FAQ - COVID-19 

Stage 4 restrictions update.

VIC stores - Update 28/10/2020

Our Victorian store are now open in Chadstone, Prahran, Fitzroy, Flinders Lane, Little Bourke St and Spencer St Outlet. 

Please contact us if you have any questions au_enquiries@crumpler.com

Repairs - Update 03/08/2020

Due to new stage 4 restrictions effective in Melbourne on Wed 05/08/2020 11:59pm. We are suspending all our repair services during the restriction period. We apologies for the inconvience caused. If you have a bag currently with us, we will get the bag back to you after restrictions have ended.

As soon as restrictions are lifted we will resume all repair operations ASAP. 

Please contact us if you have any questions au_enquiries@crumpler.com

Will COVID-19 affect my online order or return?

Returns

You can return an item by following our standard online return steps Any item purchased can be returned within 28 days for a full refund if:

- The bag or accessory is unused,
- All product tags are attached with the item in its original packaging and;
- You have the original receipt.

Please send you bag back to our warehouse located at:

Crumpler WH, Attn. Returns (insert your sales order number),
Building 36, 9 Ashley Street,
Braybrook, 3019, VIC.

Please remember to include all your return contact details and communictaions reference number if you have one.

Please note: We are not able to refund any shipping costs accrued when ordering or returning online purchases. We are not able to provide exchanges for postal returns. 

Home delivery information

Shopping Crumpler products online continues to be as easy as usual with our full-range available at www.crumpler.com.

During the COVID-19 (Coronavirus) outbreak we are, however, taking extra precautions. Together with our shipping and delivery partners we are taking every step necessary to ensure all appropriate health and hygiene standards are followed.

Delivery

We hear you! Shipping domestically and around the world is literally running at a snail mail pace. While our team are doing what we can to help, we would love to create more flights or open borders, we are at the mercy of Australia Post and world post networks, please see Australia Posts response.

You can place an order online as per usual, however please note there are currently longer transit times to all metropolitan, regional and international destinations due to increased border checks, longer customs handling times and limited flights for domestic postage. Please allow extra time for delivery.

International Shippments are currently worst affected, due to long delays at dispatch centres across the world. Australia post has advised us that shipping to some countries has been suspended or service options are limited. We are doing our best to stay on top of the changing information and make sure your orders get to you as quick as possible. 

More info on specific international shipping destinations can be found here 

Domestic shipping roughly 1 extra week and improving.

International is country by country, but at least 2+ extra weeks.

Any concerns can be emailed to our team at au_enquiries@crumpler.com. Please remember to include your order number and shipping number, which you'll find on your order confirmation email.

Repairs

All Crumpler Australia repairs are lovingly and expertly repaired by our in-house specialists based in our Melbourne HQ.

Due to the current social distancing restrictions and health concerns in Australia, our repair team are not operating as they normally do, as they do not have the required machinery and parts to manage repair tasks from the safety of their home. This does mean that this service may take longer than usual, in the interim we ask for your patience with this estimated 5-6 weeks delay.

To protect our staff we will no longer be accepting bags for repair in our Crumpler stores.  You can submit an enquiy to have your bag repaired by contacting us at au_enquiries@crumpler.com with a photo of your beloved, damaged bag. We will get back to you, once approved,  with next steps. 

To help us all stop the spread, we ask if you could please give your bag a loving clean before sending any bag to us. Any bag we receive in an un-hygienic condition will be returned, un-repaired.

Cleaning info can be found here