Frequently asked questions

Choose a piece, select your colour and size, then add it to the bag. Checkout takes card details directly through Stripe — we never see or store your card number.

Visa, Mastercard and American Express, processed by Stripe. Apple Pay and Google Pay appear automatically on supported devices.

Email us within two hours of ordering and we can usually amend or cancel before the parcel is packed. After dispatch, treat it as a return.

US prices exclude sales tax, which is calculated at checkout where applicable. EU prices include VAT for orders under €150, collected through IOSS so your parcel clears customs without a fee on delivery.

The United States, the European Union and the United Kingdom. Other destinations can be arranged — email us before ordering.

Orders leave our workshop within 1–2 business days. Transit is 7–15 business days to the US and 8–18 business days to Europe. These are honest estimates, not guarantees.

$8 within the US, €10 within the EU. Free above $120 / €140.

A tracking number is emailed when the parcel is collected. It updates within 48 hours of dispatch and works on 17track for cross-border legs.

Orders under €150 to the EU are covered by IOSS, so VAT is already paid. Above €150, local duty and VAT may be charged by the carrier on delivery.

30 days from delivery. EU customers also have a statutory 14-day right of withdrawal from the day the parcel arrives.

Email hello@bigking.cloud with your order number. We reply with the return address and instructions within one business day.

You do, unless the item is faulty or we shipped the wrong piece. In that case we cover it and send a prepaid label.

Yes. Tell us the size you want when you email, and we hold it while your return is in transit.

Within 5–10 business days of the parcel reaching us, back to the original payment method. Bank processing can add a few days.

Every garment page has a size guide with body measurements, not garment measurements. If you are between sizes, size up for a relaxed fit.

Currently XS–XL for womenswear and S–XL for menswear. Larger sizes are in development — tell us what you need.

Dimensions are listed on each product page, and the model shots show the bag carried at full length. When in doubt, compare the dimensions to a bag you already own.

Wipe with a dry cloth, keep out of prolonged direct sun, and condition lightly twice a year. Avoid silicone-based polishes, which clog the grain.

Not usually. Full-grain leather marks and darkens with use — that is the patina, and it is why we use it. Deep cuts and seam failures are covered by warranty.

Fold, never hang. Hanging stretches the shoulders. Store clean, and use a cedar block if moths are a problem in your climate.