Once an order has been submitted and confirmed on our website, we regret to inform you that we are unable to accommodate any amendments or modifications under any circumstances. It is essential to double-check all order details for accuracy before proceeding with your purchase.

Please be aware that we are not liable  for errors in order details, including but not limited to delivery addresses, payment information, or personalization details. Your order will be processed as it was initially submitted to ensure efficient and accurate service. 

We apologize for any inconvenience, but once your order has been confirmed on our website, we do not have the capability to process cancellations or issue refunds. Unlike some other platforms, we do not offer a cancellation cool-off period. We recommend reviewing your order carefully before finalizing it to ensure it aligns with your preferences and needs.

MAISON de SABRÉ regrets to inform you that we cannot take responsibility for orders with incorrect addresses entered during the checkout process. However, we are committed to assisting you as best as we can. If you realize the address is incorrect, please reach out to us immediately at info@maisondesabre.com. 

It's important to note that once your order has been picked, packed, or dispatched, we are unable to make any changes. Our customer service team operates during our business hours, which are Monday to Friday from 9:00 am to 5:30 pm AEDT. If you contact us outside of these hours, we will aim to respond to your query on the next working day.

Please understand that due to the high volume of inquiries we receive, there is a possibility that we may not be able to address your request in time. We apologize for any inconvenience this may cause and encourage you to double-check your shipping details before finalizing your order to ensure a smooth delivery process.

If you're experiencing issues with your discount code at checkout, please consider the following:

1. Item Eligibility: Ensure that the items in your cart are not already discounted or part of any ongoing sale or promotion. Discount codes typically cannot be applied to products that are already reduced in price.
2. Exclusions: Discount codes may have specific exclusions, such as not being applicable to sale items or certain product categories. Review the terms and conditions of the discount code to see if there are any restrictions.
3. One Code at a Time: Generally, you can only use one discount code per order. If you have multiple codes, make sure you are using the one that provides the best discount for your purchase, as they usually cannot be combined.

If you've checked all these factors and your discount code still isn't working, please feel free to contact our customer support team for assistance. We'll be happy to help resolve the issue and ensure you receive the discount you deserve.

To benefit from a valid discount code, please ensure that you apply it to your order during the checkout process. It is the customer's responsibility to enter and validate the discount code before finalizing the purchase. Please note that once an order has been processed, MAISON de SABRÉ is unable to retroactively apply or adjust discount codes, and we are not liable or obligated to do so. So, be sure to double-check and apply your discount code at the time of checkout to enjoy the savings.

We cannot honour sale prices or promotions outside of specificed sale dates under any cirucmstances

 Orders placed before 11 am AEST are dispatched the same day. If you have placed an order over the weekend, please allow up to 3 business days for your order to be processed. In the event of a sale period, there may be processing delays between 3 - 5 business days. *Please note business days do not include public holidays

Once you've received your order confirmation email, you will receive a second email letting you know that your order has been dispatched. This email will include order tracking details and specific instructions to track your order using the carrier designated to your order. Note that carriers may vary depending on your selected country of delivery.

Our Customer Experience team are always happy to assist. Contact us via email on info@maisondesabre.com Please ensure you are checking all tracking details carefully. We also advise checking with your local post service as they will provide further updates for you.

For all shipping updates please click here

If you do not pay your customs fees, your order may be destroyed and/or abandoned. In this case, MAISON de SABRÉ is unable to provide a reimbursement of your order. It is the customer's responsibility to contact the relevant customs office to find out if you are affected by these charges.

We are confident that your MAISON de SABRÉ products will meet our exceptional quality standards. If you change your mind, unpersonalised products may be returned in exchange for a store credit. All personalised products are final sale. We do not offer refunds or exchanges.

To be eligible for a return, items must:

- NOT be personalised

- Be unused and in their original condition and packaging

- Not be on sale and/or purchased from The Outlet.

To lodge a return you will need to contact the Client Services Team via email at info@maisondesabre.com for next steps.

Once you have received your Returns Authorisation (RA) Number from the Client Services Team, click here to download the Return Form.

If a product has been sold with a discount, this product cannot be returned unless it is adequately proven and deemed faulty.

We're delighted that you're interested in our exclusive gift with purchase offer. To ensure you receive your complimentary gift, here's a simple guide:

1. Meet the Minimum Order Amount: Make sure your order's total value, before shipping, reaches or exceeds the specified amount ( $200). This is the key requirement to unlock our special gift offer.
2. Be Mindful of the Promotion Period: Keep an eye on the promotion's timeframe. Our gift with purchase offers are time-sensitive and have limited availability. To qualify, your order must be placed within the specified promotion period.
3.  Add the Gift to Your Cart: During the checkout process, take a moment to add the gift item to your cart. Look for a dedicated prompt or button that allows you to include the gift with your purchase.
4.  Complete Your Purchase: Once you've met the minimum order amount and added the gift item to your cart, proceed with your purchase. Our system will smoothly validate your eligibility, ensuring that the gift item is included in your order.

If you encounter any challenges or have questions about the promotion, our dedicated customer support team is here to assist you. They're just a message away and will make sure you receive your gift when your order qualifies. Enjoy your Maison de Sabré shopping experience!

We apologize for any inconvenience you experienced when trying to add the gift with your purchase. Unfortunately, once an order has been placed and processed, it cannot be modified. However, if you believe your order met the promotion's requirements, such as the minimum purchase amount and promotion period, and you encountered technical issues when attempting to add the gift, please reach out to our customer support team.

To assist in resolving the issue, kindly provide a screenshot of the error you encountered during the checkout process. Our team is committed to ensuring that you receive the gift if your order qualifies. Your satisfaction remains our top priority, and we're dedicated to making your Maison de Sabré experience exceptional.

We appreciate your interest in our return and exchange policies. However, please note that all gift with purchase items are non-returnable and non-refundable. These items are offered as complimentary additions to your order and cannot be returned or exchanged for a refund.

In the rare event that the gift with purchase item is proven to be faulty or defective, we are happy to offer a replacement or store credit. To initiate this process, please contact our customer support team, and they will assist you in resolving the issue. Your satisfaction is important to us, and we are here to address any concerns you may have.

All shipping times are in compliance with the shipping time frames provided by our shipping partners which include Australia Post for Australian and New Zealand orders and EMS by Australia Post for orders from the USA and other countries.

For country specific shipping information please search your region below.

Once you've received your order confirmation email, you will receive a second email letting you know that your order has been dispatched. This email will include order tracking details and specific instructions to track your order using the carrier designated to your order. Note that carriers may vary depending on your selected country of delivery.

Our Customer Experience team are always happy to assist. Contact us via email contact@maisondesabre.com Please ensure you are checking all tracking details carefully. We also advise checking with your local post service as they will provide further updates for you.
For all shipping updates please click here

Orders placed before 11 am AEST are dispatched the same day. If you have placed an order over the weekend, please allow up to 3 business days for your order to be processed. In the event of a sale period, there may be processing delays between 3 - 5 business days. *Please note business days do not include public holidays.

Australia: AusPost Standard shipping (4-7 business days)

AusPost Express shipping (2-4 business days)

New Zealand: AusPost Standard shipping (4-7 business days)

AusPost Express shipping (2-4 business days)

USA: Standard shipping (4-8 business days)

Express shipping (3-5 business days) 

*Please note you may experience international shipping delays. Please see further information here

If you do not pay your customs fees, your order may be destroyed and/or abandoned. In this case, MAISON de SABRÉ is unable to provide a reimbursement of your order. It is the customer's responsibility to contact the relevant customs office to find out if you are affected by these charges.

Unfortunately once an order has been processed we cannot make any changes to it. Please ensure all details are confirmed and correct before finalising your purchase.

If your order is unable to be processed due to an incomplete delivery address, our team will get in touch with you. If you believe you've made an error in your delivery address, email us as soon as possible at info@maisondesabre.com and we will do our best to amend the address, though this is not always possible. We are not liable for incorrect details placed on orders including delivery, payment, and/or personalisation details.

Can I cancel my order?

Unfortunately, once your order has been finalised on our website we are unable to cancel and refund your order.

In the rare occurrence that you receive a product that is not what you ordered, we will refulfill your order. If the item you ordered is out of stock, you may be offered a store credit in its place. Contact info@maisondesabre.com to enquire about our Returns Policy on incorrect orders.

Please note that we are not liable for incorrectly placed orders. We fulfill all orders based on the details we receive from you so please ensure all details are correct before finalising your purchase.

We perform quality checks on all of our products prior to dispatch and are confident that all orders are up to standard before being sent.

If you are dissatisfied with your product please contact our customer experience team at info@maisondesabre.com detailing your concern. Please also include a photo of the front and back of your product and we will endeavour to resolve this as soon as we can.

We are confident that your MAISON de SABRÉ products will meet our exceptional quality standards. If you change your mind, unpersonalised products may be returned in exchange for a store credit. All personalised products are final sale. We do not offer refunds or exchanges.
To be eligible for a return, items must:

- NOT be personalised
- Be unused and in their original condition and packaging
- Not be on sale and/or purchased from The Outlet.

To lodge a return you will need to contact the Client Services Team via email at info@maisondesabre.com for next steps.

Once you have received your Returns Authorisation (RA) Number from the Client Services Team, click here to download the Return Form.

Our entire leather collection is crafted from full-grain European bovine leather that is LWG-certified and processed using the DriTan™ method to help conserve resources and minimise waste.

Our silicone range is crafted from 100% high density silicone.

For more information, visit our Materials page.

LWG is an abbreviation for the Leather Working Group; a not-for-profit membership organisation dedicated to upholding responsible standards for the global leather manufacturing industry at all stages of the supply chain. They govern suppliers based on environmental, social, and governance metrics.

Our 6-month general warranty covers manufacturing and workmanship faults only.

This warranty does not cover any damage or distortion caused by general wear and tear, misuse of product, or neglect to care for the leather appropriately. Our warranty also declines to cover any discolouration of the leather and hardware over time.

To make a warranty claim, your order must have been processed through our official website. Along with your claim, proof of purchase and photos of the manufacturing fault must be included. Without proof of defect, your claim will not be covered under our warranty. We encourage you to contact our dedicated Client Services specialists by emailing info@maisondesabre.com with images of the specific defects.

Please note that we do not offer refunds for warranty claims. If a warranty claim is accepted you will be offered a store credit or a replacement. Your warranty period will also stand from the date of original purchase.

The MAISON de SABRÉ warranty sits alongside applicable consumer protection law.

If your discount code isn't working at checkout, make sure the items in your cart are not currently already discounted or a part of the Outlet. Discount codes cannot be applied to sale items or combined with other offers.

We cannot honour sale prices or promotions outside of specificed sale dates under any cirucmstances

We currently accept American Express, Apple Pay, MasterCard, PayPal, Visa and Paypal for our Australian and US customers only.

If you are having trouble with your payment, please ensure that you are using one of our accepted payment methods and that you have sufficient funds on your card. There are a number of reasons why your payment may not be accepted.

2000: DO NOT HONOUR - The customer's bank is unwilling to accept the transaction. The customer will need to contact their bank for more details regarding this generic decline.

2007: NO ACCOUNT – The submitted card number is not on file with the card-issuing bank. The customer will need to contact their bank.

2010: CARD ISSUER DECLINED CVV - The customer entered an invalid security code or made a typo in their card information. Have the customer attempt the transaction again – if the decline persists, the customer will need to contact their bank.

2015: TRANSACTION NOT ALLOWED - The customer's bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank or use a different payment method.

If your code is not showing above, please click here (https://developer.paypal.com/braintree/articles/control-panel/transactions/declines) to view other potential errors.

Resilon™ is a trademark term for Maison de Sabré nylon. The prefix Re-si comes from the recycled and resilient properties of the material. Resilon is a 100% recycled nylon yarn made from discarded ocean fishing nets to form an ultra-durable and heavy weight nylon that is stain and water resistant.

We currently have four new luxurious all-weather carryalls.

• The Resilon™ Nylon Backpack
• The Resilon™ Nylon Sling Bag
• The Resilon™ Nylon Tote
• The Resilon™ Nylon Duffle

Currently, we offer the logo in a stunning silver finish to beautifully complement the silver chrome hardware, including zippers, on our products. Unfortunately, we do not have the option to customize the logo with gold foil at this time. However, we are constantly exploring new possibilities, so stay tuned for any updates on customization options in the future.

Currently, we offer these exquisite bags exclusively in our timeless Black Caviar color. While we don't have plans to introduce different colors at this time, we believe that the elegance and sophistication of Black Caviar perfectly complements the versatility and quality of our Resilon™ bags.

Our 6-month general warranty covers manufacturing and workmanship faults only. This warranty does not cover any damage or distortion caused by general wear and tear, misuse of product, or neglect to care for the leather appropriately. Our warranty also declines to cover any discolouration of the leather and hardware over time.

No, our bags are not washable. However, they are easy to clean and maintain. The nylon fabric used in our bags is pre-treated with water and stain-repellent technology, making it highly resilient to dirt, dust, mud, and other contaminants. To clean your bag, simply wipe it with a damp microfiber cloth, and it will look as good as new. This quick and hassle-free cleaning method ensures that your bag stays in excellent condition with minimal effort.