Exchanges, Returns & Refunds
What is your exchange and return policy?
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 Post Haste.
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 exchange or return, then arrange a free post returns label for you.
*Please note complimentary shipping for exchanges or returns is for New Zealand customers only. If you live outside of New Zealand, it is your responsibility to cover the cost of postage.
Upon return of your bag in its original condition (accompanied by the original tags and protective drawstring bag) an exchange for a product of equal amount, or a refund will be given (minus the shipping cost). 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.
*Complimentary postage for exchanges and returns is for customers who reside in New Zealand only, who contact us to exchange or return their items within this 21 day timeframe. If a refund is issued it will be credited to the original purchaser’s card, excluding the shipping cost for those outside NZ. No exchanges or returns will be accepted for sale items unless faulty (No returns or exchanges are accepted for Sample Sale items). For all international sales, 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 by the customer.
If you ordered a bag on pre-order, that means it was made and allocated to 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. Please email us at email@example.com to arrange.
When can I expect my refund?
Refunds are processed 1-3 business days after you email us your proof of postage.
How do I return a gift?
For gifts we only accept exchanges, or will issue you with store credit for the value of your bag. To begin please email us at firstname.lastname@example.org with details of the name and order number that the bag was placed under. We will not accept gifts for exchange or store credit that were purchased through one of our stockists, as this must be done directly through them.
My product broke … what do I do now?
We are sorry to hear that! Click here to learn more about our Repair Rewear program.
What if my item is damaged, defective, or incorrect?
We hand select our natural materials. Due to the nature of leather, occasionally slight marks or blemishes may be present on the surface of the hide. As we make our bags by hand, now and again these naturally occurring marks may appear in our bags and accessories. We also reuse roll-end leather and offcuts to minimise waste. If you feel that your bag is defective or damaged, please send photos of it 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 any defects or damages 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 customer or by 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 out our FAQs page.