Shipping

Free shipping? Oui, oui!
Enjoy free Australia-wide shipping on orders over $200 AUD.

Australia
We ship with Australia Post. Delivery timeframes vary by location. Metro Australian areas typically receive standard delivery within 3-5 business days and express delivery within 1-2 business days. Adelaide, Perth, and rural areas may take up to 7 business days.

International
We ship via Australia Post and its International delivery partners. Delivery timeframes vary by location.

Orders are dispatched within 48 hours or the next business day. Once dispatched, a shipping confirmation with tracking details will be sent.

Orders that include *pre-order* items will be shipped when all items are in stock. If you'd prefer in-stock items shipped as a priority, please place separate orders.

During new collection launches and sale periods, including Black Friday, Boxing Day, and sitewide promotions, orders are packed in the order they are placed. Due to increased order volumes, dispatch may take longer than usual - please allow up to 1-2 weeks for packing and dispatch during these periods.

Order changes, including address updates or adding items, can only be made prior to dispatch. For assistance, please contact our Customer Care team at [email protected].

All bags are shipped flat to minimise packaging and reduce transport impact, using eco-conscious packaging wherever possible.

Duties & Customs

All US orders include duties and taxes in the pricing (no hidden surprises). All other international destinations may be subject to customs, duties, import taxes, and local fees, as determined by the destination country. These applicable charges are the responsibility of the customer.

Any duties or customs fees paid at checkout or upon delivery are non-refundable by EAU BAGS, including in the event of a return. Refunds issued by EAU BAGS will apply to the item value only, excluding any duties, taxes, or import fees charged by customs authorities.

Returns

Not quite right? We understand - and we’re here to make it as easy as possible. Before initiating a return, please review the information below.

To start your return, please click here.

Change of Mind

Change-of-mind returns are accepted within 7 days of delivery. Items must be unused, in original condition, with all tags attached, and returned flat (not folded or scrunched). Return shipping costs are the responsibility of the customer unless otherwise agreed.

Faulty and/or Damaged

If you believe your EAU BAGS item has a fault, please start your return here. You will be asked to describe the damage to your item and upload a photo showing the issue.

We classify an item as faulty if it arrives damaged or if a manufacturing fault occurs within 3 months of the order date. Any damage occurring outside of this timeframe is considered normal wear and tear and is not covered under our fault policy.

As all EAU BAGS pieces are slow-made and handcrafted using recycled nylon, slight variations are a natural part of the process and are not considered faults. This includes, but is not limited to, minor pulls along stitch lines, small holes under 5mm inherent to recycled material, colour or textural variations between batches, natural markings, visible thread ends, minor size or shape differences, subtle weaving variations, gradual colour fading over time, and minor surface irregularities.

These characteristics are intrinsic to handcrafted, recycled materials and do not impact the functionality of the bag.

In the rare event that a significant manufacturing fault is identified - such as substantial tears, broken straps, or structural issues that affect usability - we will arrange a replacement where possible or provide a full refund. In these cases, return shipping will be covered by us via a prepaid return label.

If you have any concerns or are unsure whether an issue qualifies as a fault, please reach out to our Customer Care team at [email protected] - we’re always here to help.

What is “Free Returns” Coverage?

When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a refund or exchange for free. If your item is lost or damaged in transit, your order is also protected.

If you decide not to buy return coverage you can still return your items, but you will be responsible for the cost of the return shipping label.

All returns are subject to the guidelines outlined in our Return Policy.

Sale Items

All sale purchases, including Perfectly Imperfect pieces, are final. Sale items are not eligible for return, exchange, or refund unless deemed faulty under the Faulty and/or Damaged policy.

Terms & Conditions

Returned items must be unused, in original condition, and returned with all tags and packaging intact. Items showing signs of wear may not be eligible.

Return requests must be initiated within 7 days of delivery.

Refunds are issued to the original payment method and may take 7-10 business days to process once approved.

Exchanges are subject to availability. EAU BAGS reserves the right to make the final decision on all returns, exchanges, and disputes, and to update these terms at any time without prior notice.