General Frequently Asked Questions

Miscellaneous: Customer Support, Custom Orders, Repairs, etc.

How can I contact you directly?

The fastest way to get a hold of us is through emails. We have a whole team ready to answer any and all emails within 24 hours. If you would like for us to call you, email us anyway with your name, phone number and best time to reach you. We’ll give you a call as soon as we can.

Haven't received your order confirmation email? No reply to your email inquiries?

If you have not heard from us, please check your spam or junk folder. If you do locate one of our emails in your spam or junk folder, please make certain to mark e-mails from or as "not spam" to prevent this issue from occurring every time we attempt to contact you via email. We get back quickly to every customer, Monday-Friday, so if you don't hear from us, please check those folders, or let us know.

Can I customize a case in ways other than changing the color?

Unfortunately not.

Can I send back my bag to change the buckle or handle?

Yes – please email us at

to find out current pricing.

Do you have a catalog?

You're looking at our only catalog—our website. The site carries our full product line.

Do you work with any retailers at the moment?

No, we make and distribute our cases here in San Francisco and sell everything through our online store. We’re not set-up to receive customers here unfortunately – nothing but brown boxes here at our shop. 

Can I order on the phone or just online?

The quickest, most efficient way for us to receive your order is via our website. Website orders go directly to our Shipping Department and these orders get processed before telephone orders. You can order from our website 24 hours a day easily from anywhere in the world.

Do I have to order using a credit card? Do you accept checks, money orders, or PayPal?

We accept payment by MasterCard, Visa, American Express, and PayPal only.

I’ve love my Waterfield bag and used it for years now. Can I send it in for a quick repair?

Sure – email us at and we’ll give you instructions on what to do.

Help me decide which bag is for me.

We have several bags that we could recommend, but the more important question is -- which bag will fit your needs? Email us at

to find out.

If I give you my email address when placing an order, will you use my email address to spam me? Will you sell my email address to someone else?

We HATE spam! Unless you sign up for our mailing list, we will not send you unsolicited emails. Even people who sign up for our mailing list won't get many emails from us (typically one every 3 months). We ask for your email address when we take your order so we can email out confirmation emails and in case we need to contact you about an issue with your order. We will NEVER sell or give out your email address to anyone (unless it is by court order, which law-abiding citizens usually don't have to worry about).

How can I find out about new products or new sizes coming out? What if I have a suggestion for a new bag or product enhancement, can I contact you?

If you would like to be informed of new products, you can join our mailing list or check us out on Facebook and Twitter. If you have suggestions about new products or improved features, please let us know by emailing us at

. We truly value your feedback and suggestions. 


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