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Frequently Asked Questions

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.

Receive 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!! Use Discount Code "SPEND&SAVE" at Checkout. 

*  Discount not available in conjunction with any other offer or promotion. Only available online at www.harryaustinbags.com

The following steps must be followed in order for the Spend & Save discount to apply:

1. Add the Florence Tote and Baby Bag Converter to your Shopping Cart

2. At the Checkout, add the discount code "SPEND&SAVE" and click the Apply button.

* Discount not available in conjunction with any other offer or promotion. Only available online at www.harryaustinbags.com

If you are still having issues - contact us at info@harryaustinbags.com with the subject "SPEND & SAVE"

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 & Returns:

DOMESTIC ORDERS – IN AUSTRALIA 
- Enjoy FREE standard shipping on all orders over $100 AUD. 
- All orders under $100 AUD have a flat shipping rate of $9.95 AUD. 
* Please note; some locations may be out of our free shipping zone. If you are out of our free delivery zone, our customer service team will contact you prior to dispatch to arrange a delivery quote.

INTERNATIONAL ORDERS – OUTSIDE AUSTRALIA 
- 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. 
* Please note; some locations may be out of our free shipping zone. If you are out of our free delivery zone, our customer service team will contact you prior to dispatch to arrange a delivery quote.

Standard delivery times apply :

STANDARD DELIVERY (DOMESTIC ORDERS) 
- Orders throughout Australia are sent via Australia Post - please allow 1-7 working days for your HARRY AUSTIN order to arrive at your door step. 
- Please note that during peak dispatch times delivery timeframes may be extended. 
- Delivery lead times depend on your time of purchase and which state you live.

STANDARD DELIVERY (INTERNATIONAL ORDERS) 
- International orders are shipped via Australia post or DHL - please allow 15-20 working days for your HARRY AUSTIN order to arrive at your door step. 
- 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. 
- Please be aware that ship times are subject to change due many factors uncontrollable by HARRY AUSTIN. 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. Customer agrees to take responsibility for claiming package.

DISPATCH
- The time of order dispatch will depend on your time of purchase, as below:
- All orders placed before 12pm on weekdays will be processed and shipped on the same business day from our Byron Bay studio. 
- Orders placed after 12pm on weekdays will be processed and shipped on the next business day. 
- Orders placed on a weekend day will be processed within 24 hours of the next business day. 
- Our warehouse is closed on weekends and all public holidays. 
- Please note: there may be shipping delays during peak sale times. 

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.

Unfortunately 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.

DOMESTIC ORDERS (AUSTRALIA)
- Once your order is dispatched you will receive a shipping confirmation email with your tracking number and a link to track your shipment. 
- A signature may be required on delivery, we suggest a work address or P.O. Box if you think you won't be home to sign for your delivery. If for some reason you miss your delivery, you will receive a notification card in your mail box with details on how to organise re-delivery. 
- HARRY AUSTIN does not accept responsibility for parcels that are misplaced after they have been delivered. Or orders requested for 'Authority to Leave' on delivery.

INTERNATIONAL ORDERS
- 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. 

- 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.
- Refer to Shipping Policy to understand time of dispatch of purchase.

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 above).
* 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 accept returns on sale item/s, so long as the returned item/s meet the conditions of our Refund Policy.

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.

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.

Follow the steps below to make a warranty claim:

1. Email us at info@harryaustinbags.com within 12 months of purchase with the subject “WARRANTY” providing your full name, order number 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 a return pre-paid postage label for you to return your Handbag back to our office or closest certified repairer. If your item is out of the warranty period, you will be required to organise your own postage. Please return the item to HARRY AUSTIN within 10 days of notification of claim approval. When returning items we strongly recommended you retain proof of posting and will not be held accountable for misplaced items. 

4. 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.

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.