FAQ

    1. How long does the warranty on my backpack last?
    2. How can I pay?
    3. How long will the delivery of my backpack take?
    4. Why is my favourite product sold out?
    5. How do I redeem a voucher?
    6. How should I care for my backpack?
    7. What if something is wrong with my order?
    8. My backpack looks slightly different than on the product images in the online shop, is it faulty?
    9. Can I also view or buy Fitz & Huxley backpacks in retail stores?

 

 

How long does the warranty on my backpack last?

At Fitz & Huxley, we attach great importance to the quality and durability of our backpacks. The warranty period is therefore two years from the date of purchase. If anything is wrong with your Fitz & Huxley backpack, please contact us at service@fitzandhuxley.com or +49 (0)30 2352 3909. We will quickly and easily take care of your problem!

 

How can I pay?

We try to make paying as straightforward and secure as possible for you. Currently, you can pay by Paypal, credit card, direct debit or bank transfer/prepayment:

Payment via PayPal

To pay via PayPal, you need a free PayPal account. PayPal offers a variety of payment options and offers you additional security via PayPal Buyer Protection. If you would like to pay for your order via PayPal, you will be redirected to the PayPal website and asked to log in with your account or to register as a new user. Now just select the desired payment method (PayPal credit, debit or credit card) and confirm the payment. After completing your order with payment via PayPal, we will process your order straight away and in most cases send it out on that same day. No costs are incurred for PayPal payments.

This is how it works: 1) Open a free PayPal account at www.paypal.de 2) Add your bank account or credit card to your PayPal account. 3) You can now pay using PayPal.

Payment via Credit Card

If you want to pay by credit card, choose this payment method in the checkout and complete your order. Following this you will be redirected to the website of our payment provider PayPal PLUS. Select your card type and enter your credit card number, expiry date and the three-digit verification code on the back of the card. Our payment provider PayPal PLUS ensures the highest security of your data, as you are also used to from other large online shops. After completing your order with payment via credit card, we will process your order straight away and in most cases send it out on that same day. No costs are incurred for credit card payments.

Payment via Bank Transfer/Prepayment

If you would like to pay by bank transfer/prepayment, choose this payment method when completing your order and submit your order. You will then receive an email with our bank details, to which you must transfer the purchase amount within 5 days. In order for us to be able to allocate your payment correctly, please state the order number specified in your order confirmation email as the payment reference. Once we have received your payment, we will send you your order.

Direct Debit

As an alternative to bank transfer, you can grant a direct debit mandate (via our payment provider PayPal PLUS). Upon completion of the order, you will be redirected to the PayPal PLUS website where you can grant us a mandate to debit the payment with your IBAN (alternatively with the combination of account number and sort code) and your date of birth.

 

How long will the delivery of my backpack take?

If you have chosen Paypal or credit card as the payment method, your order will be processed immediately and is usually ready to ship the next day. Despite our efficient working practices, the speed of your delivery is unfortunately still reliant on the speed of our shipping logistics company DHL. However, you can expect for your order to reach you in Germany within up to five days, in the rest of Europe within up to 8 days.

 

Why is my favourite product sold out?

We are a young company and are very focused on sustainable growth. In order to guarantee top class quality, we currently only produce small numbers of our backpacks. Therefore, it might be possible that your “favourite” of our products is already sold out. If you send us a message at service@fitzandhuxley.com and tell us which of the sold-out products is your favourite, we can then also tell you when it is likely to be available again.

 

How do I redeem a voucher?

If you have received a voucher from us, you can redeem it in the shopping basket view. Enter your “coupon code” in the correspondingly marked box and click on “Use Coupon”. Your shopping cart total will now be displayed taking this voucher into account. Please note: Only one voucher can be redeemed per order. Different vouchers cannot be combined.

 

How should I care for my backpack?

Fitz & Huxley only uses naturally produced leather materials. Your backpack is therefore a natural product that will continue to develop its appeal over the course of its life-time. The open-pore and wonderfully soft aniline leather is slightly more susceptible to dirt or grease stains than e.g. coated leather, which requires a certain amount of care: You can impregnate the leather of your backpack with suitable care products (dirt and UV protection), but this is not necessarily essential. Additionally, you should not expose your product to extreme sources of light or heat (including sunlight) and protect it from crushing and friction. For example, you should never put your backpack on a heater to dry, since this can cause the leather to become brittle. Simply wipe the raindrops off with a soft cloth and put the backpack in a warm room. From time to time you should wipe the canvas fabric with a damp cloth to prevent dirt from settling in the fabric. Every now and then you should clean dirt particles from the leather using a soft brush or a soft, slightly damp cloth. Leather lotions for open-pored natural leather can be used to care for the backpack. However, these should only be used after longer periods of use when the leather becomes lighter in colour and more brittle due to the loss of nutrients. Please find more information here.

 

What if something is wrong with my order?

At Fitz & Huxley, we place great value upon the quality and durability of our backpacks, as well as the smooth processing of your order. If something is wrong with your order, you can contact us at service@fitzandhuxley.com or +49 (0)30 2352 3909. Please also read “My backpack looks slightly different than on the product images in the online shop, is it faulty?” here in the FAQ.

 

My backpack looks slightly different than on the product images in the online shop, is it faulty?

Leather is a high quality natural product. Irregularities in colour and structure are based on the natural state of the leather and are a typical sign of quality and authenticity. Your backpack is therefore genuinely unique! For this reason, your backpack may differ slightly from the product photos on our website. However, you can assume that as part of our quality assurance process, we ensure that these deviations are only minimal.

 

Can I also view or buy Fitz & Huxley backpacks in retail stores?

We do not currently have any of our own stores. However, we work with a growing network of retailers in whose stores you can find our products. Check our Store Locator to find a store near you. Of course you can also just order your favourite model online and send it back within 14 days (right of cancellation) without any issues, in the case you don’t like something about it.