Orders & Shipping
I want a different colour or product! Can I change my order?
Most of our NZ 'buy now' orders are processed and shipped within 2-3 business days – if your order has not already been sent, we are happy to change it for you. You must contact us straight away! Otherwise, once your original order arrives, we can exchange it for your new choice, so long as we have the item in stock for 'buy now'. Please note this is for NZ customers only. For items ordered on our 'pre-order' model, 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!
What forms of payment do you take?
We take a variety of payment options, including Visa, Mastercard, American Express, PayPal, and LayBuy.
What are your shipping methods and how long does it take for items on 'buy now'?
Most of our 'buy now' orders are shipped within 1-3 business days of purchase from Mount Maunganui, pending availability and credit verification. Orders placed after 12pm on Fridays will not be processed until the following Monday. Once your order is shipped, CourierPost picks up your parcel and delivers it into your loving hands. In New Zealand this 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.
*Please note that due to Covid-19 it is taking much longer to ship internationally outside of NZ and Australia. This is because there are less planes coming in and out of each country. If you are unsure about timeframes, please check with your local delivery service for shipping times arriving from NZ.
What are your shipping methods and how long does it take for items on 'pre-order'?
We offer some items for sale before they are made and in stock. We call this option pre-order. You can tell if you are purchasing an item that is a pre-order on the product page, by looking for the blue pre-order notification badge. 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 instead of getting it straight away as above in our 'buy now' option, you will wait 4-6 weeks for it to be made and delivered. This option means that we have no waste product, and to say thank you we offer these pre-order items to you at a slightly discount rate to our buy now prices! When you pre-order an item we will ship it out 1-2 business days after it becomes available to us here in Mount Maunganui, NZ. We will make sure to send you a shipping confirmation email as soon as your order is packaged.
Note: Out of respect for our craftsmen all pre-orders will take longer than normal during Balinese religious holidays.
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.
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.
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).
Do you offer gift cards?
Yes, we offer digital gift cards! This means, when you buy a gift card with us, we will flick it to you via email. This not only saves postage, but also paper, petrol, energy, & more – little smidgens of CO2 that the world can definitely do without!
Note: Gift card purchases are non-refundable and only valid if purchased directly through our Duffle&Co online store, and thus spent on our Duffle&Co online store.
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 firstname.lastname@example.org. You can also manually change the currency yourself at the top of our website.
Exchanges, Returns & Refunds
What is your returns and exchanges policy?
For our NZ customers we accept returns and exchanges within 21 days of the dispatch of your order. This timeline begins the day your item is posted to you from our warehouse, shown by the tracking number from Courier Post.
If you are not happy with your product on arrival, upon return of your bag in its original condition (accompanied by the original invoice and all of the tags and bags) an exchange for a product of equal amount, or a full refund will be given. Duffle&Co have the right to refuse returns not meeting these requirements. All exchanges and returns must be finalised within this 21 day window. Please note to arrange this you must contact us on the below email address to arrange.
Please do not send back your purchase to us before contacting us at email@example.com and receiving an approval notification.
We offer free returns for those customers in NZ only who return their items within this 21 day timeframe. If a refund is issued it will be credited to the original purchaser’s card. No returns or exchanges will be accepted for sale items unless faulty. For faulty items these will be considered on a case by case basis and Duffle&Co reserve the right to refuse an exchange or refund. For all international sales, returns will be at the cost to the customer. Any items that go missing during transit will not be compensated by the company and the value must be claimed back through the relevant postal services, where applicable.
Refunds for store credit are free. For refunds to credit cards, PayPal, and LayBuy, we deduct $9 to cover shipping and restocking. Refunds may only be issued to the credit card, PayPal, or LayBuy account used to make the original purchase.
Due to the complexity of our returns process, please refrain from combining returns from multiple orders in one return package. In addition, please ensure that items are unused, unworn, and undamaged. All returned items must also be unaltered and include any original packaging, including all tags, barcode stickers, paperwork and the cotton drawstring bag the item came with.
How do I start a return?
To start your returns process, please email: firstname.lastname@example.org. For ease, in your email please provide your name, order number, reason for return, provide details or a screenshot of your purchase confirmation, and pick up address. Depending where you are located, we will either organise a pick up or provide a return label. If you are given a return label, you have 21 days to have your return dropped off and scanned at a post shop location. Your refund will be credited to the original form of payment used to make the purchase. Any returns received postmarked after 21 days from the return ship date are ineligible for return and will be automatically reshipped to the customer upon receipt.
Can you tell me more about exchanges?
Don’t fancy the colour you originally chose? We’re happy to exchange that for you (as long as we have your preferred colour in stock). Please note, this only applies if you would like to change the colour of your item – not the product. Please note that this can only be done if you ordered on 'buy now'. If you would like to exchange your order for an entirely new choice – say you are switching from the Rose to the Zahra, you will need to organise a return of your original product, and then place a new order for your second choice. We will then refund your first order. If you have any issues with this process, and would rather organise a bank transfer to cover the cost, we can do this in special situations. If your change of choice is lower in cost, we will just refund the difference to your order.
When can I expect my refund?
Refunds are processed 1-3 business days after your order makes it back to us. This means you will not receive your refund as soon as you send it. Please be patient with us as there can sometimes be a delay from NZPost to us receipting your item back into stock.
Note: For a refund that is not store credit, we do deduct $9 – this covers shipping and receipting this item back into stock.
How do I return a gift?
In order to return a gift, we will need the name that the order number for the item was placed under. We will not accept gift returns that were purchased through one of the stores that stocks Duffle&Co. For those items you need to go directly to the store you bought your item / gift from. We are happy to give store credit or exchange your item. Unfortunately, we are only able to process refunds to the card the product was purchased on. If you have any issues or questions with this, please contact email@example.com.
What if my item is damaged, defective, or incorrect?
We do our best to give you the best pieces of leather we can find, but some leather may have slight marks or blemishes, as we reuse offcuts to minimise waste. If you feel that your item is damaged or defective, please send photos of this item to firstname.lastname@example.org. From there, we can distinguish whether this is a natural occurrence in the leather, or organise an exchange for you. Please do report and damages or defects within the 21 day period of receiving the item.
If you have received an item that does not match your order, please contact: email@example.com. We will organise an exchange for you right away.
Products & Repair
My product broke … what do I do now?
We are sorry to hear that! Although not often, these things do happen. We’re here to help. If your order was placed within the last 12 months, we are happy to repair this for you. If your product is outside of the 12 month window, unfortunately we won’t be able to repair it directly for you, but we are happy to recommend you to our trusted leather repair shops. If you have any questions or issues with this, please contact firstname.lastname@example.org with a detailed message including your name, order number, proof of purchase, details of product issues, and photos of this issue.
What is your repair policy?
If your product is faulty or has broken within the 12 month period, we will send you a free post returns label to send your product back to us at our office. From there, we will take it to our local, trusted repair shop free of charge. This process usually takes around 3 weeks, depending on the volume of repairs. If you would like a speedier process, you can take it to the repair shop of your choosing. If you choose to do this, we are happy to cover the cost of repairs up to $30, so long as your item is within the 12 month period from purchase and you have provided proof of purchase following the instructions above.
If your item falls outside of our 12 month period, you are responsible for covering the full costs of repair. We will be more than happy to recommend some repair shops to you.
*Duffle&Co have the right to refuse a refund or any other remedy if a consumer changes their mind about a product or service, or damages the product after the sale
*Duffle&Co have the right to refuse to fix a problem with a service if the fault was caused by the consumer or events outside of the service provider’s control. The customer is fully responsible to maintain the look, feel and appearance of the leather product. This can be done by caring for the leather as you would your shoes, with leather cleaners and polish. Duffle&Co are not responsible for leather tears or leather fading, as this is also outside of Duffle&Co's control. For more info on caring for your Duffle&Co product please check our FAQs page.