Customer Service

HELP CENTRE - FREQUENTLY ASKED QUESTIONS

Returns & Exchanges

If you are not completely satisfied with your purchases, items can be returned within 30 days of receipt by visiting a Strandbags store or via Australia Post if you cannot get to a store. We are unable to refund the cost of postage and packing for items deemed by you to be unsuitable.If you are not completely satisfied with your purchases, items can be returned within 30 days of receipt by visiting a Strandbags store or via Australia Post. We are unable to refund the cost of postage and packing for items deemed by you to be unsuitable.

If you wish to exchange an item you have purchased, please visit one of our stores and they will be able to assist you. You can locate your nearest Strandbags store by clicking here.

Items purchased from us online can be returned to any of our stores within 30 days of receipt. You must have proof of purchase and the credit card you used to make the online purchase (if you paid via credit card) when returning the goods. Refunds can only be processed to the same credit card which was used in the purchase transaction. Click here to find the most convenient store for you to return your items.

Alternatively, items purchased online can be returned via post within 30 days of receipt. If returning your items via post, please complete all relevant details on the Returns Slip, including the reason for return. Securely repack the items being returned in the original packaging and include the completed Returns Slip. The Returns Label received with your order should be fixed over the original delivery label on the front of your parcel. Please note, we are unable to refund the cost of postage and packing for items deemed by you to be unsuitable.

Please ensure a Certificate of Posting is obtained when depositing your parcel with a courier or by post. This should be kept in a safe place as it bears a unique reference number which is used to trace your parcel should it fail to be delivered to us. We will be unable to make a refund in the event that your parcel is lost without sighting Your Certificate of Posting.

If you wish to exchange an item you have purchased online, please visit one of our stores and they will be able to assist you. You can locate your nearest Strandbags store by clicking here.

Items purchased from us in store can be returned to any of our stores within 30 days of receipt. You must have proof of purchase and the credit card you used to make the online purchase (if you paid via credit card) when returning the goods. Refunds can only be processed to the same credit card which was used in the purchase transaction. Click here to find the most convenient store for you to return your items.

If you wish to exchange an item you have purchased in store, please visit one of our stores and they will be able to assist you. You can locate your nearest Strandbags store by clicking here.

Within 30 days of receipt.

Please allow 1-3 working days for your account to update and reflect the refund.

It may take up to 14 working days for a return via post to be processed and we are unable to refund the cost of postage and packing for items deemed by you to be unsuitable.

If your items purchased are faulty, please take your items into your nearest Strandbags store where the staff will be able to assess the fault and find a suitable form of redress. You can find your nearest Strandbags store by clicking here.

If you would like to return a Christmas gift, we will be accepting returns until the 31st of January 2018.

Delivery

If you have entered the incorrect address on your order, please let us know by clicking here. If your order has already been shipped, please note that amending your order address may cause further delay.

The progress of your order can be tracked on the internet by following the link in the email we send you confirming dispatch. If you have not received your tracking information, please let us know by clicking here.

Product

Cost

 Wallets

 $6.95

 Handbags, Backpacks, Small to medium items

 $9.95

 Luggage

 $9.95 (and an additional $7.00 per   suitcase)

Yes your order can be delivered to PO boxes and lockers. Please note the dimensions of your PO Box as some of our items may not fit. In the event where your order is too large to fit, your parcel will be left behind the counter at the Post Office where your PO Box is situated.

No we do not ship internationally. We only deliver to mainland Australia and Tasmania presently.

We would like you to receive your order as quickly as possible and endeavour to deliver within 1-5 working days. For country Western Australian and NT this may take between 2-6 working days. Deliveries will be made between 9.00AM – 5.00PM Monday to Friday. Please note there will be no weekend or public holiday deliveries.

If you are not present during an attempted delivery, a card will be left informing you of this and advising you where your order can be collected.

Yes you will have to sign for delivery.

We take great care in packing your order. In the unlikely event of an item being incorrect when your order is delivered to you, please ring us on +61 2 9479 7746 and we will be able to assist you.

If you are missing an item in your order, please ring us on +61 2 9479 7746 and we will be able to assist you.

Browsing

We always try to keep our stock in level with demand, but some items may sell out fast. We can try to locate stock in nearby stores, but we cannot guarantee that they will have the item/s you are looking for.

Feel free to give your nearby store a direct call to check if they have the products you wish to purchase. You can locate your nearest store and their contact number here.

If you have a question regarding one of our products, please send us an email by clicking here.

We love hearing from our customers and sharing the feedback with our buying teams. If you would like to send us feedback, please click here.

Buying

We accept Visa, Mastercard, American Express, PayPal, Afterpay, and Strandbags Gift Cards.

Add your items to you shopping bag, and proceed as directed. Click Step 3, the Payment stage of the Checkout, select Afterpay as your payment method and Confirm and Pay. You will then be taken to Afterpay where you enter your details and that’s it! If successful, you will receive an order confirmation in your email inbox. Please click here for more Afterpay FAQs.

Add your items to you shopping bag, and checkout as normal. At Step 3, the Payment stage of the Checkout, select Gift Card as your payment method. You can then enter your Gift Card Number and the Access Code, and apply.

If your order was successful, you will receive an order confirmation email. This will be in either your main inbox or your junk/spam inbox, so please check both of these.

If you have checked your email and are still unable to find your order confirmation, please let us know by clicking here, and we will re-send this for you.

You will receive emails from us at each progress stage of your order. If you have not received an email regarding an update, please let us know by clicking here to confirm your order status.

If you see the same item cheaper elsewhere online, let us know here and we will do our best to match it. Simply send us a link of the item and where you’ve seen this item cheaper, and we'll let you know. Please note, that the item must be identical to the one we stock.

If you have made an error on your order, please let us know here as soon as possible and we will try to amend your order.

If you would like to cancel your order, please let us know by clicking here. If your order is being delivered to you, we are only able to cancel this before it is shipped. Once your order has been cancelled, please allow 1-3 working days for the refund to be processed to your account.

Please check that your credit card number, expiry date, and the CCV are all correct, and that your name appears exactly the same as on the card. If you are still experiencing difficulties, please check with your bank or financial institution.

Please check that your details are correct, and if you are still experiencing difficulties, please contact Afterpay Customer Service on 1300 100 729.

Please ensure that your details are correct, and if you are still experiencing difficulties, please contact PayPal Customer Service.

We value your privacy and work hard to ensure that your details are safe and secure. Learn how we keep your details secure in our Privacy Statement.

If your order is a gift being delivered to someone else, please make sure you tick the box that states “Tick here if this a gift and we will send your receipt via email” underneath your delivery details at the checkout, in Step 2: Shipping.

Your shopping bag will time out after 30 minutes, so if this happens, you will have to re add your items and try again. Apologies for any inconvenience caused by this.

Pick Up In Store

At Step 2 of checkout, please select “Pick up in Store”, and enter your post code or your suburb. This will then bring up a selection of your nearest stores for you to choose to pick up from. Once your order is available to pick up, the store will give you a ring to notify you. When collecting goods you must present a copy of your order confirmation and show photo ID.

There are no fees for store pickups, all you pay is the cost of the goods you purchase.

We endeavour to have your order ready as soon as possible, and typically orders are available for collection within 1-3 working days. In some cases however we may need to order stock from the warehouse and this can take an additional 2-3 working days, if this happens then we will send you an email to notify you of this. For country WA and NT this may take an additional 3-5 working days.