We offer Express Pre-12 delivery on all orders, guaranteed to arrive before noon the following day. Place your order before 1pm and it will be picked, packed, and collected by our courier the same day — arriving at your door the next morning.

We include Express Pre-12 delivery on every order as standard, so there are no delivery charges to worry about. The price you see at checkout is the price you pay.

At launch we are shipping to UK addresses only. International shipping will follow — join our members programme or sign up to our newsletter to be the first to know when we expand.

Yes. We accept returns within 30 days of delivery, provided items are unused, in their original packaging, and in a resaleable condition. We are unable to accept returns on items that show signs of use or damage incurred after delivery.

Get in touch with our team at returns@journey-maker.com with your order number and reason for return. We will respond promptly with your return authorisation and full instructions. No label or printer is required — we'll arrange everything from there.

For change-of-mind returns, return shipping is the responsibility of the customer. In the event of a manufacturing fault or an error on our part, we will arrange and cover the cost of the return in full.

Once your return has been received and inspected, we will process your refund within 5 business days. Refunds are issued to your original payment method. Please allow a further 3–5 business days for the funds to clear, depending on your bank.

We do not currently offer direct exchanges. If you would like a different option, please return your original item and place a new order. Our team is happy to help if you are unsure which piece is right for you.

Every Journey Maker product is backed by a five-year warranty against manufacturing defects, covering faults with zips, wheels, handles, hinges, and the shell under normal use conditions. We stand behind the quality of every piece we make.

Our warranty does not cover damage caused by airline or carrier mishandling, accidents, misuse, or normal wear and tear. Cosmetic marks such as minor scratches and surface scuffs that do not affect the function or structural integrity of the product are also excluded.

Airline damage is unfortunately outside the scope of our warranty, as it falls under the carrier's own liability. We recommend reporting any damage to the airline before you leave the airport and filing a claim directly with them. Our team is happy to advise on the process if you need support.

Contact us at warranty@journey-maker.com with your order number, a description of the issue, and supporting photographs. We aim to respond to all warranty enquiries within 2 business days. Depending on the nature of the defect, we will offer a repair, replacement, or refund.

Yes. Once your order has been dispatched, you will receive both an email and an SMS notification containing your tracking link. You can follow your delivery in real time from despatch to door. If your tracking notification has not arrived, please check your spam folder or contact our team.

If you are not available to receive your parcel, our courier will leave a card with instructions. Your order will be held at one of over 7,000 local pickup points — including post offices, lockers, and selected retailers — for collection at your convenience. You can also rearrange delivery for a time that suits you via the tracking link provided. Please note: for the security of your order, we do not authorise parcels to be left unattended. All deliveries require a recipient to be present.

Yes. When an item sells out, pre-order opens immediately. Reserve your piece, lock in a 10% discount off the full retail price, and we will keep you informed every step of the way. We are currently estimating a lead time of around 10 weeks, though we will always aim to deliver sooner where we can.

Our team is here to help. Email us at customerservice@journey-maker.com and we will get back to you within 1 business day. For returns queries, write to returns@journey-maker.com. For warranty claims, contact warranty@journey-maker.com.

Visit our dedicated pages for detailed information on each topic: Shipping & Delivery · Returns & Refunds · Warranty · Contact.