Help Centre

This page answers the most common questions we get asked, however, please don't hesitate to contact us or email us at hello@stubbleandco.com if you'd prefer to speak with us directly.

Delivery

  • What is your delivery and shipping policy?

    United Kingdom

    Orders placed before 4pm Monday to Friday will be shipped the same day. Orders are delivered Monday-Friday unless upgraded to Saturday delivery. 

    Orders over £75

    • FREE standard shipping (2-3 business days)
    • Upgrade to NEXT DAY delivery for £3.95 (place your order BEFORE 4pm Monday to Thursday for next day delivery)
    • Upgrade to pre-12pm delivery for £5.50
    • Upgrade to Saturday delivery for £5.50 (order before 4pm on Friday, for Saturday delivery)

    Orders less than £75

    If your order is less than £75 we charge £3.50 for for standard UK shipping (2-3 business days)

    United States

    Orders placed before 3pm GMT Monday to Friday will be shipped the same day. Orders are delivered Monday-Friday. 

    Orders over $100

    • FREE shipping (2-3 business days)
    • Upgrade for DHL Express Shipping (typically 1-2 days). Cost calculated at checkout.

    Orders less than $100

    If your order is less than $100 we charge for standard delivery (2-3 business days). Cost calculated at checkout.

    Europe

    Orders placed before 4pm GMT Monday to Friday will be shipped the same day. Orders are delivered Monday-Friday. 

    Orders over €85

    • FREE shipping (3-4 business days)
    • Upgrade for DHL Express Shipping (typically next business day). Cost calculated at checkout.

    Orders less than €85

    If your order is less than €85 we charge for international delivery. Cost calculated at checkout.

    Rest of World 

    Orders placed before 4pm GMT Monday to Friday will be shipped the same day. Orders are delivered Monday-Friday. 

    Orders over £75 / €85 / $100

    • FREE shipping (4-5 business days)
    • Upgrade for DHL Express Shipping (typically next 2-3 business days). Cost calculated at checkout.

    Orders less than £75 / €85 / $100

    If your order is less than £75 / €85 / $100 we charge for international delivery. Cost calculated at checkout.

  • Which delivery companies do you use?

    Bags are always shipped with premium couriers DPD or DHL, who provide detailed tracking.

  • Where do your parcels ship from?

    All UK parcels ship from our warehouse near London.

  • My delivery is taking longer than expected - what can I do?

    If your tracking information hasn’t updated in a few days, please get in touch by via contact us or emailing hello@stubbleandco.com and we’ll look into this further for you. Don’t worry, if you’re in a rush we’ll do everything possible to help.

  • How can I track my order?

    You’ll receive a shipping confirmation email and this will include all tracking information for your order.

  • My tracking states that my order is being returned to sender?

    This means that your order is being sent back to our warehouse. This can happen for a number of reasons but get in touch with us or email hello@stubbleandco.com so we can figure out how this happened and send out a replacement.

  • My order hasn’t arrived even though the tracking says it’s been delivered.

    We’re sorry to hear your order hasn’t arrived! Please check the tracking number first, as more often than not this will tell you if it’s been left in a safe place or returned to the depot. If you’re unsure, contact us or email hello@stubbleandco.com confirming your delivery address and we’ll look into this for you.

  • Can I alter my shipping address after checkout?

    Please contact us or email hello@stubbleandco.com and we’ll do our best to help you out. We aim to dispatch all orders as quickly as possible so please check your address before completing your order.

  • Can I alter my shipping address after my order has shipped?

    Unfortunately, we’re not able to alter any information after your order has shipped. But you can use the tracking link to redirect your parcel to a safe place. Please get in touch or email hello@stubbleandco.com if you need any help with this and we’ll happily assist.

  • Can I choose a different shipping provider after checkout?

    We’re unable to change the shipping method after an order has been placed so please ensure you select your preferred option during checkout.

  • What countries do you ship to?

    Stubble & Co ship worldwide, with the exception of any country that DHL are unable to deliver to (e.g. Russia, Afghanistan, Iran and Iraq).

    Please contact us to place orders for Egypt and Brazil.

  • Can I ship an order to a military address?

    Sadly we can’t accommodate this, but we can ship to another suitable location for you, such as a family or friend's address. Get in touch if you’re unsure and we can help.

  • How will my purchase be packaged?

    If you are purchasing a bag as a gift, and would rather we hid the branding with a mailing bag, simply tick "Is this a gift?" at checkout. These are made out of recycled materials and are fully recyclable.

Returns + Refunds

  • What is your returns policy?

    We want you to be happy with the quality, look and functionality of your Stubble & Co bag. If you’re not happy for any reason, you can return your bag for a full refund. You have 30 days from the date of receiving your order to return.

    Returned bags must be in an unused condition. We can’t accept a return if it arrives used, or damaged due to improper packaging. Preferably return in the original packaging.

  • How do I request a return?

    Please visit our returns portal to process your return and receive a prepaid return label.

  • Do I need to pay for return shipping?

    UK returns are free.

  • Can I exchange my product for something else?

    Should you wish to exchange your bag for a different colour or product, please visit our returns portal to process your exchange and receive a return label. Your exchange will be dispatched when your return item is on its way back to us. If you exchange for a higher value item, payment will be due before we dispatch your item.

  • How long will my return take to process?

    For UK returns we expect to have them back to us within 2 working days, and you can expect to hear from us a couple of working days after it’s been delivered.

    If you haven’t heard from us and you’re concerned, please get in touch at hello@stubbleandco.com.

  • I am waiting for my refund.

    Refunds take 3-5 working days from the moment we process your return to appear in your bank account. If you have any concerns, please contact your bank and they’ll be able to help.

  • I no longer have my original packaging, what do I do?

    Not to worry, please use any suitable box or mailing bag for your return.

  • I returned my order, but I no longer have the card I used to pay.

    Your refund will still go back onto the card used on your order as long as the account is still open - we do not have the ability to issue a refund to anything other than the payment method used for the initial purchase.

    Even if a card is lost, stolen or cancelled, we are still able to refund the same card. We cannot refund your order to a different card. For example, if it was your HSBC account, the money will just go back into the same account that the card was linked to.

    In these instances, refunds can take a little longer, but if you have any issues seeing your refund 10 working days after it was completed by us, please get in touch with your bank or card provider.

  • How do I return more than one item?

    We encourage smaller items to be returned in one box. However, if you need to return larger items please process a return per item using this returns portal.

  • My order was a gift but I want to return or exchange it.

    Please reach out to us at hello@stubbleandco.com so we can help to locate the original order. We can find the order with the email address, name or delivery address of the person who placed the order.

    Unfortunately we cannot process any returns without locating the original order. All refunds will be processed back onto the original method of payment.

Order Queries

  • Can I change my order or add items to my order after checkout?

    Of course. If your order hasn't been dispatched, please get in touch or email us at hello@stubbleandco.com and we’ll change any details for you.

  • How do I cancel my order?

    We’ll be able to cancel your order if it hasn’t shipped. Please get in touch with us as soon as possible.

  • I've cancelled my order, when will I get my money back?

    If you've paid for your order via PayPal, the funds will go immediately back into your account. If you paid via debit or credit card, it can take 3-5 working days for the card issuer to get your money back to you.

  • Help! I'm missing an item from my order.

    We’re very sorry to hear this. If you've ordered two bags, they will be dispatched in two boxes and can sometimes be separated during delivery. If the other item doesn’t follow soon after the first get in touch or email us at hello@stubbleandco.com and we’ll correct this right away.

  • Help! I've received the wrong item(s).

    We’re very sorry to hear this. Please get in touch or email us at hello@stubbleandco.com and we’ll get this sorted for you.

  • I am experiencing an issue placing an order, what can I do?

    Please make sure your delivery address and billing address are correctly inputted, it can also help to use a different card or Paypal. If you’re still experiencing issues, get in touch and we will help you place your order.

  • How do pre-orders work?

    Pre-ordering allows you to reserve an item before it’s available. We’re a small company and produce small productions at a time. This ensures we can stay on top of quality control, so sometimes we find ourselves a little short.

    Dispatch dates can be found on the product page for the pre-ordered item. If you're unsure, please contact us or email us at hello@stubbbleandco.com and we can confirm this for you.

  • When is payment taken for my pre-order?

    We take payment when you place your pre-order. Of course, if you change your mind or wish to cancel before your pre-order is fulfilled, that’s not a problem. Get in touch with us and we can change any details.

  • Can I purchase other products with a pre-order item?

    Of course! We’ll usually hold all items until your whole order can be fulfilled, but get in touch if you’d like the other items quickly.

  • Can I update the address for my pre-order?

    No problem at all - get in touch and we’ll amend this for you.

  • Will I be kept up to date with the progress of my pre-order?

    Definitely! We aim to keep all of our customers updated with any changes to delivery dates.

Payments + Promos

  • I have a discount code, how do I use it?

    Head to checkout and apply the discount code in the “voucher code” box on the right-hand side of the checkout page.

  • Did my order go through successfully?

    You should receive a confirmation email, please check your spam folder if this doesn’t come through. If you haven't received an email, get in touch and we’ll look into this for you.

  • My order didn't go through but I've still been charged.

    Sometimes your bank can be hasty in taking the funds but they’ll be released when the order doesn’t go through. This can take a little while to show up on your account. If you haven't received an email, get in touch and we’ll look into this for you.

  • Why do I have multiple charges on my financial statement?

    If you attempted to place your order more than once, all attempts will show on your statement as pending charges. All declined charges will be removed from your statement within 3-5 business days. Funds were not withdrawn as the declined charge(s) was not successful.

  • Can I get a VAT receipt?

    Not a problem at all. Get in touch with us and we’ll generate one for you.

  • What are my payment options?

    We accept all major Credit/Debit cards. Paypal, Shopify Pay, Apple Pay and Google Pay are also available.

  • Where can I find information on competitions and promotions?

    You can find our competition and promotion terms and conditions here.

Product Queries

  • Where are Stubble & Co products designed and manufactured?

    Our bags are designed in London by our talented product designers, Ana and Ella. Ana came to us in 2020 and we loved her enthusiasm and expertise. We've worked closely with her ever since to develop and expand our range. We've now expanded our team with Ella, her vast experience and knowledge are invaluable to us in taking our products to the next level.

    We’re really proud of our supply chain and we've made sure that everything is being run on European standards and is BSCI accredited. Our skilled manufacturers are experts in what they do, ensuring your bag is of the highest quality.

    Since we founded the company we’ve worked with a fantastic small workshop in Southern China. It is managed by Matthieu, who we have weekly phone calls and our design team have regular trips to ensure our standards are being met.

    In 2023 we partnered with a second factory based in Long An, Vietnam. There, we are working with Yoonji and her team to improve upon what we’ve already built. The 400 sewer facility is the perfect size to partner with as we continue to introduce more styles and execute new techniques. We are excited to make this a regular destination on our development trips.

  • What products are suitable for airline carry-on?

    The Adventure Bag, The Kit Bag and The Weekender have been specifically designed to maximise what you can carry-on an airline, using the maximum dimensions.

    Also the majority of our products will be accepted as carry-on for most airlines. Roll Top Mini, Roll Top, The Backpack, The Backpack Mini, The Weekender, The Commuter, The Everyday Backpack, The Adventure Bag and The Kit Bag.

  • What bags are waterproof?

    Our rPET bags (The Roll Top, Everyday Backpack, Adventure Bag and The Kit Bag) use waterproof materials with water-resistant zips and waterproof binding. Our canvas bags are water-resistant. They’ll be okay in the occasional rain downpour but we wouldn't recommend submerging in water.

  • How do I care for my bag?

    To remove dust or dirt, use a lightly dampened lint-free cloth. Do not scrub. If necessary, use mild soapy water to remove more stubborn stains.

    Leave to dry naturally, removing any excess moisture with a cloth.

    Please do not machine wash, tumble dry, use strong soap or detergent, apply solvents, iron, starch or leave in direct sunlight for prolonged periods.

    You can use a wax leather protector or colour-locking waterproof spray for leathers & suedes, to protect and restore the leather used in our canvas range.

  • How big are the laptop compartments?

    Please visit our product pages for more details on this. Our compartments come in a variety of sizes for laptops from 13" to 16".

  • Are you stocked in any shops?

    We aren’t currently stocked in any retailers, which is why we offer free UK delivery and returns. If you’d like any more information on any of our products, please get in touch.

  • The product is out of stock, will it come back?

    Please get in touch with the specific product you’re looking at and we’ll help you out.

  • How can I find out about product launches?

    You can sign up for our newsletters to be the first to know.

  • Do I need The Roll Top or The Roll Top Mini?

    The Roll Top has a 20L capacity and is perfect for your daily commute and going to the gym. It can even be used for a weekend away - our customers are always surprised by how roomy The Roll Top is.

    The Roll Top Mini suits your daily commute or day trips. It’s 14L has plenty of room for your day-to-day life, with the added advantage of being compact enough to not get in the way of your busy schedule.

  • How does The Roll Top stand up to day to life?

    The RPET material of The Roll Top is designed to be durable and perfect for your day-to-day. It's easy to wipe down and even the lighter colours are easy to clean up and get back to looking brand new.

  • Do you offer a quality warranty?

    The founding value of Stubble & Co was to never compromise on quality, whether that be our products or our customer service. We’re committed to developing the most durable, functional and stylish bags. With this in mind, all bags come with a 2-year warranty as standard against defects in material or workmanship.

  • Help! My bag has a fault, what can I do?

    We are so sorry to hear that. Please get in touch with the following information: (a) order number, (b) short description of the issue, (c) photographs of the issue, (d) shipping address for any repairs/replacement product.

    If you fall out of the 2-year warranty, do get in touch as we will be happy to advise and assist you.

    If you are unable to provide your order number, please let us know and we can assist you with finding this - we will need proof of purchase when processing any warranty claims. 

  • Do you do corporate branded products?

    Head to our co-brand page for more information. Or email cobrand@stubbleandco.com to learn more about this service, our costs and current lead times.

Data Privacy

  • How do I find your Privacy Policy?

    Here is our Privacy Policy.

  • How does Stubble & Co handle data?

    Here is our Privacy Policy, you can find out how we use your data.

  • How do I unsubscribe from your marketing database?

    To unsubscribe from our marketing communications you can find a link at the bottom of our emails, or contact us and we can do this for you. Please email us at hello@stubbleandco.com if you need any help.

  • How do I request for my personal data to be erased?

    Please get in touch or email us at hello@stubbleandco.com and we can sort this for you.

Can't find the answer to your question?

Get in touch with our customer experience team and we'll help you out.