Frequently Asked Questions
How do you ship?
We offer free standard shipping on all US orders. Expedited shipping is available as well for a small fee. All of our products are proudly shipped from within the United States of America. Items in an order may be packaged and shipped together or sometimes separately at our discretion to ensure the smoothest delivery process possible.
How long will it take to get my order?
We ship orders Monday through Friday, excluding federal holidays. Orders are processed and sent out within 1-2 business days. Afterwards, with standard shipping, packages typically arrive within 3-5 business days from our East Coast warehouse. With expedited shipping, packages typically arrive within 1-3 business days.
Do you ship worldwide?
Unfortunately, we don't ship internationally at the moment. Our focus right now is on the US but things may change in the future, so stay tuned.
How do I track my order?
Once your order ships, you'll receive a shipping confirmation email and tracking number. Please note that new tracking numbers can take up to 24 hours to activate from the time you receive your shipping confirmation.
I haven't received my order/shipping confirmation email. What should I do?
If you haven't received an email confirmation yet within 1-2 business days, there are a few things you can do:
- Check your spam folder. Some email providers with faulty spam recognition might mistakenly mark our emails as spam.
- If you're using Gmail, check your Promotions inbox by clicking the “Promotions” tab at the top of the page.
If neither of those things work, please contact us. We'll help update you on your order status.
I think I'm missing something from my order. What should I do?
Items in an order may sometimes ship separately at our discretion to ensure a smooth delivery process. Please make sure to check all of the tracking numbers provided. If it's been a few days and you're concerned about the rest of your order, just contact us and we'll be happy to check the status for you.
What if my order has been marked as delivered, but I haven't received it?
We want you to get your package as soon as possible, but before you're made to wait for a new shipment, we also want to make sure that your package isn't hiding nearby. Please first check to see if your order was left with a neighbor, roommate or another relative that may have accepted the package for you. Postal carriers occasionally leave items in unusual locations to prevent them from being stolen, so it might be helpful to give your entryway a quick once-over as well. If you still can't find the package, please double-check your shipping address on your order confirmation to ensure that the order was shipped to the correct address. Shipping carriers will also occasionally mark items as delivered a few days in advance. Please wait 3 additional business days from the date of delivery to see if the package shows up. If not, please reach out to us with your order number and we would be happy to arrange a replacement or refund.
What is your return policy?
We accept returns on most orders within 14 days from delivery. Custom products, items marked Final Sale, and items purchased with a gift card are not eligible for return. Returned goods must be in a completely brand new and unused condition with all original tags pristinely fully intact and all original packaging present. To proceed with a return request, please contact us and let us know what issues you're having. We'll then reply back with instructions. The return process may take up to 2 weeks from delivery of the returned item to process. If your request is found to be eligible, the refund will be processed to the original form of payment.
Please note that you are responsible for any and all return shipping costs and must include tracking with your shipment to ensure your return package does not get lost.
What is your exchange policy?
Unfortunately, we do not currently offer an exchange service at this time. Should you require to exchange an item, please proceed with the return process above. You may purchase the replacement at your convenience, before or after you receive your refund.
How are your products organized?
The products we offer are organized by both design series and by collections. Our various design series represent the different philosophies that color our life and serve as overarching design languages while our collections represent various themes and seasons. Often time, we also feature products from indie designers through our official partnerships too. Creation and curation define our work.
How large or small are your bags and backpacks?
Detailed measurements for the outer dimensions can be found on all of our product pages. These measurements correspond to a fully packed bag. Please make sure to check these numbers before making a purchase so that you're fully aware of the size of the bag or backpack in question.
How do I care for my bags and accessories?
A little TCL (tender loving care) and maintenance can go a long way. We recommend that you clean your product by wiping with a slightly damp cloth soaked in water only and then let it air dry.
Where else do you sell your products?
The products within our design series are only available from our online store. We don't sell from anywhere else at the moment. Beware of low quality counterfeits with missing features and dangerous defects using our old computer generated images. We now only use real photos of our actual products.
The products from outside our design series that are made possible through our official partnerships with independent designers, of which we are an official US distributor, may have other official US distributors depending on each partner and designer. We, along with our partners, do not offer any of our products on generic mass online marketplaces in the US due to lax regulations and enforcement.
Where are your products made?
All of our products are responsibly made in various countries including Vietnam, China, Korea, and Japan. Our manufacturers are all exceptionally experienced and are known for their high quality and craftsmanship. Additionally, our factories are all committed to fair working hours/pay, proper living conditions, and strong workplace safety for our workers.
Why should I carry a bag around when I can stuff everything into my pockets?
First off, not everyone has real pocket space. (*cough* pants for women *cough*) We know how important it is to be true to ourselves, so if that's your thing, go for it, but the freedom of going out all day with empty pockets is something that you won't be able to resist once you've experienced it first hand!
I'm an indie designer interested in featuring some of my products with Project Monzu, how do we make this happen?
Let's talk! Please reach out to us through our contact form.