Frequently Asked Questions

Payments may be declined for a number of reasons. In most cases, this occurs if the billing information on your account is incorrect, or if a zip code or security code is typed incorrectly. Always double check all of your information before processing the transaction.

Once an order has been placed, a hold reflecting the total order amount will be placed on your card. The charge will be posted to your statement once it clears, in approximately one business day. If a payment is declined, the hold will be removed from your statement at the discretion of your credit-issuing bank.

Your billing name and address must match those associated with your credit card. For your security, we reserve the right to cancel any order if the information entered does not match the information provided to us by our credit card processor.

You can check the in-store availability of an item easily on our website — simply click on the item and locate the “In-Store Availability” tab for that product.

You may also contact our retail store in Soho to place an order directly from them. Contact information for the store can be found here.

Although we make every effort to keep items sufficiently stocked, we may occasionally sell out of certain products.

If we are out of stock of an item that you've ordered, we will notify you as soon as possible via email. Any changes will be reflected in your order total, as well as in your shipping confirmation.

For US online orders: Only one credit card may be used per transaction. We currently accept Visa, MasterCard, American Express, Discover, JCB and Apple Pay, Paypal, and MZ Wallace Gift Cards.  

PayPal offers select customers the option on qualifying purchases to pay in full or pay in four interest-free payments charged every two weeks. Questions regarding Pay in 4 and other Pay Later options from PayPal should be directed to PayPal. More information can be found here.

At this time, bank-issued gift cards with a credit card logo (such as those from Visa, Mastercard or American Express) are not accepted, excepting the purchase of MZ Wallace gift cards.  

If you are using a bank-issued gift card to purchase an MZ Wallace gift card, the entire amount added to the MZ Wallace gift card must be covered by the bank-issued gift card.  

For MZ Wallace Retail store: Our MZ Wallace retail store currently accepts Visa, MasterCard, American Express, Discover, JCB, Apple Pay and cash in US dollars. 

Should you prefer to split your transaction across payment types, we can process split payments via Customer Care phone order or in our retail store, however, please note that we allow a maximum of two payment types per transaction.  

For International Online Orders: Different major and local payment forms are accepted during international checkout depending on location.

State sales tax applies to orders shipping to Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Indiana, Illinois, Iowa, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Washington D.C. and Wisconsin.  

For international orders, taxes, tariffs and value-added tax (VAT) are included in the price displayed. There will be no additional charges added during checkout or due on delivery.

Online purchases must ship to the address provided at checkout and may not be picked up in-store. You may, however, place an order with one of our retail locations to be picked up in-store. For contact information for our retail stores, please click here.

Tracking numbers are assigned to packages upon shipping from our warehouse. You can find your tracking number in your shipment confirmation email, which will be sent to you at the end of business on the day your order ships. Please allow 24-48 hours for tracking information to update on the carrier’s website.

We do not provide order histories for guest-ordered purchases. You must be a registered account holder on mzwallace.com to access your order history. You can create an account easily here.

The order history displayed in your online account includes purchases made after establishing your account. Your history will include purchases made both online and/or in our MZ Wallace retail store when using your registered email during checkout.

Many technical issues experienced by our customers while visiting our website can be resolved easily and simply by updating your browser to the most recent version.

If your browser is up to date and you are still experiencing problems, please notify our Customer Care team and include:

• As much detail about the issue as possible
• Screenshots of any error message(s) you received
• Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari, etc.)
  Check your browser here. 
• What steps, if any, you have already taken to resolve the issue

We will issue price adjustments on items marked down within 14 days of purchase. Kindly note, promotional offers are not included as markdowns.

If an item was purchased as a final sale (with a discount of 40% or more) and then reduced further, a price adjustment is given in the form of a store credit.

If an item was purchased with a discount of less than 40% and then reduced further, a price adjustment will be given in the original form of payment.

If an item was purchased with MZW Rewards and then reduced further, a price adjustment is given in the form of a store credit.

Currently, we do not offer gift wrapping. Handbags and wallets will arrive wrapped in one of our signature reusable dust bags,* unless you opt not to include one in checkout.*limit one per order.

To include a gift message with your order, check the box marked “Add a gift message?” located on the shipping page during checkout.

If you have already completed your checkout and did not include a gift message during the process, please email our Customer Care team at help@mzwallace.com within 30 minutes of placing your order to add a gift message to your order.*

*this is not guaranteed during time of high volume

We do not offer gift receipts at this time.

Gift recipients may provide their MZ Wallace order number to return for store credit.

Unfortunately, at this time it is not possible to amend or cancel an order once it has been placed. Should you need to return an eligible item, you can find helpful information in the Returns & Exchanges section below

For delivery addresses in the contiguous United States, order with Ground/Home or Holiday Shipping before 11:59pm EST on 12/20/20 for delivery by 12/24.

For delivery addresses outside the contiguous United States (including Alaska, Hawaii, US territories, and Puerto Rico) order with Standard Shipping before 11:59pm EST on 12/13/20 for delivery by 12/24.

All delivery estimates are based on published FedEx and DHL cutoff dates, and delays may be outside the control of MZ Wallace. FedEx could experience holiday delays, so if your order is time-sensitive, please consider expedited shipping options.

Standard US Shipping: We offer free standard ground shipping on orders of $150 or more in the continental US, Alaska and Hawaii, US Territories and Puerto Rico after all applicable discounts and before any tax and shipping charges are applied. Within the continental US, orders under $150 will be charged $10 for ground shipping. We offer a flat-rate shipping fee of $20 on all orders under $150 to Alaska, Hawaii, US Territories and Puerto Rico.

Orders generally ship the next business day. We do not guarantee an arrival date, but suggest allowing 5-7 business days for delivery.

Expedited US Shipping: We offer flat-rate shipping costs for all orders. Orders shipped via 2 Day incur a flat rate of $20. Orders shipped via Overnight incur a flat rate of $30. Orders received before 12pm ET generally ship the same day; orders received after 12pm ET generally ship the following business day.

We are pleased to offer free standard shipping on orders over $195 USD after all applicable discounts and before any tax and shipping charges are applied. Flat-rate standard and express options to our international destinations are also available. International shipping times will vary based on country and product selection.

Pricing and options will be provided at checkout.

Our MZ Wallace Soho and Upper East Side retail stores provide weekday messenger service to delivery addresses in Manhattan.

Our flat-rate messenger delivery fee is $15, waived on purchases over $250.* The messenger fee is non-refundable.

Please allow a four hour delivery window from the time your order is placed to time of delivery.

Messenger delivery hours are 1pm to 5pm ET, Monday through Friday. Orders placed after 3pm ET will be dispatched the next business day.

We currently do not messenger to NYC’s outer boroughs (the Bronx, Brooklyn, Queens and Staten Island) or New Jersey.

Please note that our messenger service does not require signature on delivery. To ensure the safe arrival of your order, please only request messenger delivery to secure locations within the delivery time window. If you have a specified a recipient other than yourself, please note that you are still responsible for the messengered goods at time of, and following, delivery. Upon delivery, MZ Wallace bears no further responsibility for the messengered goods.

*Offer valid on full-price purchases over $250 placed at MZ Wallace Soho and Upper East Side retail stores. Waived same-day messenger fee ($15 USD value) for weekday deliveries within Manhattan. Applies pre-tax and excludes collaborations, third party products, gift cards, e-gift cards and shipping charges. Cannot be applied to previous purchases or combined with other offers. Other exclusions and restrictions may apply. Subject to availability, and offer may be changed at any time. Offer valid until 3:00 am ET on June 30, 2020.

MZ Wallace ships internationally to over 150 destinations. To start shopping, click on the flag at the top of the page and choose your shipping destination. Once you choose your destination, products will be displayed in your local currency. At checkout, you will see an order total, including all shipping costs and any applicable duties and taxes.

If you don't see your country listed, we don't currently ship to that destination.

Should you have any further questions, email help@mzwallace.com.

International taxes, tariffs and value-added tax (VAT) are calculated into your final order total at checkout. Duty, customs, tariffs and VAT are set by the destination country. The amount of applicable duty, tariffs, taxes and VAT will vary by country and will be determined during checkout.

When purchasing in a currency other than USD, the conversion is performed by our partner Flow Commerce, Inc. and includes a conversion fee, which covers processing and guarantees the exchange rate at the time of check out.

You will receive an order confirmation email once your order has been processed and accepted by our warehouse. You will receive a second email with your tracking information once your item ships.

Orders of in-stock merchandise placed before the 12:00pm ET deadline will generally ship out within one business day. Due to high volume during the sale period, FedEx Ground and Home Delivery purchases can take up to 5 business days for the order to be processed and shipped.

Orders of in-stock merchandise placed with expedited shipping to US locations will be shipped within the same business day if received and authorized before 12:00pm ET. If you place the order after that time, the order will ship out the next business day excluding federal holidays or in the event the warehouse is closed.

We are unable to ship to P.O. Boxes or APO/FPO addresses.

Gifts that are purchased directly from MZ Wallace, within our return policy, and in original condition can be returned for store credit.

We are unable to accept returns without proof of purchase from MZ Wallace.

Due to high volume during the holidays, we are temporarily unable to process exchanges. If you'd like to return the item* you received and order a different style, you can find helpful information below.

*Please note, some items are final sale and may not be eligible for return.

Due to high volume during the holidays, we are temporarily unable to process exchanges. If you'd like to return the item* you received and order a different style, you can find helpful information below.

*Please note, some items are final sale and may not be eligible for return.

For US orders: To exchange an order, please visit https://www.mzwallace.com/en_NO/support/return-policy to obtain a return authorization and FedEx label. Please select the option for exchange, and include the style name, size and color of the item you wish to purchase in the “Exchange” field of the return form. A complimentary FedEx label will be provided for an exchange. Alternatively, you may use a shipping carrier of your choice to send the item(s) in for exchange.

Please note we must receive and return the original order before sending out a new order. Any coupons, gift cards, and original payment forms will be applied to the exchange. If there is an amount owed, we will reach out at the time of the exchange to obtain payment. If the new item is less than the original order, we will credit your original form of payment.

Please note that we cannot hold inventory items during an exchange. If your item is no longer available at the time of the exchange process, we will reach out to you to select an alternative item or refund you.

If the product you wish to exchange for is low stock, limited edition or a seasonal collection item, we suggest placing a new online order to protect against it selling out before the exchange process can be completed.

For International orders: At this time, we are unable to process exchanges on international orders. Customers shopping internationally should initiate a return and create a new separate order.

To accommodate holiday gift-giving, qualifying returns will be accepted through January 20, 2022 for all orders placed between November 2, 2021 and December 31, 2021.

If an item was purchased as a final sale (with a discount of 40% or more), it is not eligible for returns or exchanges.

During the holiday season, please allow an additional 3 - 5 business days for your refund to be credited back to the original form of payment. 

Products sold at a discount of less than 40% may be considered for a return or exchange.

Visit  https://www.mzwallace.com/en_NO/returns  to initiate a return.

As stated in our Return Policy, Final Sale products sold at a discount of 40% or more are considered final sale and may not be returned or exchanged.

Should you have questions about an item marked Final Sale, please contact us before placing your order.

To return an online order within the US, click here and follow instructions to receive a return authorization code and return form.

To return items purchased from our retail store, please call 1-888-600-5559 to speak with a retail associate.

Purchases made through authorized third party retailers such as department stores or specialty boutiques can only be returned or exchanged to that store and may not be returned to mzwallace.com or MZ Wallace retail stores.

International customers are subject to our Return Policy and are responsible for any return shipping and duty costs.

Items marked as Final Sale cannot be returned for any reason.

Eligible gifts can be returned for store credit only.

Shipping costs will not be refunded.

Any purchase eligible for return may be returned at one of our retail locations within 21 days of the original delivery date.

To complete a Return Authorization form, click here and follow the instructions.

Your refund will be credited back to the original form(s) of payment within 7 business days of our warehouse receiving your return. Your refund will include the cost of the item, plus any applicable sales tax. Shipping and handling costs are non-refundable. Depending on your financial institution, it may take 3 –5 business days for your refund to post to your account.

During peak times, please allow an additional 3 business days for your refund to be credited back to the original form of payment.

Life happens. That’s why our premium nylons have been developed to be water and stain resistant. To wipe up everyday spills, a quick hand-cleaning should do the trick:

1. Mix a solution of 1 cup warm water with 1 Tbsp. of a mild neutral soap—we like Woolite Gentle Cycle. Test the solution first on a less visible area of your bag and let it dry fully before proceeding (avoid letting water touch the leather details or interior lining throughout the cleaning process).
2. Dampen a clean soft cloth with the solution and rub gently in circular motions.
3. Wipe the area thoroughly with a second clean, water-dampened cloth and continue to wipe down the entire outside your bag, avoiding the leather details. This helps avoid water spots.
4. Lay flat and allow your bag to air-dry thoroughly.

Click here to download a printable version of these instructions.

Cleaning:

To help preserve the beauty of your specialty material, we recommend using a clean, non-abrasive cloth dampened with warm water to remove most common spills and stains. Test a small area before applying to the entire item.

If your item gets wet, allow it to air dry. Do not use applied heat or hot air, such as a hair or laundry dryer.

Do not machine-wash specialty materials.

Storage:

Most of our items come with a dust bag, crafted from a high-quality fiber created from 100% post-consumer recycled plastic. To maintain its original appearance, store your item in its dust bag, away from heat, humidity and direct sunlight.

Hand-cleaning as needed (see the detailed steps above) is our recommended method to keep your MZ Wallace bag’s leather and hardware looking like new, but should your Metro Collection styles ever require more thorough treatment, infrequent washing on the gentlest cycle of a front-loading washing machine can provide a deeper clean:*

1. Load your bag into the machine—we recommend washing it alone, with no other items or bags. ( Suttons and other styles with prominent hardware may be washed inside out to protect the hardware during the cycle.)
2. Fill the detergent compartment with 1-2 Tbsp. of a mild, neutral soap, such as Woolite Baby.
3. Wash on the delicate and cold water settings. Do not wash on warm or hot water settings.
4. Lay flat and allow your bag to air-dry. Do not tumble dry.

* Take extra care with black-coated hardware as it can chip during the machine-washing process. Natural Italian leather may darken slightly after exposure to water. Because all washing machines are not created equal, we cannot take responsibility for damage to your bag following machine-washing. We do not advise machine-washing styles from the Bedford , Crosby, or Soho Collections .

US measurements are provided in inches. International measurements are provided in centimeters.

The length of our bags is measured from the base.

Click here to download a printable version of these instructions.

Currently, we are only able to accommodate repairs for customers living in the United States.

You can purchase MZ Wallace gift cards in US dollars and for US-only redemption.

MZ Wallace gift cards may be redeemed at our MZ Wallace retail locations and mzwallace.com.

Gift cards are available in predetermined amounts.

At this time, we do not offer gift cards or eGift cards in other currencies or for international redemption.

To purchase an MZ Wallace gift card, you may choose from the following options:

Physical gift cards: Arrive by mail (allow 2-3 business days for processing) to the shipping address selected in checkout

eGift cards: Arrive by email within 24 hours to recipient's email address

Gift card balances may be checked online by providing the card’s 16-digit code. For further assistance, please contact us at help@mzwallace.com or through our online chat — available during business hours and at the bottom left corner of our website. You can also reach our Customer Care team at 1 (888) 601-4699.

As much as we love seeing (and sharing!) super cute images of our customers’ dogs interacting with their favorite MZ Wallace bags, the only bag we offer designed to be used as a dog carrier is the Metro Dog Carrier. Our other styles are not intended for use as a dog or pet carrier of any kind, and we cannot guarantee your pet’s safety if you choose to use them in this manner.

Our nylons are crafted to be water resistant, meaning it is able to resist the penetration of water to some degree, but not entirely. As most of us tend to avoid torrential downpours, this fabrication provides the protection we feel is needed. Any item that is stated to be waterproof means the bag can be completely submerged underwater for long periods of time, and there won’t be one single drop of water that enters the interior. We highly discourage completely submerging your bag in water to avoid any potential harm to it.

The item will contain a special lining to help shield Radio Frequency Identification (RFID) chips in your credit and debit cards. Though our aim is to offer additional security, we cannot guarantee protection against all nefarious scanning technologies.

At MZ Wallace, we take our responsibility to the environment seriously and are constantly working toward new solutions to make our company even more sustainable (check back here regularly for updates). Currently, we employ the following practices:

• Every bag and accessory made from our quilted Oxford and Bedford Air fabrications contains fill that is 15% post-consumer PET (Polyethylene terephthalate). PET is one of the most common single-use plastics in the world — think soda and water bottles, and anything else marked with the recycling code “1.” Using post-consumer PET in this way is beneficial to the environment — it keeps plastic out of landfills and consumes fewer natural resources than producing new plastic.

• A growing percentage of our entire collection (including best-selling colors like Black, Magnet and Dawn) is made from 40% recycled nylon. Using the highest amount of recycled nylon possible without compromising our industry-leading quality has impactful environmental benefits. It prevents post-consumer nylon materials (such as nylon rope and fishing line) from ending up in landfills. The production process also consumes 27% fewer natural resources — and reduces greenhouse gas emissions by 28% — versus the production of new nylon. We love that our bags are able to give new life to these durable materials.
• All of the dust bags we include with your purchase (both our fan-favorite Cloud print and white versions) are made from the same 100% post-consumer PET as our fill (please see above).

• We strive to use the minimum amount of packaging possible to ensure that your purchase arrives to you in pristine condition. Where packaging is necessary, we use recyclable and post-consumer made products.

  • We use plastic bags that have been specially formulated to be both recyclable and biodegradable. You can add them to your regular recycling (check your local regulations), but should they end up in a landfill, they will naturally biodegrade within one to five years depending on the conditions of the landfill environment (regular plastic can take hundreds, even thousands of years to break down).
  • To reduce post-consumer waste, we do not wrap store or website purchases in tissue paper.
  • The recyclable paper that we use for shipping purposes for our Bedford, Crosby and Metro Collection styles comes from post-consumer sources.
• Our shopping bags are made using 40% post-consumer recycled material and are reusable and recyclable. They comply with regulations from the Forest Stewardship Council (FSC), the most rigorous, credible certification system for forest management standards.
• We source the Italian leather (used in our small leather goods, such as wallets, and as trim on some of our bags) only from companies that are in compliance with REACH, a regulation of the European Union that protects the environment by restricting and managing the use of chemicals and other hazardous substances in industrial production.
• Our natural Italian Vachetta leather is certified for sustainability and environmental performance by the ICEC, the leading European accreditor for quality and environmental management systems in leather production.

Currently, the MZW Rewards program is open to residents of the United States, Canada, Australia, and United Kingdom over 18 years of age with a physical and/or email address. Corporations, associations and other groups may not participate.