Stuart & Lau Avis 

Recommended on wirecutter so I bought a briefcase. Very nice until zipper broke in about three years. Made me send photos to approve my sending it back to them, at my expense. Took more than a month, for them to finally send a new one in a different color. Wanted professional black, but now have an espresso that is not but does not project the image I wanted.

I bought the Campaign Briefcase back in 2022 and have loved this product. The quality and craftsmanship and wonderful. Recently there was a malfunction with the zipper, which is covered in their warranty. I've been very disappointed by their customer service (or lack of). I have called the number which has directed me to email. I have sent several emails asking for assistance with returning the item under the warranty and I have received no responses. This is very disheartening when I love their products and get nothing on the service end. Its clear they just want $$.

The website is clean and easy to browse and most importantly the product itself. It has such good build quality and I am impressed by the lining the material and the sturdiness of the gym bag. I had my previous Monaco Weekender for like 8 years and it was still going strong except my wife asking me to change it as it started to be worn out due to use. So of course, I went straight back to Stuart & Lau to look for my next bag and I zeroed in on the Redux Gym Bag. The bag really blew me away. As a long time user of Stuart and Lau, I can tell they have honed in their skill even further with the Redux Gym Bag. The material, the sturdiness, the quality of the zips, the use of hidden magnets to close things up. I am totally in awe and so is my wife who's so impressed by my choice that she's fine with me buying more from Stuart and Lau. I am really very happy and would recommend this brand and its bags any day!

I pre-ordered and received my Tokyo Edition briefcase back in January.

After a week of light use, both T started peeling off from the logo. The bag now looks totally ridiculous.
I would remove the logo altogether, but it is injected in the fabric, therefore the result would be worse.

The answer from their support when I brought up the issue: "While very rare, this kind of damage can occur where the letters are rubbed or scraped off with enough pressure. There are natural limitations to how much abrasion the lettering can withstand, of course. When this happens, we do kindly ask all customers to understand that fair wear & tear can happen with daily use of any bag, and this is not a defect covered by our warranty."

A premium product that shows "fair wear & tear" after a week of light use is not worth more than 2 stars in my opinion.

Quick, supportive, and informative response to a query about bag features. Outstanding experience overall and extremely happy with purchase. Thank you.

UPDATE: SnL have teamchef put to me, and Arne most convieniently storkes to solve my issue. Good service.

Original:
After a long and thorough search I found a briefcase that suited my needs for both functionality and style. I convinced myself that the briefcase was worth the price and the extra import tax from US to the EU.

Unfortunately, after a one year the buckle to the shoulder strap broke. I wrote to the customer service, today more a than a month later I have not received a reply.

Stuart&Lau offers extremely high quality products coupled with incredible designs. I have purchased four of their products (two Capstone backpacks, Monaco Weekender, and the Dopp Kit toiletry bag) over the past four weeks. I cannot imagine a better brand for the craftsmanship and price that is offered by Stuart&Lau! Moreover, they have a stellar customer service team.

I bought the Cary Double briefcase as a gift, which was well-received and has been receiving lots of compliments while in use in London.

In particular, I'd like to highlight Stuart & Lau's excellent customer service. The team always responded promptly to my emails and were helpful and friendly. I was able to order the bag to my hotel in the US, thereby saving on shipping to Europe. Delivery was quick, even over the festive period.

Great service overall - I'd shop at Stuart & Lau again.

So pissed by your deceptive business practices. How come you failed to inform before the check-out that:
"For customers in Europe, we specifically wish to mention that we fulfill orders from outside the borders of the European Union & UK. All orders into Europe will incur import duties, which are payable by the customer prior to delivery."
and that
"Wherein a customer chooses not to pay duties or rejects their shipment, please note that the package will be abandoned by the carrier and Stuart & Lau cannot offer a refund."

I purchased a backpack for 1000 kr. and now I am expected to pay 600 kr. in customs fees. How do you justify this rip-off?

Great product, fantastic service.

And good warning about possible porch theft.

J

A great quality briefcase and very easy proactive customer service.

Great briefcase, great customer support. I emailed the support address and promptly received a reply that resolved my inquiry. Thanks for the great product and great support!

Fantastic in every aspect, I would always buy again at Stuart & Lau.

Great products displayed on nice web site. Delivery in 3 days as promised. Beautiful product double briefcase. Highest quality. Best I could find among many.

Amazing customer service. The quality of the Cary bag is well worth more than the price paid. Every single zipper and compartments are well carefully thought of.

In the check out process the wrong information auto filled. I live in Canada and it was being shipped to the US! panicked I reach out to Customer service.
They were able to locate my order before being shipped and assist me with the order process.
All this in a timely matter during Black Friday

The product and service is amazing! Truly pleased with the premium quality