FREQUENTLY ASKED QUESTIONS

We're here to help you with your queries. But just in case your questions are not answered here, you can directly contact us at sanmichellebagsmarketing@gmail.com through email. Our team will be more than happy to assist you with your questions. 

Can I change my order?

We will happily exchange your orders within 7 days of notifying us, but unfortunately we don't do refund if you change your mind or for wrong choice. Please see our returns policy here. 

What is covered in the luggage warranty?

The warranty provided for herein applies only to the first purchaser or gift recipient of the product and this is in addition to your statutory rights.

Luggage Warranty Coverage

• The product warranty duration is indicated on our website’s product description
• This warranty only covers manufacturing defects, including faults with the zipper, stitching, side handle and pulling handle (bending excluded), and wheels (excluding knocked-off wheels).
• It does not cover any damages caused by misuse, neglect, accidents, abrasion, dents, extreme temperatures, solvents, acids, water, normal wear and tear, or transportation damage (such as by airlines).
• You will be responsible for all expenses related to sending the product to us for repair, including packaging, shipping, and taxes.
• After receiving the product at our Repair Centre, we will determine if the problem is covered by the warranty. If it is, we will inform you whether the product will be repaired or replaced, and we will cover the cost of any repairs or replacements.
• If the product needs to be replaced, and it is no longer available, we will provide a similar product.
• This warranty is limited to the product's value.
• If the product is not covered by the warranty, any repairs or freight costs associated with it will be at the owner's expense.
• The locks on the product are only meant to prevent accidental opening, and cannot necessarily prevent theft, breakage, or entry by airline or airport personnel or governmental authorities.
• Immediately inspect the product after it has been handled by someone other than you. If it is damaged during transit, file a claim with the transit company (which is usually insured against damaging your product) at the point of arrival if possible, before clearing customs.

What is not covered in the warranty?

• Damages to the product that are the result of misuse or the actions of others.
• Incidental and consequential damages are expressly disclaimed.
• Labour charges and damages attributable to work performed by anyone other than our Repairs Team are not covered by this warranty.

Do the Bags have warranty?

You’re covered with the consumer guarantees act, so for manufacturing faults we cover them, just not personal damages and normal wear and tear. If you have purchased the bag online you can send us an email at sanmichellemarketing@gmail.com or for in-store purchases you can email us at contactus.sanmichelle@gmail.com

How long does shipping takes?

For orders placed before 12noon on business days, we dispatch them the same day if they are currently in stock in our warehouse, otherwise they will be dispatched the next business day. For North Island, it takes 1-2 business days and for South Island, 2-5 business days. This is provided that there are no current delays with our partner courier.

Do you offer click and collect?

Unfortunately, we don't have click and collect option at the moment. We're still working on it, hopefully we will have it available in our stores soon! Alternatively, what you can do is ring the shop (insert link of shop contact details) and check if they currently have the item you have in store.

What if the item I purchase is faulty?

If the item you purchased is faulty, please bring it to any of your nearest San Michelle Bags store along with your receipt or proof of purchase or if you purchased it online, you can send photos along with your order number to sanmichellebagsmarketing@gmail.com so we can further assist you.

How can I contact customer service?

To contact our customer relations team, please send an email outlining your concern to contactus.sanmichelle@gmail.com. They will be able to assist you further and address any issues you may have. Thank you!

Do you ship internationally?

Sorry, we do not ship internationally.

I want to know if the product I want is available in-store?

You're welcome to contact your local store directly to inquire about product availability. You can find their contact details, including phone number here (store locator).

 I have a question about one of your product

You can send us an email at sanmichellebagsmarketing@gmail.com or directly use the chat box available on our website.

 How will I know if I have placed my order successfully?

If you have successfully placed an order you will receive an order confirmation email. This will be in your main inbox or your junk / spam mailbox, so please check both of these.

 I did not receive any confirmation email

If you have checked your email and is still unable to find your order confirmation, you can reach out to us at sanmichellebagsmarketing@gmail.com

 I need to get a repair for my suitcase / bag?

You can send us photos of your bag/suitcase and your proof purchase via email at contactus.sanmichelle@gmail.com so we can do an initial assessment.  If the fault is covered in the warranty, you can bring it to any of our shops or send it to us via Post at:

San Michelle Bags

Store 267, Westfield Albany,
219 Don McKinnon Drive
Albany, Auckland
New Zealand 0632
(The customer is responsible for covering the postage fee.)