Orders and Enquiries

Will COVID-19 affect my order?

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.

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.

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

Changing or cancelling an 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. 

Click and Collect

Place a Click and Collect order online and choose the most convenient store to collect your order from.

Whilst we will always endeavour to have your click and collect order ready within 2 hours, some orders may not always be able to fulfil within this timeframe.

When you’ve placed your order, a store team member will send you an email and SMS to let you know that your order is ready for collection.

To collect your order, please bring your order confirmation and some photo identification and see one of our team members in your selected store.

On occasion an item instore may be damaged or missing and we will only find out when we pick your order. Although this does not happen often, we will contact you to arrange a refund or replacement item in this instance.

Click & Collect orders will be kept for 30 days from the day you’ve placed your order. After 30 days your order will be cancelled and we will contact you to arrange a refund of the order value. Please contact au_enquiries@crumpler.com if you’re unable to collect in that time frame.

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. 

MERRY CHRISTMAS: 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

Dates below are guides provided by Australia Post. Crumpler is not able to guarantee shipment dates

EXPRESS OPTION: Last shipment day, Monday, 21 December 2020

Canberra CBD EP 2600-2601

Canberra Metro 200-250; 251-299; 2602-2639; 2900-2920

NSW Central Coast 2250-2263; 2264-2265

NSW South Coast Metro 2500-2530

Sydney CBD EP 1000-1299; 2000-2009

Sydney Country attach Syd 2555-2578; 2740-2786

Sydney Metro 1300-1920; 2010-2234; 2235-2249

Brisbane CBD EP 4000-4004

Brisbane Metro 4005-4209; 9000-9019

Brisbane Metro Townships 4300-4305; 4500-4510; 4520

Gold Coast attched to NSW 2484-2494

Toowoomba City 4350

Adelaide CBD 5000-5005; 5800-5879

Adelaide Inner Metro 5006-5118; 5121-5134; 5138-5169; 5880-5960

Adelaide Outer Metro 5119-5120; 5135-5137; 5170-5199; 5961-5999

Hobart Launcestion CBD 7000-7003; 7250

Tasmania Subs Metro 7004-7019; 7050-7053; 7055; 7248-7249; 7251-7325; 7892

Melbourne CBD EP 3000-3010; 8000-8010

Melbourne Metro 3011-3210

Melbourne Metro attach Country  3335-3338; 3427-3443; 3751-3754; 3756; 3758-3810; 3910-3915; 3926-3944; 3978; 3980-3981

Melbourne Metro Limited 3339-3341; 3750; 3755-3755; 3757; 3975-3977; 8011-8899

VIC Ballarat City 3350-3350; 3353-3356

VIC Ballarat Other 3342-3349; 3351-3352; 3357-3376; 3378-3379; 3381-3399; 3401; 3403-3426; 3464; 3466-3487

VIC Ballarat Selected Limited 3377; 3380; 3400; 3402; 3465

VIC Bendigo City 3550; 3552-3556

VIC Bendigo Fwd 2648; 2715; 2717-2719; 2731-2739

VIC Bendigo Other 3445-3463; 3488-3499; 3503-3549; 3551; 3557-3563; 3565-3578; 3580-3584; 3586-3599

VIC Bendigo Selected 3444; 3500-3502; 3564; 3579; 3585

VIC Country Geelong Other 3221-3227; 3229-3249; 3251-3279; 3281-3299; 3301-3304; 3306-3334

VIC Geelong City 3211-3220

VIC Geelong Selected 3228; 3250; 3280; 3300; 3305

VIC Gippsland Metro 3825; 3840-3844

VIC Gippsland Other 3811-3824; 3831-3835; 3847-3852; 3854-3874; 3876-3904; 3916-3920; 3921; 3923-3925; 3945-3951; 3954-3974; 3979; 3984; 3987; 3988; 3990-3992; 3996

VIC Gippsland Selected 3853; 3875; 3909; 3922; 3953; 3995

VIC Seymour Other 3600-3618; 3621-3628; 3633-3641; 3645-3659; 3662-3670; 3673-3675; 3678-3688; 3691-3720; 3723; 3725-3728; 3732-3749

VIC Seymour Region 3629-3632; 3660-3661

VIC Seymour Selected 3619-3620; 3643-3644; 3671-3672; 3676-3677; 3722; 3724; 3730

VIC Wodonga Limited 3689-3690

Perth CBD 6000-6005; 6800-6899

 

EXPRESS OPTION: Last shipment day, Friday, 18 December 2020

Albury 2640-2641

Canberra other 2581-2589; 2591-2599

NSW BATHURST 2787-2820; 2845-2877

NSW Broken Hill 2879-2880

NSW Casino Country 2460; 2470; 2480

NSW Goulburn 2579-2580

NSW HUNTER 2267-2310

NSW Hunter Metro 2266; 2311-2338; 2413-2430

NSW Mid North Coast Region 2431-2439; 2441; 2443; 2445-2459; 2461

NSW Murray Region 2642-2647; 2654-2664; 2708-2714; 2716

NSW New England 1 2340; 2348; 2350-2351

 

STANDARD POST OPTION: Last shipment day, Thursday, 17 December 2020

Ballarat Region City/Subs 3350, 3353-3356

Bendigo Region City/Subs 3550, 3552-3556

Country Areas Attached to Metro VIC 3335-3341, 3429-3431, 3427-3442, 3750-3810, 3910-3920, 3926-3944, 3975-3978, 3980-3981

Geelong Region City/Subs 3211-3220

Gippsland Region Subs & District 3825, 3840-3844

Melbourne Metro 3000-3207, 8000-8873

 

STANDARD POST OPTION: Last shipment day, Wednesday, 16 December 2020

Adelaide Inner Metro 5000-5118, 5121-5134, 5138-5169, 5800-5960

Adelaide Outer Metro 5120, 5136-5137, 5170-5174

Ballarat Region (Selected Areas) 3377, 3380, 3400, 3402, 3465

Ballarat Region Other 3317-3319, 3342-3345, 3351-3352, 3357-3375, 3378-3379, 3381-3396, 3401, 3407-3424, 3464, 3467-3487

Bendigo Region (Selected Areas) 3444, 3450, 3500-3502, 3564, 3579, 3585

Bendigo Region Other 2648, 2715, 2717, 2731-2739, 3446-3448, 3451-3463, 3488-3498, 3505-3549, 3551, 3557-3563, 3565-3576, 3580-3584, 3586-3599

Canberra Metro 200-221, 2600-2620, 2900-2914

Canberra Region Other 2581-2588, 2594, 2621-2633

Central Coast Region (Gosford) 2250-2265

Country Areas Attached to Metro NSW 2555-2574, 2740-2786

Geelong Region (Selected Areas) 3228, 3250, 3280, 3300, 3305

Geelong Region Other 3221-3227, 3230-3249, 3251-3279, 3281-3294, 3301-3304, 3309-3315, 3321-3334

Gippsland Region (Selected Areas) 3818-3820, 3850, 3853, 3875, 3909, 3922, 3953, 3995

Gippsland Region Other 3812-3816, 3821-3824, 3831-3835, 3847, 3851-3852, 3854-3874, 3878-3904, 3921, 3923-3925, 3945-3951, 3954-3971, 3979, 3984-3992, 3996

Hunter Region (Newcastle) Primary 2280-2310

SA Near Country 5201-5261, 5264-5266, 5301-5310, 5350-5356, 5360-5413, 5451-5472, 5501-5522, 5550-5583

Seymour Region (Selected Areas) 3619-3620, 3629-3632, 3643-3644, 3660-3661, 3671-3672, 3676-3677, 3689-3690, 3722, 3 724, 3730

South Coast (Wollongong) Primary 2500-2536, 2538-2541

Sydney Metro 1001-1891, 1900-1902, 2000-2234

Seymour Region Other

 

STANDARD POST OPTION: Last shipment day, Tuesday, 15 December 2020

Tasmania 7000-7254, 7258-7470, 7800-7923

Brisbane Inner Metro 4000-4209, 9000-9019

Brisbane Outer Metro 4280-4347, 4500-4517, 4520-4521, 9020-9582

Broken Hill 2879-2880

Central West (Bathurst) Primary 2790, 2794-2795, 2800, 2850

Gold Coast Region 2484-2490, 4210-4275, 9702-9742

Goulburn 2580

Hunter Region (Newcastle) Other 2267, 2278, 2311-2338, 2415-2430

Mid North Coast Region (Kempsey) 2431-2456

Murray Region (Albury) 2640-2647, 2658-2660, 2708-2714, 2716

 New England Region (Tamworth) 2339-2411

Northern Rivers Region (Casino) 2460-2483

Riverina Region (Wagga Wagga) 2590, 2649-2656, 2661-2707, 2720-2730

SA Far Country 5262-5263, 5267-5280, 5291, 5311-5346, 5357, 5414-5440, 5473-5495, 5523, 5540, 5600-5734

South Coast (Wollongong) Other 2537, 2445-2451, 2545-2551

Southern Highlands Region 2575-2579

Sunshine Coast Region Primary 4518-4519, 4550-4580, 4600-4601

Toowoomba City & Near Region 4350-4370, 4373-4381, 4400-4405, 4605-4610, 4614-4615

Western Plains Region (Dubbo) 2821-2844, 2878

Mount Gambier 5290

Central West (Bathurst) Other 2787, 2791-2793, 2797-2799, 2803-2820, 2845-2849, 2852-2877

 

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.