Returns & Exchanges

We want you to love your STOLT gear. If for any reason it’s not the right fit, you can return items within 90 days of delivery for a refund. To be eligible, the product should be unused and in its original packaging (so hang onto those tags and the box until you’re sure). UK customers enjoy free returns, while international customers will need to cover return postage (we’ll explain that in a moment). Please note that if you purchased a custom or personalized item, or a special one-off project bag, those might not be returnable in the same way – but that’s rare. Overall, our policy is hassle-free: 90-day window, no questions asked (aside from feedback, which we always appreciate!). For full details, you can also see our Returns and Refunds page.

The return process is simple. Just shoot us an email at info@stoltrunning.com to let us know you’d like to return an item, and we’ll take it from there. Our team will reply with the return address and, if you’re in the UK, a prepaid return shipping label. (If you’re outside the UK, you’ll need to arrange postage back to us – we recommend using a tracked service. Unfortunately, we can’t provide free return labels for international orders at this time.) Pack the item securely in its original packaging, include your order details or packing slip if possible, and drop it off with the carrier. It’s a good idea to obtain proof of postage and keep it until your refund is processed. Once we receive the returned item and verify it’s in good condition, we’ll issue your refund. We typically process refunds as soon as possible after receiving the return; the funds are usually back to your original payment method within about 30 working days. You’ll get an email confirmation of the refund. If you have any questions during the return process, our support team is here to help (just reply to our emails or call us).

It depends on your location. Within the UK, returns are free – we’ll provide you a prepaid return label, so you won’t pay anything to send the item back. For international returns (outside the UK), the customer is responsible for postage. We don’t currently cover return shipping for non-UK orders, so you’ll need to pay for return shipping to our UK warehouse. We realize international shipping can be pricey, so do reach out to us – sometimes we can suggest a local solution or at least guide you on the most cost-effective way. Also note, original shipping charges (for example, if you paid for expedited shipping) are typically not refunded unless the return is due to a fault on our end.

We don’t have an automated exchange program, but we do accommodate exchanges in a straightforward way. The fastest method is to place a new order for the desired model/variant and initiate a return for your original purchase. This way, you secure the new item immediately, and we’ll refund the original item when it comes back. If that approach doesn’t work for you, email us at info@stoltrunning.com with your exchange request – we’ll see what we can do. For example, if you got an Alpha but decide you want a Podium instead, we can often arrange to send the Podium once we receive the Alpha back, without you having to wait for the refund first. Just coordinate with our team. (One exception: if the item was a pre-order, we might only be able to offer a credit or exchange, not a straight refund, due to how we schedule production. But we will always make sure you get an item you’re happy with, or a store credit if preferred.)

If you receive an item that’s defective, damaged in transit, or not functioning as expected, we’ll make it right. STOLT backpacks are built to high quality standards, so this is rare – but it’s important to us that you’re satisfied. Contact us at info@stoltrunning.com right away with your order info and details of the issue. If the goods arrived faulty (e.g. a manufacturing defect or shipping damage), it’s considered “faulty goods” and not normal wear and tear. We will generally offer you a replacement or a full refund in such cases. We may provide a return label for the faulty item or in some cases just ask for photos – and then send out a new product as soon as possible. Items damaged by normal use over time aren’t considered faulty (but may be covered under our warranty – see Warranty & Support). Bottom line: if it’s our fault, or the courier’s, you won’t be out of pocket. We take pride in our quality and will work quickly to resolve any issues.