HELP CENTER

Frequently Asked Questions (FAQ)

General Questions

1. What types of bags do you sell?
   We offer a wide range of bags, including handbags, backpacks, tote bags, crossbody bags, travel bags, and more.

2. Are your bags, accessories and apparels available internationally?
   Yes, we ship worldwide! Customers are responsible for any customs fees, duties, or taxes for international shipments.

3. Do you have physical stores?
   No, we operate exclusively online to provide the best value and convenience.

Orders and Payments

1. How can I place an order?
   Simply browse our collection, add your desired items to the cart, and proceed to checkout.

2. What payment methods do you accept?
   We accept major credit/debit cards and bank deposit.

3. Can I change or cancel my order?
   Orders can be changed or canceled within 24 hours of placing them. Please contact us for assistance.

Shipping and Delivery

1. What are your shipping options?
   We offer standard and express shipping. Shipping times vary by location and at the moment, we only use NZ Post for secure shipping.

2. How much does shipping cost?
   Shipping costs depend on your location and the shipping method selected. We offer free shipping on orders within Auckland.

3. How can I track my order?
   Once your order ships, you’ll receive a tracking number via email. Use it to check your order status on our tracking page.

Returns

1. What is your return policy?
   We accept returns within 30 days of delivery, provided that we made mistake in sending the wrong size or color of the item. Items must be unused, with tags, and in their original packaging. The shipping cost for returns are at the buyer's expense.

       Please note that items are not eligible for return and exchange if:

a customer changes their mind;

they damage or break the product after delivery, whether by accident or on purpose;

customer misuse occurs (such as not reading provided instructions) that leads to product damage;

the customer buys a faulty product despite knowing about the fault;

an unreasonably significant amount of time has passed before the customer reports the defect; or

the fault occurs due to circumstances out of our control, such as third party interference.

Refunds

1. How do I request a refund?
   Contact us with your order number and reason for return. Refunds are processed once the item is received, inspected and validated.

2. Do you offer exchanges?
   Yes, exchanges are available for items of equal value and same model. Please contact us to arrange an exchange.

Product Information

1. What materials are your items made from?
   Our bags are crafted from high-quality materials such as genuine leather, vegan leather, canvas, and other durable fabrics. Specific details are listed on each product page.

2. Do you offer custom or personalized items?
   No, we do not offer customization options on the items.

3. How can I care for my bag?
   Each product page includes care instructions tailored to the material. For general tips, you may contact us.

Customer Support

1. What should I do if my item arrives damaged?
   Contact us immediately with photos of the damage, and we’ll resolve the issue promptly.

2. How can I contact customer support?
   You can reach us via email at anahaw@protonmail.com or call us at 021 202 3890 during business hours.

3. Do you offer discounts or seasonal sales?

       Yes, we run promotions. Follow our Facebook page to stay updated on the latest deals.

 

If you have additional questions, please don’t hesitate to contact us.

 

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