SHOP NEW SEASON BRONZE TERRA IN-STORE AND ONLINE | FREE SHIPPING NZ WIDE

SHOP NEW SEASON BRONZE TERRA IN-STORE AND ONLINE | FREE SHIPPING NZ WIDE

Spoil Mum with Saben this Mother's Day - Sunday May 12th | Add Free Gift Wrapping to cart

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Customer Care


+ Shipping & Delivery

+ Lost or Damaged Goods

+ Returns & Exchanges

+ Warranty

+ Repairs

+ Payments

+ Terms and Conditions

+ Privacy


Shipping & Delivery

We offer complimentary express shipping on all NZ and AUS orders. Offer valid only for customers shipping to a New Zealand or Australian address.
All orders are sent with signature required.

New Zealand
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 2pm 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 delays due to increase in volume of orders.
Please note, that we are unable to deliver to PO boxes as we require a signature upon delivery.  

Australia
We offer complimentary shipping for all Australian orders. Australian deliveries will arrive within 3 to 10 working days from date of order, via our delivery partner Toll.

Rest of the World 
Orders with a delivery address outside of New Zealand and Australia will be charged a subsided flat shipping fee of $45NZD.
Deliveries to all other destinations will arrive within 3 to 10 days working via DHL Express. 
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.

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 sent to a country where no postal or courier service exists.
  • the item is seized by Customs or any other government agency.
  • 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.

Returns & Exchanges

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 14 days of receiving your order. The cost of a return courier is the customers responsibility. Please note we recommend tracked parcels, signature required as we are unable to cover lost or stolen parcels.

Permanent mark-down items are not eligible for returns or exchanges for any reason. Items sold at our annual workroom/sample sale are also not eligible for return.

Items purchased during a seasonal sale or promotional discount, which is temporary are eligible for our returns policy. E.g. 20% off for 48 hours.
Returns not sent in their original condition, without a proof of purchase, or past 14 days will be accepted at our discretion only.
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.

Exchanges
We are happy to exchange your purchase for another more suitable or preferred item. Please let us know you intend to exchange the item within 14 days from purchase. You must make the exchange within 14 days from delivery date.
The process for exchanges requires a full refund, and then a purchase of the new item. Our friendly staff in-store will be able to assist you with this process.

Warranty

All Saben pieces are covered by a 12-month warranty, which covers manufacturing defaults and repairs in the first year.
Please note: our warranty covers manufacturing faults that may arise within one year, it does not cover general wear and tear.
If you purchased an item from Saben online or in one of our brand owned boutiques 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 item from one of our stockist partners, please first contact them regarding your repair.
Each piece is made by hand, from time to time faults occur in the manufacturing process. Saben pieces are built for longevity and in an effort to make sustainable fashion – we always prioritise repairing an item.

Our warranty process follows a 3-step procedure:

  1. If we can repair the fault we reserve the right to first repair the bag.
  2. If we can’t repair the item 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.

Our warranty includes complimentary repairs 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 under warranty 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, and availability of our repair partners. We do our very best to get your bag back to you as quickly as possible.

Repairs

If your Saben item is not covered by our warranty, but requires a repair or refurbishment, we are happy to facilitate the repair process with one of our agents.
Most repairs take between 1 - 2  weeks to complete, though some may take longer depending on the issue, and availability of our repair partners. We do our very best to get your item back to you as quickly as possible.

Payments

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 full terms and condtions 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.

Terms & Conditions

Temporary promotional terms - Gift with Purchase, seasonal sales, and discounts.

  1. Promotion is not valid in conjunction with any other offer, discount or code.
  2. Promotion does not apply to sold out items or items on pre-order.
  3. Promotion does not include Gift cards.
  4. Offer is only valid in store and online between the times specified at the launch of the campaign via email and social media.
  5. First in, best dressed, while stock lasts. 
  6. Offer cannot be retroactively applied to past purchases.
  7. Purchases are only eligible for our 7 day return/exchange policy if they are not on permanent markdown. 

Lucky Lucky Club Loyalty Programme Terms 

Introduction
These are the terms and conditions (Terms) for Saben’s Lucky Lucky Club loyalty programme (Loyalty Programme). These Terms were updated on June 30th 2023.
By creating an account on the Saben (Website), you are automatically enrolled in the Lucky Lucky Club Loyalty Programme (LLC). By creating an account, you are deemed to have read and accepted these Terms.

Loyalty Points
To collect Loyalty Points, you must be logged-in to your customer account when you make a purchase.
Loyalty Points cannot be applied if you checkout as a guest.
You can only accrue Lucky Points on purchases made directly from the Saben.co.nz or Saben.au website or, the Saben Ponsonby and Newmarket boutiques.
Loyalty points do not accrue on Saben purchases made at our Auckland International Airport Store or, any other third-party website or physical store.
Loyalty Points earned on purchases made through the Saben Website or, in one of our Saben brand-owned boutiques (5) are based on the amount you spend. For every one dollar ($1) unit of your local currency you spend with Saben (such currencies being limited to New Zealand Dollars, Australian Dollars, US Dollars, Great British Pounds, and Euro), you will receive one (1) Loyalty Point.

Loyalty Points are earned on purchases charged to your account only.
Loyalty Points are not transferrable or giftable. Your Loyalty Points cannot be combined with anyone else’s points, sold, assigned, or transferred.
Loyalty Points cannot be redeemed for cash, gift cards or any Saben products and services, except as expressly set out in these Terms.
Loyalty points will begin accruing from Lucky Lucky Club launch date of Wednesday 31st of May 2023.
Loyalty Points cannot be retroactively earned or applied on purchases made before Wednesday 31st of May 2023.
Purchases made at the annual Saben workroom sale are not eligible for Loyalty Point accrual or redemption.
If you purchase Saben items online or in Saben owned brand boutiques and choose to return your order for a full refund, you will not be issued a reward or points refund. Any points earned during the original purchase will be deducted from your account.
If you exchange an item you purchased, any points earned during the original transaction will be deducted from your account. The new points from the exchange purchase will be added to your account. Any rewards that were used on the original purchase may take up to two business days to reflect on your account.
Loyalty Points (Lucky Points) expire 1 year from the date they are earned and must be redeemed as rewards within this time period.

Rewards and Perks

Loyalty Points will accumulate in your account in accordance with these Terms. If you have sufficient Loyalty Points in your account, you will be eligible for rewards and perks (Benefits). The amount of Loyalty Points you accrue will also categorise you into different Lucky Lucky Tiers.

Rewards and perks will be:

  • Emailed to you.
  • Applicable at checkout.
  • Must be redeemed within 12 months of reward issue.

Rewards earned at Lucky Thing (Tier 2) and Lucky Lucky Thing (Tier 3) expire 1 year from the date you move into this tier. The reward will be automatically issued on the date you reach this tier.

      Saben reserves the right to remove or change a reward or perk at any time, without notice. All rewards and perks are subject to availability.

      Lucky Lucky Club VIP Tiers

      The following rewards and perks are available at each level, once earning the required points to move tiers.

      Tier 1, Lucky – Achieved by joining the Lucky Lucky Club
      • 200 Points for Joining
      • Birthday treat 10% off on your Birthday
      • Early access to sales & collection launches
      • 1 Point for every $1 spent
      Tier 2, Lucky Lucky – Achieved by earning 875 Lucky Points
      • Exclusive 'Lucky Thing' level offers
      • 200 Points for Joining
      • Birthday treat 10% off on your birthday
      • Early Access to sales & collection launches
      • Earn 1 Point for every $1 spent
      • $50 Voucher – issued once, on entering Tier two (Lucky Lucky)*
      Tier 3, Lucky Lucky Thing – Achieved by earning 2250 Lucky Points
      • Exclusive 'Lucky Lucky Thing' VIP offers
      • 200 Points for Joining
      • Birthday treat 10% off on your birthday
      • Early access to sales and collection launches
      • Earn 1 Point for every $1 spent
      • Free Feature Webbing Strap – issued once, on entering Tier three (Lucky Lucky Thing)*
      • 20% off your next order – issued once, on entering Tier three (Lucky Lucky Thing)*

      *Reward will expire one year from the date issued. Reward will be automatically issues once you qualify for the tier. 

      Review of Loyalty Level
      Saben reserves the right to change the point milestone entry mechanics, for each VIP tier, at any time without notice. This may include reducing or increasing the number of Lucky Points required to reach a new VIP status level.

      Ways To Earn

      Make a Purchase
      You will receive one Loyalty point for every one dollar spent when making a purchase. If you purchase sale or discounted items, will only receive the points to the actual dollar amount spent and not the original price of the products.
      Points cannot be applied retroactively on purchases made prior to the launch of the Lucky Lucky Cub as stated in above terms, or when the user checked out as a guest.
      You do not earn points on purchases made at the Saben Auckland International Airport Store, via third party websites, or stockists.

      Join the Lucky Lucky Club (LLC)
      You will earn 200 points for Joining our Loyalty Program, from the date of launch of Wednesday 31st of May 2023.
      You can earn 200 Lucky points when you first join the Loyalty Program only once, and any duplicate accounts will be disqualified.

      Write a Review
      You will earn 50 points for leaving us a review on one of our products if you have purchased direct from Saben.co.nz, Saben.au or, from one of our Saben owned boutiques.
      After making a purchase, you will receive an email asking you to review your purchase– follow the link on the email to leave us a review.
      If you write a product review and you did not follow the link on the review specific email, you will not receive Loyalty Points on your account.

      Lucky Birthday Points
      You will earn 200 points on your birthday, and you will earn this reward once every year.
      You must have joined the Lucky Lucky Club Loyalty program at least 30-days before the date of your birthday to be eligible for your Loyalty points.

      Like and Follow us on Social

      Facebook
      After joining the program, like us on Facebook and you will earn 25 Lucky Points. You must navigate to social media through the loyalty ‘Ways to earn’ tab to collect points.

      Instagram
      After joining the program, follow us on Instagram and you will earn 25 Lucky Points. You must navigate to social media through the loyalty ‘Ways to earn’ tab to collect points.

      Share on Facebook
      After joining the program, Share the Saben Facebook page and you will earn 25 Lucky Points.

      Ways to Redeem rewards online (points)
      Points are redeemable on orders over $99NZD and only eligible for redemption on Saben.co.nz and Saben.au
      Twenty (20) Lucky Points is the equivalent of $1. You can only redeem order discounts (rewards) in 20-point increments.

      Ways to Redeem rewards in-store (points)
      Points are redeemable on orders over $99NZD and only eligible for redemption in our Ponsonby and Newmarket boutique.
      You may only apply one discount (reward) at the point-of-sale for each transaction.
      Discounts at the point-of-sale will be applied in increments; $5, $10, $15, $20, $25, $30, $35, $45, $50, $100, $150, and $200 NZD.

      Redeeming rewards – terms.
      Rewards cannot be used in conjunction with any other discount codes or rewards.
      Rewards cannot be redeemed at our Auckland International Airport Store, at Saben’s Annual workroom sale or, on third party websites including but not limited to; The Mall, The Market, Airpoints, Fly Buys, The Iconic, or our stockist partners.
      Points cannot be redeemed for cash, or for physical gift vouchers.
      Customers must redeem points on their own account.
      Saben items purchased online or in Saben owned brand boutiques which are returned for a full refund, will not be issued a reward refund (points).
      Items exchanged will require Saben to manually add points on to your account. This can take up to two business days.

      Deduction of Points, Suspension, and Disqualification

      Saben reserves the right to remove any Loyalty Points from your account where:

      Loyalty Points are recorded in error (including where points have been but there has been no corresponding purchase of qualifying goods);

      • and/or Loyalty Points relate to a purchase that is cancelled or where a refund is given.
      • Saben may suspend your ability to claim a Benefit, without notice, if Saben considers on reasonable grounds that points may have been collected by you as a result of fraud.
      • Saben reserves the right to disqualify any person from further participation in the Loyalty Programme if, in Saben’s judgment, that person has violated any of the Terms. Suspension or disqualification may result in loss of accumulated Loyalty Points.
      General
      These Terms, including how Loyalty Points may be accumulated and/or redeemed, may be amended by Saben at any time without notice to you. By using the Website and/or participating in the Loyalty Programme, you agree to be bound by the then-current Terms. Current Terms can be viewed on the Website, so it is recommended that you check these periodically. Saben reserves the right to change these Terms without notice.
      From time-to-time Saben may provide you with additional offers or promotions in connection with the Loyalty Programme (Promotions). These Terms shall apply to such Promotions in addition to any specific terms accompanying such Promotions. In the event of any inconsistency, the specific terms of the relevant Promotion shall apply.
      The Loyalty Programme may be terminated at any time without notice to you. In the event the Loyalty Programme is terminated, Saben reserves the right to cancel all Points accrued by you.
      Except for any liability that cannot be excluded by law, Saben (including its officers, employees and agents) excludes all liability (including negligence) for loss or damage, whether direct, indirect, special or consequential, arising in any way out of the Loyalty Programme or any membership, including where arising out of:
      • any technical difficulties, network failures, virus or equipment malfunction (whether or not under Saben’s control);
      • any loss, theft, unauthorised access or third-party interference with or of Loyalty Points or the rewards and perks (including any voucher);
      • any Points or Rewards and perks that are not properly recorded against your account; and/or participation in, or termination of, the Loyalty Programme.

      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.