HELP CENTRE

This page answers the most common questions we get asked, however, please don't hesitate to contact us or email us at hello@veriatravel.com if you'd prefer to speak with us directly.

What is your delivery and shipping policy?

We work hard to get your order to you quickly! We aim to process orders within 3-5 business days and send you a shipping confirmation email with tracking information once processed.

We offer a variety of shipping options to suit your needs:

Express (5 Business Days) - $99.99 USD
Standard (10 to 15 Business Days) - $19.99 USD
Free Standard Shipping (10-15 Business Days) on orders over $200

Please note that shipping times can vary depending on your location. Generally, you can expect your order to arrive within the timeframe specified for your chosen shipping option.

Which delivery companies do you use?

We use DHL, FedEx, UPS and USPS for shipping, with detailed tracking provided.

Where do your orders ship from?

US orders are primarily fulfilled from our warehouse in Texas. However, due to stock limitations, your order may sometimes be shipped from a different warehouse.

I’m having issues placing an order.

We’re sorry to hear that you’re unable to place an order. Please contact hello@veriatravel.com and we will work on resolving the issue as quickly as possible

My delivery is taking longer than expected - what can I do?

If your tracking information hasn’t updated within 3 to 5 business days, please contact us via our website or email us at hello@veriatravel.com. We’ll investigate the issue for you. If you’re in a rush, we’ll do everything possible to assist you.

How can I track my order?

You’ll receive a shipping confirmation email that includes all tracking information for your order.

My tracking states that my order is being returned to sender.

This means your order is being sent back to our warehouse. This can happen for various reasons, so please contact us or email hello@veriatravel.com. We’ll investigate the issue and arrange for a replacement to be sent.

My order hasn’t arrived even though the tracking says it’s been delivered.

We’re sorry to hear that your order hasn’t arrived! Please check the tracking number, as it may indicate if the package has been left in a safe place or returned to us. If you’re still unsure, contact us or email hello@veriatravel.com with your delivery address, and we’ll look into it for you.

Can I change my shipping address after checkout?

Please contact us or email hello@veriatravel.com, and we’ll do our best to assist you.

Can I change my shipping address after my order has shipped?

Unfortunately, we can’t modify any information after your order has shipped.

Can I choose a different shipping method after checkout?

We are happy to assist you in changing the shipping method if your order has not been shipped out. Please get in contact at hello@veriatravel.com.

What is your returns policy?

We want you to be happy with the quality, look, and functionality of your Veria Travel bag. If you're not satisfied for any reason, you can return your bag for a full refund within 45 days of receiving your order.

Returned bags must be in unused condition. We cannot accept returns if the bag is used or damaged due to improper packaging. Preferably, return the bag in its original packaging.

How do I request a return?

Please email customer service at hello@veriatravel.com to obtain a Return Merchandise Authorization (RMA) number.

Do I need to pay for return shipping?

Returns are free.

Can I exchange my product for something else?

If you wish to exchange your bag for a different color or product, please email customer service at hello@veriatravel.com to process your exchange and receive a return label.

Your exchange will be dispatched when the return item is back to us.

If you exchange for a higher value item, payment will be due before we dispatch your new item.

How long will my return take to process?

After receiving your return and inspecting the condition of your item, we will process your return or exchange.

Please allow at least (5 to 10) days from the receipt of your item to process your return or exchange.

Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.

We will notify you by email when your return has been processed.

If you haven't heard from us and are concerned, please get in touch at hello@veriatravel.com.

I am waiting for my refund.

Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.

We will notify you by email when your return has been processed.

If you haven't heard from us and are concerned, please get in touch at hello@veriatravel.com.

I no longer have my original packaging, what do I do?

Not to worry, please use any suitable box or mailing bag for your return.

I returned my order, but I no longer have the card I used to pay.

Your refund will still go back onto the card used for your order as long as the account is still open. We do not have the ability to issue a refund to any other payment method than the one used for the initial purchase.

Even if a card is lost, stolen, or cancelled, we can still refund the same card. We cannot refund your order to a different card. For example, if it was your Wells Fargo account, the money will go back into the same account that the card was linked to.

Can I change my order or add items to my order after checkout?

Of course. If your order hasn't been dispatched, please get in touch or email us athello@veriatravel.comand we’ll change any details for you.

How do I cancel my order?

We’ll be able to cancel your order if it hasn’t shipped. Please get in touch with us as soon as possible.

I've cancelled my order, when will I get my money back?

If you paid via debit or credit card, it can take 3-5 working days for the card issuer to get your money back to you.

I'm missing an item from my order.

We’re very sorry to hear this. If you've ordered multiple items, they may be dispatched in separate packages and can sometimes be separated during delivery.

If the other item doesn’t follow soon after the first, get in touch or email us at hello@veriatravel.com and we’ll correct this right away.

I've received the wrong item(s).

We’re very sorry to hear this.

Please get in touch or email us at hello@veriatravel.comand we’ll get this sorted for you.

I am experiencing an issue placing an order, what can I do?

Please make sure your delivery address and billing address are correctly inputted. It can also help to use a different card.

If you’re still experiencing issues, get in touch and we will help you place your order.

How do pre-orders work?

Pre-ordering allows you to reserve an item before it’s available. We’re a small company and produce small productions at a time. This ensures we can stay on top of quality control, so sometimes we find ourselves a little short.

Dispatch dates can be found on the product page for the pre-ordered item.

If you're unsure, please contact us or email us at hello@veriatravel.com and we can confirm this for you.

When is payment taken for my pre-order?

We take payment when you place your pre-order.

Of course, if you change your mind or wish to cancel before your pre-order is fulfilled, that’s not a problem.

Get in touch with us and we can change any details.

Can I purchase other products with a pre-order item?

Of course! We’ll usually hold all items until your whole order can be fulfilled.

Can I update the address for my pre-order?

No problem at all - get in touch and we’ll amend this for you.

Will I be kept up to date with the progress of my pre-order?

Definitely! We aim to keep all of our customers updated with any changes to delivery dates.

I have a discount code, how do I use it?

Head to checkout and apply the discount code.

Did my order go through successfully?

You should receive a confirmation email; please check your spam folder if this doesn’t come through.

If you haven't received an email, get in touch and we’ll look into this for you.

My order didn't go through but I've still been charged.

Sometimes your bank can be hasty in taking the funds but they’ll be released when the order doesn’t go through.

This can take a little while to show up on your account. If you haven't received an email, get in touch and we’ll look into this for you.

Why do I have multiple charges on my financial statement?

If you attempted to place your order more than once, all attempts will show on your statement as pending charges.

All declined charges will be removed from your statement within 3-5 business days.

Funds were not withdrawn as the declined charge(s) was not successful.

What are my payment options?

We accept all major Credit/Debit cards. Shopify Payments, Shop Pay, Apple Pay, and Google Pay are also available.

Where are Veria Travel products designed and manufactured?

Our bags are designed in NYC by our talented product designers.

We’re really proud of our supply chain. Our skilled manufacturers are experts in what they do, ensuring your bag is of the highest quality.

Since we founded the company we’ve worked with a fantastic workshop in Southern China.

Our commitment to quality has created a great relationship with manufacturers, ensuring our needs are met and that our values are reflected in our products and offers.

What products are suitable for airline carry-on?

All our backpacks have been specifically designed to maximize what you can carry on an airline, using the maximum dimensions.

Our products will be accepted as carry-on for most airlines.

What bags are waterproof?

Our Backpacks use waterproof materials with water-resistant zips and waterproof binding.

How do I care for my bag?

To remove dust or dirt, use a lightly dampened lint-free cloth.

If necessary, use mild soapy water to remove more stubborn stains.

Leave to dry naturally, removing any excess moisture with a cloth.

Please do not machine wash, tumble dry, use strong soap or detergent, apply solvents, iron, starch or leave in direct sunlight for prolonged periods.

How big are the laptop compartments?

Our compartments come in a variety of sizes for laptops from 13" to 16".

The product is out of stock, will it come back?

Please get in touch with the specific product you’re looking at and we’ll help you out.

How can I find out about product launches?

You can sign up for our newsletters to be the first to know.

Do you offer a quality warranty?

The founding value of Veria Travel was to never compromise on quality, whether that be our products or our customer service.

We’re committed to developing the most durable, functional backpacks.

With this in mind, all bags come with a warranty as standard, against defects in material or workmanship.

My bag has a flaw, what can I do?

We are so sorry to hear that. Please get in touch with the following information: 1. order number, 2. short description of the issue, 3. photographs of the issue, 4. shipping address for any repairs/replacement product.