Customer Service

Please follow the links below for our most commonly asked questions. If you cannot find your answer from the links or rather just ask us directly, you can reach us at (+44) 01270 583218, or email us at customerservice@manhattanportage.co.uk .

Return/Exchange

+ How to Return and Exchange
+ Read Policy
+ Read Policy
+ How to Return and Exchange

Instructions on how to return items

Please fill out the return/exchange form that is included in the package.
Include the fully filled out form and the original sales or gift receipt in your return package. If a sales receipt was otherwise lost, print out the order information from your account on the website you purchased our products on, and include it in the return shipment. If your order was placed over the phone, fax, or email, and no such record is available, please include as much information as you have available with the return shipment.
Ship the return package to the following address:

Brand Portage Ltd T/A Manhattan Portage UK
Attn: Customer Service
9 Newtons Crescent
Winterley
Sandbach
Cheshire
CW11 4TS
Tel: (+44) 01270 583218
Email: customerservice@manhattanportage.co.uk

Costs and Credits

Exchange: Expenses for shipping back the return item(s) must be paid for by the customer, unless the reason for the return or exchange is due to an error by Portage Worldwide Inc. However, Portage Worldwide will cover costs for shipping the exchange item to you, except if the shipment requires special handling that may incur additional fees. The difference in the current retail value of the return and exchange item will either be charged or refunded. Exchange items will be shipped out from out warehouse within 7 business days of our receipt of the return package, unless the exchange item requested is out of stock.

Return: We will refund the entire price of the bag including taxes (if applicable), but not including shipping costs. Refunds will only be made to the credit card account to which the initial order was charged, unless an original gift receipt is provided. Your card will be credited within 7 business days of our receipt of the return item. Items not returned in like new condition will be subject to a 15% restocking fee.

Return and Exchange Policy

  • All items (excluding promotional items) can be returned or exchanged within 60 days of the shipping date for a refund of the price of the bag including taxes.
  • Clearance and sale items can be returned for exchanges only; no refunds!
  • All complementary items must also be returned with the purchase items.
  • All shipping expenses are paid for by the customer and are non-refundable unless the reason for return is due to an error by Manhattan Portage.
  • All merchandise must be returned unused, unworn, and unwashed (Condition of the merchandise is at the discretion of Manhattan Portage)
  • Original tag must be left on for returned merchandise or included with package otherwise 15% restocking fee will be charged.
  • Items must be accompanied by the sales or gift receipt and Return/Exchange form.
  • Items exchanged once cannot be returned again for refund or exchange.
  • If any of the above conditions do not apply, merchandise cannot be returned or exchanged.

To Return or Exchange

  • Please fill out the form in full, in all caps, including your order number and include with it the original sales or gift receipt and enclose these with the package.
  • Items can only be exchanged once.
  • Credit card returns can only be refunded onto the original card used.
  • Send it to the following address:
  • We recommend using UPS or another shipping agent with tracking service to return any packages as Manhattan Portage is not responsible for any lost items.

International Customers

  • Due to certain weight limitations, there may be a shipping surcharge added to your total amount for parcels of 5 pounds or more. Additionally, in some instances there may be a shipping surcharge of £15.00 for certain geographical areas. This is nothing that we personally issue; rather, this is a mandatory surcharge from our shipping company.
  • If you are living abroad and you would like to purchase a bag shipping domestically as a gift, you are always welcome to purchase a credit card gift card like the ones offered by American Express, Visa, or MasterCard.
  • All custom fees and local taxes are to be paid by the customer upon delivery of the package and Manhattan Portage is not responsible for the accrued charges. Total amount paid by international customers to Manhattan Portage does include the cost of the bag and shipping, but it does not include customs fees and local taxes. Please consult your local customs office for more details about duties and taxes.

Shipping Information

+ EU Shipping
+ UK Shipping
+ UK Shipping
+ EU Shipping

Important Notes

  • Orders placed Monday - Friday will be despatched within 24 hours subject to availability.
  • Orders placed Saturday / Sunday / Bank Holidays will be processed on the next working day, subject to availability.
  • Orders will be shipped using tracked services, and a signature will be required upon receipt.
  • Shipping cost to UK Mainland: £5.00.

Important Notes

  • Duties, customs and taxes are included in the shipping cost below.
  • Orders placed Monday - Friday will be processed within 24 hours, subject to availability..
  • Orders placed Saturday / Sunday / Bank Holidays will be processed on the next working day, subject to availability.
  • Shipping cost to EU: £12.00

Bag Care & Register

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How do I clean and take care of my Cordura Nylon bag?

  • Normal soil may be removed with spray cleaner or detergent and water. DO NOT BLEACH.
  • Oil or grease should first be treated with a dry cleaning solvent, followed by a spray cleaner or detergent and water.
  • Do not machine wash/ machine dry your bag.
  • Do not have your bag dry cleaned.
  • Never force a zipper to close an over-packed bag.

How do I clean and take care of my Waxed Canvas bag?

  • TRY water first with a slight brushing or scrubbing.
  • USE a little bar soap or flaked soap or Saddle soap, only if necessary, on specified areas only. Sometimes a small amount of ammonia will help.
  • NEVER use detergent - liquid or powdered.
  • NEVER dry clean as the powerful environmentally damaging chlorinated solvents will remove the finish.
  • SPARINGLY apply Waxwear refinishing ointment - little heat from a hair dryer always helps.

How do I clean my Vinyl bag?

  • Use a sponge with soapy water to clean off any dirt or mild scuffs on your bag.

How long do your bags last?

Manhattan Portage bags are extremely durable, as they combine the finest materials (1000D Cordura Nylon by Invista, YKK zippers, Delrin buckles, etc.) with impeccable construction. We use these more expensive materials so that your Manhattan Portage bag will keep up with your life, and not need replacing for many years to come. Depending on how you treat your Manhattan Portage bag, you will keep it anywhere from 5 to 15 years. Some of our customers have kept their bags for over 20 years, but you may want a new color by then!

What if something still goes wrong with the bag I just bought?

Although a manufacturing defect is a rare occurrence, mistakes can happen from time to time when bags are hand-sewn and manufactured in large quantities. So this is why we offer a warranty against manufacturing defects. If something goes wrong with your Manhattan Portage bag after you buy it and if this is due to a manufacturing defect, we will take responsibility and repair or replace it. Please check our Warranty section on this page for further details.

Warranty

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USA/Canada

Portage Worldwide Inc. offers a Limited Lifetime Warranty aganist manufacturing defects on all products that use CORDURA® brand fabric, purchased from authorized dealers to the original user/purchaser of the product. This warranty does not cover individual components, damage caused by improper care, or the natural breakdown of material through extended use (such as broken buckles, fabric abrasion, zipper wear, and foam breakdown). Any intentional modification to your bag such as machine washing/dying, dry cleaning, or removal of the brand label will void all warranty. If you believe your item is defective, please fill out and submit our online warranty request form, or mail us directly at customerservice@manhattanportage.co.uk.

All other products, including Vinyl, Waxed Canvas, Limited Edition, and specialty items are covered under a 2 year limited warranty. Damage to prints on bags do not qualify for warranty, except if the print was damaged upon initial receipt of the item. Defects on the body of printed bags are covered under our usual warranty policy.

Products returned for warranty service will be qualified for replacemnet at the discretion of Portage Worldwide Inc or its local distributor. Defective items will be replaced with an item of the same style and color if avaialble, or a similar product of equal or greater value otherwise. It is important that you save the original receipt and do not remove any sewn in labels inside or outside the bag so we can verify the authenticity of the bag and be able to process your warranty claim.

Please note that this limited Lifetime Warranty posted here applies for residents of the United States/Canada only. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not appky to you.

European Union

Portage Worldwide Inc. offers a Limited Lifetime Warranty aganist manufacturing defects on all products that use CORDURA® brand fabric, purchased from authorized dealers to the original user/purchaser of the product. This warranty does not cover individual components, damage caused by improper care, or the natural breakdown of material through extended use (such as broken buckles, fabric abrasion, zipper wear, and foam breakdown). Any intentional modification to your bag such as machine washing/dying, dry cleaning, or removal of the brand label will void all warranty. If you believe your item is defective, please fill out and submit our online warranty request form, or mail us directly at customerservice@manhattanportage.co.uk.

All the products including Vinyl, Waxed Canvas, Limited Edition, and specialty items are covered under a 2 year limited warranty. Damage to prints on bags do not qualify for warranty, except if the print was damaged upon initial receipt of the item. Defects on the body of printed bags are covered under our usual warranty policy

Products returned for warranty service will be qualified for replacemnet at the discretion of Portage Worldwide Inc or its local distributor. Defective items will be replaced with an item of the same style and color if avaialble, or a similar product of equal or greater value otherwise. It is important that you save the original receipt and do not remove any sewn in labels inside or outside the bag so we can verify the authenticity of the bag and be able to process your warranty claim.

Please note that this limited Lifetime Warranty posted here applies for residents of the European Union only. The warranty policy on Manhattan Portage goods may vary on your country of residency where local policies apply. This warranty gives you specific legal rights, and you may also have other rights which vary from country to country.

All Other Territories

The warranty policy on Manhattan Portage goods may vary based on locality. For additional details please contact the distributor in your country of residency.

If you are unsure where to submit your warranty inquiry, we can direct you to the right place. Please send an e-mail to customerservice@manhattanportage.co.uk and someone will get back to you as soon as possible.

Order Tracking

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Please enter your UPS tracking number here:

Please enter your FedEx tracking number here:

Frequently Asked Questions

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  1. How can I change my order after it has been placed?

    We aim to ship your bags within 24 hours.

  2. To cancel or change an order.

    you can contact us by email at customerservice@manhattanportage.co.uk or call our corporate office at (+44) 01270 583218 with your order number, last name, and specific changes that you want to be made. Please make sure the subject line reads 'Change Order'

  3. What methods of payment do you accept?

    * Visa * MasterCard * American Express * PayPal

  4. Why is my credit card declined?

    Sometimes, international customers (i.e. customers who are not located in the United States) might have problems completing your orders due to credit card address verification. If you have trouble placing your order please call us at (+44) 01270 583218 or email us at customerservice@manhattanportage.co.uk. Sorry for the inconvenience.

  5. Why does it look like my credit card was charged multiple times?

    ManhattanPortage.com uses a payment gateway, which places an authorization on the credit card you submit for payment. An authorization is a verification which assures that the funds to be charged are available on the card, and holds these funds for a short period of time. Once we physically ship your Manhattan Portage product, we capture the authorization, and the charge is put through. If you tried to place your order multiple times because our system was having trouble verifying your credit card, an authorization (but NOT a charge) may have been placed on your card temporarily holding the funds. This authorization will expire automatically in 3-5 business days; however, if you need the funds available immediately, please email us at customerservice@manhattanportage.co.uk and we will void the authorization.

  6. How can I sell your bags in my store?

    Please contact customerservice@manhattanportage.co.uk or call (+44) 01270-583218. For more information please see wholesale section.

  7. Where are your bags made now?

    While several bag components we use are still made in the USA (Waxwear Fabric, Cordura yarns from Invista and A Grade Leather for our newly launched Token line at: www.tokenbags.co.uk), most of our production facilities are now located in Taiwan. We visit our Taiwanese factories on a regular basis to ensure superior quality, detailed craftsmanship and ethical working conditions. Like our hard working staff in New York, our factories in Taiwan employ teams of hardworking and experienced craftspeople who earn better living wages than other factories located in Southeast Asia. We still design our entire line of bags in New York City, and regardless of where MP bags are manufactured we are committed to maintaining the quality and integrity of our products, as well as maintaining a consistent supply chain and delivery time. Equally important is our pledge to provide consumers with the best possible quality and value at reasonable prices, which is unfortunately no longer possible if the bags were still to be made in the USA.

Related Information

If you have any questions, please call (+44) 01270 583218, or email us at customerservice@manhattanportage.co.uk

Customer Service regular hours:
Monday thru Friday 9 am - 5 pm GMT