FAQs
Here are a few frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged.
If you don’t find what you’re looking for, don’t worry, just go to the bottom of the page and send us a message, we’ll be happy to help you.
Products
Are your bag designs unisex, or do you have specific styles for men and women?
Most of the backpacks we offer are unisex. They are inspired by the backpacks of hunters, explorers or travelers, when fashion was not as gender-specific as it is today.
So, of course, some shapes, sizes and colors may be more suitable for men than women and vice versa, but generally speaking, 90% of our backpacks are chosen by both men and women (and other genders).
How do I properly care for and maintain my canvas or leather bag?
Our bags are made of natural materials and are easy to care for.
We do not recommend washing your backpack in a washing machine, as this can damage the leather.
Leather:
To wash the leather part, just use a slightly damp, soft cloth. You can apply some specialized leather balm to make it look nice. Be careful to let the leather dry completely in the open air.
To preserve its condition over time, avoid exposing it to direct sunlight for a long time or storing it in a closed, warm and poorly ventilated place (it may mold).
Canvas:
For canvas, whether waxed or not, use a soft cloth dampened with soap (without chemical products) and gently rub the area in circular motions.
If you have a waxed canvas bag, and you see stains/marks or “discoloration”, this is a natural reaction of the wax. You can heat the fabric with a hair dryer for about 30 seconds at a distance of about 30 cm from the canvas, and you will see that all these marks disappear.
If you have any questions or are unsure about the treatment to be carried out, it is best to contact us beforehand, and we will try to help you.
Are your bags waterproof?
Our backpacks are made of leather and cotton canvas and are available in waxed and unwaxed styles.
Waxed canvas is water-resistant due to the wax applied, but it is not waterproof.
Unwaxed canvas is not waterproof, even if it repels a few drops of water.
However, if you wish, we can provide wax strips for waterproof canvas (there are other waterproof products on the market, but we recommend our special wax)
Where are your products manufactured?
Most of our articles come from our certified partner’s factory in China (backpacks, travel bags and messenger bags). We take great care in selecting partners who share our values. That means prioritizing quality, worker safety, fair wages and benefits, and minimizing impact on the environment.
Shipping
How is my order packaged before shipment?
We know how important it is to properly protect your parcel when shipping, so we have a strict packaging process in place for all our products to ensure maximum safety during shipping.
Quality Check: Before shipping your product, our team checks the product for factory defects and confirms that the product meets our quality standards.
Factory Bags: The product is packed in its original packaging, which is made of durable plastic to protect against dust and water generated during shipping.
Bubble Wrap: To ensure the integrity of the package, we wrap the bag with bubble wrap to avoid any damage caused by impact or friction.
Compostable Mailing Bags: The product is packed in 100% plant-based compostable mailing bags. We use envelopes instead of hard boxes to save space and optimize shipping loading efficiency.
In addition, since 2019, UE has implemented two-factor authorization for 3D Secure payments.
If you have any questions, concerns or would like more information, please contact us using the form below.
I ordered multiple items, will they be shipped together?
This depends on the number of products purchased and their size. We will try to send them together if this is possible and will not damage the products.
If the products are bulky (e.g. travel bags and backpacks) we may prefer to separate the packages to avoid damaging them during transport.
If multiple packages are sent you will of course receive different tracking numbers which you can track directly from our order tracking page.
Can I choose my shipping carrier?
We don’t have an option for customers to select their preferred carrier at this time. All orders are based on whichever carrier is best suited for faster delivery to your address.
Can I change the delivery address after my order has been shipped?
Unfortunately, no. We cannot make any changes once the package is in our system.
However, you should be able to update your address once the package arrives in your country on the carrier’s website in your country or by contacting them.
How can I track my order?
Once shipped, you will receive a shipping confirmation email with your tracking number and a link to our tracking page.
You can also access it directly by clicking here.
To track your order, you will need your order number or the email address you used for checkout.
What if I don't receive my order?
All shipments are insured for replacement in the event of a shipping problem, so if your order doesn’t arrive within a reasonable time, please let us know.
You may also need to submit a signed letter stating that the item was not received. You won’t lose money if your package is lost, so please be patient, and we’ll sort it out.
What if my order is delayed in transit?
Unfortunately, shipping delays are all too common as fuel costs and driver shortages continue to impact carriers. We understand how concerning this can be! In most cases, we find that despite delays in transit, our customers do still tend to receive their packages within the delivery timeline state.
My package was marked as delivered, but I didn't receive it. What should I do?
Sometimes, a carrier’s tracking information can be incorrect, and a package can be marked as delivered before it actually arrives.
Your package will most likely arrive within a few days, but it’s a good idea to check with your neighbor/caretaker and the post office in the meantime.
If your package hasn’t arrived after a week, open a claim case on your domestic carrier’s website and let us know the problem.
My package was marked as "Returned". What should I do?
If your package was not successfully delivered and was returned to us, it is usually due to insufficient address information. Your package will be returned and “Return to Sender” will be shown on your tracking information. This may happen if:
The delivery address does not exist
The delivery address is misspelled
The delivery address is missing information (i.e. apartment/building/suite number)
The carrier was unable to safely deliver the package
The recipient has moved
The recipient refused to accept the package
Packages returned to sender will be received by the international carrier logistics warehouse in your country, and once received, we will be able to reschedule a new delivery.
Please note that this process is lengthy, and no refunds will be issued for this type of issue.
Payment
What is the payment method?
You can pay for your order on our website in several ways: PayPal, Credit Card, Visa, American Express, Discover.
Is my payment secure?
Our website uses SSL encryption technology, which allows us to guarantee the highest security of your banking data 100%.
In addition, since 2019, UE has implemented two-factor authorization for 3D Secure payments.
If you have any questions, concerns or would like more information, please contact us using the form below.
Can I cancel my order after payment?
If you have made a mistake with the model or color, or you simply wish to cancel your order, please write to us as soon as possible (within 60 minutes of payment) at [email protected].
Once your order has been processed, it cannot be cancelled.
However, you have the right to return the goods within 30 days of receipt, after which we will refund the full amount (excluding return costs).
I forgot to use my code when I checked out. Can I use it later?
Yes, if you email us within 60 minutes of your order. We’ll be happy to help you.
Once processed, no changes can be made, but your code will be usable for future purchases (if your code has an expiration date, please contact us, and we’ll create a new one for you).
What if my credit card is declined?
If your payment is not successfully processed or is declined when trying to complete your purchase, you will be given the opportunity to enter a new card number or alternative payment method before completing your purchase.
If neither works, we assist our customers by accepting bank transfers when needed. Email us, and we will assist you in placing your order.
Returns & Refunds
What is your return policy?
If you are not satisfied with your purchase or would like to return an item, please return the item to us in accordance with our Return Policy.
Do you provide return shipping labels?
We do not provide prepaid return labels. Return shipping costs and any taxes/fees that may apply are the responsibility of the customer. These charges will be deducted from the refund.
The items I received for my order are defective, incorrect or missing. What should I do?
We know how frustrating this can be. Rest assured, we want to deliver every order to our adventurers perfectly!
Upon receiving your order, please carefully inspect the delivered items. If the item you received is defective, incorrect, or you believe an item is missing: please email [email protected] within 2 business days of delivery.
Include a photo and description of the issue along with your order number to ensure a quick resolution. We will work with you to correct the order as quickly as possible so that you are satisfied with our service.
Do you give refunds?
Of course. Once we receive your return, we’ll check it to make sure it complies with our return policy guidelines.
If it doesn’t, we’ll return it to you (at your expense) or destroy/donate it to charity or someone in need.
If it does, we’ll refund you within 7 business days using the payment method you used at checkout. It may take a few days for your refund to appear in your account.
If you’d like to receive a store credit for the amount of your order, please let us know when you request your return, and we’ll issue you a store voucher.
Other Issues
Why have I never received any order/shipping confirmation email?
As soon as your order is confirmed, our system automatically sends an order confirmation email summarizing all the details of your order.
Once the shipping confirmation email is sent, the process is the same.
If you have never received these emails, please check your spam or promotional mailboxes as they may have arrived there unintentionally depending on your mailbox settings.
If you still can’t find them, don’t worry, just contact us with your basic order information (first name, last name, email address used for ordering) and we will sort it out for you.
How do I unsubscribe from your emails/newsletters?
You can unsubscribe from our emails by scrolling down to an email we previously sent you and clicking “unsubscribe”. This will remove you from our email list, sadly, forever.
If you change your mind later, you can still subscribe to our newsletter by registering on our website or contacting us.
