Orders & Shipping
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. Otherwise, once your original order arrives, we can exchange it for your new choice. Please note this is for NZ customers only and must be done within a 14 day period. For items ordered on our 'support slow' model, unfortunately items cant 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 2-3 business days of purchase from our warehouse in Auckland, 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 takes your parcel on its journey to you and into your loving hands. This usually takes 2-3 business days (slightly more for rural and South Island) in New Zealand and 2-10 business days for international orders.
What are your shipping methods and how long does it take for items on 'support slow' / pre-order?
We offer some items for sale before they actually arrive. This means our craftsmen are working on your piece specially for you! In this case, please allow 4-6 weeks for your order to be processed and shipped to your door, from when you make a successful payment. When you pre-order an item we will ship it out 1-2 business days after it becomes available at our warehouse in Auckland, NZ. You can tell if you are purchasing an item that is a pre-order on the product page, by looking for the pre-order notification badge. You will also have to select the 'support slow' option before you buy. We will make sure to send you a shipping confirmation email as soon as the item leaves our warehouse in Auckland.
Note: Out of respect for our craftsmen and women, all backorders will take longer than normal during the Balinese religious holidays.
Do you offer free shipping?
We offer free shipping to addresses within New Zealand. Shipping to Australia is $15 but free if your order is over $100. For the rest of the world, shipping will incur a fee.
Where is my order?
You will receive a shipping notification with your tracking number once it is dispatched from our warehouse. Please remember that if your item was ordered on our 'support slow' 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, tracked orders incur an additional fee. If for any reason you don't receive your tracking number or would like some help with it, please contact firstname.lastname@example.org.
Where do you ship?
We ship anywhere and everywhere (except for outer space!). For orders outside of New Zealand and Australia, please note the customer is responsible for any duties or tax that may occur upon arrival into your country.
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 Duffle&Co.
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.
Returns & Exchanges
What is your return policy?
Most purchases (for items purchased on our 'buy now' model) may be returned within 21 days. This timeline begins the day your item is posted to you from our warehouse. If your item was ordered on our pre-order or 'support slow' model, we don't accept returns (unless your item is damaged) as it was specially made for you.
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 at our warehouse.
What is your exchange policy?
Don’t fancy the colour you originally chose? We’re happy to exchange that for you (as long as it was ordered on our 'buy now' model. Please note, this only applies if you would like to change the colour of your item – not the product. 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 up in 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 our warehouse. 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 or our warehouse 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 the order number 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 sometimes re-use 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 (see below). 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 label to send your product back to us at our Wellington 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.
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.
What is the best way to clean my Duffle&Co product?
Normal leather cleaners and shoe polishes are our usual go-to! (Make sure you colour match correctly). If you have stained your product, we recommend taking it to your local shoe repair shop to see what they can do. They have worked with almost every type of leather for years and can guide you further.
How often do you restock your items?
As we are a small company, we restock items once or twice a month, but these restocks vary by product each time and all depends on what is or has been selling well. We try to be as transparent as possible with you on expected restock times, but our workshop and orders are constantly changing so these estimates are not always set in stone. On a regular basis, you can expect an item to restock within 2-3 weeks. If we know you want the product, we are more likely to push for that restock for you. So, email in at email@example.com and we will take note of your request.
Note: If you are super keen on an item you can buy it on pre-order / support slow, and it will be made for you and delivered within 4-6 weeks. This must be an existing item and not something we haven't designed yet.
What can I fit in my bag?
We are often asked which products fit a 15” laptop. These products include the 15” laptop sleeve, the McCarty Tote, the Forrest Satchel, the Daniel Satchel, and all Duffle Bags. The Bradley Backpack fits a 13” laptop. Unfortunately, our Rose and Zahra bags don’t fit laptops, but they do fit books and smaller iPads beautifully. For those who want a compact piece like the Cooke, this product fits your essential cards, keys and cash, whilst fitting into the palm of your hand.
What can I do with my reusable natural cotton drawstring bag?
We’re so glad you’re curious about this one. Most companies use plastic to protect product during the shipping process, but we thought, why not give our customers a little extra bonus product and ditch the plastic along the way? There are so many ways to use your cotton tote bag:
- Camera bag
- A cute way to contain period products
- For travel toiletries
- To store your hair dryer, straightener, or curler
- To untangle all your chargers and keep tech safe
Let us know what you use your cotton duffle bag for and tag us on social media! Read more ideas as to how to use your drawstring bag here.
Values & Transparency
What does it mean to be climate positive?
Becoming climate positive was a big and exciting process for us. To achieve this certification, we traced our carbon footprint from our leather suppliers to our day to day waste in the office. We looked into the emissions of using bi-product leather – which is extraordinarily lower than using animals that have been raised for their leather. From there we tracked our energy usage at our workshop in Bali, our freight from Bali and to customers, and more. Overall, we realised how much we had grown, so it’s refreshing to ensure we were putting more positive influence back out into the world than we take. To do this, we became climate positive – which means we offset 120% of our carbon emissions. By working with EKOS, we buy carbon credits that offset our emissions, then EKOS plants trees all around New Zealand to restore the environment. If you have any more questions about this process, please contact firstname.lastname@example.org and ask for Emily.
What do you do to eliminate waste?
In order to eliminate waste in our production process, we use as much of the leather as we can, using unique cuts to ensure there is as little waste produced as possible. Whatever leather isn’t used, our workshop manager collates to be used for things like luggage tags or the wristlets or zipper ends on our smaller products. We are using Better Packaging compostable mail bags that you can pop in your garden compost (please make sure to take off the tape and mailing label first.) We are looking into compostable tape (more to come soon!) Ultimately, we are doing the best that we can at the moment with what’s on the market, and as this market evolves, we will too!
What is our packaging? What do you have to do to compost it?
We use Better Packaging’s compostable mail bags. They are made from 100% biodegradable and compostable materials and has 40% less CO2 emissions compared to traditional plastics. The most sustainable option is to put these mail bags in with your food scraps and garden waste. They will break down within 90 days in a compost environment. Note: again, please make sure to remove all tape and labels first.
How do you plant trees with Eden Reforestation Projects?
With Eden Projects, we are able to make a difference with every single product we sell. Every product bought plants 5 mangrove trees and guarantees a day’s work to local villagers. From a sustainability standpoint, mangrove trees are pretty much the best of the best. These bits of nature absorb more carbon each year of their lives. They also reforest and rehabilitate animal habitats and coastlines that have suffered the consequences of humans and climate change. If you have any questions about our work with Eden Projects, please contact email@example.com and ask for Emily.
Where does your leather come from?
Our leather comes directly from Indonesia. Most of the time, it is sourced locally in Bali, where our workshop is. There have been some batches of leather that came from Java, but this is a rarity. Most importantly, we make sure that our leather suppliers have not used dangerous chemicals on the leather. These chemicals are not only bad for the environment, but also put our craftsmen in danger when working with highly processed materials. Additionally, our leather is always bi-product leather. Bi-product leather comes as an after effect of animals that have been raised for meat, rather than being solely raised for their leather.
What is Pinatex? Do you use any other non-animal based leathers?
Pinatex is our natural leather alternative that is made from cellulose fibres in pineapple leaves. Pinatex is 100% vegan and a low-carbon fabric. Not only is it sustainable, but it allows farmers to fully utilise their crops, providing more income and security.
At the moment, we only use Pinatex, but we are building relationships with a few companies that are producing fabric made from food waste, recycled bottles, and mushroom leather. These are just a few options we are excited to learn more about and hopefully implement in the future.
Where does your interior and brassware come from?
Our YKK brassware (Trijaya Accessories) and canvas lining are made and sourced locally within Indonesia. These extra bits and bobs that go into making our bags are brought from Jakarta by our local Balinese suppliers, who we then order from. For any organic materials such as our organic cotton T-Shirts we hold GOTS certification.