Frequently Asked Questions
Why was my payment declined?
Payments can be declined for a number of reasons. In most cases, this occurs if the billing information is incorrect on your account or a zip code or security code is typed incorrectly. Always double check all of your information before processing the transaction.
Credit card authorization
Only one credit card (Visa/MasterCard/American Express/Discover/JCB) may be used per transaction. At this time, bank-issued gift cards with a credit card logo cannot be accepted unless when purchasing MZ Wallace gift cards and the entire amount is covered by the bank-issued gift card.
Once an order has been placed, a hold totaling the 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 fall off your statement, however it is up to your credit card issuing bank as to when you will see the authorization hold drop off.
For your security, your billing name and address must match the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
Will my order be taxed?
State sales tax applies to orders shipping to Colorado, Connecticut, Hawaii, Indiana, Illinois, Louisiana, Massachusetts, Minnesota, Maryland, Michigan, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Wisconsin and Washington.
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.
Can I pick up my online order at one of the retail locations?
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. To speak with a retail associate about placing an order please visit our stores page.
Tracking your order
Shipping confirmation emails are generally sent at the end of business the day an order ships, tracking numbers are assigned to packages upon shipping from our warehouse, and you can find these tracking numbers in your shipment confirmation email. Please allow 24-48 hours for tracking information to update on the carrier’s website.
I'm having technical issues
If you're having problems accessing our website, we suggest that you make sure your web browser is up to date.
If you’re still having problems, contact our Customer Care Team and include:
- As much detail as you can about the issue
- Screenshots of any error message you receive
- Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari, etc.)
Check your browser
- What steps you have taken to try to resolve the issue
May I request a price adjustment?
We will issue price adjustments on items marked down within 14 days of purchase. If the purchased item was purchased as a final sale and then reduced further, the price adjustment is given in the form of a store credit.
How much is shipping in the US?
Standard US Shipping: There is free standard ground shipping on orders of $150 or more in the Continental US only. Orders under $150 will be charged $8 for ground shipping. We offer a flat rate shipping fee of $20 on all orders shipped to Alaska, Puerto Rico and Hawaii. Orders generally ship by the next business day from New Jersey. We suggest allowing 5-7 business days for delivery, but cannot guarantee an arrival date.
Expedited US Shipping: We offer flat rate shipping costs for all orders. Orders shipped via 2 Day will cost $20 and orders shipped via Overnight will cost $30. Orders received before 12pm ET should ship the same day; orders received after 12pm ET should ship the next business day.
How much is expedited shipping?
We offer flat rate shipping costs for all orders. Orders shipped via 2 Day will cost $20 and orders shipped via Overnight will cost $30. Orders received before 12pm ET should ship the same day; orders received after 12pm ET should ship the next business day.
How much is international shipping?
We're excited to offer free standard shipping for orders over $195 USD. Flat-rate shipping standard and express options to our international destinations are also available. International shipping times will vary based on country and selection.
Pricing and options will be provided at checkout.
How do I place an International order?
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 firstname.lastname@example.org.
How are International Taxes and Duties Calculated?
International taxes, tariffs and value-added tax (VAT) is 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.
What is the International Exchange Rate Applied?
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.
When will I receive an email with shipping details and order confirmation?
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.
Does MZ Wallace ship to P.O. Boxes or APO/FPO addresses?
We are unable to ship to P.O. Boxes or APO/FPO addresses.
Can I return a Sale item?
What is your holiday return window?
To accommodate holiday gift-giving, qualifying returns will be accepted until 1/21/2019 for all orders placed between 11/07/2018 and 12/31/2018.
How do I complete an exchange of my online purchase?
For US: To exchange an order, please visit mzwallace.com/support/return-policy to obtain a return authorization and FedEx label. Please select the option for exchange, and detail the item you wish to exchange for in the comment box. 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.
For International: International customers cannot exchange orders currently. International customers will need to intitiate a return and create a new separate order.
How do I return my order?
To return an online order within the US, please direct your browser to mzwallace.com/support/return-policy and follow instructions to receive a return authorization code and return form.
To return items purchased from our retail stores, 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.
Will my shipping be refunded?
Shipping costs will not be refunded.
Can I return an online purchase at one of your retail stores?
Any purchase eligible for return can be returned at one of our retail locations within 21 days of the original delivery date. To accommodate holiday gift-giving, qualifying returns will be accepted until 1/21/2019 for all orders placed between 11/07/2018 and 12/31/2018. A Return Authorization form must first be completed to be eligible for return at a retail store.
To complete a Return Authorization form, please direct your browser to mzwallace.com/support/returns and follow the instructions.
I am not happy with my Final Sale purchase, will you take it back?
Final Sale purchases cannot be returned for any reason. This is our policy online and in our retail stores. If you happen to be uncertain about a Final Sale item please contact us with any questions before placing your order.
Receiving Credit For Your Return
Your refund will be credited back on to the original form(s) of payment within 7-10 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 the financial institution that your card is associated with, it could take up to 3-5 business days for your credit to post to your account.
How do I clean my bag?
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:
- 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).
- Dampen a clean soft cloth with the solution and rub gently in circular motions.
- 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.
- Lay flat and allow your bag to air-dry thoroughly.
Is my bag machine-washable?
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:*
- 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.)
- Fill the detergent compartment with 1-2 Tbsp. of a mild, neutral soap, such as Woolite Baby.
- Wash on the delicate and cold water settings. Do not wash on warm or hot water settings.
- 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.
What is Bedford Nylon?
Bedford is a soft, coated nylon fabric developed by MZ Wallace. It is lightweight, so it can be draped, pleated, and quilted. Bedford is designed to be very durable and will not rip, tear, or stain easily with normal use. It is coated to be water and stain-resistant.
What is Oxford Nylon?
Oxford is our quilted, feather-light nylon. It is packable, foldable, and crushable. Like the Bedford Nylon, our Oxford Nylon is also water and stain-resistant.
Do you offer repairs?
Should an issue arise with your handbag, tote, or small leather good, MZ Wallace offers limited repairs. Please email our Customer Care Team at email@example.com with details about the repair needed, your original purchase information, and images of the damage. One of our specialists will review the damage and find the quickest solution. Please note repairs are $65 (excluding return shipping costs) and can take up to 8-10 weeks to complete. If more than one area is in need of repair, additional costs will apply and will be addressed on a case by case basis. At this time, MZ Wallace does not repair, refurbish, or replace leather parts. If the product was purchased with a third party retailer, please visit the original point of purchase for their return/exchange/repair policy first.
Repairs are currently not offered for international customers.
Should you feel your item has a manufacturer’s defect, please email our Customer Care Team at firstname.lastname@example.org with a photo of your item, and details about the defect, along with your original order number. One of our specialists will assess, advise on the item and find the quickest solution.
Do you offer Gift Cards?
Yes, we offer physical and digital gift cards for purchase and US Only redemption. All gift cards may be redeemed at MZ Wallace retail locations and mzwallace.com. Physical Gift Cards arrive by mail. eGift Cards arrive within 24 hours via email. At this time, we do not offer Gift cards or eGift cards to our international customers.
Can I use my bag as a dog carrier?
As much as we love seeing (and sharing!) super cute images of our customers’ dogs interacting with their favorite MZ Wallace bags, we do not currently offer any styles intended for use as a dog or pet carrier of any kind, and cannot guarantee your pet’s safety if you choose to use our products in this manner.
Is my bag water resistant or waterproof?
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.
What is RFID protection?
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.
Who can participate in the MyMZW Rewards program?
Only US residents over 18 years of age with a physical and/or email address may become members in the Rewards program. Corporations, associations, and other groups may not participate.
How do I accumulate points?
Once you've enrolled in the MYMZW rewards program, you can accumulate points online and in-store. If you already have an account on mzwallace.com, you are already enrolled in the Rewards program. Please note, you cannot merge points from multiple Rewards accounts.
When you shop online through an account and make a purchase over $50, you will automatically accumulate points per $50 spent per transaction. Customers must make an account to accumulate points. Purchases made as a guest will not be attached to your account. If you’ve checked out as a guest and would like to receive the points, please contact us at 1-888-601-4699 or email HELP@MZWALLACE.COM Throughout the year MZ Wallace may offer promotions and/or campaigns granting points that do not require making a purchase or are not tied to the Rewards Point Table.
When you shop in-store and make an eligible purchase over $50, you will automatically accumulate points. At the time of purchase with cash, check, debit card or credit card, let the sales associate know that you're an MZW Rewards member. If you do not have an online account, ask the sales associate to be enrolled.
How many points do I accumulate for my purchases?
What happens to my points if I return merchandise?
If you return merchandise, the points accumulated with the purchase will be deducted from your total Rewards points balance.
What items are excluded from accumulating points?
The following services are excluded: repairs, gift-wrapping, sales tax, shipping/handling, gift card purchases and non-MZ Wallace products.
When will I receive my points for a purchase?
Points for eligible purchases will be added to your account at the time of checkout (online) or payment (in-store).
What should I do if I didn't receive my points for a recent purchase?
Simply call an MZ Wallace Customer Care representative at 1-888-601-4699 or email HELP@MZWALLACE.COM to review your Rewards account.
When can I use my points?
You will be notified of your points balance via the email address associated with your Rewards account on February 1 and August 1. From the date of issue, you have 3 months to use your Rewards points before they expire. Points issued on February 1 expire on April 30th. Points issued on August 1 expire on October 31st.
How do I update my Rewards account information?
You may update your Rewards account information by logging into your account at mzwallace.com.
You may also call MZ Wallace Customer Care at 1-888-601-4699 or email HELP@MZWALLACE.COM