FAQs – Late to Work

Shipping and delivery

We ship globally to a growing list of countries. For the most up-to-date list, check the Country dropdown at checkout. If your country isn’t listed, feel free to email us at support@latetoworkstudio.com to check if special delivery arrangements can be made.

Please allow 2 working days for your order to be processed, and up to 10 working days for delivery.

You’ll receive an email with tracking details as soon as your order has been prepared for shipment. Tracking updates can take a few days to appear, so don’t worry if you don’t see movement straight away – your order is on its way.

If you experience delays or issues with tracking, please email us at support@latetoworkstudio.com for assistance.

We ship from a small network of global locations so each order can be sent from the closest available point. This helps to keep delivery times reasonable and reduce unnecessary emissions.

If your parcel is delayed, or you suspect it’s missing, please contact the shipping provider directly to submit an enquiry, as they’ll have the most accurate tracking information.

If your parcel is marked as delivered but you haven’t received it, we recommend:

Checking around your property and any safe drop areas.
Looking for a ‘missed delivery’ or ‘awaiting collection’ card.
Confirming the delivery address on your order confirmation.
Asking neighbours or household members if they may have accepted it.
Contacting the delivery company to request proof of delivery or arrange redelivery/collection if it’s being held.

If a parcel isn’t collected in time and is returned to us, the customer is responsible for the full cost of re-shipping. If your order originally qualified for free shipping, the actual shipping cost paid by Late to Work will be deducted from any store credit issued.

Please note: if the courier has marked your parcel as delivered, we’re unable to offer compensation for missing items unless you have purchased protection with Onward Checkout+ (see below for more details). If you believe your parcel has been stolen, we recommend contacting your local police and lodging a claim with your insurance provider.

Shipping protection with Onward

We’ve partnered with Onward to provide our customers with carbon neutral shipping protection on your purchase. When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages. You’ll also have a 90 day extended warranty that protects against rips, tears and other issues arising from normal usage.

If you choose to waive Onward Checkout+ and your package is damaged, lost or stolen in transit, you can reach out to us for help. We will do our best to assist, although we cannot guarantee that we’ll be able to recover your package once it is passed off to our shipping partner.

Onward is an on-demand concierge service that covers our customers in the event they have shipping or product issues. If you add Onward to your order, you’ll be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will be reviewed for approval within an hour.

You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.

Onward has partnered with Cool Effect, a 501c non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Onward to your order, you’ll be automatically taking action against climate change.

Not a problem! Any replacement orders that are placed by Onward are still insured by Onward.

If you added Shipping Protection to your order prior to Onward being available, your purchase is covered against loss or damage during transit. If your parcel is confirmed as lost or missing by the shipping provider, or arrives damaged, we’ll help replace or refund your order. Damage must be reported within 48 hours of delivery.

Shipping Protection does not cover:

Items that have been marked as delivered but are lost, stolen, or damaged after delivery.
Incorrect address details provided by the customer.
Loss or damage during return shipping.

If you need to make a claim, please first lodge an enquiry with the shipping provider and obtain confirmation that your parcel is missing or damaged in transit. Then email us with:

Your order number
Details of the situation
Evidence from the shipping provider confirming the missing/damaged status

Returns, cancellations and changes

We can’t guarantee that changes or cancellations can be made, but we’ll always do our best.

If you need to update your shipping address, change an item, or cancel your order, please email support@latetoworkstudio.com within 1 hour of placing your order. If your order has already been sent to our fulfilment centre, we won’t be able to make changes.

If your order cannot be cancelled in time, you’re welcome to lodge a return once it has been delivered, in line with our Return Policy. Sale items are final sale and not eligible for return.

If you’d like to return an item, please email support@latetoworkstudio.com within 7 days of delivery with:

‘Return’ in the subject line
Your order number
Your reason for return
3–4 clear images of the item from different angles, including the packaging

To be eligible for return, the item must be in its original condition: unused, unwashed, with tags attached, inside the protective dust bag, and with all protective cardboards, wrappings, care card and fillers included. Returns cannot be accepted if any part of the product or packaging is damaged or missing.

Change of mind returns are processed as store credit only. Refunds to your original payment method are not available for change of mind due to non-refundable transaction fees and exchange rate differences.

Sale, discounted and promotional items (including mystery boxes and bundles) are final sale and not eligible for return or refund.

All return shipping costs are the responsibility of the customer. Returned packages that are lost in transit are not the responsibility of Late to Work Studio.

Please make sure you’ve read our full Return Policy before contacting us.

Exchanges are handled under the same conditions as returns.

If you’d like to exchange an item for a different colour or product, please email us within 7 days of delivery, and we’ll do our best to help you find a suitable solution. Once your return is approved and received in its original condition, we can either:

Issue store credit so you can place a new order, or
In some cases, help arrange a direct exchange if your preferred item is in stock.

Please ensure you’ve read our Return Policy before requesting an exchange.

In the unlikely event that your item arrives damaged, or you believe it has a manufacturing fault, please email support@latetoworkstudio.com within 48 hours of delivery with:

Your order number
3–4 images clearly showing the damage or fault

We’ll review your case and get back to you with the next steps as quickly as possible.

Products and stock

We work with different leather types depending on the structure and feel of each design, along with durable hardware and everyday-ready stainless steel jewellery. You can read more about our materials and care guidelines on our Materials and care page.

Our bags are produced in Guangzhou with a trusted network of partners who bring each design to life with care and technical expertise. To learn more about our process, visit our Craft, production and practice page.

We know it’s disappointing when an item you love is out of stock. We restock as often as we can, but many of our pieces are produced in small batches.

To be the first to know about restocks and new releases, you can:

Sign up for notifications on the product page
Join our newsletter
Follow us on social media

We do not offer jewellery or bag repair services.

However, we do accept returns for manufacturing faults reported within 48 hours of delivery. We stand behind the quality of our products, if you believe there’s a manufacturing issue with your item, please get in touch and we’ll be happy to help.

If your bag arrived but you can’t find the long strap, don’t worry – it’s most likely still in the packaging.

The strap is packed inside the bag, tucked within the filler and wrapped in protective material. It can be easy to miss during unboxing, so we recommend double-checking:

Inside the bag and any internal pockets
The bubble or paper filler
The area where you opened your parcel in case it slipped out

If you still can’t locate it, please contact us with your order number and we’ll help you from there.

Frequently asked questions