Frequently Asked Questions

Start by considering what you typically carry, how you prefer to wear your bag and the occasions you have in mind.

Each product page provides relevant measurements, including dimensions, weight, strap measurements and stated device capacity where applicable.

If you plan to carry a laptop or tablet, we recommend comparing its actual dimensions with the bag's specifications rather than relying on screen size alone.

Yes. GROTTO uses genuine leather selected from Tuscany, Italy — a region renowned for its generations of leather-making heritage.

Some of our leather partners follow the principles of the Italian Vegetable Tanned Leather Consortium, preserving traditional vegetable-tanning techniques while supporting responsible production. Our partner tanneries are also LWG Gold Rated, reflecting their commitment to high standards of environmental management and responsible leather manufacturing.

To keep your leather bag in good condition, store it in a cool, dry and well-ventilated place when not in use. Avoid prolonged exposure to direct sunlight, heat and excessive humidity.

Keep the leather away from water, oil, perfume, cosmetics and other substances that may stain or affect its surface.

If your bag becomes wet, gently blot it with a clean, dry cotton cloth and allow it to air-dry naturally. Avoid using direct heat.

Before applying any leather-care product, test it on a small, inconspicuous area and make sure it is suitable for the specific leather finish.

For more detailed advice, please visit our Leather Care Guide.

We make every effort to ensure our product photography accurately represents each design. However, colours may appear slightly different depending on lighting, photography conditions and individual screen settings.

As leather is a natural material, subtle differences in grain, texture and colour may also occur between individual pieces. These natural characteristics are part of the appeal of genuine leather.

First, check that your billing information is correct and that your payment method is enabled for online transactions.

You can also try another payment method available at checkout.

If the issue persists, please contact us at support@grotto-official.com with a description of the problem.

For your security, never send your full card number or security code by email.

If you need to change or cancel an order, please contact us at support@grotto-official.com as soon as possible.

Cancellation requests should be submitted within 12 hours of placing your order. Changes and cancellations are subject to order processing and shipment status, so we cannot guarantee that every request can be accommodated.

Please include your order number and the details of your request.

You will receive an order confirmation email at the address provided during checkout.

Once your order has been shipped, we will send a shipping confirmation email containing your tracking information.

If you cannot find these emails, please check your spam or junk folder. You can also contact our Customer Care team with your order details for assistance.

If a promotional or discount code is available, enter it in the designated field during checkout before completing your purchase.

Please check the terms and conditions of the promotion, as some offers may have specific eligibility requirements or exclusions.

GROTTO currently has physical stores in mainland China. You can visit our storespage to find store locations and details.

We are also exploring opportunities to bring the GROTTO experience to more places around the world. Follow  @grotto_official on Instagram for the latest updates on our international store plans and announcements.

Orders are typically processed within 1–3 business days. Estimated delivery times after shipment vary by destination:

• United States: 7–10 business days
• United Kingdom: 8–12 business days
• Canada: 8–12 business days
• Australia: 8–12 business days
• Europe: 8–15 business days
• Asia: 5–7 business days

These are estimated delivery times rather than guaranteed dates. Actual delivery may vary depending on the destination, customs procedures, public holidays and local carrier conditions.

Pre-order items may have different processing timelines, as indicated on their product pages.

For the latest information, please refer to our Shipping Policy.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information.

You can use the tracking details provided to follow your shipment.

Please note that tracking updates may take several business days to appear while carrier systems synchronise. If your tracking information has not updated after five business days, please contact us at support@grotto-official.com.

Delivery estimates may be affected by customs clearance, local carrier operations, public holidays or other circumstances beyond our control.

We recommend checking your latest tracking information first.

If there have been no tracking updates for more than five business days, please contact support@grotto-official.com with your order number and tracking details. Our team will help look into the delivery status.

In most cases, international orders are delivered without additional customs duties or import taxes, so you generally don't need to worry about extra charges.

However, customs regulations vary by destination, and additional fees may occasionally apply depending on local import requirements. If any charges are imposed by your local customs authorities, they may be the responsibility of the recipient.

Yes. GROTTO offers free worldwide shipping, so you can enjoy complimentary delivery wherever you are. Simply enter your delivery address at checkout to view the available shipping options.

Exchange eligibility and available options depend on the item and the applicable return policy.

Please contact our Customer Care team at support@grotto-official.com with your order number and the item you would like to exchange. Our team will advise you on the next steps.

We're sorry if something isn't right with your order.

Please contact us at support@grotto-official.com and include your order number, a description of the issue and clear photos of the item and its packaging.

Our team will review the details and help you with the appropriate next steps.

Once we have received and inspected your returned item and confirmed that it is eligible for a refund, GROTTO will process the refund within 3 business days.

Please note that the time it takes for the funds to appear in your account may vary depending on your payment provider or financial institution.

For assistance with a specific refund, please contact support@grotto-official.com.

Yes. GROTTO is a Chinese designer bag brand founded in Hong Kong in 2001. With roots in Hong Kong and an international outlook, the brand brings together creative expression, contemporary aesthetics and thoughtful leather craftsmanship.

GROTTO continues to explore new possibilities in bag design while developing its own distinctive design language.

GROTTO approaches bag design through a balance of individuality, functionality and craftsmanship. Rather than following trends alone, the brand explores unconventional forms, distinctive details and thoughtful construction.

From material selection to the final silhouette, each design reflects a considered approach to creating leather bags with character and lasting appeal.

GROTTO's design philosophy is rooted in creative rebellion, contemporary aesthetics and thoughtful craftsmanship.

The brand believes in exploring beyond conventional forms, finding inspiration in everyday objects, natural textures and unexpected details. Each design is an expression of creativity, balancing individuality with functionality and timeless appeal.

GROTTO offers a range of collections, each exploring a different perspective on contemporary leather bag design.

Our collections include Double P, GOGO, Double Z, Stone, Toast, Collar, R66, Weekend, Ark and Carry.

From distinctive structural details to expressive silhouettes and material exploration, each collection reflects a different aspect of GROTTO's design language.

Explore our Collections page to discover the designs and stories behind each collection.

The Double P Collection features a split double pocket design, unlike the single compartment of a conventional messenger bag. Two independent utility pockets at the front keep essentials within reach. Ease follows your movement for effortless access.

The Double Z Collection reimagines the classic handbag through its signature double-layer "bag-within-a-bag" construction.
The iconic double-zip design transforms one silhouette into two distinct expressions. Unzip to reveal unexpected layers and contrasting interiors that express individuality. Zip it closed to return to a clean, sculptural form—minimal, refined, and timeless.
Designed for those who appreciate thoughtful craftsmanship and understated luxury.

Inspired by the natural forms and textures of stone, the Stone Collection explores the contrast between organic irregularity and the softness of leather.

Featuring Blackstone Leather, introduced in the Stone Collection, the designs use Italian hand-crumpled vegetable-tanned sheepskin to create a distinctive, naturally textured surface. Each piece celebrates the individuality of leather and the beauty of its material character.

Inspired by the familiar shape of a slice of toast, the Toast Collection transforms an everyday object into a distinctive handbag silhouette.

The Toast Hobo bag features a classic hobo shape with rivet pockets on both sides, balancing playful inspiration with practical functionality.

Inspired by the deconstruction of a folded collar, each new structure of Collar Collection is born from the act of reconfiguration. Unbounded by limits, it finds renewal through rebellion, and rebirth through reinvention.

 A moment beyond the boundaries of routine, the Weekend Collection invites a return to your own rhythm. Unrestrained yet grounded, it finds its balance in soft forms that hold their structure. An expression of effortless ease — relaxed, never careless; free, yet always composed.

Inspired by the free-spirited attitude of the 1960s hippie movement, the Carry Collection  brings together clean silhouettes and soft, vintage-finished leather to create a relaxed, effortless shape. Retaining GROTTO's signature structure, it expresses an aesthetic that feels understated yet untamed, with a touch of rebellious spirit.

The GOGO Collection  is born from the freedom to leave at a moment's notice. Defined by a fluid silhouette and an effortless attitude, it embraces spontaneity and the unexpected. Carry only what you need, and leave room for wherever the journey takes you.

Inspired by the legendary Route 66, the Soft R66 Collection carries forward GROTTO's iconic ROUTE66 legacy. Celebrating the spirit of the open road, it draws on the highway's rich cultural diversity and enduring sense of freedom. A journey shaped by different encounters, unexpected moments and the pursuit of dreams — where the road itself matters more than the destination.