FAQ

Frequently asked questions

Answers about ordering, our bag edit, materials, and care. If your question is missing, please contact us—we respond within 1–2 business days.

Orders, Payment & Shipping

How do I place an order?
Select your bag, review details on the product page, add to cart, and continue to checkout. You will receive an order confirmation by email. Payment is processed through our secure payment provider.
What payment methods do you accept?
We accept major credit and debit cards and other methods shown at checkout. All transactions run in a secure environment. We do not store full card details.
In what currency are prices shown?
Prices follow your selected shipping region (for example HKD for Hong Kong, EUR for Europe). The charged currency is confirmed at checkout.
Do you ship internationally?
Yes. Delivery options and timeframes depend on your location and appear at checkout. International shipments may incur local customs duties, which are the recipient’s responsibility unless otherwise stated.
How can I track my order?
Once dispatched, we send a shipping confirmation with tracking where available. You can also contact us for an update.

What kinds of bags do you sell?
Our Phase One edit focuses on modern women’s bags: everyday knit totes, crossbody and compact styles, bucket bags, and smart essentials such as foldable totes, dual-carry formats, and pouch companions.
How should I choose size and capacity?
Check each product’s dimensions on its page. Match capacity to your ritual — commute, travel day, or evening. If you regularly carry a tablet, choose a taller tote or dual-carry style designed for that load.
Are the bags suitable for laptop or tablet?
Many totes accommodate tablets and slim notebooks. Always compare your device size with the listed internal dimensions. Soft knit interiors protect edges but are not hard-shell laptop cases.
What does “detachable pouch” mean?
Selected styles include a zip pouch or mini companion you can remove. Use it for valuables, cosmetics, or travel documents while keeping the main bag organised.

What materials do you use?
Primarily high-performance polyester knits and related tech textiles, sometimes with contrast trim or faux-leather strap reinforcement. See Materials for details.
How do I clean my bag?
Spot clean with mild detergent and cool water. Most knits can be gently hand washed, then reshaped and air dried. Avoid high heat and aggressive scrubbing on graphic knits. See Bag Care for full guidance.
Will knit bags stretch permanently?
Moderate everyday use is expected. Chronic overstuffing is the most common cause of permanent distortion. Choose a silhouette with enough volume for your load rather than forcing a smaller bag.

What is your return and exchange policy?
Unworn, unaltered items in original condition may be returned or exchanged within the period stated in our Terms of Service at the time of purchase. Personalised or used items may not be eligible unless faulty or not as described.
Do you offer a warranty?
We stand behind materials and workmanship. Manufacturing defects are handled under our Terms of Service and applicable consumer law. Normal wear, misuse, or overloading are not covered.
How can I contact customer care?
Email coco@gwshk.com, call +852 9549 1764, or use the Contact form. We aim to respond within 1–2 business days.

For detailed policies, see our Terms of Service and Privacy Policy.