Matilda Crossbody

Customer Service

> CARE INSTRUCTIONS

> REPAIRS AND RETURNS

> LOST & DAMAGED ITEMS

> PAYMENT & ZIP

> SHIPPING

> PRIVACY

 

CARE INSTRUCTIONS

Prevention is the Key

Immune your bag! 

Using a protective spray should be the very first thing you do when you receive your bag: All bags, whether they are suede or leather, need to be protected with a water proofer before use (stay away from the oil based versions). Saben recommends Wrens Total Protector Spray, this is an invisible waterproofing spray for all smooth, suede and nubuck leathers. It can be purchased from your nearest Saben retailer, online or at any shoe repair store.

Reapply protector every 3-4 weeks to keep the leather soft and resilient. 

Wear with Care

NEVER overfill your handbag or evening bag, as this can put stress on seams, fastenings and straps and spoil the shape. Please try hard to keep the load reasonable.

Light leathers should be treated with extreme care – denim and dye can (and probably will) rub off on to the leather with no easy way of removing. Ensure your denim is colour fast.

White Handbags are extremely sensitive to light, and the leather will turn yellow if it is exposed for too long to spotlights, fluorescent lamps, etc.

Avoid handling your bag after applying foundation, perfume, body or hand creams, this will stain the leather.

Do not place your Saben bag on the floor, use a handbag hook. Any tough surfaces will possibly scratch the leather.

Wearing a bag often will inevitably result in rub marks, where the leather brushes against clothing etc. Saben recommends you swap your bags often to avoid constant rubbing and wear on one bag.

For stronger leathers (nappa or pull-up), moisturise your bag with a product like Wrens Delicate Gel. A mild yet effective cleaning gel, it cleans and nourishes all kinds of leather such as smooth, patent and metallic and gives a natural shine after buffing. Be sure to test any care products on a spot of the leather not easily visible e.g. Inside seam or pocket.

Always apply cleaning and protective product to a soft cloth, not directly on the bag. 

If you find you have stains that need removing Wrens Ultimate Cleanser is tough on stains and gentle on leather and its fibres, perfect for removing dirt and water stains.

Suede leather handbags should be regularly brushed with a soft suede brush. Minor stains and marks may be removed with a suede eraser. The leather should retain its colour and appearance if it is regularly treated with a water proofer. These preparations make the leather water repellent, and in particular, impart grease and dust repellence.

Suede that has been rain-marked should be allowed to dry naturally and then brushed up with a suede brush. For serious stains, it is best to see a professional. When storing suede, wrap leather handles or straps in cloth so they do not rest against the suede and leave blotches.

Leather does not like water. Wipe off a wet leather handbag immediately and let air dry. Never use a blow dryer to dry a bag.

If your bag has a chain handle, dirt may accumulate in the chain links causing it to come off on your shoulder. You can avoid this by cleaning the chain with a small tooth brush or the corner of a soft cloth. Always store the chain inside the bag to avoid any scratching or indentations on the leather.

Brass or silverware cleaner will keep your fittings looking shiny. Take care not to get any on the bag!

Keep fasteners and zips running smoothly by running pencil lead over the open teeth.

 

Storage

Do not hang bags in storage; they are best kept in the packing bag supplied with, lying flat or standing upright and stuffed.  

To help your bag keep its shape, it is best to stuff your bag with cloth or bubble wrap to keep it safe in storage. When not in use, store your bag out of direct sunlight and do not place light colours next to dark colours as this can cause colour migration, which is irreversible.

Take your bags out regularly and let them ‘breathe’ to prevent any dust and mildew forming.

A little TLC will ensure your handbag stays around for longer. 
Show your bags the love!

 Follow this link to view care products 

 

REPAIRS AND RETURNS

We will repair your handbag at no charge for the first 90 days after purchase.

If you purchased a bag from us on-line that requires repair, please contact us on 09 376 1007 or send an email to ponsonby@saben.co.nz.

If you purchased your bag from a retailer, please first try to 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 REPLACEwith the same or similar bag.

3. If we can’t replace the item, we will REFUND.

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 you must first obtain a proof of purchase. Bags will not be accepted without a receipt.

Most repairs take between three and four weeks to complete, though some may be made faster and some might take longer. We try our darnedest to have your bag back to you as quickly as possible.

Our 7-day Return 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.

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.

 

ZIP

Zip allows us to offer you an 'Own it now, pay later' option for online and in store purchases through installment payments.  Pay in 4. Interest free. No fees. 

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

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

 

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.

 

SHIPPING

STANDARD ONLINE ORDERS

FREE EXPRESS SHIPPING ON ALL NZ ORDERS - Offer valid only for customers shipping to a New Zealand 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 - $30NZ
Australian deliveries will arrive 3 to 10 days working using NZ Post, International Air. Tracked Australian deliveries will arrive 2 to 7 working days using NZ Post, International Economy Courier.

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 ponsonby@saben.co.nz if you have any questions regarding a shipment

NOTE 

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

 

 

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 ponsonby@saben.co.nz

Thanks,

The Sabenettes xx