I have selected in-store pickup for my order.  When will it be ready?

Unfortunately our stores don't always have the stock for your order immediately available for pickup.

If the store does have the item in stock, then your order will be ready for pickup within 24 hours, and you will receive a phone call and an email from us to confirm that it is ready.

If the store doesn't have the stock, then our dispatch team will organise to have the order transferred there as soon as possible (generally, our standard shipping estimates would apply) and you will receive an email advising you of the tracking details for the transfer.  Then, once your order has arrived, you will receive a phone call us to let you know that it is ready to collect.

If you are concerned about an item's availability, please contact us for more information.

What do I need to bring with me when picking up my order?

Once you've received confirmation that your order is ready for collection, you will need to bring a copy of your invoice (or just show our staff the email on your phone) as well as some photo ID (i.e. licence or passport).

Please note that if you do not bring photo ID, and have not contacted us to organise an alternative form of identification, you may be refused collection of your order.

If the name on your ID does not match the name on your order, we recommend contacting us prior to collecting to ensure that the process goes smoothly.

Please note that due to fraud protection purposes our stores will record your ID number when you collect your order.  The information will be stored securely on our server and safely destroyed once it is no longer required.  If you have any questions or concerns regarding this, please contact us for more information.

What if I don't collect my order, or change my mind?

Once you have placed your order, it is unable to be refunded. Please see our returns & exchanges policy for more information.

    At Bags To Go, we will happily refund or exchange your purchase within 30 days of purchase either in-store or online. We simply require the original tags to be with the item and it be in original, unused condition. Please include a copy of your receipt with any postage returns.

    Returns can be sent to:

    Bags To Go - Returns

    76 Gladstone St,

    Fyshwick ACT 2609

    If you need help with return shipping we can supply a pre-paid Aus Post label, and the package can be dropped at your local Aus Post outlet. The cost of the label (1 label per carton) is then deducted from any refund amount due.

    Package Size Cost (ea)
    Large Suitcase $26.95
    Medium Suitcase/Duffle Bag $22.95
    Small Suitcase $19.95
    Satchel $15.95

     If you would like to request a return label please send us a message and include your order number and let us know how many packages you are returning. Refunds will be processed once the items have been received back into our warehouse or returned to store, and will be paid via the same method used at checkout. The refund amount will exclude any shipping charges paid.

    To exchange an item we recommend placing a new order for the item you are wanting and returning the other for a refund. We will then refund the original purchase once it is received back.

    For any questions about our items before you purchase, please send us a message and our customer service team will be happy to help you out!

    What if my goods have arrived faulty?

    Our warehouses and stores have strict quality control measures in place to ensure you receive the best available item.  If you have received a damaged item (e.g. dented, or slashed), it is possible the damage has been caused during transit.  If there is a chance that this has occurred to your parcel, please contact us immediately upon receiving the item, as the claim must be lodged within 24 hours of the parcel being signed for or delivered.  Bags to Go cannot be held responsible for transit-damaged items that are not claimed within this period.

    If your goods have arrived with, or developed a, fault that is covered under warranty, please see our Warranty page for further information, and our claims form.