Shipping & Returns

Order Processing and Delivery Details
Order processing can take up to two business days. Orders are not processed on weekends or public holidays. Orders may be delayed due to COVID-19 related delays.

Delivery times may be extended during peak periods (typically Easter, Christmas and with the release of certain special offers)

Rest assured that the personal information that you provide us during your online purchase will be securely processed by our dedicated and professional managed servers located. We use Secure Socket Layering (SSL), the latest industry-standard encryption technology that ensures safe Internet transmission of your personal information. 

When you are ready to pay your online order, you will be directed to PayPal. PayPal enables buyers and businesses to send and receive money online, safely and privately, and with no fee. PayPal provides industry-leading security and fraud prevention systems. When you use PayPal, your financial information is never shared with the merchant.

Payment Methods
We are accepting payment by the following methods via PayPal.


We now also accept payments via Stripe


At Isoki, great pride is taken in the quality and craftsmanship of each and every item we manufacture. We warrant all of our products against defects in materials and workmanship for 6 months from time of purchase (please note proof of purchase is required )

Should you experience a defective product, we ask that you contact us via email with an image of the problem area. This helps us to provide the best quality assurance to our customers. All defective items returned for warranty service will be repaired or replaced at our discretion.

This warranty does not cover damages caused by improper care, accidents, normal wear and tear, or the natural breakdown of materials (i.e., fabric, zipper wear, Velcro wear, etc.)

If you have a bag that needs evaluation, please contact us at or ph:09 448 1380


Refund Procedures
1. Please contact us within 7 days of receipt of your order by any of the following means letting us know you intend to return the shipment. 

      Phone: 09 448 1380

2. You must then ship to us within 30 days from the day you received your package: Send the package via a traceable carrier so that you can track your package if necessary. Our return shipping address:

Isoki New Zealand 
10-12 Tarndale Grove,
Rosedale, Auckland
NZ 0632
Telephone no.: 09 448 1380

3. Please include your order confirmation number, name, shipping address and contact numbers.

We will not send email confirmation for packages received. 

For your protection, please insure the package for the full amount of the invoice plus shipping charges. Isoki New Zealand is not responsible for items lost or damaged while being shipped back to us. 

Each item must be returned in the same condition as it was sent, unworn and undamaged. Include all original packaging and collateral material. Damaged goods due to customer negligence will not be accepted for refund. 

A prompt refund to your PayPal account will be issued if the item is in its original condition and all the information referred to above is received. 

PLEASE NOTE: All claims will be processed within 14-21 days.

On Sale Items
Shipped sale items are non-refundable, non-returnable and non-exchangeable. Sale items whilst stocks last and for online orders only.