FAQ

What is the WATSON ledger

The WATSON ledger is a list of names that we keep in the WATSON cloud. Each 3-year season, we evolve, improve, and produce a new Pack for each of the names on this ledger. New members can join every two months and access the latest release.

Spaces on the ledger are very limited - we do this to ensure that our commitment to production and process quality is not compromised by growth. With a ledger system, we can focus on the customers we already have, and continue to practice the small batch production methods that we've been developing since our launch.

A space on the ledger comes with the purchase of any Pack ($449).

There's no minimum commitment involved - you could join for just one version if you liked.

Because we understand that each Pack will be experienced uniquely by each one of our ledger members, and so might not be quite right for everyone, every Pack ships with free returns. You can try the Pack at home, and decide whether or not to keep it. If the Pack isn't quite for you, you can return the still-packaged backpack to us via our returns form. We will refund you once we receive it back with us and log it into our system.

Is there a commitment when joining the ledger?

No - the WATSON ledger comes with zero commitment. You can stay for as little as one iteration, or for as many as Packs we make.

Can I buy an extra Pack?

Yes. We know that the Pack Members tend to want to give the gift of the Pack. We get it. It's an indescribable carrying experience you want others to enjoy.

Ledger members have anytime access to the latest edition of the Pack and can order as many as they like.

How can I leave the WATSON ledger?

You are welcome to close your space on the ledger at any time.

To do so, simply send us an email at goodbye@watsonpack.com from the email address associated with your ledger space.

Please note - if you have an outstanding order, you will not be able to close your ledger space until you receive your Pack.

Do you have any discount codes?

(Very rare) WATSON discount codes have been retired with our transition to the ledger model. Instead, we've included free shipping, free returns, a 3-year warranty, and all duties and taxes into the listed price.

If you need to offset the price of the Pack, we suggest using Klarna and/or finding a Pack member to refer you.

Delivery

When will I receive my order?

Your order will be fulfilled within two business days with delivery times from 2 to 14 days, depending on the shipping method you select at checkout.

Do you offer free delivery

Yes. We offer free delivery and returns within North America, Europe, and Asia.

We understand that buying a backpack without trying it first can be worrying. This is why we provide a free returns. If it's not quite right for you, leave the original packaging intact and you can return it to us using our free returns platform.

What countries do you deliver to?

We currently ship to the following countries:

Australia, Austria, Belgium, Canada, China, Egypt, France, Germany, Italy, Japan, Netherlands, New Zealand, Qatar, Spain, Singapore, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United States, United Kingdom.

Do you sell in stores?

Not at this time. Our retail partners unfortunately had to close down during the pandemic. We hope to offer an in-store experience in the near future. Currently, WATSON is exclusively available on our website.

Where can I view my order status?

Your order status page can be found by following the link in your order confirmation email. This email will have been sent when your order was shipped - it should have the subject line "NAME, Your WATSON parcel is on the way 📦".

Your order status page will display your tracking info, and your unique returns form link, in case you need to arrange a return. You can also do this via watsonpack.com/returns.

You are also able to access your order history and account details via your account page: www.watsonpack.com/login

Can I send my Pack to a friend?

We're more than happy to send your Pack to whichever address you choose at checkout.

Returns

How do I return my Pack?

To arrange a return, visit our returns page and follow the instructions.

You'll need to enter the email address used for your ledger space. We'll generate your unique returns form. Fill this out - it takes just two minutes - and download your returns label.

Pack all the contents of your WATSON delivery into the postage box, seal, and affix the returns label to the outside of the pack. Then just drop this at your nearest drop off point (see below, "Where is my nearest drop off point").

Please note, Packs received through Golden Tickets are non-refundable.

Read our full returns policy here.

How long do I have to return my Pack?

At WATSON, we operate a 14-day return window.

So long as you let us know of your intention to return within 14 days of receiving your Pack, we'll be sure to honour your return and offer a full refund upon receipt.

Read our full returns policy here.

Do I get a full refund when I return my Pack?

We will process a full refund for any returned Pack that arrives back with us, so long as the Pack is in now condition with original packaging.

Please allow up to 10 days for us to check your return and process the refund.

By default, a full refund will be added back to the original form of payment.

Where can I find my return label?

Your free return label is available for download upon completion of the WATSON returns form.

To find your returns form, simply, visit our returns page and follow the instructions.

Where is my nearest drop off point?

Your nearest returns drop off point can be found using the links below:

UK: See Royal Mail Loctions

USA: See USPS Locations

EU: See PostNL Locations

When will I get my refund?

Once your return arrives back at the WATSON HQ, we aim to process your refund as quickly as possible. Whilst this typically takes just 1-2 days, we do ask that you allow up to 10 days for this to happen before getting in touch.

Waiting List

How long do I have to wait?

The ledger will reopen for new members for our summer drop in June.

In the meantime, we suggest you join the waiting list. Gaining a space on the WATSON ledger can depend on various factors - such as availability and number of people on the waiting list.

We randomize invitations, but weigh this in favour of those who have been on the waiting list for longer. If you’re very lucky, you may receive a place within several weeks. More commonly, it can take a few months.

Will I remain on the waiting list if I don't accept my invitation?

Yes - we'll keep your name on the waiting list, even if you decide not to take up your space on the ledger when it's offered.

Your name will move to the bottom of the waiting list, but we'll message you again as soon as another space becomes available.

How do I leave the waiting list?

If you change your mind at any point and wish to remove your name/number from the waiting list, there are three ways to do so:

  • Text the word "STOP" to the number we initially messaged you on (the one you messaged with your first name upon adding your number to our website).
  • Click on the link in the last SMS we sent you after you didn't take up your ledger space. This will take you to a page asking you to confirm your removal from the waiting list.
  • Email the team (hello@watsonpack.com) with your mobile number and we'll be more than happy to remove it from our database.

I have an urgent trip, can I skip the waiting list?

We may be able to accommodate time sensitive requests, depending on availability.

You can request immediate access to the current Pack by emailing watson@watsonpack.com. Please put MY NEXT TRIP in the subject line and include your departure date in the email so we can ensure timely delivery if a Pack becomes available.

There is no guarantee that a Pack will be available. We will aim to respond within 24 hours so that you can plan accordingly.