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Delivery, Returns, Refunds & Exchanges

During sale events, delivery times may be extended due to high order volumes. Please allow 3-10 business days. We appreciate your patience and understanding.

STRAND EXTENDED RETURNS POLICY

 

To ensure our customers are wrapping Joy this festive season, we will offer an Extended Returns period. All customers who make a purchase between 20th November and 26th December will be eligible to exchange or return their items by Sunday 25th January 2025.

 

Returns made with a Receipt: A refund, exchange or credit note will be offered provided that the products are returned to their original condition, with tags attached.

 

Returns made without a Receipt: An exchange or credit note will be offered provided that the products are returned in original condition, with tags attached, at the current product value.

 

Please refer to the STRAND Refunds and Exchange Policy for more details.

 

DELIVERY

How long will my delivery take to get to me?

Delivery:

Delivery is estimated within 2-7 business days from the time of placing your order. For regional areas, please allow up to 10 business days.

 

Note: During sale events, delivery times may be extended due to high order volumes. We appreciate your patience and understanding.

 

Click & Collect:

Click & Collect orders are typically ready within 1-3 business days from the time of placing your order. In some cases, however, we may need to order stock from the warehouse, which can take an additional 2-3 business days.

 

Note: During sale events, Click & Collect availability may be further delayed due to high order volumes. We appreciate your patience and understanding.

 

How do I change my delivery address?

 

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.

 

How can I track my order?

 

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.

 

How much does delivery cost?

 

Our standard delivery rates vary based on the size of the items, starting from $6.95 per order. Please refer to the table below for the prices.

Item Size Standard Delivery Additional Items
Small - Wallets/Handbags/Cosmetic Bags $6.95  
Medium - Duffle bags/Small Suitcases $9.95  
Large - Medium Suitcases/Large Suitcases $16.95 + $7 per item

 

The total delivery costs will be computed during checkout.

 

Can my order be delivered to a PO Box/locker?

Yes, your order can be delivered to PO boxes and lockers.

Please also ensure the dimensions of the items you have ordered will fit in your PO Box/locker. 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.

 

Do you ship internationally?

Sorry, we do not ship internationally. We only deliver to mainland Australia and Tasmania presently.

 

What if I am not at home when my order arrives?

 

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.

 

Do I need to sign for delivery?

 

  • Yes, a signature upon delivery is required.

 

The item I received is not what I ordered?

 

  • 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.

 

I am missing an item in my order

 

  • 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.

 

CLICK & COLLECT

Click & Collect In Store

If stock is available in your store of choice, then Click & Collect orders are usually ready within 24 hours from the time of placing your order. In some cases, we may need to order stock from our warehouse which can take up to 7 days - please review stock availability when placing your order.
 
Note: During sale events, Click & Collect availability may be further delayed due to high order volumes. We appreciate your patience and understanding

 

  • 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.

 

Goods will be held for 14 days from the date you are notified that your order is ready for collection. After this period, the order will be cancelled and any deposit paid will become refundable. Deposit refund to be claimed in store.

 

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

 

How do I choose to pick my order up in store?

 

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.

 

How much will picking up my order cost?

 

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

 

How long will the pick up option take?

If stock is available in your store of choice, then Click & Collect orders are usually ready within 24 hours from the time of placing your order. In some cases, we may need to order stock from our warehouse which can take up to 7 days - please review stock availability when placing your order.
 
Note: During sale events, Click & Collect availability may be further delayed due to high order volumes. We appreciate your patience and understanding

RETURNS, REFUNDS & EXCHANGES

Returns Information

 

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.

 

What is your exchange policy?

 

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.

 

How do I exchange if I purchased online?

 

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.

 

How do I exchange if I purchased in store?

 

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.

 

What is your return policy?

 

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.

 

How do I return items if I purchased them in store?

 

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.

 

How do I return items if I purchased them online?

 

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.

 

What if the item is faulty?

 

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.

 

EXTENDED RETURNS

To ensure our customers are wrapping Joy thisfestive season, we will offer an Extended Returns period.

All customers who make a purchase between 16th November and 27th December will be eligible to exchange orreturn their items by Sunday 26th January 2025.

Returns made with a Receipt: A refund, exchange or credit note will be offered provided that the products are returned in original condition, with tags attached.

Returns made without a Receipt: An exchange or credit note will be offered provided that the products are returned in original condition, with tags attached.

At STRAND we want to ensure that the bag and the experience is always loved