Frequently Asked Questions

COVID-19 Questions:

INTERNATIONAL ORDERS HAVE NOW RE-OPENED!

OPERATIONS | We want to assure you that are still packing your beautiful parcels from our local warehouse in Byron Bay. Online parcel deliveries remain operational with with new safety measures being enforced with our delivery partners DHL and Australia Post. To minimise the risk of contracting or spreading the virus, all parcels do not require signature on delivery and/ or collection by Australia Post.

DELAYS? | There may be slight delays due to covid-19 flight delays. Feel free to check up to date Australia Post updates on deliveries HERE.

FURTHER QUESTIONS? | Please feel free to email us at info@harryaustinbags.com if you have any issues or concerns.

Product Details & Sizing:

Both! The HARRY AUSTIN Florence Tote is a tasteful & timeless Italian made leather handbag that converts into a smart baby bag when teamed with our custom made Baby Bag Converter.

See how our 2-Piece Design works HERE.

The 2 pieces can be purchased separately or receive the Spend & Save Discount of 50% off the Baby Bag Converter when purchased together with the Florence Tote in the one transaction.That's a saving of $39.50 AUD!!

Yes, the Baby Bag Converter fits into many large and oversized handbags such as the Louis Vuitton Neverfull MM, Louis Vuitton Neverfull GM and the State of Escape Tote. See Our Fave 5 Handbags for the Baby Bag Converter article. 

See more details on product sizing and fit HERE.

Yes! The Baby Bag Converter was custom designed by HARRY AUSTIN specifically to fit inside of the 'Florence Tote'. 

We are unapologetic about the fact that our bags are not the cheapest on the market. Unlike many fast fashion brands that partner with factories who produce bulk product for cheap by using poor quality materials and exploiting their workers, we have our leather bags produced in an ethical, family-run workshop in Italy. Not only is their craftsmanship known to be world class, but we also invest in premium and sturdy materials to ensure you an investment piece that you will love and cherish for life!

Shipping (Deliveries & Tracking) :

ORDERS OVER $100 ($AU)
Free Standard Shipping

ORDERS UNDER $100 ($AU)
Domestic - $9.95 ($AU) Flat Standard Rate
International - $19.95 ($AU) Flat Standard Rate

Due to the size of our packages we do not currently offer express post as an option. If you would like to request this service, it will be at the customers additional expense. Please email info@harryaustinbags.com with the subject "EXPRESS" and provide your postal address for a quote.

Yes! We ship worldwide.

Enjoy FREE standard shipping worldwide on all orders over $100 AUD. 
All orders under $100 AUD have a flat shipping rate of $19.95 AUD. 

We also have a currency converter in the top right-hand-side of our website, which will convert your order from AUD to USD, CAD, GBP, EUR or JPY.

DOMESTIC
No, we can’t deliver to these Australia Post-owned properties. Our local Postal Service Sendle specialise in door-to-door delivery, which is why we need a physical street address. If a receiver is not home to sign for a parcel, it will either be delivered to a nearby location for collection (such as a newsagency or service station) or made available for a free redelivery.

INTERNATIONAL
Yes we can deliver to these locations.

Once your order/s have been dispatched from HARRY AUSTIN's Byron Bay Warehouse, they become the property and responsibility of the purchaser. It is the purchaser’s responsibility to liaise with the given Postal Service for all deliveries. 

DOMESTIC

All local deliveries (within Australia) are made with our local Postal Service Sendle. Once your order is dispatched you will receive a Shipping Confirmation email from us with your unique Sendle order reference number and tracking link. They make tracking your parcel super easy and efficient!

Here are the different ways you can track our domestic parcels with Sendle:
- Via the simple tracking page (https://try.sendle.com/tracking) using the 6-character reference number you received in our Shipping Confirmation email
- Email notifications (to the email address you used when making your order with us) 
- In the Sendle dashboardif you have a Sendle account (if you don’t have one yet – you can sign up by here)

INTERNATIONAL 

All international deliveries (outside Australia) are made with our international Postal Service Australia PostOnce your order is dispatched you will receive a Shipping Confirmation email from us with your unique Australia Post order reference number and tracking link. 

Here are the different ways you can track our parcels with Australia Post:
- Via the tracking page (https://auspost.com.au/mypost/track/#/search) using the reference number you received in our Shipping Confirmation email
- Email notifications (to the email address you used when making your order with us) 
- Talk to an Australia Post chatbot (via track or help and support)
-In the Australia Post dashboard if you have MyPost account 

* Once a package has left Australia the tracking data may not update until it clears customs or is delivered to its destination. In some cases the tracking data may never update. 

Delivery Time in Business Days :

DOMESTIC

Metro Sydney : 1-2
Metro Melbourne : 2-3
Metro Brisbane : 1-2
Metro Adelaide : 3-4
Metro Perth : 6-7

Once you have placed an order and it is dispatched from our Byron Bay Warehouse, you will receive a Shipping Confirmation email from us with your Sendle tracking link. Follow this link to see your unique "delivery estimate" timeframe. This isn’t a guaranteed delivery date, but it is a calculated estimate on how long parcels like yours typically take, based on the booked route – kind of like an estimated time of arrival (ETA). 

INTERNATIONAL

New Zealand : 5-7
USA & Canada : 7-13
UK & Ireland : 7-11
Major Europe : 7-11
Asia : 7-11
Pacific Islands : 7-11
Rest of World : Dependent on destination

Getting your parcels delivered quickly and safely is our top priority, which is why our local Postal Service Sendle includes a delivery estimate. 

This isn’t a guaranteed delivery date, but it is a calculated estimate on how long parcels like yours typically take, based on the booked route – kind of like an estimated time of arrival (ETA). 

Wondering where your parcel might be? 

Sendle have covered the most likely scenarios in the article below:

1. If it’s still within the ETA

Just sit tight – it won’t be far away! A driver will be there soon. 

In the meantime, you can track your parcel a few different ways:
- Via the simple tracking page (https://try.sendle.com/tracking) using the 6-character reference number you received in our Shipping Confirmation email
- Email notifications (to the email address you used when making your order with us) 
- In the Sendle dashboard if you have a Sendle account

Keep in mind that if you’re receiving a parcel from interstate, they sometimes aren't scanned for a few days (for example a parcel travelling to Perth from Melbourne can take up to four days and it won’t get scanned between depots). 

 2. Then give it two business days

If it’s still within two business days since the delivery estimate, there’s no need to worry and your parcel should be there soon! If you’re getting tracking updates and the parcel is moving in the right direction, just sit back and relax. Delays are uncommon, but they can happen occasionally.  

3. If the parcel is late

The good news is that in 2019, over 95% ofSendle’s deliveries have been on time. When it comes to late parcels, almost all are delivered within two business days of the delivery estimate. If you’re still getting tracking updates, just sit tight – the parcel should be there soon!

Launch an investigation

If you haven’t had a tracking update in a few days and it’s been over two days since the estimated delivery date, you can launch an investigation with Sendle’s team via the Sendle Toolbox (which sits in your Sendle dashboard - this is easy and free to join up if you haven't already!).  

Our domestic Postal Service Sendle makes it possible to track down a parcel that you have not received (but is marked as ‘delivered’ by the driver.

Simply sign into the Sendle dashboard if you have a Sendle account (if you don’t have one yet – you can sign up by here).

*Please note, once items have been dispatched from our Byron Bay Warehouse, they become the property and responsibility of the purchaser. If a product is delayed or misplaced, it is the purchaser’s responsibility to liaise with the given Postal Service. Replacements or refunds will not be given for products missing or damaged in transit. 

Our domestic Postal Service Sendle make it possible to arrange for a redelivery free of charge, if a delivery was attempted but no one was home to receive the parcel (for example: the delivery driver did not have authority to leave the parcel and you weren’t home to sign for it).   

Simply sign into the Sendle dashboard if you have a Sendle account (if you don’t have one yet – you can sign up by here).

*Please note, once items have been dispatched from our Byron Bay Warehouse, they become the property and responsibility of the purchaser. If a product is delayed or misplaced, it is the purchaser’s responsibility to liaise with the given Postal Service. Replacements or refunds will not be given for products missing or damaged in transit. 

Our domestic Postal Service Sendle make it possible to request a redelivery if you’ve entered delivery details incorrectly the first time around (for example: if you’ve left off the apartment number when entering the street address and need to include this detail for a successful delivery).

Simply sign into the Sendle dashboard if you have a Sendle account (if you don’t have one yet – you can sign up by here).

*Please note, once items have been dispatched from our Byron Bay Warehouse, they become the property and responsibility of the purchaser. If a product is delayed or misplaced, it is the purchaser’s responsibility to liaise with the given Postal Service. Replacements or refunds will not be given for products missing or damaged in transit. 

Yes you will have to pay these charges. This is something that is outside of our control and varies in cost from country to country. We are unable to mark orders as gifts to avoid paying duties and cannot reimburse this fee. 

If you're concerned we would recommend getting in touch with your local customs office so you're not surprised if there is any unexpected shipping charges at your end. Many packages are held by the local post office until customs duties are paid. If your package has not been delivered within 15 business days please contact your local post office. It is the customers responsibility for claiming the package.

- Please email us immediately on info@harryaustinbags.com with the subject title "CHANGE OF ADDRESS"/ "CANCEL MY ORDER". 
- Please provide your invoice number and the new address. If we receive your email before your order is dispatched then we will do our best to make the amendments. 
- Please note if your email is not titled correctly we can’t guarantee your request will be caught before dispatch.
- Once your order has been dispatched, we can not alter address details and you will be charged the standard applicable postage rate to resend if it is returned to sender.
- Refer to Shipping Policy to understand time of dispatch of purchase.

Returns

HARRY AUSTIN guarantees that you have ordered a quality product that you will love. Within Australia, if you are not 100% satisfied with your purchase, we are happy to offer a refund within 7 days of you receiving your purchase(s). The item must be in the original condition in which it was shipped. See full Refund Policy for more details on returns process.

EASY RETURNS PROCESS:

STEP ONE             REQUEST A REFUND
* First check all conditions of our Returns Policy are met to be eligible to return your item (see Refund Policy for full terms and conditions).
* Then email info@harryausinbags.com with the subject title "REFUND MY ORDER" and include your full name, order number and state the reason for your refund request.

STEP 2                    POSTAGE
* Once your application for a refund is accepted, we will email you a Returns Form which you will need to complete and return with your item/s to the address provided.
* HARRY AUSTIN will not cover the cost of shipping for your returned item (unless item is faulty) and this will be at the customers expense.
* The returned item/s will remain your responsibility until they reach us. HARRY AUSTIN will not be liable for any lost or damaged items being returned to us by you. For your protection we strongly suggest shipping merchandise back to us in the original packaging (HARRY AUSTIN box) using a trackable service. Please retain proof of postage and tracking number until we have confirmed your refund has been processed.

STEP 3                    REFUND
* It can take up to 14 days for us to receive your return depending on your location and which postal service you use.
* Once we receive your returned parcel, we will inspect and process the item/s within 2 business days to ensure you receive your refund as quickly as possible. In all cases, the item/s returned must be in their original condition. All inspections will be at the discretion of HARRY AUSTIN management. Any item in unsuitable condition will be sent back to you.
* A ”full refund” includes the cost of purchase for your item/s and any shipping costs incurred in the original delivery of your purchase. However, HARRY AUSTIN will not cover the cost of shipping for your returned item/s (unless item is faulty) and this will be at the customers expense.
* Any refund will automatically be issued to the card used to make the original purchase.

We DO NOT accept returns on sale item/s or the Handbag Revival Collection. Sale items are final sale and cannot be returned or exchanged.

Product Care & Repair:

We do not recommend using any treatments on the Florence Tote, the leather comes pre-treated

The Baby Bag Converter and removable Padded Changing Mat included are not machine washable. However, they are made from easy wipe down Nylon material. Simply use a damp cloth or baby wipe. Do not wash in washing machine or soak in water.

The Baby Bag Converter can easily be cleaned of crumbs and mess by removing it from your Florence Tote or handbag and shaken upside down.

We provide a 12 month warranty from time of purchase on all of our Florence Tote handbags, excluding items listed as Final Sale and the Handbag Revival collection.

HOW TO CLAIM WARRANTY ON HANDBAG?

We stand behind the products we create. If you believe your handbag has a manufacturing defect, we apologise and will do what we can to rectify the situation as soon as possible.

1. Email us at info@harryaustinbags.com within 12 months of purchase with the subject “WARRANTY” providing your full name, order number, delivery instructions (eg. Authority to leave returned package at front/ back door) and photos of the suspected issue. Warranty claims require a proof of purchase, including items that have been gifted.

2. Once our team has received your claim, if the covered item proves to be defective in material or craftsmanship under normal use, we will arrange for your item to be repaired or replaced free of charge. All warranty claims will be at the discretion of HARRY AUSTIN management.

3. If the claim is approved, we will arrange to have your bag repaired free of charge, including packaging and shipping to and from the repair workshop.

4. When posting your items, we strongly recommended you retain proof of posting and will not be held accountable for misplaced items. 

5. Depending on where you live, the time it may take for your product to be repaired may vary however we aim for approximately 10 working days turn-around time, from the time we have received your Handbag.

6. If your item is out of the warranty period, please email us and we will refer you onto our recommended and closest repair provider.

 

Payment:

For the purchase of products on our website, we accept the following payment methods:

1. Credit Cards (including Visa, MasterCard, American Express)
2. Paypal Gift Cards (coming soon)
3. Afterpay (Australia only)
4. Apple pay and Shopify pay

ALL YOU NEED IS:

* An Australian debit or credit card
* To be over 18 years of age
* To live in Australia

TO USE THIS SERVICE: 

* Add your items to your bag and checkout as normal
* In checkout select Afterpay as your payment method
* Enter your details with Afterpay and you’re done!
* Your payment schedule will be emailed to you

OTHER THINGS TO NOTE:

* The funds for the first payment will need to be available at the time of checkout. If you are a new Afterpay customer, the first payment will be made at the time of purchase, with payments over the next 6 weeks. Once you have been an Afterpay customer for at least 6 weeks for all orders under $500, your first payment is made in 14 days, with final payment in 8 weeks.
* Your payment schedule will be emailed to you.
* If you wish to return your items (within the Terms of our Refund Policy), the payment plan can be cancelled.
* If you fail to make payment, you will be charged a late payment fee of $10 with a further $7 fee added 7 days later if the payment is still unpaid.

There are three common causes for a customer being returned to the Shopify checkout page after trying to place an order with Afterpay. These causes are listed below:

1. Incomplete customer information. Please ensure that both of the following customer information fields are configured as mandatory:
* First name.
* Email address.
- See Shopify Pre-Integration Checks for additional information.

2. Invalid order amount.
A customer’s Afterpay transaction will not be approved should the order total be:
* Below the merchant minimum order value.
* Above the merchant maximum order value. Please note - for first time Afterpay customers – your maximum amount is $500. Therefore, as a first time Afterpay customer you will unfortunately not qualify for the cost of the Florence Tote, as it is greater than this value.

3. In a non-supported currency. Afterpay only supports payments within Australia.

As such, the customer will be returned to the Shopify checkout page.

* You can first review Afterpay’s own “frequently asked questions” on their website at www.afterpay.com.au/faqs for support.

*If you require further assistance about your Afterpay account you can contact Afterpay directly by sending an email to info@afterpay.com.au or by calling 1300 100 729.

x