Please note: we're moving warehouses this week, so you may experience a slight delay in your order being dispatched. We're working hard to get everything out as quickly as possible — estimated delivery times are 3 days for Auckland and the North Island, 5–7 days for the South Island and rural areas, and 7–10 days for international orders. Thank you for your patience — we promise it's worth the wait.


We offer complimentary express shipping on all orders $300* and over.
*Outlet products, or orders which containing an outlet product and luggage are excluded.

Offer valid only for customers shipping to an Australian address. All orders are sent with signature required.

There is a flat $25 shipping fee for orders $299 and under. 
Please note: Outlet products have a flat $25 fee for all AUD orders.

Australia

• We offer complimentary shipping on Australian orders $300 and over. Australian deliveries will arrive within 3 to 10 working days from date of order, via our delivery partner Toll.
• There is a flat $25 shipping fee for orders $299 and under.
• Please note, that we are unable to deliver to PO boxes.
  

Shipping Protection 

Additional shipping protection is available to purchase at checkout. This add on is optional and will expedite a replacement of your order (3-4 business days) in the case of damage loss or theft of your item during shipping. Items are not covered by shipping protection where there is an ATL (Authority to leave) on the address selected for shipping.

Returns

We hope you adore your order. If it isn’t quite right, we’ve made returning it simple.

1. Begin your return

Whether your order was placed in New Zealand, Australia or internationally, every return begins in our Returns Portal. You’ll need the order number from your confirmation email.

Visit the returns portal here

Within the portal, you can choose how you’d like to be reimbursed:

•      Refund to your original payment method. Your refund is processed directly back to the card or payment method used at purchase.

2. At a glance

Online, within New Zealand. You have 14 days from receiving your order to lodge a
return for a refund or store credit. The cost of your return label is deducted from your refund or credit (the amount varies depending on where you’re sending from).

Online, internationally. Returns are accepted within 14 days of receiving your
order, for a refund or store credit. We’re unable to offer exchanges, so we kindly ask that you return your piece and repurchase. A flat DHL fee is deducted from your refund, which will vary depending on your shipping address.

In our boutiques. Please return within 14 days of purchase, with your receipt, for a refund, exchange or store credit issued as a digital gift card. Returns can be processed at our Ponsonby, Newmarket or Auckland Airport stores.

Once your return is submitted, please post your parcel within seven days. After this time, the return will be cancelled and your label will no longer be valid.

We recommend tracked parcels with signature required, as we are unable to cover lost or stolen parcels.

Refunds are processed to the original payment method and currency only. Where a SABEN gift card was used, your refund will be issued to a new gift card, with the code emailed to you.

Please allow five business days for your return to be processed once it reaches our warehouse, and a little longer during peak periods.

3. Before you send

Condition of your piece

• Bags must be unworn, unwashed and unaltered, with tags attached and in their original packaging.

• Small leather goods must be in their original packaging, including all protective materials and the box.

• Sunglasses must be in their original packaging, including all protective materials and plastic covering, and returned with the cleaning cloth and protective case.

Returns not sent in their original condition, without proof of purchase, or past 14 days will be accepted at our discretion only.

What can and can’t be returned

If your order included a gift with purchase (for example, a free strap with purchases over $299), please return it alongside your piece. Should it not be included, we’ll be in touch to arrange payment. If you would like to return the handbag that
came with a free strap, both must be returned for a full refund.

Full-priced pieces purchased with a promotional code may still be returned. The code is forfeited and cannot be reissued. Items purchased during a seasonal sale or temporary promotional discount (for example, 20% off for 48 hours) are also eligible for return.

Final sale pieces, including all Workroom sale items, cannot be returned or exchanged. SABEN reserves the right to decline any return request for final sale pieces, whether lodged through the portal or in our boutiques.

Jewellery is excluded from our returns policy for hygiene reasons. Gift cards cannot be returned, refunded or redeemed for cash value.

Your return, step by step

1. Lodge your request. Every return is approved through our portal. Parcels sent without a request will be returned to you.

2.Pack your piece. Reuse the original satchel, covering the previous delivery label. If you no longer have it, any waterproof packaging is welcome.

3. Post within seven days. Securely attach your NZ Post or DHL label to the satchel and lodge it at your nearest post office. Your label allows us to identify your return, so there’s no added work on your part.

4. Leave the rest to us. Your refund returns to your original payment method, or your store credit is issued, once we’ve
received and processed your parcel. Where a gift card was used, that portion is credited back first.

If something is faulty

While we do our best to ensure every piece arrives in immaculate condition, should you believe yours is faulty, please lodge your return through the portal as soon as possible. Return postage is complimentary where SABEN is at fault, including dispatch errors. We will always endeavour to repair or replace your piece and, where we’re unable to, we’ll offer you a full refund. Damage resulting from
wear and tear is not considered a fault.

4. Exchanges

We are happy to exchange your purchase for another more suitable or preferred item. Please let us know you intend to exchange the item within 14 days from purchase. You must make the exchange within 14 days from delivery date.

The process for exchanges requires a full refund, and then a purchase of the new item.

Online purchases. Exchanges are not available for online orders; we kindly ask that you return your piece and repurchase.

In store. Our friendly staff in-store will be able to assist you with this process.

5. In our boutiques

Purchased online. Visit us within 14 days of receiving your order for a refund, exchange or store credit. There’s no need to lodge your return in the portal first.

Purchased in boutique. Please return within 14 days with your receipt. Cash purchases returned through the portal are refunded as store credit; return in person to be refunded to your original payment method.

Phone orders, same-day from boutique and click & collect follow these same terms. Gift cards are valid for three years.

Order cancellations

Once your order is placed, it is immediately sent to our warehouse team for processing and we are unable to make changes or cancel your order. Our team works quickly to get your order on its way to you as soon as possible.

If you need assistance, please contact us at info@saben.co.nz and our customer service team will be happy to help guide you through the next steps, including returning your order once received.

Items in your cart are not reserved until checkout is complete.

Order cancellation and price correction policy

SABEN reserves the right to cancel or amend any order, including international orders, where the price displayed at the time of purchase does not reflect the correct or intended price due to a technical, system or human error. This may include, but is not limited to, errors arising from:

•Website or platform malfunctions

•Currency conversion or exchange rate display errors, including where a displayed price fails to convert correctly between currencies

•Incorrect data entry or pricing upload errors

•Third party payment gateway, shipping or fulfilment system errors

•Caching or syncing issues between systems (for example, inventory management, ecommerce platform and payment processor)

Where such an error occurs and is identified prior to dispatch, SABEN will notify the customer as soon as reasonably possible. Depending on the nature of the error, SABEN may, at its discretion:

•Contact the customer to confirm whether they wish to proceed with the order at the correct price

•Cancel the order in full and issue a complete refund

•Amend the order to reflect the correct price, with confirmation from the customer before the order is processed further

No contract for the sale of goods will be
considered binding until SABEN has confirmed the order at the correct price
and, where applicable, the order has been dispatched. Placing an order, receiving an order confirmation email or completing payment does not guarantee
that the goods will be supplied at an incorrectly displayed price.

This clause applies equally to domestic and international orders, regardless of currency displayed, region selected or shipping destination.

Workroom sale

All products purchased at our annual workroom sale are final. No returns, refunds or exchanges. Workroom sale products are not covered by our complimentary repair process.

Permanent mark-down and workroom sale items are not eligible for returns or exchanges for any reason.

If a package does not arrive, or it arrives damaged, please contact us within seven days from confirmation of dispatch to claim insurance on the item. 
We will require your details, the details of the item that was lost, and the tracking number we sent you with confirmation of dispatch. If a damaged item has arrived, we require it to be returned to the postal authority in your country as near as possible in the same condition as when it was delivered.

We are not liable for and will not replace or pay compensation for loss of, or damage to, items we send if:

• the item is sent to a country where no postal or courier service exists.
• the item is seized by Customs or any other government agency.
• the loss or damage is the result of an event beyond our reasonable control.
• the loss or damage occurs after delivery.
• the item was authorized to be sent without tracking or without insurance.

All SABEN pieces are covered by a 12-month warranty, which covers manufacturing defaults and repairs in the first year.

Please note: our warranty covers manufacturing faults that may arise within one year, it does not cover general wear and tear.

If you purchased an item from SABEN online please send an email to info@saben.co.nz with images of your bag and proof of purchase.

One of our team will be back in touch shortly.

If you purchased your item from one of our stockist partners, please first contact them regarding your repair.
Each piece is made by hand, from time to time faults occur in the manufacturing process. SABEN pieces are built for longevity and in an effort to make sustainable fashion – we always prioritise repairing an item.

Our warranty process follows a 3-step procedure:

1. If we can repair the fault we reserve the right to first repair the bag.
2. If we can’t repair the item and we believe it is fault of manufacture we will replace with the same or similar bag.
3. If we can’t replace the item, we will refund or issue store credit.

Our warranty includes complimentary repairs for 1 year after the purchase date.

Thereafter, we charge a repair fee which is based on the type of repair. To have a bag repaired under warranty we must first obtain proof of purchase. Bags will not be accepted without a proof of purchase.

Most repairs take between 1 - 2  weeks to complete, though some may take longer depending on the issue, and availability of our repair partners. We do our very best to get your bag back to you as quickly as possible.

If your SABEN item is not covered by our warranty, but requires a repair or refurbishment, we are happy to facilitate the repair process with one of our agents.
Most repairs take between 1 - 2  weeks to complete, though some may take longer depending on the issue, and availability of our repair partners. We do our very best to get your item back to you as quickly as possible.

All prices are shown in AUS dollars. Your shopping cart displays the goods you have purchased. Discount codes & any shipping costs are calculated during checkout, before payment.

We accept Visa and Mastercard credit card payments via Shopify Payments and via Paypal. Shopify and Paypal are both secure and encrypted and your credit card number will not be stored.  You do not need a PayPal account to pay by credit card using Paypal.

All orders are processed pending availability and credit verification.

Afterpay

Afterpay allows us to offer you an 'Own it now, pay later' option for online and in store purchases through installment payments. 

• Pay for your order in four payments, every 2 weeks. You will pay your first installment at the time of purchase, and the remainder over time. 
• Always interest free. You can find your payment schedule in the Afterpay app  
• Instant approval within seconds.
• No fees when you pay on time 

Please read Afterpay's full terms and condtions here.

All Terms & Conditions relating to Afterpay are within the above links. To pay via Afterpay select Afterpay as the payment option instead of Paypal in the checkout process. SABEN is not liable for any late payment fees collected by Afterpay. By using Afterpay you enter into an agreement with Afterpay New Zealand.

Gift Cards

Gift cards are delivered to the email provided at the time of purchase and contain instructions for redemption at checkout. Our gift cards have no additional processing fees.

Gift cards can only be redeemed online and can not be redeemed at stockists or David Jones.

Gift cards are valid for 36 months (3 years) from the date of purchase.

Gift cards cannot be returned, refunded, or redeemed for cash value.

Temporary promotional terms - Gift with Purchase, seasonal sales, and discounts.

1. Promotion is not valid in conjunction with any other offer, discount or code.
2. Promotion does not apply to sold out items or items on pre-order.
3. Promotion does not include Gift cards.
4. Offer is only valid online between the times specified at the launch of the campaign via email and social media.
5. First in, best dressed, while stock lasts. 
6. Offer cannot be retroactively applied to past purchases.
7. Sales and promotions do not include already discounted luggage sets. 
8. Purchases are only eligible for our 14 day return/exchange policy if purchased at full price.
9. Purchases made on temporary sale or promotion are eligible for credit only, if returned within 14 days.
10. Purchases of outlet and permanent markdown items, are strictly not eligible for refund, return or credit note. 

SABEN Luggage Giveaway: Terms & Conditions

1. Promoter

This giveaway is run by SABEN Limited (“SABEN”, “we”, “us”).

2. Prize

One (1) winner will receive:

• one set of unreleased SABEN Oyster luggage, comprising 1 x Cabin, 1 x Medium Suitcase and 1 x Large Suitcase, and
• one (1) Milan Carry All in Oyster.

Total prize value is [$1926, NZD RRP]. The prize is non-transferable and cannot be exchanged for cash or substituted. As the Oyster luggage is yet to be released, the colour, finish and design may differ
slightly from any preview images, and delivery will take place once stock is
available before 18th December 2026.

3. How to enter

Enter by signing up at Saben.co.nz
or Saben.com.au with your first name, last name, email address and phone number. No purchase is necessary. Entries are limited to one per person.

4. Entry period

Entries open at 12:01am on 2 November 2026 and close at 11:59pm on 2 December 2026 (NZDT).

5. Eligibility

Open to residents of New Zealand and Australia aged 18 years or over. Employees of SABEN and their immediate families are not eligible.

6. The draw

The winner will be drawn at random on 3rd November 2026 and notified by email and/or phone within [two] business days. If the winner can’t be reached within [seven] days of the first attempt, or can’t accept the prize, we may redraw. The winner’s first name and [location/state] may be shared on SABEN’s channels with their consent. Our decision is final, and we won’t enter into correspondence about the draw.

7. Delivery

SABEN will arrange delivery of the prize to the winner’s address in New Zealand
or Australia at no cost to them. The winner is responsible for any customs
duties, import taxes or similar charges that apply in their country. Delivery times may vary and are subject to stock availability.

8. Privacy

By entering, you consent to SABEN collecting your first name, last name, email address and phone number to run the giveaway and contact the winner. You also agree to receive marketing communications from SABEN, which you can unsubscribe from at any time using the link in any message. Your information is handled in line with our Privacy Policy. 

9. General

SABEN isn’t liable for any loss or damage arising from participation in the giveaway or use of the prize, except where the law doesn’t allow us to exclude liability. We reserve the right to amend, suspend or cancel the giveaway if circumstances beyond our control make it necessary, and to disqualify any entry we reasonably believe is fraudulent or made in breach of these terms. These terms are governed by the laws of New Zealand.