Exchanges, Returns & Refunds
What is your exchange and return policy?
Changed your mind? No worries! We accept exchanges and returns within 21 days of dispatch of your order. This timeline begins the day your item is posted to you, shown by the tracking number.
To organise an exchange or return, email email@example.com. We will ask for proof of purchase and reason for exchange or return, then arrange next steps with you.
If there's a price difference between the original item purchased and the newly exchanged item, we can refund the difference to the original payment method or issue a credit in the form of an e-gift card. Or if there is an increase in price between the original and newly exchanged item, you will cover the difference in value.
Shipping of exchanges and returns is at the purchasers expense - the customer pays for the courier or postage back to us. Duffle&Co will cover the cost of sending replacement items.
All products must be sent back in their original condition, with the protective drawstring bag and all tags. 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.
*If a refund is issued it will be credited to the original purchaser’s card. No exchanges or returns will be accepted for sale items unless faulty (No returns or exchanges are accepted for Sample Sale items). For all 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. We highly recommend using tracked postage.
If you order a bag on pre-order, this means that you are purchasing it before it arrives in New Zealand. Timeframes for this can be seen on the product page.
If you change your mind before the bag arrives, please contact us within 21 days of purchase for an exchange, credit or refund. Otherwise once it arrives if you aren't happy with your bag you can exchange it for another colour or style of equal value, or alternatively get store credit. 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 working 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 in the form of an e-gift card for the value of your purchase. 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. If we decide that your item is damaged, defective or incorrect upon arrival to you, we will cover the cost of postage.
*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.