Orders and Enquiries

Changing or cancling a online order

If you have made an error with your shipping address, please Contact us immediately with your order number and updated address, as we may be able to correct this at our warehouse before your order is shipped.

If your order is confirmed and its status displays as ‘Complete’, we are unable to make changes to it. We also are generally not able to make changes to shipping address after 11:30am, but we will do what we can to help. 

Once you receive your order, you may return any items through our Returns & Exchanges process.

Missing or incomplete orders

If your order arrives incomplete or incorrect please contact us via the contact form and we will get it sorted ASAP. 

If there has been a delivery issue with your order please contact the courier first for the most up to date information. 

What currency are the prices in?

All prices displayed on Crumpler.com are in Australian dollars and include Australia sale tax.

Personalisation

Personalisation is currently not available online.

Personalise your bag with your very own webbing sleeve monogram for $19. Your initials, your year, your message, your mood or your bag! Choose up to three silicone webbing sleeves. Pick from the 45 characters available. 

Personalisation is completed by hand at our Crumpler HQ. Personalised order will take 2-3 weeks to be dispatched. Once dispatched, a shipping notice will be emailed. 

Orders are not split. If you order a non-personalised item with a personalised item, the complete order will be shipped once the personalisation has been completed. 

We are unable to refund or exchange an item once it has been personalised. A refund, exchange or repair will be permitted upon evaluation if the bag is faulty.

What is afterpay

Afterpay is a payment option available online and in stores that allows you to buy what you want from Crumpler today, receive the item/s immediately and pay for them over four equal fortnightly instalments. 

Afterpay is fully integrated with the Crumplers checkout. All you need is to be over 18 years of age and own a debit or credit card. Then simply choose Afterpay as your payment option in the checkout online or ask the store staff to use Afterpay as an option. Afterpay checkout requires a minimum spend of $100. 

Afterpay splits your payments over four equal instalments due every fortnight. Nominate the debit card or credit card you want to use and Afterpay will schedule automatic payments for you. 

For full terms and conditions or to access your Afterpay account please visit: www.afterpay.com.au

My order hasn't arrived

MY ORDER HASN'T ARRIVED – WHAT SHOULD I DO? 

In an ideal world, we'd deliver your order personally, but we unfortunately our customers are too far-flung for that! While your order should arrive within the timeframe we specify for the shipping option you select, sometimes the unexpected happens. As a rule of thumb, wait an additional day then email au_enquiries@crumpler.com or phone us on +613 9999 1718 with your order number, which you'll find on the confirmation email we sent you. 

Shipping Orders are processed daily Monday to Friday at approximately 11am and are shipped out the same day. Estimated timeframes for the arrival of your order are listed below. 

Domestic Free Delivery: Aussie Post delivery within 3 - 7 business days from dispatch
Express Post: Aussie Post delivery within 1 - 2 business days from dispatch -Service operates between all capital cities (except Darwin and in Perth CBD only) and some major centres * 

International Economy: 3 - 10 business days from dispatch delivery worldwide* Express: 2 - 4 business days from dispatch delivery worldwide* 

Please note: We are not able to ship to any countries in Europe, Africa or South America. 

*shipping estimates based on major metropolitan areas only.

Christmas, promo and sale delivery times

Please allow a few extra days for delivery during sales and holiday periods, we will get your order shipped out ASAP after you place the order, this may be 1-4 business days. 

In an ideal world, we'd deliver your order personally, but unfortunately our customers are too far-flung for that! While your order should arrive within the timeframe we specify for the shipping option you select, sometimes the unexpected happens. As a rule of thumb, wait an additional day then email au_enquiries@crumpler.com with your order number, which you'll find on the confirmation email we sent you. 

A special exchange period will be available during the Christmas season. Any items purchased as gifts throughout November/December can be exchanged anytime until the end of January. As long as they are unused, have tags attached and you have the original proof of purchase (receipt or order number).

Christmas delivery times

2019 Christmas delivery times will be updated in November 2019. Thanks

Order confirmation and delivery

Deliveries are sent from our warehouse Monday to Friday. When your order has been dispatched for delivery, we will send you a confirmation email. Make sure you check your spam or Junk folders if you havent received this. 

We sometimes split larger orders into separate shipments due to their weight or dimensions. If this happens, you will still only receive one email and tracking number, this includes multiple consignments. Please note, it may take 2–3 hours before your tracking details are available from the courier’s website and you can use the number to track your delivery.

Once your order is collected by the courier, we have no control over it. Any enquiries about your delivery need to be directed to the courier. Please also keep in mind that orders can be held up due to busy sales periods, Public holidays or customs delays.

Online gift cards

The Crumpler Online Gift Cards is the perfect present for any Crumpler fan. For use online only, Crumpler Gift Cards are available in various values and valid for 3 years from date of purchase.

When purchasing an online card, select amount, add your name, your email address, then the recipents details. Create your personal message then ‘Add’ this to your cart and continue shopping. After checkout, the online card will be sent automatically to your recipents email address and can be used online immediately.

Online gift vouchers cannot be used in Crumpler stores or resellers at this time. They cannot be reloaded or exchanged for cash.

Current gift card maximum is $100. For cards required at more than $100, please purchase multiple vouchers. We apologise for the inconvenience.

Store issued gift cards

Gift card purchased from a Crumpler store or other retailer are not able to be accepted online at this time. Sorry for the inconvenience.

Lost or stolen gift cards

Treat your gift cards and vouchers like cash. Lost and stolen gift cards and vouchers will not be replaced or refunded.