NEWMARKET STORE NOW OPEN AT 1 TEED ST | FREE SHIPPING ON ALL NZ + AUS ORDERS

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Customer Service

> REPAIRS AND RETURNS
> LOST & DAMAGED ITEMS
> PAYMENT
> SHIPPING
> PRIVACY

 

WARRANTY AND REPAIRS POLICY

We will repair your handbag at no charge for the first year after purchase.

If you purchased a bag from us online that requires repair, please send an email to info@saben.co.nz with images of your bag and proof of purchase. 

One of our team will be back in touch shortly!

If you purchased your bag from one of our retailers, please first contact them regarding your repair.

If there is a fault or issue with a bag we must first assess the repair either by photos or in person. As each individual bag is made by hand, from time to time faults occur in the manufacturing process. Saben bags are built for longevity and in an effort to make sustainable fashion – we always opt to repair first.

Our repair process follows a 3-step procedure:

1. If we can Repair the fault/damage we reserve the right to first repair the bag.

2. If we can’t repair the bag and we believe it is fault of manufacture we will Replace with the same or similar bag.

3. If we can’t replace the item, we will refund or issue store credit.

Repairs are free for 1 year after the purchase date. Thereafter, we charge a repair fee which is based on the type of repair. To have a bag repaired we must first obtain proof of purchase. Bags will not be accepted without a proof of purchase.

Most repairs take between 1 - 2  weeks to complete, though some may take longer depending on the issue. We do our very best to get your bag back to you as quickly as possible.

RETURNS POLICY

We hope that you are completely satisfied with your order. If for any reason you wish to return your order or a portion of it, please notify us within 7 days of receiving your order.

Sale items are not eligible for returns or exchanges for any reason.

Returns not sent in their original condition, without a proof of purchase, or past 7 days will be accepted at our discretion only.

We do not accept returns for items shipped outside of New Zealand, we are unable to support exchanges through our online store.

You must return any Gift with purchase, e.g. Free strap promotion for purchases over $299. If you would like to return the handbag that came with the free strap, you must return both for a full refund.

 

LOST OR DAMAGED ITEMS

If a package does not arrive, or it arrives damaged, please contact us within seven days from confirmation of dispatch to claim insurance on the item. We will require your details, the details of the item that was lost, and the tracking number we sent you with confirmation of dispatch. If a damaged item has arrived we require it to be returned to the postal authority in your country as near as possible in the same condition as when it was delivered.
We will then replace your item free of charge.

We are not liable for and will not replace or pay compensation for loss of, or damage to, items we send if:

• the item is seized by Customs or any other government agency.
• the item is sent to a country where no postal or courier service exists.
• the loss or damage is the result of an event beyond our reasonable control.
• the loss or damage occurs after delivery.
• the item was authorized to be sent without tracking or without insurance.

 

PAYMENTS

Payment Details

All prices are shown in NZ dollars. Your shopping cart displays the goods you have purchased. Discount codes & any shipping costs are calculated during checkout, before payment. Tax Free orders may be subject to local taxes or duties depending on the Tax Free allowance of the country you are entering.

We accept Visa and Mastercard credit card payments via Shopify Payments and via Paypal. Shopify and Paypal are both secure and encrypted and your credit card number will not be stored.  You do not need a PayPal account to pay by credit card using Paypal.

All orders are processed pending availability and credit verification.

 

AFTERPAY

Afterpay allows us to offer you an 'Own it now, pay later' option for online and in store purchases through installment payments. 

- Pay for your order in four payments, every 2 weeks. You will pay your first installment at the time of purchase, and the remainder over time. 
- Always interest free. You can find your payment schedule in the Afterpay app  
- Instant approval within seconds. 
- No fees when you pay on time 


Please read Afterpay's Terms and Conditions by clicking here.
For more information on Afterpay please click here.

All Terms & Conditions relating to Afterpay are within the above links. To pay via Afterpay select Afterpay as the payment option instead of Paypal in the checkout process. Saben is not liable for any late payment fees collected by Afterpay. By using Afterpay you enter into an agreement with Afterpay New Zealand.

 

STANDARD ONLINE ORDERS

FREE EXPRESS SHIPPING ON ALL NZ AND AUS ORDERS - Offer valid only for customers shipping to a New Zealand or Australian address.

Orders placed on weekdays before 10AM New Zealand Standard Time Monday - Friday will begin processing straight away and can be guaranteed delivery between 1 - 3 business days* unless otherwise stated, however those that fall after 10AM New Zealand Standard Time Monday - Friday will begin processing straight away but cannot be guaranteed for the overnight delivery.

Orders placed on Friday after 2 PM NZST will begin processing on the following Monday.

Saben will contact via email if the merchandise you have selected is not currently in stock or if we require additional information for credit verification. Please note that estimated delivery time does not include Sundays or Public Holidays.

You may be required to pay further shipping charges where a change in delivery date or delivery address is requested by you.

*These are estimated delivery times only, and unfortunately we are not able to guarantee them. Saben will not be liable for any reasonable or unavoidable delay in delivery. Orders placed during Sale or Promotional periods may be subject to delay

Possible delays: Please note, that we are unable to deliver to PO boxes as we require a signature upon delivery.  

AUSTRALIA 
Australian deliveries will arrive within 3 to 10 days working days via TOLL.

REST OF WORLD - $45NZ
Deliveries to all other destinations will arrive 3 to 10 days working using NZ Post, International Air. Tracked deliveries will arrive 2 to 7 working days using NZ Post, International Economy Courier.

All international orders please note, that once your order has left New Zealand it may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. Inside of New Zealand you will not incur any duties or taxes however for orders travelling outside of New Zealand, please note that Saben will not be responsible for any customs or duties taxes that occur once your item has left us.

Please feel free to contact us on info@saben.co.nz if you have any questions regarding a shipment

 

PRIVACY STATEMENT

SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing: With your permission, we may send you emails about our store, new products and other updates. We will not send unsolicited emails and you can unsubscribe at any time.

SECTION 2 – CONSENT
When you provide us with personal information to complete a transaction, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no. We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 3 – SHOPIFY
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform and payment processing that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall. When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

SECTION 4 – PAYMENT
Shopify Payments and the other third-party provider used by us (Paypal) will only collect, use and disclose your information to the extent necessary to allow them to perform the payment services they provide to us. They do not store your credit card details unless you choose to do that.
You do not need an account with them to pay by credit card – you can pay as a guest.

SECTION 5 – SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

Shopify & Saben will not see your credit card details.

SECTION 6 – COOKIES
Our site uses cookies – you can opt out if you want.

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If you have any queries please email info@saben.co.nz

The Sabenettes xx