FAQs


Order Status

Has my order shipped?

Click the Account icon (located at the top right hand side of our site) to check your order status.

How do I change quantities or cancel an item in my order?

You can change quantities or remove items you wish to order only while they are still appearing in your cart. Simply click the cart button and amend the quantities by clicking the plus or minus buttons. If you have already checked out and paid for your order, you will be unable to amend quantities or cancel your order. Please make sure you have double checked your order to ensure it is correct and exactly what you want prior to making your purchase. If for any reason you need to change your order after checking out, please contact us via info@proyager.com.au and we will assist you as quickly as possible.

How do I track my order?

You will receive automatic tracking advice via email after your order has been packaged and processed. Following this, you can then either visit the Australia Post website tracking tool to track your order, or simply wait for automatic emails from Australia Post containing information regarding the progress of your delivery.  Refer to our Shipping and Returns Policy for more information.

My order never arrived.

Click the Account icon  to track your order status. Double check your delivery address. Be sure that all of the items in your order are marked as fulfilled in your account. If fulfilled, check the tracking information directly with Australia Post to confirm the status of your delivery. If your packages each show a status of "delivered", please contact Australia Post for further assistance. Feel free to contact us via info@proyager.com.au also should you need further assistance with this process.

An item is missing from my shipment.

Click the Account icon  to check the items in your order. Be sure that all of the items in your order have been fulfilled. Then check the status of your delivery via Australia Post. If your packages each show a status of "delivered", please contact the shipper for assistance or contact us via info@proyager.com.au should you need further assistance with this process.

My Account

How do I create an account?

1) Click the Account icon (located to the left of the cart icon  at the top right hand side of our site).
2) Click "Create Account" located beneath the orange SIGN IN button.
3) Fill in the form details and click "Create".

Note: Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy and Security page for more information.

How do I edit my account information?

Click the Account icon  to edit your account information.

How much is my shipping?

Refer to our Shipping and Returns Policy for more information.

I forgot my password.

Click the Account icon . Under the login box you'll see a link that says "Forgot your password?". You will then be sent an email with a link to update your password.

How do I return my order?

Refer to our Shipping and Returns Policy for information.

When will my order ship?

Refer to our Shipping and Returns Policy for information. After placing your order, you can click the Account icon  to track the status of your order. You will receive a shipment confirmation and tracking number within 24 hours of your purchase.

 

Shipping, Returns and Warranties

Shipping

We process orders on a daily basis Monday to Friday excluding public holidays. Orders are dispatched either same day or the next available business day. For more information, see below.

Domestic Shipping

Standard: Free Parcel Post delivery with tracking via Australia Post in *3 to 8 business days. Same or next day dispatch.

Express: $15 flat rate for Express Parcel Post delivery with tracking via Australia Post in *1 to 3 business days. Orders received by 2pm are processed and dispatched same day.

*Delivery times vary between metro, country or remote areas. Please check the Australia Post website for guidelines on delivery timeframes to your area.

Order Tracking

You will receive automatic tracking advice via email, so please ensure the email address you provide us is correct. If you prefer to manually track your deliveries, your tracking number is also loaded into your Proyager account and viewable within 24 hours. Armed with your tracking number, you can then use the Australia Post website tracking tool to track the progress of your delivery. If you do experience delays, please contact Australia Post and quote your tracking number. Please note that Proyager is not liable for any Australia Post delays that may occur from time to time after we've dispatched your order.

International Shipping

Currently, we ship to the following countries: New Zealand, United States of America, Canada and UK. You will be able to track the delivery at our selected courier partner websites and will also receive tracking advice via email. (If you've madly fallen in love with our bags but your country is not listed here, please feel free to send us an enquiry on shipping and we will try to accomodate you. Depending on country restrictions, we may not be able to ship to you but we will try our best to sort something out if we can!)

International Delivery Options:

  • Australia Post Pack and Track International, or Air Mail (depending on the country), *3 to 10 days (can take up to 30 days) from the date of dispatch: $35
  • Australia Post Express Post International, *3 to 7 days from the date of dispatch: $65

Import duties, taxes, and charges are not included in the item price or shipping cost. You are responsible for these charges. Please check with your country's customs office (especially UK and Canada) to determine what these additional costs will be, if any, prior to your purchase.

*Delivery timeframes shown are based on those shown on the Australia Post website and are current at the time of publishing this page. These times apply from the date of dispatch and are based on business days (excluding weekends and public holidays). Proyager is not liable for any delivery delays that may occur from time to time that are out of our direct control after dispatch, such as courier delays, or any delays that may occur in the customs department of the destination country. If you do experience delays, please contact Australia Post and quote the tracking number provided to you.

Return Policy

If you are not fully satisfied with your purchase, you can return your order to us within 30 days from the purchase date. You can either exchange your item to another item of the same value, or receive a credit note to the same value of your original purchase. Your item must be returned to us unused, in the original condition, and with the original tags attached. You are responsible for return and delivery costs. This policy applies to online purchases and purchases via pop up shops we run from time to time.

If your return is a result of our error (the item is defective or not the same item that was selected online), we will pay for the return shipping costs and you have the option to exchange the item to another of the same value, receive a credit note to the same value of your original purchase, or receive a full refund.

 

How to request an exchange, credit note or refund:

Purchases made online: Send an email to info@proyager.com.au and include the information requested as per the dot points for purchases offline below. A receipt is not required since we have proof of your purchase in our records.

Purchases made offline: You must retain the original receipt in order for us to process your exchange, credit note or refund. Scan or photograph your original receipt and send to: info@proyager.com.au using email subject ‘Product Return’ . Make sure to include ALL the following details:

  • Your name.
  • Mobile phone:
  • Email address:
  • Preferred contact method: (email/phone)
  • Product(s) being returned, including model name and colour
  • Reason for return: Changed my mind / Item faulty / Not what I ordered
  • Refund method: Product Exchange / Credit Note / Cash refund

Credit notes will be issued to you via email.

If you are entitled to a refund, you should expect to receive your refund within four weeks of giving your package to the return shipper. However, in many cases you will receive a refund much faster. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank or PayPal to process our refund request (5 to 10 business days).

Warranty

We offer a 90 day warranty on all of our products.

At Proyager, we work hard to ensure the best standards of quality in all of our products, however we also understand that sometimes things can go wrong. If a problem does occur with your Proyager product and the problem is caused by manufacturing defects in material and workmanship, Proyager will, in its discretion, either fix or replace the Product in accordance with the warranty terms and conditions stated herein. This warranty applies only to the first purchaser or gift recipient of the product for a period of 90 days  starting from the date the product was purchased.

This warranty is limited only to manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), over loading the bag beyond reasonable capacity, neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, *normal wear and tear, transport damage (by airlines for example), or theft and/or loss of contents of your bag. *Normal wear and tear or damage from daily use is not warranted, for example, fabrics and leathers may naturally fade or deteriorate over time. These are normal conditions and are not considered manufacturers' defects.

To make a warranty claim, please contact us via info@proyager.com.au

Please include your preferred contact method and description of your query to help speed up the process. We will provide you with instructions on returning the product to us so that we can review the product fault.

Once we determine that the defect falls within the warranty guidelines, depending on the nature of the fault, one or more of the following options may be applicable:

  • we will exchange your item with an item of the same value, or,
  • we will issue a refund or credit note equal to the original purchase price where exchange is not possible (i.e. if the item is out of stock and a replacement cannot be sent in a reasonable time frame, or the item has been discontinued)
  • (Note: the materials from all faulty bags returned to us are donated to recycling centres, craft groups and similar, to be reused in the interest of reducing environmental waste and contributing toward sustainability. We may also at times repair the bags where possible and donate to community groups or individuals in need)

If you have further questions or concerns, please contact us via our contact page for further assistance.

 

Privacy and Security

Privacy policies

We value your privacy. Please view our Privacy and Security page for complete details on how we use the information we collect.

Security

This website is protected with Shopify's SSL (secure socket layer) encryption, the highest standard in Internet security.

 

Payment, Pricing and Billing

Payment methods

We accept PayPal and Visa and Mastercard credit and debit payments online and offline plus the option of cash payments offline. You can also pay by Visa, Mastercard and American Express via the PayPal system. You may visit www.paypal.com for more information

When will my credit card be charged?

Your credit card is generally charged within 24 hours prior to shipment of your item(s).

Do I have to pay tax?

You have to pay GST if you are located in Australia. All prices listed on our website are GST inclusive. If you are located overseas, no GST will be charged.

I have a question on my charges.

Click the Account icon  to review your orders. Here, you can compare your order history on our website with your financial records. If you have further questions or concerns, please contact us via our contact page for further assistance.

I need a copy of my receipt/invoice.

Please contact us via our contact page to request a copy.

When will my refund be processed?

Refer to our Shipping and Returns Policy for information.

 

Visitor's Guide

How do I find my product?

To find the product(s) you're looking for, you can either use the navigation menus at the top of our website, or type a keyword into the SEARCH box (magnifying glass at the top of our website or search box at the bottom of our website). If you have any trouble locating a product, feel free to contact us via our contact page for further assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located within the Catalog dropdown at the top of each page of our website. You can also find our product collections and some featured products on our home page. If you have any trouble locating a product, feel free to contact us via our contact page for further assistance.

 

Additional Support

How do I contact you?

Contact us via our contact page.

You can also send an email to:
info@proyager.com.au

If you would like to speak to us, please contact us on 0488 29 4999 during office hours Monday to Friday, 9am to 5pm Australia EST.

 


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