Strand Customer Help Center NZ

Strand Customer Help Center!

Delivery Timeframes
The estimated time of delivery depends on where the recipient's address is located.

Most Areas in NZ within 3 - 7 working days*
Regional areas up to 7-14 working days*
Deliveries are only made between 9:00 AM and 5:00 PM, Monday to Friday. Please note there will be no weekend or public holiday deliveries.   *These are only an estimated time of arrival of the purchased items. We apologise if there are slight delays from time to time. Please allow extra time for your order to be delivered during peak and promotional periods. Thank you!

Click & Collect
We always do our best to have your order ready as soon as possible. Typically, orders are available for collection within 1-3 working days. 

*Please Note -  In some cases, we may need to order stock from another store location or from our warehouse in Australia, which can take an additional 5 - 21 business days. If this happens, then we will send you an email to notify you of this.

When will I receive my order?

The Welcome email can sometimes take up to 30 minutes to be received and is also displayed in your online account. Please kindly check your junk/spam folders to see if the email came through. If not please use the below voucher details to complete your online purchase. 

*Please note – the discount only applies to full price items and is not in conjunction with any other offer including markdown or clearance items.

Voucher Codes: WELCOME10 (online) or Voucher Number 99993333300010 (in store)

Please ensure you have logged in first through the account page link below using your email address and password before entering any voucher details at the checkout.
https://www.strandbags.co.nz/account/login

Once you have added your items to your bag and are ready to complete your purchase, select proceed to checkout and enter the voucher number in the required voucher code box on the "My Bag" order summary page then select proceed to check out again which will then take you through to delivery and payment. 

Terms and Conditions can be reviewed here: Term's and Condition's

Never miss out on the best offers. Sign up here for SMS alerts on the latest member offers

I haven't received my welcome voucher.

Returns & Exchanges
We will gladly accept product returns where:
-You have changed your mind within 30 days of purchase.
-The product does not match the description.
-The product is faulty.

Change of Mind Refund policy:
*Provided that the products are returned in their original condition with tags attached and within 30 days of purchase, we will offer:
With your receipt - You will be entitled to an exchange, a refund or a credit note.
Without your receipt - You will be entitled to a credit note.

Faulty products (Warranty policy):
If the items purchased are faulty, please bring them back to any Strandbags store, with your proof of purchase where the staff will be able to assess the fault and find a suitable form of redress. You can find your nearest Strandbags store by clicking here.

Exchange policy:
In case you are not in love with what you have purchased, we allow exchanges done in store only. You can visit any Strandbags store near you, and they will be able to assist you. Here is our store locator to help you find stores near your area. 

Please note: Goods purchased in Strandbags Factory Outlet Stores may only be returned to Strandbags Factory Outlet Stores for refund or exchange.

What is your return policy?

Luggage is warranted against the unlikely event of faults occurring due to defective workmanship within a specified timeframe from the date of purchase. 

The warranty does not cover mishandling by carriers, abuse, misuse, neglect and unauthorised repair.

If you wish to make a claim under the warranty, you must return your faulty luggage to a Strandbags store of your preference with your *proof of purchase. 

*This is either your original receipt or a bank statement which shows the purchase. Please note that your purchase history can also be viewed in your Strandbags loyalty account. 

The item will then be sent to our authorised repairer for evaluation. If the damage is deemed to be covered under the warranty, we will gladly repair or replace any faults free of charge.

Please keep in mind the time required for this process before planning your next trip.

Warranty periods:
Flylite: 15 years
Nere: 15 years
Antler/Samsonite/American Tourister: 10 years
Guess travel: 5 years
Handbags/Smallgoods: 12 months

What is your warranty policy?

At Strand, we want to offer the best prices on our great quality products. With our Price Match Policy, we’ll happily match any competitor’s price for the same in stock product. 
 
To request a price match, just present      proof of the advertised product and its price to one of our team members      on the day of your purchase.
We only match prices from reputable      retailers in Australia and New Zealand and excludes clearance or      liquidation sales, warehouse outlets, duty free stores, unauthorised      websites or resellers and second-hand retailers. Our team can help identify these.
 
For our online customers, before making your purchase please contact our team. If you are shopping after hours, email the details to us at customercarenz@strandbags.co.nz, who will be able to review the request and respond to you.

Price Match Policy

Thank you for reaching out.

We would like you to receive your order as quickly as possible. The estimated time of delivery depends on many factors including but not limited to - your delivery address , stock levels and courier delays.

Most Areas in Australia we estimate from 1 - 5 working days.
Regional locations, WA and NT can take up to 8 working days.

*These are only an estimated time of arrival of the purchased items. We are really sorry if there are slight delays from time to time, especially during promotional periods. Please allow extra time for your order to be delivered. Please note - Deliveries are only made between 9:00 AM and 5:00 PM.

Should you need anything more, let us know at customercare@strandbags.com.au.

Kind Regards,
Customer Care

Get more information

Strand+ Loyalty Program

Browsing

Purchasing

Click and Collect

Delivery

Returns & Exchanges