our customer service team at support@stuartandlau.com with the products, quantities, and any
- [Why did my payment not go through?](https://help.stuartandlau.com/en-US/why-did-my-payment-not-go-through-2616800.md): We kindly suggest waiting for Shopify—which hosts our eComm platform and checkout—and your credit card company to work things out between themselves, as those two parties control the payment processing and do not share all the specific details with m
- [Discount Codes — How to Apply Them & Common Questions](https://help.stuartandlau.com/en-US/discount-codes-%E2%80%94-how-to-apply-them-and-common-questions-5088438.md): Below you will find everything you need to know about discount and promo codes at Stuart & Lau, including how to apply them at checkout and what to do if a code isn't working. How to apply a discount code at checkout. 1. Add your item(s) to your cart
- [Do you offer a new customer or sign-up discount?](https://help.stuartandlau.com/en-US/do-you-offer-a-new-customer-or-sign-up-discount-5380096.md): We appreciate you asking — and we want to be straightforward with you: Stuart & Lau does not offer new customer promo codes, sign-up discounts, or first-purchase offers. This has always been our policy, and it's one we've held to since the beginning.
- [Can I order multiple items to compare and return the ones I don't want?](https://help.stuartandlau.com/en-US/can-i-order-multiple-items-to-compare-and-return-the-ones-i-dont-want-5497762.md): We understand the appeal of ordering in multiple colors or sizes to compare them side by side before committing — it's a perfectly natural way to shop, especially for a considered purchase. That said, we do have a policy in place that we want to make
- [Is your website ADA accessible?](https://help.stuartandlau.com/en-US/is-your-website-ada-accessible-2581921.md): Yes, we use the accessibility app AccessiBe to provide comprehensive accessibility solutions for everyone visiting our website. You may find a link to the app in the header or footer of our website, which will open up the AccessiBe Dashboard and allo
- [Do you offer price adjustments?](https://help.stuartandlau.com/en-US/do-you-offer-price-adjustments-2643766.md): We understand it can be disappointing to see an item go on sale shortly after your purchase. However, as a policy, we do not offer price adjustments once an order has been placed. Like many brands, we periodically run sales and promotions to mark spe
- [Are payment processing fees refundable?](https://help.stuartandlau.com/en-US/are-payment-processing-fees-refundable-2581828.md): Payment processing fees are a one-time, non-refundable fee that your credit card company charges to facilitate the original transaction. This fee is not returned to the retailer or to the customer by the credit card company when a transaction is canc
- [What are your Affiliate Program policies?](https://help.stuartandlau.com/en-US/what-are-your-affiliate-program-policies-2643680.md): Our Affiliate Program is linked in the footer of our website, within our Help Menu, shown below and also linked here, so you can access it easily anytime you need to reference back to it. For your convenience, you may also provide the program policie
- [Why are shipping, insurance, and restocking fees charged separately?](https://help.stuartandlau.com/en-US/why-are-shipping-insurance-and-restocking-fees-charged-separately-3441729.md): To make shopping easier for customers worldwide, we keep shipping, insurance, and return fees separate from our retail prices. With a global customer base, including these costs in product prices would make them constantly change and harder to follow
- [Can I return items that are used or without tags?](https://help.stuartandlau.com/en-US/can-i-return-items-that-are-used-or-without-tags-3577346.md): We’re only able to accept returns for items that are unused, in brand-new condition, and have all original tags and packaging attached. Once tags are removed or an item has been used, we’re no longer able to restock it in sellable condition, so it be