Stuart & Lau

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]

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]

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]

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]

Hello Sayyed — thank you, but can you double-check if you're reviewing the correct store? We are a luggage brand, cheers.

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!

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]