FAQ's

FREQUENTLY ASKED QUESTIONS

We're here to help you with your questions. But, in case your questions are not answered here, you can always contact us through email or phone. Our team is more than happy to assist you with your queries.

 

Returns & Exchanges

What is your exchange policy?

In case you are not in love with what you have purchased, we allow exchanges done in store only. 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.

 

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, 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.

 

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, and the staff will be able to assist you. You can locate your nearest Strandbags store by clicking here.

 

What is your returns policy?

Suppose you are not completely satisfied with your purchase. In that case, 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.

 

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

Suppose you are not completely satisfied with your purchase. In that case, 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

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.
  • 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.

 

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 you find that your purchased items are faulty, please visit a Strandbags store with the item(s) and proof of purchase. Our staff will assess the issue and determine the appropriate resolution. To locate your nearest Strandbags store, please click here.

Please Note
The duration of the warranty is stated on the warranty card inside the product and/or in the list of product features on our website. The warranty covers manufacturing defects in materials and workmanship under normal use. The warranty applies to the original purchaser and is non-transferable. The warranty does not cover mishandling by carriers, abuse, misuse, neglect and unauthorised repair. This also excludes normal wear and tear, such as wheels and other moving parts.

 

The item will be sent to our repairer for evaluation. If the damage is deemed to be covered under the warranty, we will gladly repair or replace any faults free of charge.

 

Repairs conducted by an unauthorised repairer will void this warranty.

For further assistance with a warranty claim, please email customercare@strandbags.com.au 

 

Delivery

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. Please note, if your order has already been shipped we are unable to make any amends.

 

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 delivery, which is located on the top-right corner of the homepage. If you have not received your tracking information, please let us know 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.

 

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. However, note that a courier fee will apply to orders that are being 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.

 

How long will my delivery take to get to me?

We would like you to receive your order as quickly as possible. Usually, the estimated time of delivery depends on where the recipient's address is located.

Deliveries are only made between 9:00 AM and 5:00 PM, Monday to Friday. Please note there will be no weekend or public holiday deliveries.

 

*These are only an estimated time of arrival of the purchased items. We are really sorry if there are slight delays from time to time. Please allow extra time for your order to be delivered. Thank you!

For deliveries to New Zealand, please visit http://www.Strandbags.co.nz.

 

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. On the other hand, 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.

• • Ask if needed when the recipient goes to the mentioned address of the pickup - happened when not at home during an attempted delivery.
  • Ask if someone else can get the delivery, but with an authorisation letter and IDs to nominate someone else to accept the delivery.
  •  

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 send us an SMS on +61 483 951 476 or email us at customercare@strandbags.com.au, and the Strandbags Customer Service Team will reach out to you. If you prefer filling out a form instead, you can do so by going here to leave us a message.

 

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. Please contact us at 1800 773 777 or email us at customercare@strandbags.com.au, and the Strandbags Customer Service Team will reach out to you. If you prefer filling out a form instead, you can do so by going here to leave us a message.

 

Browsing

The item I want is out of stock/not available

We always try to keep our stock at a level with demand, but some items may sell out fast. If there is no stock at the nearest store, we will do our best to secure it from another store or warehouse. However, we cannot guarantee that they will have the items you are looking for. So please bear with us while we reach out to other Strandbags stores and warehouses.

 

I want to locate stock in stores

Please 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 on our store locator.

 

I have a question regarding a product

If you have a question regarding one of our products, please send us a message here.

 

How can I provide feedback about a product?

We love hearing from our customers and sharing feedback with our buying teams. If you would like to send us feedback, you can leave us a message here. Alternatively, we also invite you to write a review on a product. This can be found at the bottom of the pages on all of our products on our website.

 

Purchasing

What payment types do you accept?

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

 

How do I pay with Afterpay?

Strandbags accepts payments with Afterpay for orders up to $1000!

• • Add to cart the item you want to purchase and proceed to checkout.
  • Once you reach Step 3: Payment of checkout, select Afterpay as your payment method and click Confirm and Pay.
  • You will be redirected to Afterpay, where you will enter your details and proceed to payment.
  • Once confirmed, you will receive an order confirmation in your email inbox.

Learn more about Afterpay at their help centre.

 

How do I pay with PayPal?

Strandbags accepts payments with Paypal with no minimum purchase.

• • Add to cart the item you want to purchase and proceed to checkout.
  • Once you reach Step 3: Payment of checkout, select PayPal as your payment method and click Confirm and Pay.
  • You will be redirected to PayPal, where you will enter your details and proceed to payment.
  • Once confirmed, you will receive an order confirmation in your email inbox.

Learn more about Paypal at their help centre.

 

How do I pay with Klarna?

Klarna lets you split the cost of your purchase into 4 payments, over 6 weeks. No interest. Just more time to pay for the things you love. Klarna is online only and not currently available in store.

Simply add to cart the item you want to purchase and proceed to checkout. Once you reach payment at checkout, select Klarna as your payment method and click Confirm and Pay. Once the order is confirmed, you will receive an order confirmation in your email inbox.

Learn more about Klarna here.

 

How do I pay with a gift card?

•  

Stranbags offers the gift of choice through gift cards you can send via express post and email.

• • • Add to cart the item you want to purchase and proceed to checkout.
    • Once you reach Step 3: Payment of checkout, select Gift Card as your payment method.
    • Enter your Gift Card Number and Access Code and click apply.
    • After applying the gift card information, click Confirm and Pay to confirm the purchase.
    • Once confirmed, you will receive an order confirmation in your email inbox.

You can purchase a gift card in store and online here as your next surprise to your loved one.

 

How will I know if my order is successful?

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.

 

I still have not received my order confirmation email

If you have checked your email and are still unable to find your order confirmation, you can reach out to us in three methods:

1. SMS our customer service team at +61 483 951 476
2. Email us at customercare@strandbags.com.au
3. Fill out a form to leave us a message by going here.

After reaching out to us, a respective Strandbags Customer Service Team Representative will accommodate your concern as soon as possible.

 

How do I check my order status?

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

 

Do you price match?

We pride ourselves on having the best possible prices on your favourite items at Strandbags. If ever you find the same item being sold for less elsewhere, we are happy to match the price as long as it falls under our price match terms and conditions. Simply email us at customercare@strandbags.com with a link to the competitor's website, and we will handle the rest!

 

My credit card details are not being accepted

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

 

My Afterpay account details are not being accepted

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

 

My PayPal account details are not being accepted

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

 

How secure is my personal information?

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.

 

Do you allow corporate orders?

Yes, we do! Businesses can purchase in large quantities, with at least 10 items. If you are interested in buying items for your conferences, company-wide events and more, please reach out to us through the following methods so that we can help make the process easier and more affordable for you.

1. SMS our customer service team at +61 483 951 476
2. Email us at customercare@strandbags.com.au
3. Fill out a form to leave us a message here.
4.  

Do you offer student discounts?

Yes, we offer discounts for students when purchasing items from Strandbags! Get 30% off selected items and an extra 10% off at Strandbags with Student Beans. Simply use our Strandbags student discount code at the checkout to get the additional 10% off your purchase. Terms and conditions apply to this offer.

 

To get access to the discount, register an account and verify your student status with Student Beans. Go here to register an account and get geared for school or university.

 

Having trouble creating an account or logging into Student Beans?

If you are having trouble with your account on Student Beans, please visit their help centre by clicking here.

 

How do I change my order?

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

 

How do I cancel my order?

If you would like to cancel your order, please let us know here. Please note that we are only able to cancel orders before it is shipped. Once your order has been cancelled, please allow 3-5 working days for the refund to be processed to your account.

 

My shopping bag is empty even though I added an item to it

Your shopping bag will time out after 30 minutes. 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

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

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).

 

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?

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.

 

Strand Plus Loyalty Program

How can I become a member?

Becoming a Strand Plus Loyalty Program member gives you access to perks all year long, such as vouchers, offers, a birthday surprise and more. Find out more about the loyalty program here.

 

You can easily become a member by doing the following steps:

1. Go to the top-right part of the homepage and click Perks.
2. You will be then redirected to the Strand Plus Loyalty Program. Upon arriving at this page, click the Join-Sign Up tab on the left side of the page.
3. Complete the sign-up form with the necessary details and click the submit button.
4. Wait for your confirmation email. Once it arrives, click the acceptance link to join the Strandbags Loyalty Program.

 

How do I activate my card?

Activating your Strandbags Loyalty Card is easy!

1. Go to the top-right part of the homepage and click Perks.
2. You will be then redirected to the Strand Plus Loyalty Program. Upon arriving at this page, click the Activate Your Card tab on the left side of the page.
3. Fill out the necessary fields and click submit to proceed. Choose In Store Sign Up if registered via store while choose Online Sign Up if created an account online.

 

How do I redeem a loyalty voucher at the checkout?

Please ensure you are logged in to your loyalty account first, which you can find in the sign-in option below the Redeem a Loyalty Voucher box. After you have signed in to your loyalty account, you will be able to redeem your voucher.

 

How can I log in to my loyalty account?

There are two ways you can log in to your Strandbags Loyalty Account:

 

Homepage Option 1

1. Go to the top-right part of the homepage and click Perks.
2. You will be then redirected to the Strand Plus Loyalty Program. Upon arriving at this page, click the Account Management tab on the left side of the page.
3. Input your card number or registered email address and password, and click submit to log in.

 

During Checkout

1. Go to checkout, which can be found in the top-right corner of the page.
2. Select Loyalty Members and input your registered email address and password.
3. Click Secure Checkout, and you are logged in while proceeding to checkout your desired item.

 

How do I log out of my loyalty account?

Currently, there are two ways you can sign out your Strandbags Loyalty Account:

1. Click Perks found on the top right-hand corner when on the homepage, and click the Account Management tab. There should be a link at the bottom offering to sign out.
2. Close the browser - this will automatically log you out.

 

I am having difficulties signing in to my loyalty account

If you are experiencing problems signing in to your loyalty account, please let us know through the following methods:

1. SMS our customer service team at +61 483 951 476
2. Email us at customercare@strandbags.com.au
3. Fill out a form to leave us a message here.

Our staff is always happy to assist you with your concerns.

 

How can I change/update my loyalty account details?

You can change your details through the following steps:

1. Go to the top-right part of the homepage and click Perks.
2. You will be then redirected to the Strand Plus Loyalty Program. Upon arriving at this page, click the Account Management tab on the left side of the page.
3. Log in with your Strandbags Loyalty account and start updating your details.

 

How can I change my Loyalty Account password?

1. Go to the top-right part of the homepage and click Perks.
2. You will be then redirected to the Stran Plus Loyalty Program. Upon arriving at this page, click the Account Management tab on the left side of the page.
3. Log in with your Strandbags Loyalty account and proceed to the bottom part of the page.
4. Click Change Password and input your new password.
5. Click Save Changes to save the new password that you will use on your next login.

 

Can I retrieve my old Loyalty Account password?

No, unfortunately, you cannot retrieve your old password. But, you can change your password without logging in case you have forgotten it.

1. Go to the top-right part of the homepage and click Perks.
2. You will be then redirected to the Strand Plus Loyalty Program. Upon arriving at this page, click the Account Management tab on the left side of the page.
3. Click Forgotten Password? and you will be redirected to the request new password page.
4. On the request new password page, fill out the necessary details and click submit.
5. After submitting your details, we will send you an email containing a link to your Account Management page to update your password.