Complimentary standard shipping is available on orders over AUD $170 (Australia) and AUD $250 (international), unless otherwise stated.Orders are dispatched within 48 hours or the next business day. Once dispatched, a shipping confirmation with tracking details will be sent.
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.
During 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
eauhello@eaubags.com.
All bags are shipped flat to minimise packaging and reduce transport impact, using eco-conscious packaging wherever possible.
Duties & Customs
All international orders may be subject to customs duties, import taxes, and local fees, as determined by the destination country. These charges are the responsibility of the customer and are not included in the product price unless otherwise stated at checkout.
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. If your return is eligable, please contact our Customer Care team at eauhello@eaubags.com to guide you through the next steps.
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 contact our Customer Care team at eauhello@eaubags.com with your order number and clear images of 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 eauhello@eaubags.com - we’re always here to help.
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.
