To check stock levels in your local store, visit the page of the product you want and enter your postcode in the search bar under the "Delivery & Collection Options" tab. You will see an estimate of delivery times and costs, as well as current approximate stock levels for a few nearby stores.
FAQs
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Please contact us via one of the below channels to receive assistance from one of our team!
Live Chat 10am - 4pm Monday to Friday, expect for public holidays.
Customer Care Contact Number: 1800 773 777
SMS +61 483 951 476
Email Address [email protected]
*Please be advised our customer service team are available between 09:00-17:00 Monday-Friday, excluding NSW public holidays.
FAQs
How can I get my receipt?
We are more than happy to provide you with your receipt.
If you are a Strand+ Loyalty member, please confirm the email linked to your account and the item that you require your receipt for and we can search your account to locate this for you.
Alternatively, to assist us in processing your request efficiently, could you please provide the following specific details of the transaction:
- Store of Purchase:
- Value:
- Date of Purchase:
- Product Description:
- Method of Payment / Bank Statement (if applicable):
Once we receive this information, we will promptly assist you in obtaining your receipt.
How do I change the email on my account?
If you wish to update your email address, please create a new account with the desired email address. Once you have done so, please inform us of both the old and new account details, and we will gladly merge the two accounts for you. This will ensure that your new email address is successfully updated in our system.
You can create a new account here: https://www.strandbags.com.au/account/login
If any contact information is preventing you from doing so, please contact our Customer Care Team [email protected] for further assistance.
How do I unsubscribe?
If you would like to receive benefits from the Strand+ Loyalty program but don't want to receive as many promotional emails, please login to your account through our website, head to the Account page, and click "View Email Preferences" in the My Account Details tab. You can then opt in to weekly, once a month or only receive marketing emails when there is a discount or exclusive offers.
If you would like to unsubscribe from all emails completely but have your purchases kept on file for warranty purposes we kindly invite you to click the link here: Unsubscribe Link, and put in the email address associated with your loyalty account.
*You will then be unsubscribed from the Strand+ Loyalty program and will not be entitled to rewards.
How do I check if my local store has the item in stock?
How do I provide feedback about my experience?
Please email us at [email protected] outlining the nature of the complaint, and we will ensure this feedback reaches the necessary parties.
Your insights will serve as a crucial guide as we strive to uphold our brand standards and values.
What are the Terms of the current promotion?
You can read about our current promotions and their terms here.
How do I make a warranty claim?
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 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 [email protected]
How do I apply for a job with Strand?
Please see a link to our career opportunities page here: Join Team Strand!
Do you offer Laybys in store?
Unfortunately with limited storage space in our stores and low customer demand, the business has decided to move away from offering laybys. We understand that the removal of laybys from our stores has been disappointing for some of our customers and apologise for this.
We do offer AfterPay and other forms of Buy Now Pay Later payment methods online and in-store.
Strand+ Loyalty Program
How can I become a member?
Becoming a Strand+ 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.
It’s easy – all you need is a valid email address. Just drop into any store to join, or click here. Once that’s done, your membership is ready to go.
How do I login to my Strand+ Account?
There are two ways you can log in to your Strand+ Loyalty Account:
Via Our Homepage
- Go to the top-right part of the homepage and click Account.
- You will be then redirected to the Strand+ Loyalty Program. Upon arriving at this page, click the Account Management tab on the left side of the page.
- Input your card number or registered email address and password, and click submit to log in.
During Checkout
- Go to checkout, which can be found in the top-right corner of the page.
- Select Loyalty Members and input your registered email address and password.
- Click Secure Checkout, and you are logged in while proceeding to checkout your desired item.
How do I log out of my Strand+ Account?
Currently, there are two ways you can sign out your Strand+ Loyalty Account:
- Click Account, 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.
- Or you can close the browser - this will automatically log you out.
I am having difficulties with my loyalty account
If you are experiencing problems with your loyalty account, please let us know at [email protected].
Our staff are always happy to assist you with your concerns.
How do I redeem my loyalty voucher?
Please ensure you have logged in first through the account page link below using your email address and password before attempting to redeem your voucher. Strand Account Login
To redeem a voucher, you simply need to select the product/s you wish to purchase and add them to your bag. Once you have finished browsing select the bag icon at the top right of your browser then select proceed to checkout.
Once there you should see a Voucher Code box, select the box and enter your voucher code. If your purchase qualifies as per the voucher Terms and Conditions it will be applied.
If you are having troubles with your voucher redemption, please email our Customer Care team at [email protected] for assistance.
How to apply my 10% welcome code
The 10% off welcome voucher should have been sent to your email address.
Please use the below voucher details to complete your online purchase.
Please note – the discount only applies to full price items and is not in conjunction with any other offer including markdown or clearance items.
Please use the below voucher details to complete your online purchase.
Please note – the discount only applies to full price items and is not in conjunction with any other offer including markdown or clearance items.
Voucher Codes: WELCOME10
Please ensure you have logged in first through the account page link below using your email address and password before entering any voucher details at the checkout.
Once you have added your items to your bag and are ready to complete your purchase, select proceed to checkout and enter the voucher number in the required voucher code box on my bag order summary page then select proceed to check out again which will then take you through to delivery and payment.
Terms and conditions can be read here: https://www.strandbags.com.au/pages/loyalty-terms-and-conditions
When will I receive my loyalty voucher?
As a member, you will earn a $5 voucher for every $50 you spend in store or online at Strand.
Please note that loyalty vouchers are sent every six months during a "spend period" (see these periods below) and are directly emailed to the address linked to your account. During each six month period, for the first $50 you spend, $10 is added to your total accumulated amount.
Every purchase of $50 after that adds $5 to that total. The total at the end of the six month "spend period" is then sent as a voucher. For example, if between the months of February and July you spend a total amount of $200, in August when the vouchers are issued, you would receive a Loyalty voucher of $25.
Spend Period 1: 1st January to 30th June voucher sent end of July (that year)
Spend Period 2: 1st July to 31st December voucher sent end of February (the following year)
Spend Period 2: 1st July to 31st December voucher sent end of February (the following year)
Please keep an eye on your emails around the end of July and end of February for when these Perks vouchers are sent.
If you require any further information please do not hesitate to contact our Customer Care team at [email protected] or see further details on our website.
How to apply my 10% birthday voucher
The 10% off Birthday voucher should have been sent to your email address; please check your junk/spam folders to see if the email came through. If the voucher has not been received, please use the below voucher details to complete your online purchase.
Please note – the discount only applies to full price items and is not in conjunction with any other offer including markdown or clearance items.
Please note – the discount only applies to full price items and is not in conjunction with any other offer including markdown or clearance items.
Voucher Codes: BIRTHDAY or Voucher Number 99997777700005
Please ensure you have logged in first through the account page link below using your email address and password before entering any voucher details at the checkout: Strand Account Login
Once you have added your items to your bag and are ready to complete your purchase, select proceed to checkout and enter the voucher number in the required voucher code box on my bag order summary page then select proceed to check out again which will then take you through to delivery and payment.
To use in-store: show your birthday email and, at checkout, advise staff of your loyalty account details and the voucher number to redeem.
I'd like to add a transaction to my loyalty account
Please send through your web order or receipt number, along with your loyalty account details, to our Customer Care team at [email protected], and we can add this transaction for you. We look forward to providing further assistance!
I didn't receive my loyalty voucher
If you did not receive a Loyalty Voucher via email, please first check your Spam folder to see if it was delivered there.
If you cannot locate it in your spam, please email [email protected] so our team can investigate.
My order isn't showing on my loyalty account
Please be advised that an order will only be added to your purchase history once completed, i.e. collected from your chosen pick-up store, or dispatched from a fulfilment centre.
If you cannot see a purchase which should be linked to your account, please get in touch with our Customer Care team.
Browsing
The item I want is out of stock/not available
We always try to keep your favourite items in stock, however some items may sell out fast. If there is no stock at your nearest store, please reach out to Customer Care at [email protected] and we will do our best to secure it from another store or our warehouse.
I have a question regarding a product
If you have a question regarding one of our products, please contact your nearest store (store locator) or please email [email protected].
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 contact us via email to [email protected]. Alternatively, we invite you to write a review on the product directly. Reviews can be found at the bottom of the page on all of our products on our website.
Purchasing
What payment types do you accept?
Through our website we accept Visa, Mastercard, American Express, PayPal, AfterPay, ZipPay, and Strandbags Gift Cards.
In our Stores we accept Visa, Mastercard, American Express, AfterPay, Apple Pay, ZipPay and Strandbags Gift Cards.
How do I pay with Afterpay?
Strandbags accepts payments with Afterpay for orders up to $1000; conditions apply.*
Afterpay allows you to enjoy your shopping now and pay it off in 4 fortnightly interest-free instalments.
Online Payment:
Add to cart the item you want to purchase and proceed to checkout.
- At 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.
- In Store Payment:
- Open the Afterpay App and tap the barcode icon to create your barcode. This barcode will be scanned at checkout.
Learn more about Afterpay at their help centre.
*If you make repayments on time, you’ll only ever pay the price of the item you’ve purchased. The only fees Afterpay charges are late fees for missed payments. Please note that Afterpay is not a service provided by Strandbags. It is a facility offered by Afterpay Pty Ltd.
How do I pay with PayPal?
Strandbags accepts payments with PayPal with no minimum purchase, online only.
- Online Payment:
- 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 Latidude Pay?
Please visit Latitude Pay to see full terms and conditions on this payment method. Online only.
How do I pay with a gift card?
Strandbags offers the gift of choice through gift cards you can send via express post and email.
- Online Payment:
- 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.
- In Store Payment:
- Please present your card to the cashier at time of payment. You will require the card number and pin to complete the transaction.
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, please reach out to us at [email protected]. Please include your full name and the email address used at the time of placing your order.
After reaching out to us, a Strandbags Customer Care Representative will be in touch 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 select 'track my order' in our help centre.
Do you price match?
At Strand, we want to offer the best prices on our great quality products. With our Price Match Policy, we’ll happily match any competitor’s price for the same in stock product.
- If you wish to purchase this online, you would pay the price advertised on our website. Once you have done so, we would then partially refund the difference back to your payment method to price match this. Please advise if you do place the order with us by replying to your order confirmation so we can adjust this.
- Alternatively you can simply proceed to a store, show the team the competitor's website that shows the item and make your purchase at the discounted price on the spot.
- We only match prices from reputable retailers in Australia and New Zealand and excludes clearance or liquidation sales, warehouse outlets, duty free stores, unauthorised websites or resellers and second-hand retailers. Our team can help identify these.
For our online customers, please contact our team before making your purchase. Email the details to us at [email protected] and will get back to you as soon as possible.
Please be advised that while we do offer different promotions instore and online, our store teams can also price match our website upon request.
You can also read our price match policy here.
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.
- Call our customer service team at 1800 773 777
- Email us at [email protected]
Do you offer student discounts?
Yes, we currently have a discount for students offered through UNiDAYS! Please visit our website here to sign up and receive 20% off full priced items.
Terms and Conditions
*Student Discount: Available on selected full-priced items while stocks last. Excludes clearance and Sale. Offer is not valid in conjunction with any other promotional voucher, on a prior purchase, on shipping costs, on sale or markdowns products or on the purchase of Gift Vouchers. Follow prompts on student discount page to receive your code. Offer is not transferable. Ongoing offers are subject to change without notice. We reserve the right to: (i) withdraw the promotion at any time; and (ii) change the terms and conditions including extending or reducing the promotion period.
Having trouble creating an account or logging into UNiDAYS?
If you are having trouble with your UNiDAYS account, please visit their help centre by clicking here.
How do I change my order?
Once an order has been placed we unfortunately it cannot be amended. 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 has been processed. Once your order has been cancelled, please allow 3-5 working days for the refund to be processed to your account. Please be advised cancellations can only be actioned during business hours between 09:00-17:00 AEDT Monday-Friday, excluding NSW public holidays.
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 has been processed. Once your order has been cancelled, please allow 3-5 working days for the refund to be processed to your account. Please be advised cancellations can only be actioned during business hours between 09:00-17:00 AEDT Monday-Friday, excluding NSW public holidays.
My shipping box 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.
I've Been Overcharged
Thank you for reaching out to us. We genuinely regret any inconvenience caused by your recent experience and the issue of overcharging.
To swiftly address this matter and provide you with the necessary assistance, we kindly request that you respond to this email with your bank statement displaying the relevant transactions, along with the confirmation of your successful purchase.
Rest assured, upon receiving these details, we will promptly escalate the matter to our Finance Department for a thorough investigation and the necessary action to process any required refunds or reversals.
Thank you for your understanding and cooperation.
The item I bought is now on sale
Thank you for your enquiry!
We're delighted to assist you with your request for a refund for the price difference, provided that the products are returned in their original condition with tags attached and within 30 days of purchase.
Simply bring your receipt and the item/s to our store, and our team will gladly process an exchange for you at the previously discounted price. 😊
Product Quality
Our teams strive to provide our customers with the best range of quality products across our range. If you believe your item may be faulty, damaged, or incorrect, please head to one of our Strandbags stores to discuss this with our friendly staff, or email Customer Care at [email protected].
How do I buy a gift card?
Credit notes
Credit notes must be used in-store; we apologise for any inconvenience! However, you can use your credit note to purchase a gift card which can be used instore or online, or email your credit note details to [email protected] and we can convert the value onto a gift card for you 😊
How do I check my gift card balance?
At this time, Strandbags Gift Cards are single use. If you choose to make a purchase using a gift card and the value of the purchase is less than the value of the gift card, you will be issued with a credit note valued at the remaining balance.
If you were not issued with your credit note, please provide our Customer Care team with the barcode number on the back of your gift card and we can locate the details of your remaining balance for you.
Click and Collect
How do I choose to pick my order up in store?
When placing your order online, at 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 contact 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?
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 click & collect location?
Please send us an email to [email protected] letting us know the store you would like the order to be collected from and we'll update it for you. Please note that this may increase the pick up timeframe if your product needs to be ordered in to the new location.
I want to change my delivery to a pick up
If you have entered the incorrect fulfilment type on your order, please let us know by contacting us at 1800 773 777 or [email protected] and our team will attempt to handle any amendments. Please note, if your order has already been picked & packed or shipped, amendments can not be made.
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 [email protected] and our team will attempt to handle any amendments. Please note, if your order has already been picked & packed or shipped, amendments can not be made.
How can I track my order?
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.
Delivery
The total delivery costs will be calculated 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?
**Due to high volumes during our promotional period we are experiencing longer than normal delivery and dispatch timeframes**
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.
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 dispatched and delivered during peak and promotional periods. Thank you!
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.
For deliveries to New Zealand, please visit http://www.Strandbags.co.nz.
What if I am not at home when my order arrives?
We do not require a signature on delivery. If nobody’s home, your parcel will be left at the address – as long as there’s somewhere safe. You may update to 'signature required on delivery' via the Auspost App.
Do I need to sign for delivery?
- Deliveries will not require signature.
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 [email protected] 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 ensure you have unzipped any larger items as small pieces are often stored inside.
If you are still unable to locate the items please let us know as soon as possible.
You can reach out to us via email us at [email protected] or use the 'Report Issue' tab on our help centre page here.
The item I received is damaged
We are sorry to hear of any issues with your order! We take great care in packing your order. In the unlikely event of an item being damaged 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 [email protected] or use the 'Report Issue' tab on our help centre page here.
I want to change my pick up to a delivery
Please send us an email to [email protected] letting us know your delivery address and we'll update it for you.
The estimated time of delivery depends on many factors including but not limited to - where the recipient's address is located, stock levels and courier delays.
Most Areas in Australia we estimate from 1 - 5 working days.
Regional locations, WA and NT can take up to 8 working days.
*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. Please note - Deliveries are only made between 9:00 AM and 5:00 PM.
My order is marked as "delivered" but I haven't received it
If you are unable to locate your parcel but the courier has confirmed delivery, please start by lodging an inquiry directly with the courier.
For orders delivered by Australia Post, please use the following link: Help and support
For orders shipped via StarTrack, please use this link: StarTrack Support.
Please allow the courier’s support team time to investigate your inquiry before contacting us.
If the courier support team is unable to resolve the issue, please inform us with your inquiry number, and we will further investigate the matter.
Returns & Exchanges
What is your exchange policy?
In case you are not thrilled with your purchase, we allow exchanges within 30 days from the time of purchase. You can visit any Strandbags store near you, and they will be able to assist you. Please see our store locator to find stores in your area. Unfortunately, we do not allow exchanges via Australia Post.
Exchanges with a Receipt: An exchange will be offered provided that the products are returned in original condition, with tags attached.
Exchanges without a Receipt: An exchange will be offered (to the current value of the item) provided that the products are returned in original condition, with tags attached.
Products purchased at Strandbags Factory Outlet Stores may only be returned to Strandbags Factory Outlet Stores for refund or exchange.
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.
Products purchased at Strandbags Factory Outlet Stores may only be returned to Strandbags Factory Outlet Stores for refund or exchange.
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 our exchange policy.
Products purchased at Strandbags Factory Outlet Stores may only be returned to Strandbags Factory Outlet Stores for refund or exchange.
What is your refund policy?
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 2025 will be eligible to exchange or return their items by Sunday 25th January 2026.
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.
Strand Refund Policy
Refunds can only be processed under the following conditions:
- Change of Mind Returns: Returns must be made within 30 days of purchase, with items in resalable condition, including original tags, accessories, and attachments.
- Proof of Purchase: A valid proof of purchase is required, which may include a Strand Store receipt, Strand online order receipt, Strand Loyalty account purchase history, or a bank statement.
- Original Payment Method: Refunds must be issued to the original payment method, using the same card or digital platform (e.g., Apple Pay, Google Pay, AfterPay). Refunds cannot be processed to an alternate tender.
- No Proof of Purchase: If proof of purchase cannot be provided, a refund cannot be issued. Instead, an exchange or store credit will be offered, to the current value of the item.
Goods purchased at Strandbags Factory Outlet Stores may only be returned to Strandbags Factory Outlet Stores for refund or exchange.
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 [email protected].
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 a Strandbags store or via Australia Post.
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 Australia 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.
Products purchased at Strandbags Factory Outlet Stores may only be returned to Strandbags Factory Outlet Stores for refund or exchange.
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 Australia 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 [email protected].
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.
All Faulty returns must have proof of purchase receipt provided in the form of a Strand store purchase receipt, Strand online order receipt, Strand Loyalty account purchase history or Bank Statement.
Where proof of purchase cannot be provided for a faulty return, a credit note or an exchange to the current value of the item will be given.
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 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 [email protected]
Full Returns Policy
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 2025 will be eligible to exchange or return their items by Sunday 25th January 2026.
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.
Our Return policy which is written on the bottom of our receipt is as follows. Please note you can return your purchase at any of our Strandbags stores:
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 2025 will be eligible to exchange or return their items by Sunday 25th January 2026.
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.
Our Return policy which is written on the bottom of our receipt is as follows. Please note you can return your purchase at any of our Strandbags stores:
Faulty Goods
We will gladly accept product returns where:
-The product is faulty.
-The product does not fit the purpose for which it is commonly bought.
-The product does not match the sample description.
With your original receipt - We will offer a repair (luggage only), an exchange, a refund or a credit note.
Without your original receipt - We will offer a credit note or exchange for the current value of the item.
Change of Mind Return
If you have changed your mind, and provided that the products are returned in their original condition with tags attached and within 30 days of purchase, we will offer:
With your original receipt - We will offer a repair (luggage only), an exchange, a refund or a credit note.
Without your original receipt - We will offer a credit note or exchange for the current value of the item.
Goods purchased at Strandbags Factory Outlet Stores may only be returned to Strandbags Factory Outlet Stores for refund or exchange.
Other
Collaboration
Thanks for thinking of us! We ask that you please email your proposal through to [email protected], and your email will be forwarded to the relevant team.
Charity Donation
Thank you for thinking of us! We ask that you please email your proposal through to [email protected], and your email will be forwarded to the relevant team.
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