Less is more. If we can extend a bags life cycle, it means less waste going into landfill. Although not often, every now and again we understand that through wear and tear bags can break. We are here to help! If your order was placed within the last 12 months, and you reside within New Zealand, we are happy to offer you our complimentary repair service so you can rewear your Duffle&Co bag for years to come. Please email us at firstname.lastname@example.org with proof of postage and images of the area that has broken, so we can assess it and arrange next steps.
Please note that you must cover the cost of return postage (to and from) our repairs centre (we will cover the cost of the repair).
If your product falls outside of the 12 month since purchase window, or if you live outside of New Zealand don’t fret! We will still repair it, you will just need to cover the cost of the repair and postage (to and from the repairs centre).
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.
I really don’t want to keep my used bag and it is gathering dust at the back of my wardrobe. What do I do now?
Our bags are handmade to be cherished. They only endure time if given the chance and cared for properly. If the time has come for you to part ways with your Duffle&Co piece, and you have already submitted your bag to our Repair Rewear program, then we are here to help. Please click here to learn more about our end of life Reclamation Program.