Help & Support | FAQs | Stubble & Co

Help Centre

This page answers the most common questions we get asked, however please don't hesitate to email us at hello@stubbleandco.com or call +44 (0) 1252 224774 if you'd prefer to speak with us directly.

Worldwide Shipping Information

United Kingdom

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

Orders over £75

FREE Next Day shipping.
Upgrade to pre-12pm delivery for £5.50
Upgrade to Saturday delivery for £5.50

Orders less than £75

If your order is less than £75 we charge £3.50 for UK delivery

United States

Orders placed before 4pm Monday to Friday will ship 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 delivery. Cost calculated at checkout.

Europe

Orders placed before 4pm Monday to Friday will ship 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 Monday to Friday will ship 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.

General Shipping Questions

Will I be charged import taxes, VAT or customs duties?

Nope! The price you see on our website includes all taxes, duties and fees. We pay them all for you. There are no nasty surprises.

Which delivery companies do you use?

Bags are always shipped with premium carriers who provide detailed tracking, these include DHL, UPS and DPD.

Where do your parcels ship from?

All UK parcels ship from our warehouse near London, UK. US orders are fulfilled from our US warehouse in Dallas.

When do you dispatch orders?

Our cut off time for dispatch is 4pm UK time. Our warehouse only operates Monday to Friday, so orders received after 4pm UK times Friday will be dispatched on Monday.

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 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.

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 at 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, with a neighbour or returned to the depot. If you’re unsure, drop us an email at hello@stubbleandco.com confirming your delivery address and we’ll look into this for you.

Can I alter my shipping address after checkout?

Please email hello@stubbleandco.com and we’ll do our best to help you out.

What about 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 at 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 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 ships worldwide, with the exception of any country that DHL are unable to deliver to (e.g. Russia, Afghanistan, Iran and Iraq).

Please email hello@stubbleandco.com 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 friends address. Get in touch with us at hello@stubbleandco.com if you’re unsure and we can help.

How can I track my order?

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

Returns - United Kingdom

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. We have an extended returns period of 90 days.

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

How do I request a return?

Email us at hello@stubbleandco.com with your order number and we’ll send you a link to create a prepaid return label.

Do I need to pay for return shipping?

UK returns are free.

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 and with your return tracking number and we’ll try to speed things up.

Returns - United States

What is your returns policy?

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

How do I request a return?

Email us at hello@stubbleandco.com with your order number and we’ll send you a link to create a prepaid return label.

Do I need to pay for return shipping?

US Returns are free.

How long will my return take to process?

For US returns we expect to have them back to us within 5 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 and with your return tracking number and we’ll try to speed things up.

Returns - Europe and Rest of World

What is your returns policy?

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

How do I request a return?

If you’re returning something to us from outside of the UK, you will need to pay to get this back to us, however we can provide a discounted shipping label. Get in touch with us prior to returning and we’ll give you all the information you need.

Do I need to pay for return shipping?

Sadly we do no yet offer free international returns. If you would like to return your bag, get in touch and we can provide a discounted shipping label.

How long will my return take to process?

This depends where you are in the world, as well as the shipping method used. We recommend keeping proof of postage until you hear from us confirming we’ve received your return. Once the bag arrives with us it will be processed within 2-3 working days.

General Return Questions

I am waiting for my refund.

Refunds take 3-5 working days 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 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.

Can I exchange my product for something else?

If your bag is unused and you wish to exchange it for a different colour or product, please simply email hello@stubbleandco.com within 90 days of purchase.

General Order Questions

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

Of course. Please drop us an email at hello@stubbleandco.com and we’ll change any details 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.

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.

I need a VAT receipt.

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

Order Issues

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, drop us an email 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 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 address is 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.

Pre-Orders

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.

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 quicker.

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 progress of my pre-order?

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

General Questions

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

Please drop us an email with the specific product you’re looking at and we’ll help you out.

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

Head to checkout and apply 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.

Design & Manufacturing

Where are Stubble & Co products designed?

Our bag are designed in London by our talented product designer, Ana. 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.

Where are Stubble & Co products manufactured?

We use a fantastic small workshop in Southern China. It is managed by Matthieu, who we have weekly phone calls with. We’ve worked with the same producer since we founded the company and with regular trips and communication, we’re really proud of our supply chain. 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.

How will my purchase be packaged?

All our bags are packaged in a protective dust bag, and then within a branded cardboard box or mail bag.

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

Product Specifics

What products are suitable for airline carry-on?

Majority of our products will be accepted as carry-on on most airlines. Roll Top Mini, Roll Top, The Backpack, The Backpack Mini, The Weekender, and Adventure Bag.

What bags are waterproof?

Our rPET bags (Roll Top, Everyday Backpack and Adventure Bag) are fully waterproof with water-resistant zips and waterproof bound seams. 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 detail on this.

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 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.

Are you stocked in any shops?

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

Claims & Warranty

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 developed 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, and (e) proof of purchase (if bought via a 3rd party).

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

The bag that I ordered came with a fault, what can I do?

We’re so sorry to hear that. Please contact us along with your order number and picture of the fault and we will get that replaced for you right away.

Contact Us

Customer support

Our amazing customer experience team are here to support with anything you need. Email us at hello@stubbleandco.com and we’ll get back to you within a few hours. Or give us a call on +44 (0)1252 224 774.

Co-Brand

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