FAQs

What is your refund / exchange policy? 

Please choose carefully as we do not offer a refund or exchange for change of mind. The warranty period on our products is 4 months.

If your product is faulty or damaged please email customerservice@nclabel.com.au immediately so we can organise an exchange asap. 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 
Can I wash my bag?

Yes, amazing huh!? You can place your bag in a washing machine and it will come out good as new. Just follow these simple steps….

    1. Remove the strap (if possible) and place the bag in a delicates washing bag (not essential, but recommended)
    2. Wash on a ‘cold wash’ cycle
    3. Use a sensitive/delicate laundry detergent
    4. Place the bag in a shaded spot to drip dry

It is important to note, extra care must be taken with our lighter coloured bags. We advise that as soon as you notice a stain on your bag you clean it to ensure it stays looking as amazing as possible! First, use a damp cloth to blot the stain off the fabric and/or put it in the washing machine following the above instructions.

     
    How do you recommend I care for my bag?

    One of the great features of our bags is that they are quite durable and can be put into the washing machine if they get a bit dirty and come out like new. However, we do recommend you take care to not overload your bag or rub it against any rough surfaces.

    Quality hardware is used on each of our bags however, to ensure the longevity of the zips, clasps, magnetic closure, and press studs please ensure you always support them upon opening and closing.

    Also never ever apply heat to our products. It is worth noting that general wear and tear of our products is not considered a fault.

     

    My bag has arrived and has a few creases in it, what should I do?

    Due to how your bag is folded for shipping, it may arrive with a few creases in it. Please do not worry! Hang your bag on a coat hanger for 1-2 days and the creases will fall out. Alternatively, starting using your beautiful new bag and it will take the right shape from having weight in it.  

     

    What are your shipping costs? 

    Standard shipping within Australia is only $5.00 on all orders! Please note this excludes PO Boxes & Parcel Lockers. 

    Standard shipping to a PO Box or Parcel Locker within Australia is $8.00.

    You can choose to have your order shipped via express post for $18.00. 

     
    When will I receive my order? 

    We aim to ship all orders within 1-2 business days of receipt. Delivery times will vary, dependent on location within Australia. Typically you will receive your order within 5 – 10 business days. Tracking information will be emailed to you once your order has been shipped. 

     
    Do you ship internationally? 

    Yes, please email customerservice@nclabel.com.au and we will provide you with the shipping cost.