Frequently Asked Questions
RETURNS & EXCHANGES
HOW DO I RETURN MY PURCHASE?
HOW LONG DO I HAVE TO RETURN MY PURCHASE?
You have 100 days from your original purchase date to get your items back to us.
HOW LONG DOES IT TAKE FOR ME TO RECEIVE A REFUND?
We will process your refund within 2 business days of receiving the return at our warehouse. Please remember, your financial institution can take an extra few days to get the refund back into your account.
HOW WILL I BE REFUNDED?
We refund you the same way you paid. If you paid via:
- Credit Card or PayPal: Your refund will be credited into the same account your payment came from.
- Part Credit Card, part voucher: The amount you paid with credit card will be credited back into the same account, and we will reissue you with a new voucher.
- Afterpay/Laybuy: Your refund will be issued through Afterpay/Laybuy. Once luggage.co.nz approves this, it can take up to 10 business days for Afterpay/Laybuy to process this to your account.
WHAT IF I HAVE CHANGED MY MIND ABOUT AN ITEM?
You are most welcome to send back your item to us for a store credit or a full refund. Click here to see our Shipping and Returns policy.
WHAT IF MY ITEM IS FAULTY?
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact our Customer Happiness team, so they can guide you through the returns process and help resolve the problem as swiftly as possible. Please note that we'll need a photo or two showing the defect/fault, which will speed up the returns process for you.
WHAT IF THE ITEM I RECEIVE IS NOT THE ITEM I ORDERED?
If you have received an item different to the one you ordered, please contact our Customer Happiness team who will work with you to resolve the problem as quickly as possible. If you include a photo of the luggage.co.nz product barcode in an email this will speed things up.
WHAT IF I DONT HAVE THE ORIGINAL SHIPPING PACKAGING?
If you are missing the luggage.co.nz shipping box, you can use a similar sized cardboard box or a plastic shipping satchel. Please keep in mind that you are responsible for safely packaging your return, to ensure we receive the items back in tip-top condition.
DO YOU REFUND SALE ITEMS?
Yes we do!
BRANDS & STOCK
THE ITEM I WANT IS OUT OF STOCK. WHAT NOW?
Although we try to have a stock level that will keep up with demand, some highly popular items may run out of stock. Our focus is on keeping up with the latest fashion, and our products are only available while stocks last.
If you see something you like that seems to be out of stock, please contact the Customer Happiness team & they will be happy to assist.
DO YOU PLACE ITEMS ON BACK ORDER?
No, your item will not be placed on backorder. Although we avoid advertising products that are no longer in stock, in the instance that your item has sold out, you will be contacted by the Customer Service team to arrange a store credit or refund if we are unable to source the item from elsewhere.
CAN I PLACE AN ITEM ON HOLD FOR PURCHASE AT A LATER DATE?
Sorry, but we do not offer this option.
I TRIED TO PLACE AN ORDER UNSUCCESSFULLY AND MY DESIRED ITEM IS NOW APPEARING OUT OF STOCK
Please allow 10 minutes for this item to reappear in stock and then try again. If it still hasn't shown up, please contact the Customer Happiness team who will fix the problem immediately.
HOW DO I KNOW IF YOU CARRY A CERTAIN BRAND?
Our Brand Page lists every brand we stock, along with some brands that are coming soon.
WHEN CAN I EXPECT NEW PRODUCTS TO BE LISTED ON YOUR WEBSITE?
We are constantly updating our product range as new fashion lines are released and as we stock new brands. Please see new arrivals to see the latest items we have in stock. If there is a particular item you are looking for, contact the customer happiness team for assistance.
DO YOU OFFER A WARRANTY ON YOUR PRODUCTS?
Most of our products have a 1 year, 5 year, 10 year or lifetime warranty. To see the warranty on a product you are interested in, check out the product description.
HOW CAN I PROVIDE FEEDBACK ABOUT A PRODUCT?
We look forward to hearing feedback about our products. You can send your feedback via
NZ: 0800 300 091
IS THERE SOMEWHERE I CAN GO TO VIEW THE PRODUCT PRIOR TO PURCHASING?
We have a small showroom attached to our Warehouse in Tauriko, Tauranga. For directions and appointments, please visit our Showroom page here or contact our Customer Happiness Team.
I NEED PERSONAL ASSISTANCE WITH MY ORDER. WHO CAN I CONTACT?
Our Customer Service Team is happy to assist you with your order. Please see the contact us page on ways to get hold of the luggage.co.nz team.
HOW DO I START A NEW ACCOUNT?
Please click on 'My Account', which is located on the first column at the bottom of the page. Click 'create a new account' and fill in your details as requested before clicking 'submit'. Registration should now be complete and you should receive a confirmation e-mail to the address you registered with.
HOW DO I UPDATE MY DETAILS ON MY ACCOUNT?
Please click on the 'My Account' tab in the first column at the bottom of the page. Once logged in , you will be prompted to your account details.
I'M HAVING PROBLEMS ORDERING THROUGH YOUR WEBSITE. WHAT CAN I DO?
Our website is best supported by Google Chrome or Apple Safari. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please contact the Customer Service Team.
HOW DO I UNSUBSCRIBE FROM YOUR MAILING LIST?
Please open an email sent to you by luggage.co.nz. At the bottom of the email you will see a button that reads 'Unsubscribe'. By clicking on this button, you will be unsubscribed from future luggage.co.nz mail. Remember, our newsletter is the best way to find out about new products, sales and special members discounts.
WHERE CAN I GET HELP IF I NEED IT?
We try our best to offer our customers a wide range of Customer Support. All our details are located here.
WHAT ARE COOKIES? DO I NEED TO ENABLE COOKIES IN MY BROWSER?
Cookies aren't just for eating. They are also the name of small amounts of data that is sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers. Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information
WHAT PAYMENT TYPES DO YOU ACCEPT?
LUGGAGE.CO.NZ OFFERS A NUMBER OF PAYMENT METHODS:
- Credit/Debit Cards: Visa & MasterCard
- Amex via Paypal
IS IT SAFE TO USE MY CREDIT CARD ON YOUR SITE?
We strive to ensure that every credit card transaction occurs within a secure environment. The luggage.co.nz payment system has a 128-bit SSL security encryption certification awarded by VeriSign. You can see the transaction is secure if you see a keylock at the bottom right of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that with each purchase your credit card or bank account information will be secured.
MY CREDIT CARD DETAILS ARE NOT BEING ACCEPTED. WHAT'S WRONG?
If the pop up in your screen reads Declined, please check you have enough available funds in your account and try again. If you are still experiencing issues, please check with your bank or financial institution to rule out errors on their behalf. If the problem continues, please contact the Customer Happiness Team.
HOW DO I USE MY STORE CREDIT?
If you have been issued store credit, you will have received a voucher number. Please type this voucher number into the allocated field upon checkout to have the credit amount deducted from your retail price.
MY COMPUTER FROZE WHILE PROCESSING A PAYMENT. HOW WILL I KNOW THAT MY PAYMENT WENT THROUGH SUCCESSFULLY?
All successful transactions will receive a confirmation email within an hour of purchase. If you have not received confirmation via email, please try placing your order again. Alternatively, contact the Customer Service Team to confirm the placement of your order.
WHAT IS PAYPAL?
PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. For more information visit about Paypal.
HOW DO I SIGN UP FOR PAYPAL?
You can sign up for a PayPal account by going to create Paypal account.
WHO DO I CONTACT IF I HAVE A PROBLEM WITH MY PAYPAL ACCOUNT?
Unfortunately, we are not in a position to assist with PayPal account problems. Please contact PayPal customer service.
WHEN WILL MY PAYMENT BE DEDUCTED FROM MY PAYPAL ACCOUNT?
Payment will be deducted from your PayPal account immediately
WHAT IS AFTERPAY?
Afterpay is a third-party programme that allows you to purchase a product online and pay it off over 4 fortnightly payments. To learn more about how to use this payment method, click here.
HOW MUCH CAN I SPEND WITH AFTERPAY?
From our understanding, your first purchase with Afterpay must be less than $500. Once you have completed all payments for your first Afterpay purchase, they increase the maximum spend to $1000. The maximums are set by Afterpay so if you have any further questions you are best to contact them here or talk with the Customer Happiness Team and we'll do our best to assist.
WHAT IF I RETURN/CANCEL MY ORDER?
If you decide you want to return, cancel or alter your order, contact our Customer Happiness Team and we will be able to assist you. We will be able to make alterations in Afterpay that ensure your future payments will be stopped or adjusted accordingly and your initial payment will be refunded if necessary.
For any other Afterpay related questions, visit their website here.
ARE YOUR PRICES IN NEW ZEALAND DOLLARS (NZD)?
Yes, all pricing is in New Zealand Dollars.
DO YOU MATCH PRICES IF I SEE AN ITEM ON SALE ELSEWHERE?
No, however if you find an exact item from another NZ store, contact our Customer Happiness Team and we will do our best to help.
STORE CREDIT & VOUCHERS
WHAT IS STORE CREDIT & HOW DO IT GET IT?
A customer can receive store credit on returns made to luggage.co.nz for any returns they have made. Store credit can be used on future purchases made through the website.
Please note that store credit is only granted once returned items have been processed by the Quality Control team who will confirm any proposed fault in items or deem the item to be unworn and in original condition.
HOW DO I USE MY GIFT VOUCHER?
To redeem your voucher simply enter the voucher code into the specified field at the checkout. Your discount will automatically be applied.
I AM HAVING DIFFICULTY USING MY VOUCHER/COUPON CODE.
Please ensure that you are entering the correct code into the voucher code field and click redeem before 'Proceed to Checkout'. The voucher code field can be seen by viewing 'my bag' via the bag icon in the top right-hand corner of your screen. If you have any difficulties, please contact Customer Happiness who will be happy to assist
PRIVACY & SECURITY
HOW DO I KNOW IT IS SAFE TO SHOP WITH YOU?
DO YOU KEEP MY CREDIT CARD DETAILS?
No, we do not store your credit card details.
WILL MY INFORMATION BE SOLD TO THIRD PARTIES?
Your information will not be sold to third parties. Your privacy is importance to us. Read more about how we protect your privacy here.
HOW CAN I LEARN MORE ABOUT LUGGAGE.CO.NZ?
Please visit the About Us page to learn more about the luggage.co.nz team.
WHAT KIND OF SELECTION DO YOU HAVE?
luggage.co.nz is proud to stock an ever-growing range of Luggage and Travel Goods. Our goal is to bring you the latest styles you know & love across a wide range of local & global brands.
We also want to bring you brands not yet accessible in New Zealand & would otherwise have to order offshore.
WHAT IS YOUR NEW ZEALAND COMPANY NUMBER?
We are a 100% New Zealand Owned & Operated Company, registration 3790119
WHAT IS YOUR NEW ZEALAND GST NUMBER?
SHIPPING & DELIVERY
HOW LONG DOES DELIVERY TAKE?
Standard Shipping New Zealand wide:
North Island - You will usually receive your order within 1-2 business days. In most cases it will be overnight*.
South Island - You will usually receive your order within 2-3 business days. In most cases it will be two business days*.
*For Rural Addresses, add an extra 1-2 days.
If you are not sure whether your address is classed as rural – You can check the rural finder here.
HOW CAN I TRACK MY ORDER?
When your order is dispatched, you will receive an e-mail with the tracking information. Tracking is not available until the items have been collected from our warehouse. We recommend checking after 6pm.
WILL I HAVE TO SIGN FOR MY DELIVERY?
Yes. Unless specified in the delivery comments while checking out. Luggage.co.nz and our selected Courier partners cannot be held liable for any items that go missing after delivery if an ATL is provided.
WHAT IF I AM NOT HOME WHEN MY PACKAGE ARRIVES?
Our Courier partners will leave a Card to Call. Please follow the instructions on the card to arrange redelivery or collection of your item. We cannot do this for you.
WHAT IS THE POSTAGE & HANDLING CHARGE ON ORDERS?
Please click here to find our full shipping details.
HOW DO I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Your shipping address can be changed as long as your order has not left the warehouse. To change your shipping address, contact our Customer Happiness team.
MY ITEMS HAVEN'T ARRIVED YET. WHAT CAN I DO?
Please allow up to four business days for your order to arrive. If you order hasn’t turned up in this timeframe, don’t hesitate to contact us & we can follow up with our courier.
DO YOU SHIP INTERNATIONALLY?
We currently ship only within New Zealand at www.luggage.co.nz
Have something you'd like to ask or tell us? We'd love to hear from you. Our Customer Happiness team are free to chat any time between 8am and 4pm NZT Monday to Friday. We look forward to hearing from you soon!