Most of our orders are shipped within 1-2 working days. Once we have packaged up your item your will receive an email notification with tracking details. Please note orders placed from 1pm on Friday and over weekends will be shipped the following Monday. In New Zealand shipping usually takes 1-2 business days for North Island and 1-3 business days for South Island. If you are in Australia delivery takes 3-7 business days. If you are living anywhere else in the world outside of New Zealand and Australia, it takes between 3-10 business days for delivery.
If you have ordered via pre-order, this means we are making your bag just for you because it's either brand new and we are making it in small quantities, or we don't have your current favourite in stock. You can tell if you are purchasing an item that is a pre-order by looking for the pre-order notification badge over the product image. You will also have to select the 'pre-order' option before you buy. Selecting this option means our craftsman will make your item especially for you, and you will have it in 4-6 weeks.
*Please note: Out of respect for our craftsmen all pre-orders will take longer than normal during religious holidays. Due to Covid-19 it is taking much longer to ship. If you have any questions please refer to our Covid-19 page.
Where do you ship?
We ship anywhere and everywhere (except for outer space!). For orders outside of New Zealand and Australia, please note you are responsible for any duties or tax that may occur upon arrival into your country. If you haven't received your order you are responsible for using the tracking details provided to trace and pay for additional tax or duties incurred for release of your goods into your country to your door (outside of NZ and AUS).
What are your shipping costs?
Shipping within New Zealand and Australia is free. For the rest of the world, shipping will incur a fee based on product weight, starting from $41.26 NZD. All of our shipping is tracked.
What forms of payment do you take?
We take a variety of payment options, including Visa, Mastercard, American Express, PayPal, Afterpay and LayBuy.
What currency are your prices in?
Our website will adjust to your IP address, meaning it should convert to your local currency. If you have any issues or questions, please contact email@example.com. You can also manually change the currency yourself at the top of our website.
I want a different colour or product! Can I change my order?
Most of our orders are processed and shipped within 1-2 business days. If your order has not already been sent, we are happy to change it for you. You must contact us straight away at firstname.lastname@example.org and let us know. Otherwise, once your original order arrives, we can exchange it for your new choice, so long as we have the item in stock. Please note this is for New Zealand customers only. For items ordered on 'pre-order', unfortunately unless you contact us within 48 hours of placing your order, items cannot be changed as they are made to order just for you, so please choose wisely!
Where is my order / order notifications?
You will receive a shipping notification email with your tracking number once it is packaged. Please remember that if your item was ordered on our 'pre-order' model, it is more likely you receive your shipping notification in week 4 or 5 from when you placed the order. If you are ordering internationally (outside of NZ and AUS), tracked orders vary in price depending on the weight of the product. If for any reason you don't receive your tracking number or would like some help with it, please contact email@example.com.
It is important that you fill in your shipping and email address correctly when ordering. Duffle&Co cannot accept responsibility for missing parcels due to an address being entered incorrectly. We recommend that you provide a secure daytime delivery address, such as a workplace for your order. Please let us know if your order does not arrive within the expected delivery time frame so that we can lodge a query with the relevant shipping provider.