Order Info & Support

1. Crafted with Care

At Georgia Jay, each piece is handmade in-house at our studio in Auckland, New Zealand. We source all our leather from Italy, using the finest premium Italian cow nappa and luxuriously silky Italian suede. Each piece is cut and crafted with meticulous attention to detail and exquisitely handcrafted by our skilled team, ensuring exceptional quality.

Intentionally made to be loved and to last, every item embodies sleek sophistication with its distinctive designs, crafted from the finest materials — celebrating quiet luxury at its core.

Due to the bespoke nature of our products, marks and variations in the leather are natural characteristics that contribute to the unique beauty of each piece, and cannot always be avoided.

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3. Order Processing & Shipping Information

Please allow up to 5 working days to process and prepare your order for dispatch. Once your order is ready, you will receive an email with a tracking link for your shipment. For further details, please refer to our Shipping Info page.

Please note that once your order has been processed and shipped, we are unable to modify or cancel it

Please note, we are not responsible for any shipping delays once the package has left our studio. If there are any issues after dispatch, it is the customer's responsibility to contact the courier directly to locate and track your order.

Additionally, local guidelines may apply once your purchase arrives in your country and may be subject to local customs duties and/or taxes, which are not included in the purchase price.

4. Returns & Exchanges for New Zealand Customers

New Zealand Online Orders Only

New Zealand customers, if your bag isn’t quite right, we’re happy to offer an exchange, gift card, or refund for full-price orders only. To initiate the return or exchange process, please email hello@georgiajay.com within 48 hours of receiving your order. Be sure to include your order number and the item you wish to return or exchange.

Once your request is confirmed, we’ll provide return instructions and send you a domestic return label. Please note, return shipping costs are the responsibility of the customer. The cost of the return will be deducted from your refund.

Important:

• Returns must be received within 7 days of confirmation. Any returns received after this period will not be accepted.

• All products must be in unused condition, with original tags, and returned in original packaging.

• Upon receipt of your return, we’ll process your exchange, refund, or issue a store credit valid for 12 months from the purchase date.

Refund Processing: Once processed, refunds will be issued to the original payment method. Please note, it may take 5-10 business days for the refund to appear in your account, depending on your bank.

Please note: Promotional discount offers are final and cannot be returned or exchanged.

5. Returns & Exchanges for International Customers

International Orders Only

International customers, please note that all international purchases are NOT eligible for refunds. However, we are happy to offer an exchange or store credit if your bag doesn’t meet your expectations.

To begin the process, email hello@georgiajay.com within 48 hours of receiving your order with your order details and the item you’d like to return for an exchange or store credit. We’ll confirm your request and send you return instructions.

• Returns must be received within 10 days of confirmation. Returns received after this period will not be accepted.

• All products must be in unused condition, with original tags, and returned in original packaging.

• Shipping costs for returns or exchanges are the responsibility of the customer. We will not provide a return label for international orders, so customers will need to arrange shipping at their own expense.

• Upon receipt of your return, we’ll process your exchange or issue a store credit valid for 12 months from the purchase date.

Please note: Promotional discount offers are final and NOT eligible for an exchange or store credit.

6. Care, Warranty & Support

Natural Leather Wear & Aging
Leather is a natural material that evolves over time, adapting to your lifestyle. Over time, your bag may soften, stretch, or change shape as it molds to your lifestyle. This natural patina is part of the leather’s charm, enhancing its character and uniqueness. These changes are not considered defects, but rather a sign that your bag is being loved and used. We encourage you to embrace these natural transformations, as they only add to the beauty and personal story of your bag.

Warranty & Repairs
At Georgia Jay, we create bags with love, designed to be cherished and to last. We offer a 12-month manufacturing warranty on all of our products. If your Georgia Jay item is found to be faulty (as assessed by our team), we’re happy to repair, replace, or exchange it within 12 months of your purchase date.

Returns for Faulty Items
If you believe your item is faulty, please reach out to us at hello@georgiajay.com with your order details. Once we receive the item, we will carefully assess it. If it’s determined to be faulty, we’ll happily repair, replace, or refund your purchase.

Wear & Tear
General wear and tear is not covered under our warranty. We understand that changes in the appearance of your bag over time may not always be welcomed, but please know that this is a natural part of leather’s character. However, if you have concerns about the condition of your bag or its wear over time, please don’t hesitate to reach out to us at hello@georgiajay.com with details of your purchase and your concerns. We’re always here to offer solutions or guidance to ensure your bag continues to look and feel its best.

Repairs After Warranty
While we don’t cover general wear and tear under our warranty, we’re always here to help! If your bag requires repairs after the warranty period, we offer a repair service for a small fee, ensuring your bag stays looking beautiful for years to come.

If you'd like to enquire about our repair services, please email us at hello@georgiajay.com with your product information and purchase records. We’ll be in touch with tailored options and solutions to help restore your bag to its best condition.