Exchanges, Returns & Refunds
What is your returns and exchanges policy?
For our NZ customers we accept returns and exchanges within 21 days of dispatch of your order. This timeline begins the day your item is posted to you, shown by the tracking number from New Zealand Post.
If you are not happy with your product on arrival please email email@example.com. We will ask for proof of purchase and reason for return, then arrange a freepost returns label for you. Upon return of your bag in its original condition (accompanied by the original tags and dust bag) 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 do not send back your purchase to us before contacting us at firstname.lastname@example.org 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 (No returns or exchanges are accepted for sample sale items). 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 Duffle&Co and the value must be claimed back through the relevant postal services, where applicable.
If you ordered a bag on pre-order, that means it was made for you. No refunds will be given for any items that are made-to-order, however if you really aren't happy with your bag you can exchange it for another colour or style of equal value. If you'd like a different style, you will cover the difference in value, or Duffle&Co will refund you the difference if the price is lower in value.
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.
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.
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. From there, we will take it to our local, trusted repair shop free of charge. This process usually takes around 2 weeks, depending on the volume of repairs.
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.
What if my item is damaged, defective, or incorrect?
We do our best to give you the best material we can find. Occasionally some of our 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 email@example.com. 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.
*Duffle&Co have the right to refuse exchange or refund if the fault was caused by the consumer or events outside of Duffle&Co's control. The customer is fully responsible to maintain the look, feel and appearance of the product. Duffle&Co are not responsible for tears or 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.