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 may request our repair services via our online form or at an MZ Wallace store (Soho and Upper East Side locations only). To determine eligibility for repair, valid proof of purchase, such as a receipt, and photos and a description of your damaged item are required. Only bags and wallets purchased from MZ Wallace or authorized third party retailers are eligible for repairs. Currently, we are only able to accommodate repairs for customers living in the United States.
Pricing: MZ Wallace will waive repair fees (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 (plus tax, if applicable). The repair cost estimate is valid for a period of 30 days following the date of issue by MZ Wallace. You must accept the repair cost estimate in order for MZ Wallace to proceed with the repair service.
Shipping: Customers are responsible for the expenses associated with shipping items to MZ Wallace for repair, including insurance and tracking. We strongly recommend purchasing shipping insurance. MZ Wallace is not responsible for any loss or damage before receipt of your item. Return shipping after the repair is complimentary. NYC-based customers may choose to pick up in our Soho store.
Time Frame: Repairs normally take about six weeks to complete. This time frame is only an estimate and is dependent on seasonal volume and the complexity of your repair.