Frequently Asked Questions
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.
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.
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.
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.
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
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.
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.
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.
We offer flat rate shipping costs for all orders. Orders shipped via International Economy will cost $40, including any applicable duties and taxes.
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.
As stated in our Return Policy, products sold at a discount of less than 40% may be returned for a full refund or store credit.
Products sold at a discount of 40% or greater are considered final sale and may not be returned.
Please visit mzwallace.com/support/return-policy to initiate a return.
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.
Please note that Final Sale items cannot be exchanged.
To return an online order, 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.
Shipping costs will not be refunded.
Any purchase eligible for return can be returned at one of our retail locations within 14 days of delivery. 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.
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.
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 1-2 business days for your credit to post to your account.
Our nylons are crafted to be stain-resistant. If something does get on your bag, here's something you can try.
- Mix a solution of 1 cup (8 fl oz) warm water with 1 tbsp (0.5 fl oz) of a mild neutral soap, such as Woolite Baby. Test the solution first on a less visible area of your bag and let it dry fully before proceeding.
- Dampen a clean soft cloth with the cleaning solution and rub gently in circular motions.
- Wipe the area thoroughly with a clean freshly dampened cloth (avoid water touching exterior leather details or interior lining) and continue to wipe down the entire outside of your bag to avoid any water spots.
- Hang upside down and allow your bag to air dry thoroughly.
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.
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.
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.
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.
The MyMZW Rewards program is a free loyalty program that allows members to earn points on all eligible purchases.
- Double Points events
- Early access to promotions
- Your own MyMZW dashboard page at mzwallace.com where you can track your points
- Member-only exclusive gift
- 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 firstname.lastname@example.org
- 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.
If you return merchandise, the points accumulated with the purchase will be deducted from your total Rewards points balance.
- The following services are excluded: repairs, gift-wrapping, sales tax, shipping/handling, gift card purchases and non-MZ Wallace products.
Points for eligible purchases will be added to your account at the time of checkout (online) or payment (in-store).
Simply call an MZ Wallace Customer Care representative at 1-888-601-4699 or email email@example.com to review your Rewards account.
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.
- 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 firstname.lastname@example.org
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.