Shipping policy

Thank you for choosing to shop with SARAH JANE HENRY. As a professional New Zealand-based online store specializing in all types of bags, we adhere to standardized order processing and logistics management protocols. Our core goal is to ensure all bag products are properly packed, safely shipped, and delivered to customers in intact condition within the stipulated delivery cycle.

1. Order Processing Time

We commence the sorting, packaging and dispatching preparation of all bag orders within 1 to 5 business days upon successful order confirmation and payment verification. Processing work is suspended on New Zealand local weekends, public holidays and official non-working days, which will not be counted in the normal processing cycle. During peak sales cycles, seasonal promotions or bulk order periods, order processing may be moderately delayed due to operational pressure. We will proactively send email notifications to all customers once prolonged delays occur.

2. Shipping Rates and Delivery Estimates

Shipping fees for all orders are calculated dynamically based on the product quantity, package weight, dimensional volume and delivery destination. The exact shipping cost will be fully displayed and confirmed on the checkout page before order payment, with no hidden charges.

All bag orders adopt unified standard shipping service, with an estimated delivery time of 15 business days.

The stated delivery duration is merely a preliminary estimate. Actual delivery progress may be affected by various uncontrollable factors including logistics carrier operational delays, cross-border customs inspection procedures, severe weather conditions, regional logistics restrictions and official holidays.

3. Shipment Confirmation and Order Tracking

Once your bag order is officially picked up and dispatched by our cooperative logistics carrier, our system will automatically trigger a shipment confirmation email to your registered email address. The email contains your exclusive order tracking number and official tracking portal for real-time query.

Logistics tracking data requires a certain synchronization cycle. Normally, tracking status and transit details will be updated and available for inquiry within 24 to 48 hours after shipment. If the tracking information remains unupdated after the valid period, you can reach out to our customer service team for manual verification and follow-up.

4. Incorrect Address Disclaimer

Customers are solely responsible for filling in accurate and complete recipient information, including detailed shipping address, valid contact phone number and correct postal code during order placement. Please carefully verify all information before submitting and paying for your order to avoid logistics abnormalities.

SARAH JANE HENRY will not assume any liability for misdelivery, delivery failure or package loss caused by wrong, incomplete or invalid recipient information provided by customers. In cases where packages are returned to our warehouse due to address errors, customers shall bear all additional logistics and reshipping fees for secondary delivery.

5. Lost or Damaged Packages

If you suspect or confirm your bag package is lost during transit, you must submit a formal inquiry and claim application to our customer support team within 6 calendar days from the expected delivery date. We will collaborate with the logistics carrier to conduct a full track investigation and process your claim in accordance with official logistics regulations.

Bags are prone to extrusion, scratch and structural damage during long-distance transportation. If you receive defective, damaged or incompletely packaged products, please capture comprehensive clear photos and videos of the damaged goods and original outer packaging within 24 hours after receiving the package. Submit the evidence to our official email, and we will conduct a professional assessment and provide a reasonable solution as soon as possible.

6. Apparel Care and Usage Notice

Each of our bag products is equipped with exclusive care guidelines tailored to different materials such as leather, canvas, nylon and fabric. Customers are required to use, clean and maintain the products strictly in accordance with the official care instructions. We do not take responsibility for product deformation, fading, damage, aging or functional damage caused by unauthorized cleaning methods, manual modification, improper daily storage and human misuse. No after-sales compensation will be provided for man-made product damage.

7. International Shipping and Customs Notice

We support global cross-border shipping services for bag products. For all international orders, destination countries or regions may levy import tariffs, customs clearance service fees, value-added taxes and other related import charges. All these fees are borne entirely by the recipient and are not included in the product price and shipping fees paid at checkout.

Cross-border package customs declaration and clearance procedures are subject to the local policies and regulatory requirements of the destination country. We are not responsible for package detention, forced return, fine or delivery failure caused by customers’ non-compliance with local import regulations.

8. Contact Information