A line to YTONET

Questions we are best at: which shelf a bag belongs on, what the outside measurements mean in practice, whether a laptop sleeve really takes a 17.3 inch machine, how a shell behaves in rain, and what we would carry ourselves.

Questions to take to our retail partner instead: where a parcel is, when it arrives, changing an address, cancelling, paying, and sending something back. They hold the order, so they hold the answer. Their help pages are linked from the confirmation you were sent.

We read everything that arrives at [email protected]. We are a small team, so a reply can take a couple of days, and we would rather answer properly than fast.

Paper can go to our office instead:

That is a desk and a printer, not a shop floor. Nobody there can hand you a bag, take one back, or say where a parcel is. If a bag has to go back, the retail partner who sold it runs that, and the return option sits against the order in your account.