FAQs


Shopping

Unfortunately, not. All orders will be sent straight to your provided address. But don’t worry, shipping won’t cost a fortune. We pride ourselves on having a super low flat rate for shipping to anywhere within New Zealand or Australia. But you could even end up with it being free!

It can take us up to 5 days to process and prepare your order. We get a lot of orders and appreciate your patience. You’ll receive a shipping notification email once it’s shipped. If your order has still not shipped after 7 days, please send your order number to [email protected] and we’ll be in touch as soon as possible.

Sorry, you won’t be able to change the delivery address once your order has been placed. However, there might be a small window between when the order is placed and when it’s actually shipped. Let us know as soon as possible by sending your order number with the new delivery address to [email protected] and we’ll do our best.

Certainly! You can use the Contact Us form to ask us any product related questions, or you can flick through an email to [email protected]. We’ll do our best to get back to you within 24 hours, but please allow up to 48 hours if it’s a weekend or public holiday.

Yes, we will beat it as long as it meets the price match conditions. For details, please refer to Terms & Conditions, section 5 – Price Match Conditions.

Orders & Returns

Yes! You’ll receive an email notification with a tracking number once your order has been shipped. You can also find the tracking number under My Account – Order Detail page. Then just sit back, relax and watch your order make its journey to your front door!

Unfortunately, not. We’re trying to not sell any out of stock products. So, if you’ve placed an order and it’s out of stock, we’ll let you know within 2 business days and give you a refund.

Of course! You can return any product within 30 days from the purchase date. However, the product does need to be in its original condition. That means, it hasn’t been used, the label hasn’t been removed and the packaging hasn’t been damaged. Please note: you will need to pay the cost for return delivery.

To know more, check out the Delivery & Returns page for our product return procedure.

No, we do not refund the shipping fee for any eligible returns except if the bag is faulty.

We try our best to make sure every single order is top quality! But mistakes happen, and if you do receive a faulty product, we apologize. Please send a photo of the bag (showing the damage) along with the order number to [email protected]. We’ll arrange either replacement or a refund to your account as soon as possible.

Payment

We support PayPal and Credit Cards, including VISA, MasterCard, AMAX, DISCOVER, etc. via Stripe payment.