Customer Service & FAQ

Shipping

Q: Where do you ship?
A: We ship worldwide to most countries with free shipping on all orders.

Q: How much does shipping cost?
A: We offer free worldwide shipping on all orders, with no minimum purchase required.

Delivery

Q: How long does delivery take?
A: Delivery times vary by destination. Here are our estimated timeframes:

Thailand: 3–5 business days
Asia: 7–14 business days
Europe: 10–20 business days
North America: 10–20 business days
Rest of the world: 15–30 business days

These are estimates and may vary due to customs clearance or carrier delays.

Q: Can I track my order?
A: Yes! Once your order ships, you'll receive a tracking number via email so you can monitor your package in real time through the carrier's website.

Q: What if my package is delayed?
A: While rare, delays can occur due to customs clearance or carrier issues. If your order hasn't arrived within the maximum estimated timeframe, please contact us at contact@carry-work.com with your order number and tracking information — we'll investigate promptly.

Q: What if my package is lost?
A: Packages are considered lost after 30 days from the dispatch date (45 days for remote destinations). If this applies to your order, contact us at contact@carry-work.com and we will open an investigation with the carrier and find a solution.

Returns & Refunds

Q: What is your return policy?
A: We accept returns within 30 days of delivery for unused items in their original condition, with all tags attached and in original packaging.

Q: How do I initiate a return?
A: Contact us at contact@carry-work.com with your order number and reason for return before sending anything back. Returns sent without prior authorization will not be accepted. We'll provide you with full return instructions.

Q: Who pays for return shipping?
A: Return shipping costs are the customer's responsibility, except in cases of defective, damaged, or incorrect items — in which case we cover the return shipping costs.

Q: How long does a refund take?
A: Once we receive and inspect your return, we'll notify you within 3 business days. Approved refunds are processed to your original payment method within 10 business days of approval.

Q: What items cannot be returned?
A: The following items are non-returnable: personalized or monogrammed items, items purchased on sale or with a discount code, and gift cards.

Customs Duties & Taxes

Q: Do I have to pay customs duties or import taxes?
A: No. Carry-Work operates on a Delivered Duty Paid (DDP) basis. All taxes and import duties are included in the price you see at checkout. There are no additional charges upon delivery.

Q: Will I be charged extra at delivery?
A: Never. Our prices are fully inclusive — what you see at checkout is the final amount you pay, wherever you are in the world.

Q: Why are your prices all-inclusive?
A: We believe in full transparency. We've absorbed all duties and taxes into our prices so you can shop without surprises, regardless of your destination country.

Warranty

Q: Do your products come with a warranty?
A: Yes. All Carry-Work bags come with a 1-year warranty against manufacturing defects from the date of delivery.

Q: What does the warranty cover?
A: The warranty covers defects in materials and workmanship under normal use. It does not cover normal wear and tear, damage caused by misuse, accidents, or improper care.

Q: How do I make a warranty claim?
A: Contact us at contact@carry-work.com with your proof of purchase and clear photographs of the defect. We will assess the claim and propose a repair, replacement, or refund at our discretion.

Product Care

Q: How do I clean my bag?
A: Wipe with a damp cloth and mild soap. Avoid harsh chemicals and machine washing. Air dry completely before storage. For leather bags, we recommend using a leather conditioner periodically to maintain suppleness.

Q: Are your bags waterproof?
A: Many of our bags feature water-resistant materials that protect against light rain. However, they are not designed for full submersion in water.