Repair PolicyUpdated a year ago
With limited exceptions, MZ Wallace offers repair services for certain types of damage to your bag or wallet, including damage to seams and hardware resulting from normal wear and tear. Damages not covered include cosmetic damage (such as stained fabrics, scratched/worn leather, or non-seam tears) or damage resulting from abuse, subject to our discretion. Some damage is not repairable. At this time, MZ Wallace does not repair, refurbish or replace leather parts.
You may request our repair services via email at [email protected]. To determine eligibility for repair, valid proof of purchase, such as a receipt, and photos and a description of your damaged item are required. Only bags and wallets purchased directly from MZ Wallace, within the year are eligible for repairs. Currently, we are only able to accommodate repairs for customers living in the United States.
If you purchased a bag or wallet from MZ Wallace within the year (from the purchase date), please email [email protected], along with valid proof of purchase, for further assistance.
If you purchased a bag or wallet from an authorized MZ Wallace retailer, we suggest contacting the original point of purchase for alternative options.
Unfortunately, we are unable to offer repair for items purchased outside of a year's time or from third party retailers.
Luggage:
We've made our luggage to be durable and to last you on your many travels. Should you experience any issues with your MZ Wallace Luggage, our team can certainly assess any present damage and advise if we can provide further assistance with repair.
With limited exceptions, MZ Wallace can provide further assistance for certain types of defects to your carry-on luggage, including cracks or breaks in the shell, wheels/handles/feet or telescoping trolley handle damage (in which it is no longer functional), and zippers that are no longer functional.
Damages not covered include cosmetic damages (scratches, dents, scuffs, stains), damage caused by abuse or use in a manner incompatible with the intended design, and damage caused by travel carrier handling & transit.
Pricing: MZ Wallace will waive repair fees (exclusive of shipping costs) for items purchased within one year from, with valid proof of purchase.
Shipping: Customers are responsible for the expenses associated with shipping items to MZ Wallace for repair, including insurance and tracking. We strongly recommend purchasing shipping insurance. MZ Wallace is not responsible for any loss or damage before receipt of your item. Return shipping after the repair is complimentary.
Time Frame: Repairs normally take about six weeks to complete. This time frame is only an estimate and is dependent on seasonal volume and the complexity of your repair.
Should you have any further questions, please email [email protected] or call us toll free at 1 (888) 601-4699.