Delivery, Returns, Refunds & Exchanges

Due to an overwhelming response to our Afterpay Day sale, order delivery times may be impacted.

We thank you for your patience and remember we have 24/7 chat for any queries.

 

We offer home delivery for our standard sized products from as little as $6.95 per order regardless of the quantity purchased. Home delivery for travel products like duffle bags and small suitcases will cost $9.95, for the first large item/suitcase $16.96, plus an additional charge of $7.00 for each additional large item. We may vary our prices for home delivery at any time, but this will not impact any orders that have already been placed. Please note there is an additional $8.50 for delivery to PO Boxes.

The delivery costs for your order will be highlighted to you in the checkout process. Most of our orders will be delivered to you within 2-6 working days. In some cases, delivery may take longer. For example, if we need to source the product that you have ordered from our warehouse or for other reasons outside of our control such as third party shipping delays and/or extreme weather. Our delivery timeframes are estimates only. You can usually check the delivery status and/or current location of your delivery via our tracking platform “Parcel Perform”, although this is dependent on the information that we receive from the relevant delivery courier.

Once your order has been dispatched, you will receive an email from us with your order details and tracking information.

Deliveries are between 9.00AM and 5.30PM Monday to Friday. Please note there are no weekend or public holiday deliveries.

Our delivery service only covers Australia. Our carriers are unable to deliver to the following locations: airports, hospitals and prisons. We will also at our discretion exclude delivery to any addresses which are considered to be unsecure.

For delivery to New Zealand, please visit www.Strandbags.co.nz.

Please see our Terms of Trade for Online Purchases for further information.

 

 

If you have entered the incorrect address on your order, please let us know by contacting us at 1800 773 777 or customercare@strandbags.com.au, and our team will handle the amendments. If your order has already been picked & packed or shipped, amendments can not be made.

 

 

The progress of your order can be tracked on the internet by following the link in the email we sent you confirming dispatch. Another option is to go to the Strandbags website and click track my order here.

 

 

 

 

 

 

 

If you are not present during an attempted delivery, a card will be left to inform you where your order can be collected instead. You can nominate someone else to get the delivery for you. Simply prepare an authorisation letter and IDs to authorise someone else to accept the package.

 

 

• Yes, a signature upon delivery is required.

 

 

• 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 let us know as soon as possible. You can reach out to us via email us at customercare@strandbags.com.au or use the 'Report Issue' tab on our help centre page here.

 

 

• If you are missing an item in your order, please let us know as soon as possible. You can reach out to us via email us at customercare@strandbags.com.au or use the 'Report Issue' tab on our help centre page here.

 

 

When making your online purchase, you have the option to select "CLICK & COLLECT IN STORE" to collect your online purchase at a store closest to you.

You will be asked to enter your postcode. Once you have entered your postcode, we will check our stores and give you the option to:

• Collect the product you want from a store close to you that has stock available. We always do our best to have your order ready as soon as possible. Typically, orders are available for collection within 1-3 working days. In some cases, however, we may need to order stock from the warehouse, which 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.
•  
• *During busy promotional and gifting periods, it may take longer for orders to be fulfilled.
•  
• Once your order is ready, you will receive an email from us letting you know how to collect your order. Once we have notified you that your order is ready for collection at your selected store, you will have 14 days to collect your order.

To collect your order, you will need to provide proof of your identity (such as a driver's licence) as well as the email order confirmation.

Please see our Terms of Trade for Online Purchases for further information.

The delivery costs for your order will be highlighted to you in the checkout process. Most of our orders will be delivered to you within 2-6 working days. In some cases, delivery may take longer. For example, if we need to source the product that you have ordered from our warehouse or for other reasons outside of our control such as third party shipping delays and/or extreme weather. Our delivery timeframes are estimates only. You can usually check the delivery status and/or current location of your delivery via our tracking platform “Parcel Perform”, although this is dependent on the information that we receive from the relevant delivery courier.

Once your order has been dispatched, you will receive an email from us with your order details and tracking information.

Deliveries are between 9.00AM and 5.30PM Monday to Friday. Please note there are no weekend or public holiday deliveries.

Our delivery service only covers Australia. Our carriers are unable to deliver to the following locations: airports, hospitals and prisons. We will also at our discretion exclude delivery to any addresses which are considered to be unsecure.

For delivery to New Zealand, please visit www.Strandbags.co.nz.

Please see our Terms of Trade for Online Purchases for further information.

 

 

When placing your order online, at Step 2: Shipping of checkout, please select "Click & Collect in Store" and enter your postcode or suburb. This will then bring up a selection of your nearest stores 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 items, you must present a copy of the confirmation email and photo ID card (drivers license or passport only).

 

We kindly ask that all orders are collected within 14 days, after this date we reserve the right to cancel your order if not collected. A notification email will be sent and refund processed.

 

 

There are no fees for store pickups. All you need to pay is the cost of the items you purchase.

 

We always do our best to have your order ready as soon as possible. Typically, orders are available for collection within 1-3 working days. In some cases, however, we may need to order stock from the warehouse, which 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.

• *During busy promotional and gifting periods, it may take longer for orders to be fulfilled.

 

If for some reason you are not absolutely in love with your online order, you can return your order (provided it is unused and in a re-saleable condition) within 30 days of receipt by visiting one of our stores, with your receipt, where we will be happy to give you an exchange for another product or a refund using the original payment method you used to purchase the order.

If you paid for your order using PayPal or a similar online payment service, it may take 5-7 working days for you to receive your refund.

Returning via Post (Delivery Orders)

If you don't want to return your items to one of our stores and wish to send them back by post, then you can post them back to us within 30 days of receipt.

If you decide to return your items by post, then please complete all relevant details on the returns label included with your delivery, including the reason for return. We ask that you pack the items securely, in the original packaging, and include the returns label.

We recommend that you use tracked service delivery as you are liable for your order until it is returned back to us.

Please return to this address:

Attention: Online Returns

Strandbags

1 Kellet Cl.,

Erskine Park

NSW 2759

The cost of returning your items by post is your responsibility in the case of an unwanted or unsuitable purchase(s).

Please allow up to 14 working days for your return to be processed. Unfortunately, if you return your items via post, we are only able to offer refunds and are unable to process exchanges. If you would like to exchange your item, you will need to come into a store or purchase the item on our website.

If for any reason there is a problem with the items you receive, other than a change of mind, please contact our customer service department on 1800 773 777 and they will be more than happy to assist.

Please see our Terms of Trade for Online Purchases for further information, including your rights under the Australian Consumer Law, and nothing in the above Returns Policy is intended to limit those rights.

Once your order is ready, you will receive an email from us letting you know how to collect your order. Once we have notified you that your order is ready for collection at your selected store, you will have 14 days to collect your order.

To collect your order, you will need to provide proof of your identity (such as a driver's licence) as well as the email order confirmation.

Please see our Terms of Trade for Online Purchases for further information.

 

In case you are not in love with what you have purchased, we allow exchanges done in store, within 30 days from the time of purchase. You can visit any Strandbags store near you, and they will be able to assist you. Here is our store locator to help you find stores near your area. Unfortunately, we do not allow exchanges done via Australia Post or without proof of purchase.

 

If you wish to exchange an item you have purchased online, please visit one of our stores within 30 days of the time of purchase, and they will be able to assist you. You can locate your nearest Strandbags store by clicking here. Please note we cannot facilitate an exchange when returning via post or without a proof of purchase.

 

If you wish to exchange an item you have purchased in store, please visit one of our stores within 30 days from the time of purchase, and the staff will be able to assist you. You can locate your nearest Strandbags store by clicking here. Please note that proof of purchase will be required.

 

If you are not completely satisfied with your purchase, you can return the items within 30 days of receipt by visiting any Strandbags store or via Australia Post. If you chose to return the item via post, we are unable to refund the cost of postage and packing of an unwanted or unsuitable purchase(s). In returning items, please ensure that the item is in its original condition with all tags attached and proof of purchase is required.

 

If you are not completely satisfied with your purchase, you can return the items within 30 days of receipt by visiting any Strandbags store or via Australia Post.

 

You must have proof of purchase and the credit card used to make the purchase (if you paid via credit card) when returning the goods. Refunds can only be processed to the same credit card that was used in the purchase transaction.

 

Return Item In Store

FREE & CONVENIENT: You can visit any Strandbags Store (even if the item was purchased from a different branch) and return the item with the receipt within 30 days. Once the refund has been processed, please allow 1-3 working days for this to reflect in your account. Click here to find the most convenient store for you to return your items.

 

Return Item Via Australian Post

• • Please complete all relevant details on the Returns Slip, including the reason for the 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.
  • Either get a certificate of posting or use a tracked service because you are liable for this purchase until it is returned to us. The Certificate of Posting should be kept in a safe place as it bears a unique reference number used to trace your parcel should it fail to be delivered to us.
  • Wait for up to 14 business days for your return to be processed.

 

Please note that we cannot refund the cost of postage and packing for items deemed by you to be unsuitable. Also, we will be unable to make a refund in the event that your parcel is lost without sighting Your Certificate of Posting.

 

Items purchased from our online store can be returned to any of our stores within 30 days of receipt. You must have proof of purchase and the credit card 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 that was used in the purchase transaction.

 

Return Item In Store

You can visit any Strandbags Store (even if the item was purchased from a different branch) and return the item with the receipt within 30 days. Once the refund has been processed, please allow 1-3 working days for this to reflect in your account. Click here to find the most convenient store for you to return your items.

 

Return Item Via Australian Post

• • • • Please complete all relevant details on the Returns Slip, including the reason for the 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.

     

    To arrange a return please visit our returns portal here.  

    •  
    • Please note that we cannot refund the cost of postage and packing for items deemed by you to be unsuitable. Also, we will be unable to make a refund in the event that your parcel is lost without sighting Your Certificate of Posting. Please allow up to 14 business days for your return to be received and processed.

     

In case you have other reasons or problems with your purchase, other than a change of mind, please reach out to us at 1800 773 777 or customercare@strandbags.com.au.

 

 

If your items purchased are faulty, please bring the item(s) along with proof of purchase, to any 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.