FAQ

Have a question about your order? Chances are the answer's below — and if not, our support team is only ever an email away.

Ordering

How do I place an order?

Browse our collections, choose the bag you like, and add it to your cart. Checkout takes less than a minute and is fully secure.

Can I cancel my order once it's placed?

Yes — free of charge, as long as it's within 12 hours of ordering. Once your order has shipped, it falls under our standard return process instead.

Shipping

Do you offer free shipping?

Yes — every order shipping within New Zealand ships free, no minimum spend required.

How long until my order arrives?

Orders placed before 12:00 PM NZT begin processing that same day; anything after moves to the next business day.

Processing usually takes 1–3 business days (Monday–Friday).

Once your order is packed and handed to the carrier, transit typically takes 5–7 business days (Monday–Friday), depending on your location.

All up, expect 6–10 business days (Monday–Friday) from order to delivery.

Do you ship outside New Zealand?

Not at the moment — we currently ship within New Zealand only, with international shipping planned for the future.

Will I receive a tracking number?

You'll get a shipping confirmation email with tracking as soon as your order is on its way. You can also check its status anytime on our Track Order page.

No tracking info after 3 business days, or a tracking link that isn't working? Email support@cardanzo.com and we'll help get it sorted.

My order says delivered, but I don't have it — what do I do?

Start by checking around your property and with any neighbours who might have taken it in. Still no luck? Contact support@cardanzo.com within 7 days and we'll investigate and get it resolved.

Returns & Exchanges

What's your return policy?

You have 30 days from delivery to return an item.

It needs to be unused and returned in its original packaging.

For change-of-mind returns, return shipping is covered by the customer.

Full details are on our Returns & Refund Policy page.

How do I return an item?

Email support@cardanzo.com with your order number and the reason for the return
We'll get back to you within 24 hours with next steps
Pack the item carefully, ideally in its original packaging
Send it to our returns address below:

324 Wooldridge Close
Feltham
TW14 8BY
United Kingdom
Once it arrives, we'll process your refund or exchange within 7 business days

We'd recommend using a tracked shipping service — we're not able to take responsibility for returns that go missing in transit.

Can I exchange my bag for a different design?

Absolutely. Email support@cardanzo.com with your order number and the design you'd prefer instead. If there's a price difference, we'll either charge or refund it accordingly.

What if my order arrives damaged?

Email support@cardanzo.com within 30 days with your order number and a photo of the damage. We'll send a free replacement or issue a full refund — whichever you prefer — and cover the return shipping ourselves.

What if I received the wrong item or something's missing?

Contact support@cardanzo.com as soon as you notice. We'll fix it at no cost to you, including any return shipping needed.

How long do refunds take to process?

Once we receive and inspect your return, your refund is processed within 7 business days, back to your original payment method. You'll get a confirmation email once it's issued — your bank may take a little longer to reflect it on your end.

Contact Information

Questions about an order, or just want to say hello? We're only ever an email away.

Email: support@cardanzo.com

Support Hours:
Monday to Friday, 8:00 AM – 6:00 PM NZT

We work standard New Zealand hours and aim to respond to every inquiry within 24 hours.