Stuart & Lau (stuartandlau.com) has a 4.5 out of 5 rating on OK.one, based on 62 user reviews collected here. It is listed under Home & Garden and its reputation is excellent. 87% of reviews are 4 stars or higher and 11% are 1 star; The business has replied to 88% of negative reviews; 39 of them were added in the last 12 months. Last updated 2026-08-10.
What people say
C
Cory B. · 4 reviews · Experienced 2026-01-30 ·
★★★★★
Slow Shipping, Deflective Customer Service, Zero Accountability
This is a review based on their shipping and customer service, not the actual product. Who knows when, or if, I’ll receive that. Shipping can sit for days with no carrier movement. When you ask for a straightforward update, customer service gaslights you by reframing their slow shipping as customer misunderstanding and pointing back to site policies via links instead of actually addressing the issue or giving exact dates.
They clearly don’t have their operations in order. Something tells me a lot of their product is either backordered, produced based on order intake, or tied up in production issues because bills aren’t being paid. It makes sense that they generate a shipping label right away to make it seem like they’re on top of it, but that’s really just so they can talk in circles over email when you complain.
The reality is that unless you’re ordering a custom product, which this definitely is not, it shouldn’t take more than 2 days for a company to ship a bag. It definitely shouldn't take 3-4 days. They don’t know what they’re doing, and their customer service team only makes the situation worse.
Worth knowing if timing matters or you’re ordering a gift, or you just want to save yourself from dealing with a company holding onto your money for who knows how long.
They are definitely not a customer-first company. Providing subpar service and then framing it on their site as an expectation doesn’t excuse them from being an awful company. Take a look at some of the other 1–3 star reviews. They do this all the time. That’s the only expectation you should know about.
Reply from Stuart & Lau2026-02-02
Hi Cory,
Good morning, we appreciate your feedback and just followed up on email, so we'll be a bit brief in reply here.
We advertise a standard 2-3 day order processing timeframe from order confirmation to dispatch from our warehouse. Unfortunately, there was a winter weather event last week that prevented us from meeting this expectation due to the UPS receiving docks being blocked by snow on Friday.
We are very sorry that this impacted your order, and we will continue to assist over email with anything you need.
With warm regards,
Stuart & Lau \\ [email protected]
T
Terri · 27 reviews · Experienced 2026-01-06 ·
★★★★★
Nylon products with Bentley waiting times
I purchased an umbrella on 21st November as a Christmas gift. Under their guidelines this was more than enough lead time. It's now the 6th January, my umbrella has gone to Atlanta, Miami, London (I'm in the UK) & onto Canada. Customer services offers no apology, seem unbothered and simply link me the tracking link (it started it's journey on the 8th December). Will I ever get this £100 umbrella? Who knows. They certainly don't.
Suddenly they're very talkative and full of explanations once a review goes up, no such luck when contacting them directly.
Reply from Stuart & Lau2026-01-26
Dear Terri,
Thank you for taking the time to provide your feedback. We’re sorry to hear about your frustration, and we understand how disappointing it can be when a gift doesn’t arrive in time for Christmas.
For our umbrellas, we advertise a 2–3 week lead time prior to dispatch—as they are produced in small batches by Fox Umbrellas—followed by an estimated 8–20 business day international transit time with a postal carrier.
These timeframes are clearly communicated immediately below the add-to-cart button on the product page and then again at checkout within the shipping method selected: "Global Shipping | 8–20 Work Days”.
Your order placed on November 21 was shipped on December 15 and delivered on January 12, falling within the advertised timeframes above.
We thank you again for sharing your experience and hope this clarification is helpful.
With warm regards,
Stuart & Lau \\ [email protected]
Unreliable and untrustworthy. I made a purchase beginning of December, paid for insurance and express shipping, and have yet to receive my goods - it is now January 5. Not to mention it was supposed to be a Christmas gift. All excuses in customer service emails. Given the lack of information on the package, I have asked for a refund, but no way. Just more excuses. Never again!!
Reply from Stuart & Lau2026-01-26
Dear Silvia,
Thank you for sharing your feedback. We’re sorry for the frustration this situation caused, especially as the order was intended as a Christmas gift.
Shortly after your order was shipped internationally to Portugal, a nationwide labor strike affecting postal workers and express carriers caused significant delivery disruptions and backlogs across all providers. This labor strike in Portugal was outside of our control and only became apparent once your shipment was already in transit, at which point we were actively assisting you with tracking it down.
Once it was confirmed that the shipment was lost as a result of these disruptions, we immediately issued a full refund, including shipping and insurance.
While we always do our best to ensure international shipments transit smoothly, rare and unforeseeable events like labor strikes can occur, and we sincerely appreciate everyone's patience with the process when they do.
Thank you again for sharing your experience, cheers.
All the very best,
Stuart & Lau \\ [email protected]
M
Miles · 1 review · Verified · Experienced 2025-12-17 ·
★★★★★
Amazing customer support
Team support & quality of the dog.
M
Mark · 2 reviews · Experienced 2025-12-23 ·
★★★★★
Very disappointed in what I received
Very disappointed in what I received. The gym bag is small and I don’t know whose shoes they think are going to fit in the shoe compartment. It’s tiny. It’s this ordinary nylon- like bag for over 500$. And then good luck with returns! They are only too happy to receive returns. To Hong Kong! It was shipped from Canada but can only be returned to Hong Kong. The cheapest I could find was Canada Post for 227$. Almost half the price of the unimpressive item. I would never recommend this brand. To anyone
Reply from Stuart & Lau2026-01-05
Hi Mark S.,
Thank you for sharing your experience; we are sorry that the gym bag was too small for your specific needs, leaving you disappointed. We provide the dimensions and specifications for every bag on the product page, and are very sorry if those were missed.
Our Redux is the more compact option between the two gym bags, and is designed to be a true daily commuter option, whereas the Regimen is slightly larger and serves as both as a daily carry and an overnight option.
For international returns, we appreciate your feedback and are always working to improve the process for our customers abroad. As shared with you, all international returns — including from Canada — are routed back to our international facility in Hong Kong for the time being until more localized solutions are feasible. Unfortunately, the process for receiving back international returns does involve more complexity than the original outbound shipment.
Thank you again for giving us a try, and best wishes for the new year!
Sincerely,
Stuart & Lau \\ [email protected]
Stuart & Lau delivers sleek, stylish bags that feel both modern and durable. The quality of the materials and craftsmanship really stands out. It's a solid choice for anyone looking for functional yet fashionable accessories.
I reached out to Stuart & Lau about placing an express order because otherwise the gift I was buying wouldn’t arrive in time for my husband’s birthday. They were incredibly accommodating, responsive, and fast. They sorted everything out immediately and I ended up receiving the present well ahead of when I needed it.
What really stood out was how thoughtful they were throughout the process: they kept checking in, proactively updating me on the status of the package, and making sure everything was on track. On top of that, the product itself is fantastic - beautifully made and exactly what I was hoping for.
They deserve all the business in the world.
Stuart & Lau have been absolutely unbelievable on both product quality and customer service. I have owned high quality briefcases for many years, and my Stuart & Lau Cary Double, with umbrella, is by far the best briefcase I have ever owned. I lost track of the briefcase shoulder strap, reached out to Stuart & Lau to see if I could purchase a new one, and they sent me an even better shoulder strap free of charge. I cannot recommend Stuart & Lau enough and will absolutely be returning for future briefcases and bags! A tremendous thank you to the entire Stuart & Lau team.
Hello Sayyed — thank you, but can you double-check if you're reviewing the correct store? We are a luggage brand, cheers.
B
Biru · 9 reviews · Experienced 2025-12-11 ·
★★★★★
good app I gave this app a 5 rating.
Reply from Stuart & Lau2025-12-15
Hi Biru, we appreciate the review, thank you. We would just suggest, however, checking that you are reviewing the correct website — as we are bag and luggage brand, thanks!
L
Lelette · 1 review · Experienced 2025-12-07 ·
★★★★★
I ordered a bag on November 6th and I…
I ordered a bag on November 6th and I NEVER received it. Customer service is giving me the runaround, making me believe it will be shipped by November 30th at the latest.
It's now December 7th and I still haven't received anything. It's outrageous.
Reply from Stuart & Lau2025-12-08
Dear Lea M.,
Thank you for sharing your experience, and we apologize again that your pre-order is slightly outside of the original shipping estimate for late November.
As shared over email, the pre-order ship dates reflect our best estimate based on the information that our logistics partners provide — but they are not guaranteed, as small delays can occur, and we kindly ask all customers to appreciate that we always do our best to ensure pre-orders ship as soon as the inventory is available.
We sincerely appreciate your eagerness to receive your pre-order. We will continue to assist over email, and thanks again for sharing your feedback here.
With warm regards,
Stuart & Lau \\ [email protected]
T
Tom Nicholas · 1 review · Verified · Experienced 2025-12-01 ·
★★★★★
The greatest work bag ever
The greatest work bag ever! Excellent build! Amazing design! Exceptional craftsmanship! Premium materials used! Functional and affordable luxury! Anyone can easily see in the small details of the bag the love and dedication they put into crafting this masterpiece. This is already my second Cary Briefcase. I like the first edition so much and used it for 8 years. I recommended it to a friend and handed it down to him so he could experience the Cary Briefcase himself. I am very happy to buy a new one for me. I thought the Cary Briefcase couldn't be better, but I was very pleased to see how the bag has evolved and has become even more superior. Great job, Matt & Jimmy and the incredible Team at Stuart & Lau. I can see myself buying the other bags in the collection in the future.
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Benjamin · 2 reviews · Verified · Experienced 2025-11-06 ·
Although I ended up cancelling my order due to personal reasons, I 100% think anyone would have loved their brand. It’s so stylish yet functional. You know it’s well thought out. On top of this, their customer service is spectacular. I didn’t have any hassle talking to them, and they really helped me sort things out. Will definitely purchase something from them again.
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FRANK · 2 reviews · Verified · Experienced 2025-02-27 ·
★★★★★
Customer Experience Matches Excellent Product
The customer service experience was swift and engaging. The Cary briefcase I ordered arrived beautifully packed, with all the instructions provided. The little details, such as the nylon tote bag, were an added treat, and even after almost a year's use, the blue fabric and tan leather have shown hardly any wear. It reflects the quality of Stuart & Lau.
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Gop Menon · 4 reviews · Experienced 2025-10-24 ·
★★★★★
Amazing!
Deliberated over this for well over 6 months but since I got it, not a single regret. Well crafted, ingenious design and very versatile. Have had many admiring glances and am well & truly pleased with this purchase. Worth every penny and more!
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Albert · 3 reviews · Verified · Experienced 2025-08-08 ·
★★★★★
My first impression is that I’m going…
My first impression is that I’m going to get years of use out of this well-made tote. I’m looking forward to using it for work!
