CUSTOMER CARE

FAQs

Helpful answers, from choosing your bag to caring for it.

Shipping Policy ↗Return Policy ↗Materials & Care ↗

Shipping & Delivery

Do you ship to my country?

We ship worldwide. Visit our Shipping Policy for estimated delivery times to popular destinations. If your country isn’t listed, contact us and we’ll help you check the estimated delivery time.

Shipping Policy ↗

How long will my order take to arrive?

Orders are usually prepared within 2–3 business days. Delivery time after dispatch depends on your destination—for example, shipping to the United States is estimated at 7–12 business days. Processing may take longer during busy periods, and delivery estimates are not guaranteed arrival dates.

Shipping Policy ↗

Is shipping free?

Yes. We offer free worldwide shipping on all orders, with no minimum purchase required.

Will I need to pay customs duties or import taxes?

Taxes and duties are included in our prices. You should not need to pay additional import charges on delivery. If a carrier requests a payment, please contact us before paying so we can help resolve it.

How can I track my order?

Once your order has been dispatched, you’ll receive a shipping confirmation with tracking information. If you need help checking its progress, contact us with your order number.

What if my delivery is delayed or tracking hasn’t updated?

Please contact us with your order number. We’ll check the shipment with the carrier and help you understand the next steps. A gap between tracking updates does not necessarily mean the parcel is lost.

What if my parcel is lost or arrives damaged?

We’ll handle the carrier claim and arrange a resend or replacement, without making you pursue the carrier yourself. For damaged deliveries, please share photos of the item and packaging where available. This does not limit your applicable refund rights.

Return Policy ↗

Choosing Your Bag

What materials are your bags made from?

Our range includes cowhide leather and microfiber leather. Materials vary by style, so please check the product description for the composition of the bag you’re considering.

Materials & Care ↗

Is microfiber leather the same as cowhide leather?

No. Cowhide is animal-derived leather, while microfiber leather is an engineered alternative. We identify the material in each product’s description so you can make an informed choice.

Will my laptop fit inside the bag?

Please compare your laptop’s dimensions—including any protective case—with the measurements and compartment details listed on the product page. If you’re unsure, send us your laptop dimensions and the bag you’re interested in, and we’ll help you check.

How can I check the size and weight of a bag?

Look for measurements and weight information on the product page. If a detail you need is missing, contact us before ordering and we’ll help you confirm it.

Are your product photos of the actual bags?

Yes. Our product photographs show our actual bags. Colours may appear slightly different depending on lighting and your screen settings. If you’d like help understanding a colour or detail, please contact us.

Are your bags suitable for work or travel?

Different styles suit different routines. Consider the items you carry, the size of your devices and your preferred carrying style. If you need help choosing a bag for commuting, everyday use or travel, tell us what you need to carry.

Are your bags waterproof?

Please don’t assume a bag is waterproof unless this is explicitly stated on its product page. If you expect to use it frequently in wet conditions, contact us for advice about the specific style.

Orders & Payments

Can I change or cancel my order?

Contact us as soon as possible with your order number and the change you’d like to make. We’ll check whether it is still possible based on the order’s status. Changes cannot be guaranteed once an order is being prepared or has shipped. This does not affect your applicable cancellation rights.

I entered the wrong delivery address. What should I do?

Send us your order number and the correct address as soon as possible. We’ll check whether the delivery details can still be updated. If the parcel has already shipped, we’ll help check the available options with the carrier.

Which payment methods do you accept?

The payment methods available for your order are shown at checkout. If you experience a payment problem, contact us for help—please never send your full card details or security code.

I haven’t received an order confirmation. What should I do?

Check your spam or junk folder and confirm that you used the correct email address. If you still can’t find it, contact us with the name and email used for your order so we can help check.

Can I buy a bag as a gift?

Of course. If you’re choosing a gift, we can help with questions about style, size and materials. For specific packaging or gift-message requests, please contact us before ordering to check what is available.

Returns & Order Issues

Can I return or exchange my bag if I change my mind?

Contact us within 14 days of receiving your order to request a return or exchange. Items must be unused, with no signs of wear or damage, and returned with their original tags and accessories. Reasonable inspection allowed by law is not treated as use.

Return Policy ↗

Who pays for return shipping?

For change-of-mind returns, you cover the return postage. For confirmed product faults, transit damage or mistakes with your order, we cover the necessary costs of resolving the issue.

Return Policy ↗

What if I receive the wrong bag or something is missing?

Contact us with your order number and details of the issue. We’ll arrange to correct the mistake or supply the missing item at no additional cost to you.

What if I find a quality problem after 14 days?

Please contact us. The 14-day change-of-mind return window is not a deadline for reporting all product faults and does not limit your statutory rights. We’ll review the issue and help with an appropriate solution.

Should I send my bag back straight away?

Please contact us for return instructions before sending anything back. We’ll explain whether a return is needed and provide the relevant arrangements.

Care & Our Studio

How should I clean and store my bag?

Care depends on the material and finish. Visit our Materials & Care page for general guidance, and contact us before using a cleaning product or treatment if you’re unsure whether it is suitable.

Materials & Care ↗

Can you help with wear or accidental damage?

Please get in touch. We’ll do our best to help with care advice, repair guidance or replacement parts where available. If a solution involves a charge, we’ll explain it in advance.

Where is Mensbaglab based?

We’re based in Hong Kong, where we have our own design and handcraft studio. We create bags for men with a focus on considered details, distinctive character and everyday practicality.

About Us ↗

Where can I read more about your bags and their care?

Visit our blog for material notes, care guides and stories from the studio. We’ll continue sharing new articles as we go.

THE MENSBAGLAB JOURNAL