Shipping policy

Thank you for shopping with Smith Lucas. As a professional New Zealand online retailer specializing in bag and luggage products, we focus on standardized order processing and careful logistics packaging. We strive to ensure all bag products are fully inspected, properly packed, and delivered to customers in pristine condition within a reasonable logistics cycle. The following shipping policy applies to all orders placed through our official store.

1. Order Processing Time

All confirmed and fully paid orders will be processed, inspected and packaged within 1 to 3 business days, excluding New Zealand local weekends and statutory public holidays. Each bag product will be inspected for appearance flaws, stitching quality and complete accessories before shipment to guarantee product integrity.
Processing timelines may be moderately extended during peak sales periods, holiday promotion cycles and high order volume stages. We will promptly send email notifications to customers once noticeable order delays occur, ensuring full transparency of order progress.

2. Shipping Rates and Delivery Estimates

Shipping fees for all bag product orders are calculated based on package volume, weight and logistics distribution standards. The exact shipping cost will be automatically calculated and clearly displayed on the checkout page before order payment. Our store does not provide free shipping, shipping discounts or any logistics welfare services for any orders.
The estimated delivery time for our standard shipping service is approximately 15 business days after shipment. All delivery durations are for reference only. Actual delivery progress may be affected by logistics carrier delays, cross-border customs clearance procedures, severe weather conditions, regional logistics restrictions and holiday arrangements, which shall be subject to real-time logistics conditions.

3. Shipment Confirmation and Order Tracking

Once your bag order is dispatched from our warehouse and picked up by the logistics carrier, you will receive an official shipment confirmation email from our team. The email includes your exclusive tracking number and official logistics query channel.
Logistics tracking data requires system synchronization. Normally, detailed tracking information will be available for online inquiry within 24 to 48 hours after shipment. If the tracking status fails to update normally beyond this period, you can contact our customer service team for manual checking and follow-up processing.

4. Incorrect Address Disclaimer

Customers are required to fill in accurate, detailed and valid shipping information including recipient name, active contact number and complete delivery address during order placement. Please double-check all information before payment to avoid logistics delivery errors.
Smith Lucas assumes no responsibility for delivery failure, package deviation or return caused by incorrect, incomplete or invalid address information provided by customers. If the package is returned to our warehouse due to address errors, customers shall bear all return logistics costs, and additional reshipping fees will be charged for secondary delivery services.

5. Lost or Damaged Packages

Lost Packages: If your bag package is confirmed missing during transit, please submit a consultation and verification application to our customer service team within 7 days after the scheduled delivery date. We will cooperate with the logistics provider to investigate the whole transportation track and follow up on relevant settlement matters.
Damaged Items: Bag products may suffer extrusion, scratch, deformation or packaging damage during long-distance transportation. If you receive damaged, deformed or flawed products, please contact us within 48 hours after receiving the package. You need to provide clear photos of the damaged products and outer packaging. Our team will evaluate the actual situation and provide efficient solutions including replacement and after-sales coordination.

6. Apparel Care and Usage Notice

All leather bags, canvas bags and other bag products sold in our store are attached with professional daily maintenance guidelines. Customers shall use, clean, store and maintain the products in accordance with the official care instructions to extend product service life.
We will not bear after-sales liability for product damage, deformation, fading, wear and aging caused by improper manual cleaning, improper storage, artificial scratching, long-term sun exposure and non-standard daily use. Product damage arising from customer misuse or improper maintenance is not covered by our after-sales guarantee scope.

7. International Shipping and Customs Notice

For all international cross-border shipping orders of bag products, the destination country’s customs department may levy import duties, commodity inspection fees and other related taxes in accordance with local foreign trade management regulations.
All customs-related expenses are borne solely by the customer, which are not included in the product price and shipping fee collected by our store. Customers need to independently complete customs declaration and tax payment procedures. Our team will provide complete order invoices and product certification materials to assist customers in smooth customs clearance.

8. Contact Information

If you have any questions, feedback or consulting needs regarding our shipping rules, order logistics status and product delivery issues, please feel free to contact us via our official channels:
Trade Name: Smith Lucas
Phone Number: +64 21 328 1154
Email: service@smithlucasstyle.shop
Physical Address: 88 Maple Street, Nelson, NSN 7011, New Zealand