FAQ
Where is my order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed to you. You can download Route's mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
My package says delivered but I don't have it.
Check your mailbox, porch, garage, and any other location where your package may have been placed. If your order has not been delivered within 24 hours of being marked as delivered, please email info@brandonblackwood.com with your order number.
What's your return policy?
We accept domestic returns and exchanges within 7 days of your order's delivery date. To initiate a domestic return, click here.
*Please note return fees will apply unless there is an internal damage or error made by BBNY*
We accept international returns and exchanges within 7 days of your order's delivery date. A $20 fee will be deducted from your refund to cover shipping, duties, and taxes. To initiate an international return, click here.
*Canadian shoppers are eligible for a full refund of Duties & Taxes on returns.*
Returned items must be in original, sellable condition, with tags attached and all original packaging and protective materials intact. Please include the packing slip.
*Please note all sale items are final sale and the above return policy is not applicable.*
What payment methods to you accept?
We accept American Express, Visa, Visa Electron, MasterCard, and JCB. We do not accept credit card gift cards or electronic gift cards. You can also make purchases through Klarna.
See Klarna's Terms and Conditions here.
CA resident loans made or arranged pursuant to a California Financing Law license.
Do you ship internationally?
Yes! The countries we ship to are viewable by clicking the flag icon in the upper right corner of this page (desktop) or under the mobile menu (tablet/mobile). Some of our products are only available in select countries.
What if I received the wrong item?
We will promptly send you the correct one! Visit our domestic or international return portals to initiate an exchange. If you have any issues, please email info@brandonblackwood.com with your order number.
When is the next restock? How can I be notified?
Join our mailing list for exclusive drops and updates.
How do preorders work?
A preorder allows you to purchase an item that will be available at a later date. When you place your order, we will charge your selected payment method. After the order has been processed, it is not possible to change the item or payment method. All pre-orders are made to order and therefore cannot be canceled once placed. However, they are still eligible for return within our standard return policy. The estimated shipment date is viewable on the product's page or in your confirmation email. Because orders are processed automatically, the shipping date might vary
My order has been processed, can I change or cancel my order?
To ensure we ship all orders as quickly and efficiently as possible, order processing begins immediately upon submission, and we're usually unable to stop or modify orders once they are in progress. To ensure a smooth experience, we kindly ask that you double-check your shipping and billing details before completing your purchase, especially when using express checkout options like Apple Pay, Shop Pay, or Klarna. Please contact info@brandonblackwood.com if you have any questions about your order.
Do you ship to p.o. boxes?
We are unable to send to P.O. boxes or military APO/FPO addresses at this time.
How much does shipping cost?
Shipping is calculated at checkout and determined by the size and destination of your order.
What is my order shipped in?
We're always looking for ways to improve both your experience and our impact. Due to rising tariffs and increased costs, we've made the decision to phase out our separate gift boxes. Going forward, all new collections and product drops will arrive in our newly designed, branded shipping boxes.
Some existing inventory may still include our previous gift boxes, but over time these will be fully phased out. This change allows us to focus on what matters most: keeping the quality of our bags at the highest level, while also reducing excess packaging and waste. Most importantly, it ensures that we can continue offering our products at the same price, without compromising on craftsmanship.
How should I take care of my bag?
Please follow the care instructions in the booklet attached to your bag.
Do you provide shipping insurance? What is Route?
We've partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Green Package Protection is automatically added to your cart during checkout. For 2% of your purchase price, this carbon neutral service protects your order if it is lost, stolen, or damaged while in transit. Route donates a portion of each shipment to agroforestry initiatives that remove CO₂ from the air and promote a flourishing ecosystem.
Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route's dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.
Should you opt out of Route's package protection, Brandon Blackwood is not liable for lost, damaged in transit, or stolen items. Route is non-refundable.
What shipping carriers do you use?
We use UPS Ground for domestic orders and DHL Express for international orders.
Can I create an account on your website?
Yes! Click here to sign up.
What is the EU Withdrawal Button?
As of 19 June 2026, EU law requires online stores to give you a clearly visible, easy-to-use button to cancel your order digitally — no phone calls, no emails, no justification needed.
Who is eligible?
Any consumer located in an EU member state who placed an order online. This is a statutory right under the EU Consumer Rights Directive and applies regardless of where our business is based. (It doesn't apply to business/B2B purchases unless we choose to offer it.)
How long do I have to withdraw?
You have 14 calendar days, with no reason required. When the clock starts depends on what you bought:
Physical goods: 14 days from the day you (or someone you nominate, not the courier) receive the item. If your order ships in separate parcels, the period starts when the last item arrives.
Services or digital content: 14 days from the day you placed the order.
The 14 days include weekends and holidays. If the final day lands on a non-working day, it extends to the next working day.
What if I wasn't told about this right?
If we fail to inform you of your withdrawal right, the period is extended by up to 12 months.
How do I use the button?
In your account, find the order, click "Withdraw from contract here," then click "Confirm withdrawal." Two clicks, done.
What happens right after I confirm?
You'll instantly receive a confirmation email recording the exact date and timestamp of your withdrawal, so you have proof you exercised the right in time.
Can I withdraw from only part of an order?
Yes. If your order has multiple items, you can choose which ones to withdraw from and keep the rest.
Who pays for return shipping?
You cover the direct cost of returning the goods, unless we've stated otherwise. You have a further 14 days after notifying us to send the items back.
When and how do I get my refund?
We'll refund you within 14 days of receiving the returned goods, or of receiving proof you've sent them back. The refund includes the original standard delivery cost, using the same payment method you used to pay. (If you chose a premium delivery option, we refund the standard rate, not the upgrade.)
Are any products excluded?
Yes. The withdrawal right generally doesn't apply to custom-made or clearly personalised items, perishable goods, sealed health/hygiene products you've unsealed, sealed audio/video/software you've unsealed, and digital downloads or streaming you've started after agreeing to waive the right.
Does this replace your normal return policy?
No. This is your statutory EU right. Our standard return policy still applies for non-EU customers and for situations outside the 14-day window.