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My Bag

Delivery, Click & Collect, Returns & Refunds

Click & Collect In Store

When making your online purchase, you have the option to select "CLICK & COLLECT IN STORE" to collect your online purchase at a store closest to you.

You will be asked to enter your postcode. Once you have entered your postcode, we will check our stores and give you the option to:

  • Collect the product you want from a store close to you that has stock available. Generally, your product will be available for collection in 4 hours from the time that your order is processed, but from time to time, we may need to secure your order from another store or from our warehouse, and this can take a little longer; or
  • Alternatively, have the product sent to a store of your choice for collection within 2 to 7 days.

Once your order is ready, you will receive an email from us letting you know how to collect your order. Once we have notified you that your order is ready for collection at your selected store, you will have 14 days to collect your order.

To collect your order, you will need to provide proof of your identity (such as a driver's licence) as well as the email order confirmation.

Please see our Terms of Trade for Online Purchases for further information.

Home Delivery

We offer home delivery for our standard sized products from as little as $4.95 per order regardless of the quantity purchased. Home delivery for our larger products like suitcases and duffle bags will cost $9.95 for the first large item plus an additional charge of $5.00 for each additional large item. We may vary our prices for home delivery at any time. The delivery costs for your order will be highlighted to you in the checkout process.

Most of our orders will be delivered to you within 2-7 working days. In some cases, delivery may take longer. For example, if we need to source the product that you have ordered from our warehouse or for other reasons outside of our control such as third party shipping delays and/or extreme weather. Our delivery timeframes are estimates only. You can usually check the delivery status and/or current location of your delivery via our tracking platform by clicking on "My Account" , this information is dependent on the information that we receive from the relevant delivery courier.

Once your order has been dispatched, you will receive an email from us with your order details and tracking information.

Deliveries are between 9.00AM and 5.30PM Monday to Friday. Please note there are no weekend or public holiday deliveries.

Our delivery service only covers New Zealand. Our carriers are unable to deliver to the following locations: airports, hospitals and prisons. We will also at our discretion exclude delivery to any addresses which are considered to be unsecure.

For delivery to mainland Australia and Tasmania please visit

Please see our Terms of Trade for Online Purchases for further information.

Returns Information

If for some reason you are not absolutely in love with your online order, you can return your order (provided it is unused and in a re-saleable condition) within 30 days of receipt by visiting one of our stores, with your receipt, where we will be happy to give you an exchange for another product or a refund using the original payment method you used to purchase the order.

If you paid for your order using PayPal or a similar online payment service, it may take 5-7 working days for you to receive your refund.

Returning via Post (Delivery Orders)

If you don't want to return your items to store and wish to send them back by post, then you can post them back to us within 30 days of receipt.

If you decide to return your items by post, then please complete all relevant details on the returns label included with your delivery, including the reason for return. We ask that you pack the items securely, in the original packaging, and include the returns label.

We recommend that you use tracked service delivery as you are liable for your order until it is returned back to us.

The cost of returning your items by post is your responsibility in the case of an unwanted or unsuitable purchase(s).

Please allow up to 14 working days for your return to be processed. Unfortunately, if you return your items via post, we are only able to offer refunds and are unable to process exchanges. If you would like to exchange your item, you will need to come into a store or purchase the item on our website.


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 or description

With your original receipt, you will be entitled to a repair, an exchange, a refund or a credit note. Without your original receipt, you will be entitled to a repair, or a credit note.

Change of Mind Refunds

If you have changed your mind and provided that the products are returned in their original condition with tags attached and within 30 days from the date of purchase, we will offer the following.

With your original receipt, you will be entitled to an exchange, a refund or a credit note. Without your original receipt, you will be entitled to a credit note.

Goods purchased at Strandbags Factory Outlet Stores may only be returned to Strandbags Factory Outlet Stores for a refund or exchange.

Goods purchased at a Strandbags Store may only be returned to a Strandbags Store for a refund, repair or exchange.


If for any reason there is a problem with the items you receive, other than a change of mind, please contact our customer service department on 0800 446 100 and they will be more than happy to assist.

Please see our Terms of Trade for Online Purchases for further information, including your rights under the Consumer Guarantees Act 1993, and nothing in the above Returns Policy is intended to limit those rights.