Frequently Asked Questions

FAQ

Estimated Dispatch Date

All of our bags are handmade to order. This can take time.

The estimated dispatch date for your order will give you a rough idea of when the item will be shipped.

Shipping time will vary dependant on your location – see “Shipping”

If you require a bag for a specific date, please get in touch and we will do our best to accommodate your needs.

Any changes to your order may affect and lengthen the lead time.

Stockists

We are stocked in several carefully selected stores for you to get your hands on our bags in the flesh. Please call stores in advance if you are looking for a particular item as stock levels vary.

London

Fortnum & Mason // 181 Piccadilly, St. James’s, London W1A 1ER // 020 7734 8040

Outdoor People // Netil Market, 1 Westgate Street, London, E8 3RL // 07813 879179

Isambard’s Cycles // 240 Brick Lane, London, E2 7EB // 020 7729 2469

Glasgow

Paulin // 407 Great Western Road, Glasgow, G4 9JA // 0141 339 9527

** You can also visit the workshop in Glasgow. Please see “Visit Our Workshop”. **

Rewaxing & Aftercare

Unless otherwise stated, all of our bags come pre-waxed. We recommend re-waxing the bags every 8-12 months depending on usage.

Cleaning

Brush off any dirt or grit and sponge down with cold water. Do not use soap or detergents. Do not machine wash, dry clean, iron or tumble — all of these things could damage your bag!

For Harris Tweed products, you can use a small amount of fairy liquid, some cold water and a toothbrush to remove serious stains.

Rewaxing

We recommend using Trakke Wax on all of our products, to prevent different waxes mixing, which can cause damage to your bag. To reproof your bag, first, soften the wax dressing by warming it with a hairdryer, or standing the tin in a shallow bath of hot water. Using a soft cloth or sponge, work the dressing into the bag. Pay particular attention to seams, creases and dry patches. Make sure the wax is well rubbed in – don’t just paint it on. For a ‘factory’ finish, blow evenly with a hairdryer to evenly distribute the wax. Leave the bag overnight in a warm room before use.

Heat Warning

Due to the nature of waxed cotton, you should avoid letting your bag get very hot. The wax will start to melt at 60 degrees Celsius and leaving your bag in a hot car or next to a fire, for example, may cause the wax to melt. When a bag is both wet and hot at the same time, some dye may leak.

Colours

We’ve made sure our photography is as true to colour as we can but lighting conditions vary and this can slightly affect the look of each colour.

Colour Swatches

If you would like to get a better feel for the colour options before ordering please get in touch with your postal address, and the colours you’re interested in, for free swatches of cloth. This is the best way to decide which one is right for you.

When emailing, please use the subject line “COLOUR SWATCHES”.

Repairs

Faults

We’re trying to make some of the best bags on the market, so if something goes wrong, we feel like we’ve let you down. To soften the blow, we will repair any manufacturing faults free of charge, or issue you with a credit note for the equivalent cost of the product. Please note that we cannot refund postage costs.

Email us at [email protected] with the subject line “FAULT – [bag name/model]”

Wear & Tear

If you have bought a product that has seen some serious use and abuse and requires some tender loving care, we will happily repair the product for you.

Email us at [email protected] with the subject line “REPAIR – [bag name/model]” and we’ll get back to you as soon as we can with information to return your bag and a quote for the repair. We reserve the right to determine that a product is beyond repair.

Please note that normal wear and tear does not constitute a manufacturing fault.

Repairs will only be carried out on products purchased after 25th May 2012.

***All returned items need to be accompanied by a “Returns & Repairs” form. We’ll issue this form to you when you get in touch.***

Taxes

All sales made within the EU are subject to 20% VAT.

Those shopping from outside the EU are not required to pay this, and all prices on the website update to reflect this.

Please note the recipient will be responsible for all import duties – as any customs or import duties are charged once the parcel reaches its destination country. Customs charges vary dependant on the import country and we cannot unfortunately offer advice on these fees; for further information regarding customs and import duties, please contact your local customs office.

Shipping

We ship worldwide.

All items are shipped using Royal Mail or Parcelforce services.

UK parcels are sent via a fully tracked 48hr service.

We offer a free returns service within the UK. Please get in touch if you wish to return an item.

International parcels are sent via a ‘Tracked & Signed for’ service that will require a signature on delivery. Shipping times vary depending on your country but typically take between 5-10 days. Often, parcels are passed on to your local courier. This can vary, so please get in touch if you are having trouble tracking your parcel.

Please note:

If you wish to change your shipping address after placing your order, please email us at [email protected] to let us know, as soon as possible with the subject line “CHANGE OF ADDRESS”.

We cannot take responsibility for orders sent to an incorrectly entered address. Orders with an incorrectly entered address may accrue additional costs if the address isn’t corrected before it is processed to be dispatched.

Visit our Workshop

Based in the west-end of Glasgow, Scotland, our workshop is open 9am-5pm, Monday to Friday.

We have a range of bags on display, and we are always happy to give you a tour of our production facilities.

If you are planning a visit, do get in touch and let us know when to expect you.

Our address is:

Trakke Ltd,
First Floor, SWG3
100 Eastvale Place
Glasgow
G3 8QG

Payment Methods

You can pay using most debit and credit cards using our payment system, powered by Stripe.

You can also make payments using Paypal if you wish.

Changing Your Delivery Address

If you wish to change your shipping address after placing your order, please email us at [email protected] to let us know, as soon as possible with the subject line “CHANGE OF ADDRESS”.

We cannot take responsibility for orders sent to an incorrectly entered address. Orders with an incorrectly entered address may accrue additional costs if the address isn’t corrected before it is processed to be dispatched.

Custom Orders

We no longer accept requests for customisations to bags as it is typically too costly and time-consuming to be feasible. All items are sold as seen on the product page.

Troubleshooting

I can’t find the ‘Buy’ button!

If the “Buy Now” button isn’t appearing on the product page, please click on the desired colour swatch at the side of the page and this should bring it up.

My bag has arrived, and it’s already creased!

Due to the nature of waxed canvas, we can’t avoid lightly creasing the bags during the making process. This does not affect their performance. We like to think that the creases add to the patina of the bag, making it unique and capturing a part of the bags story.

Ambassadors

TrakkePack

The TrakkePack is our group of carefully selected brand ambassadors. The choosing of these guys to join the team was no accident – their passionate personalities and love for adventure are what drew us to them.

It is a very rare opportunity but, if you think you’ve got what it takes to join the team, please email with the subject line “PICK ME – [your name]” to [email protected] and tell us why you’d make a great addition.

Social Collaborations

As we are nurturing the partnerships we have with our TrakkePack team, we are not accepting Instagram collaborations with individuals of posts/photography for product.

Got a question we haven’t answered?
Email us at [email protected]