Frequently Asked Questions

My Orders
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 California, Colorado, Connecticut, Georgia, Hawaii, Indiana, Illinois, Iowa, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Rhode Island, Texas, Washington 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.

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.

Shipping & Returns
How much is shipping in the US?

Standard US Shipping: There is a free standard ground shipping on orders of $150 or more in the Continental US, US Territories and Alaska, Puerto Rico and Hawaii. Orders under $150 will be charged $8 for ground shipping to the Continental US only. We offer a flat rate shipping fee of $20 on all orders under $150 shipped to US Territories and 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 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

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?

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 to initiate a return.

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.

What are your holiday shipping cut-off dates?

Order by December 16 (before 10pm EST) for Ground Shipping.

Order by December 19 (before 10pm EST) for 2 Day Express Shipping.

How do I complete an exchange of my online purchase?

For US: To exchange an order, please visit 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  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 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  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.

Phone: 1-888-601-4699


Receiving Credit For Your Return

Your refund will be credited back on to the original form(s) of payment up to 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 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.

Product Information
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:

  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.

Download a printable version of these instructions.

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:*

  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.

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?

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

We stand behind our products and are dedicated to offering our customers the best possible ownership experience.

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 or scratched leather) 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 can start our easy repair process.

MZ Wallace will waive repair expenses (exclusive of shipping costs) for items purchased within one year from MZ Wallace or an authorized third party retailer, with valid proof of purchase. Items purchased outside of one year are subject to a repair cost beginning at $73.

Repairs normally take about six weeks to complete.

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

For further details, please reference our Repair Policy.

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 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.

What sustainable practices does MZ Wallace follow?

At MZ Wallace, considerate design is at the center of everything we do, from the physical design of our accessories, to how we produce and ship them, to our company culture as a whole. While we currently employ the following practices, we take our responsibility to the environment seriously and are constantly working toward new solutions to make our company even more sustainable.

  • 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.

MZW Rewards
Is there any cost to join MZW Rewards?

No, MZW Rewards is completely free to join.

How do I join MZW Rewards?

Starting January 1, 2019, Canadian customers will be eligible to participate in our MZW Rewards program.

If you held an active US account at prior to December 2018, we already enrolled you.

Not already enrolled? Join now!

Who can participate in MZW Rewards?

Only residents of the U.S. and Canada 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 created an account to enroll in MZW Rewards, you can accumulate points online and in-store. If you already have an account on, you are enrolled in our Rewards program. Please note, you cannot merge points from multiple Rewards accounts.


While logged into an account when you shop online, you earn 1 point for every $10 spent. 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 points for your purchase, please contact us at 1-888-601-4699 or email 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 our Rewards point table. Points cannot be earned through the purchase of gift cards.


When shopping in-store, you will accumulate 1 point for every $10 spent. At the time of purchase with cash, check, debit card, or credit card, inform the sales associate 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, points accumulated from that purchase will be deducted from your total Rewards point balance.

What items are excluded from accumulating points?

Gift cards and non-MZ Wallace products are excluded from earning points. The following services are also excluded: repairs, gift-wrapping, sales tax, and shipping/handling. MZ Wallace products purchased from our wholesalers are also excluded.

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).

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 1st and August 1st. From the date of issue, you have 3 months to use your Rewards points before they expire. Points issued on February 1st expire on April 30th. Points issued on August 1st expire on October 31st.

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 1st and August 1st. From the date of issue, you have 3 months to use your Rewards points before they expire. Points issued on February 1st expire on April 30th. Points issued on August 1st expire on October 31st.

Point Earning Period Rewards Redemption Period
January 1 – June 30, 2019 August 1 – October 31, 2019
July 1 – December 31, 2019 February 1 – April 30, 2020
January 1 – June 30, 2020 August 1 – October 31, 2020
July 1 – December 31, 2021 February 1 – April 30, 2021
How do I update my Rewards account information?

You may update your Rewards account information by logging into your account at

Do I still have my points from My MZWRewards (Rewards program prior to 2019)?

Yes, the points earned during the last earning period (July 1-December 31, 2018) are still valid. To see your Rewards balance from this period, sign-in to your account on These points will be redeemable beginning February 1, 2019 and expire on April 30, 2019.

1 (888) 601-4699