FAQ

Announcements

• We're extending our return policy for the holidays
• Delivery Service Updates
• Brexit Customs Notice

Bundles

• Can I exchange an item in my bundle order?
• Can I return and refund my bundle order?

Shipping and delivery

• How long does delivery take?
• How can I track my order?
• How much is shipping?
• Where does my order ship from?
• What are the delivery types/costs for my country/region?
• Can you ship to a P.O. box?

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Ordering

• Can I change/cancel my order?
• How can I make sure my purchase was made correctly?
• I received the wrong order/there is a missing item from my order, what do I do?
• What does it mean when the product is on PRE-ORDER?
• I ordered multiple bags, but one of them is out of stock/pre-order. Will my other bag be shipped out first?
• What do I do if I can’t check out?

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Promos and Discounts

• Do you have a discount code, promo, or special offer I can use?
• How do I use my discount/promotion code?

Payment and pricing

• What payment methods are available?
• What currency am I charged in?
• Do you charge for customs, taxes, VAT or any other extra fees?
• What should I do if I see a double charge or incorrect amount for an order?

Warranty, Returns, and Exchanges

• What is your warranty policy?
• How do I make a warranty claim for my defective/damaged product?
• What is the policy on returns and exchanges?
• Can I change the bag that I received?
• How much is the return shipping fee?
• How long does the return/exchange take? When will I get my refund/replacement bag?

More About Us and Our Products

• Will my laptop fit?
• Design Update: New Logo
• Can I find your products in on-location/offline stores?
• What are the backpacks made of?
• How do I clean my bag?
• How can I contact you?

Cooperation and Collaboration

• How can I become a Gaston Luga retailer?
• I am a social media influencer—can we collaborate?

GLX Molotow

• What kinds of Molotow markers are available for GLX Molotow?
• What other items can I use the Molotow markers on?
• Is the Molotow Ink permanent or is it washable?
• Can I buy the Molotow markers separately?
• Can I exchange items in my GLX Molotow set purchase?
• Can I return items in my GLX Molotow set purchase?

GLX Glacial

• Where can I get more information on the Glacial bottle?
• Can I return/exchange items in my GLX Glacial set purchase?
• Can I buy the Glacial bottle or the GLX Glacial bag separately?

GLX Ricardo

• How long does shipping take for GLX Ricardo pieces?
• What is the warranty policy for GLX Ricardo pieces?