In-stock items are delivered next day as standard. We offer Express Pre-12 delivery on all in-stock orders, guaranteed to arrive before noon the following day when ordered before 1pm. Pre-order items are currently estimated at up to 7 weeks — we will keep you updated every step of the way.

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.

Whenever you see the pre-order option, you can reserve your piece straight away and lock in 20% off the full retail price. Lead time is typically around 7 weeks, and we will always aim to deliver sooner.

Two reasons. It is the responsible way to make. Planned batches mean less waste and a clearer picture of real demand, so we build only what is wanted, and build it properly. And it rewards you, with 20% off and a front-row seat on your case being made.

20% off the full retail price — the best price we offer. And the full journey: a set of personal updates from Dan that follow your case from the factory floor to your front door.

Once your piece is back in stock, it returns to full retail price. Pre-order is the only time this discount is available.

Every pre-order customer joins a short email journey, written by Dan, that tracks your case through making, testing, shipping and dispatch. The wait is part of the experience.

Join the Journey Maker Passport. Members are first to know about new arrivals, restocks and launches. You can also follow us on Instagram and TikTok for early previews, or sign up to our newsletter for considered updates.

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.