Help

Frequently Asked Questions

Ordering & Payment

Shipping & Delivery

Returns

Products

To ask a question click here or call us.

Ordering & Payment

Top of Page

How can I order a product?

To order you have two choices: you can place an order online via the webstore, or you can place an order by phone.
Ordering via the webstore is secure (you can verify our Security Certificate by clicking on the 'Secured by Thawte' icon that is on every secure page of the site).   To order simply proceed to the check-out page, enter your delivery and billing information, review and submit your order, and you're done!
To order by phone, call us during business hours: Monday to Friday 9 AM to 6 PM, and Saturday 10 AM to 4 PM (GMT + 10).  Within Australia call (03) 9015 9327, for the US: (347) 410-9595 and for the UK & Europe: +44 020 8144 0460.
If you have any questions about ordering you can always email or call us directly.

What methods of payment do you accept?

We accept Mastercard, American Express, and Visa.

Are my credit card details secure?

In order to protect sensitive cardholder information we do not store credit card details on our server.  All card transactions are securely processed by Worldpay (part of the Royal Bank of Scotland Group).

Why are your prices listed in US Dollars?

Since opening in 2007, we've noticed that 90% of all our orders come from the U.S.
To facilitate a more seamless ordering process for the majority of our customers, we've started to process all orders by default in US dollars.
We are also able to process Euros and Australian dollars: if you would like to pay in either of these currencies, please contact us to complete your order.

My order has been successfully submitted: what now?

You will receive an email confirming your order.  Please check carefully that it does not contain any errors (if it does you should contact us immediately).  Your order will be assembled and shipped within 48 hours unless you have pre-ordered a bag (which usually ships in 3 to 4 weeks - see here).
A tracking number will be provided - only if you have chosen Express Post International - and emailed to the email address provided during checkout.
Click here to be taken to the Express Post International tracking tool.

My order is marked as 'Pending' or 'Processing', what exactly does that mean?

All orders (including pre-orders) are marked as 'Pending' until your card has been billed.  For items in stock, the order status then moves on to 'Processing', and finally 'Completed' once your order has been dispatched.  For pre-orders, it moves on to 'On Order', then 'Processing', and then 'Completed'.
Please note: the 'Processing' stage (last preparations for the order) will generally last 48 hours at the most.  If you have placed a pre-order the 'On Order' stage will last until production of your bag is complete (3 to 4 weeks).
If you would like at any time a more precise update on your pre-order email us here or call us.

When will I be billed?

Items in Stock and pre-orders: your card will be charged usually 48 hours after the date of your order.

I have placed an order but have not heard from you yet.

An automatic email order confirmation is generated for every successful order.  For every phone order an email confirmation is also sent.
Check to see if your email software or provider has not marked messages from us as spam.
In the event that you do not receive an email order confirmation please email or call us.

Can you send me a receipt for my purchase?

An email receipt is generated for every order and sent to the address specified during checkout.  A printed receipt will be issued and included in your package.

Can I order an item currently out of stock?

Yes: we now accept pre-orders for some of our items.
If you wish to place a pre-order online, just place the product in your shopping cart (you will see in your cart an estimated shipping time for your pre-ordered product) and proceed through check-out as normal.
If you wish to place an order by phone, just specify your product of choice: we will give you an estimated shipping time for your order.
Your credit card will be charged usually 48 hours after your order.  You will be updated via email on the status of your order.

Shipping & Delivery

Top of Page

How long will delivery take?

International Orders: if you have selected the Air Mail option, allow 10 to 15 business days for delivery.  If you have selected the Express Post option, allow 4 to 6 business days for delivery.
However, please note that in all cases this is only an estimate and may be affected by certain factors such as Customs delays and missed deliveries.
Within Australia: orders are sent via Registered Post - count approximately 3 to 5 business days to delivery.

Who do you ship with?

Our shipments are handled by Australia Post.  Australia Post's Express Post International shipments can be tracked online.
Click here to be taken to Australia Post's tracking facility.

Do you deliver to Post Office boxes?

Unfortunately, for reasons of preventing potential credit card fraud and missed deliveries, we cannot deliver to P.O. boxes.  In addition, the shipment must be signed for upon delivery.

Which countries do you ship to?

We can ship internationally to all countries that Australia Post services (if you live there, chances are we ship there). If we find that we are unable to ship to your country your card will be refunded and your order cancelled.

How can I track the status of my order?

You may view the status of your order here (you may need to sign in if you have not done so already).  Click on the 'view' button next to the order you wish to track.  Your order's current status will be listed under 'Status History & Comments'.  A tracking number will be listed as soon as your order is marked as 'Dispatched'.
Please note: if you placed an order without having a prior account with us, an account will be created for you automatically so that you may track your order.   You will be provided with a randomly generated password to log in, which you can change.
Please email or call us for any order update or questions.

Returns

Top of Page

What is your Return and Exchange policy?

If you changed your mind: we accept returns within 30 days of delivery, as long as the items returned are unused, in their original condition and packaging.  We can offer you a store credit, exchange for another of our products, or refund (please note that you will be responsible for all shipping costs, and that original shipping charges are non-refundable).
If we made a mistake: if we shipped a defective item to you, or the wrong item, we can offer you a store credit, exchange for another of our products, or refund, including all shipping costs associated with your order.
Please visit our Terms & Conditions of Trade if you need more details or email or call us, and note that if you intend to return or exchange an item, you must contact us before shipping your item back to us.

How do I return an item?

Before returning your item, you must notify us by email or by phone.   Briefly explain to us the reason for returning your purchase, and what you wish to do (exchange, obtain a refund,...).
In addition, we strongly advise using an insured and trackable method of shipment to return your item, as we cannot accept liability for items damaged or lost in transit.

We will notify you by email when we have received your return to discuss available options for your claim.

How long do exchanges and refunds take to process?

If you are exchanging for an item in stock, your new item will ship within 48 hours once we have received your return.
If you are exchanging for an item on pre-order, your new item will ship within 3 to 4 weeks once we have received your return.
Refunds are usually processed within 24 hours of receiving a return, but might take up to 7 working days to show up in your account.
We always email a Transaction ID number once we have processed a refund for your records, which can be used for tracking your refund.

Products

Top of Page

So, what is the idea behind the construction of the products?

Depending on the design, our bags are broken up into a few or a lot of individual components.  We make pre-existing colour combinations available to you, but if you feel like customising further send us an email or call us and we'll do our best to accommodate your wishes.

Will any or all the components be made to order?

We have started accepting pre-orders for some of our products.  However, this is clearly stated on the product page, and in the shopping cart you will see an estimated lead-time to shipping of your purchase.
If the add to cart button says 'add to cart' on the product page and not 'pre-order', it means that the item is available to be shipped within 48 hours (excluding weekends).
If you would like to confirm availability of a certain product, email or call us.

Do you offer a warranty on your bags?

Yes: please visit our Terms & Conditions of Trade to read about it.

How do I care for my bag?

Leather is a natural material that needs some extra attention now and then.  There are some definite dont's when cleaning leather: you mustn't use any harsh chemicals (household cleaning or spirits for example), or expose the leather in the sun to dry.  It is better to clean your bag with warm water and a clean cloth first (avoid flannel, as it will leave fluff on the leather).  Follow by a leather conditioner if necessary.
If your bag is in mixed materials clean the nylon part with warm water first, and follow if needed by a weak solution of warm water and soap.   Do not scrub vigorously!  Allow to air dry.
To store your bag, you should use the care bag included in your original shipment: it is made from a material that allows the leather to breathe.