FAQ/Help

Although we are doing everything in our power to ensure quick processing of orders, please be aware that during the extremely busy holiday season, and due to ongoing COVID interferences beyond our control, dispatch and shipping delays are to be expected.

We strongly recommend placing your order as early as possible, and choosing the Express Shipping option, should you wish to receive your order before Christmas.

For your parcel to have the best chance of pre-Christmas arrival, Prene's recommended cut-off date for Fed Ex Express Shipping, is the 30th of November.

For the latest on international deliveries, please visit: https://www.fedex.com/en-au/service-news.html

We kindly ask for your patience and understanding during the current Coronavirus pandemic. Unfortunately shipping delays across all countries are to be expected at this challenging time and we cannot guarantee our usual shipping timeframes. Please know that we will continue to work to deliver all orders as soon as possible while we keep our close attention on the situation. We sincerely apologise for any inconvenience and thank you kindly for your understanding.

Please refer to our HOLIDAY SEASON SHIPPING and COVID-19 disclaimers above, regarding current dispatch and shipping conditions.

Prene Bags is based in Melbourne, Australia and we ship express to the U.S.A and Canada.

Most orders are dispatched the next business day. Please kindly allow for additional dispatch time during busy periods. Although we do our best to send out orders in a timely manner, we cannot be held responsible for any delays with Fed Ex.

Express U.S.A & Canada Shipping (FED EX): $20.00* OR FREE for orders over $100

Typically 5-7 business days worldwide.

*Our prices do not include taxes and duties. Most orders will fall below the personal import allowance for the U.S.A, but if any taxes are due, they are the responsibility of the importer.

Please ensure to have the correct address to prevent returns and delays.

Unit/apartment number (if applicable), building number, street name, suburb, state, post code (zip code), country and phone number. Prene Bags is not liable for delays if the receiver has placed insufficient address details. If there are insufficient address details, the parcel will be returned back to Prene Bags and there could be further delays with your order as well as an additional charge for resending if the original address is inadequate to be delivered.

Please ensure to have the correct address to prevent returns and delays.

Unit/apartment number (if applicable), building number, street name, suburb, state, post code (zip code), country and phone number. Prene Bags is not liable for delays if the receiver has placed insufficient address details.

If there are insufficient address details, the parcel will be returned back to Prene Bags and this may incur an additional charge for resending if the original address is inadequate to be delivered.

If an item has been returned to sender due to the parcel not being collected from the post office or requested place of delivery, the item will be returned to Prene Bags and this may incur an additional charge for resending.

1. Email our Customer Care team at customercare@prenebags.com to request a Return Authorisation number (RA.) We kindly ask you to include:

- the original order number

- the details of the item/s

- the reason for return

in your RA request email. Once approved, we will send you a returns form for you to fill out and include in your return. Please note, no returns will be accepted without a return authorisation from our Customer Care team.

2. Once you are issued with an RA number, please return your item to the following address:

Prene International Returns
RA#:
Suite 168/283 Glen Huntly Rd
Elsternwick,
VIC, 3185
AUSTRALIA

PLEASE NOTE: RETURNS WITHOUT A RETURN AUTHORISATION NUMBER WILL BE REJECTED.

3. We kindly ask you to return your item using the same packaging it was delivered in to help us reduce our environmental impact. If the satchel or box is no longer usable, please use a secure postage bag or box to return your item(s).

Once your online return is received by Customer Care, the item(s) will be assessed to ensure it complies with our policy and a return outcome will be determined within 10 business days. If your online return has been credited to an online voucher you will receive an email with your voucher number to redeem online at checkout. Credit vouchers are valid for 2 years from date of issue and not refundable or redeemable for cash.

Prene is not liable for the loss or damage of garments in return transit. We recommend sending the item via a traceable delivery method and keeping record of your tracking number. Please note original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.

Due to COVID-19 there is the potential for delays with international shipping, therefore, potential delays in international returns reaching our mailbox.

If an item is labelled as "pre-order", it means it is currently out of stock and will be shipped once it has been restocked. The estimated restock/shipping date will be listed in the product description.

Please note all pre-order dates are approximate. If you require an item by a specific date, we recommend emailing us prior to purchasing and we will be able to assist with further information.

Items that are placed with pre-order items will be sent together once the pre-order arrives.

Our Bundle Value Packs can be purchased by clicking on a product listed in this collection and viewing the available 20% off bundle options on the product page. Please note, if you choose to add a 20% off bundle to your cart, this code applies automatically and you will not be able to add another code on top of this. Only one discount is applicable per order.

Due to the rigours of postage, your Prene Bag may arrive slightly out of shape. To remedy, simply hang it up overnight on a handle or coat hanger, or, speed up the process with a bit of steam (it will really bring your bag back to life.) However, please do not iron.

Neoprene is a soft and flexible material and the shape can be manipulated as you like. Please remember your bag has been flat-packed in its package for some time and the shape will soften up. You can also wash the bag and hang or lay it out to dry to play around with the shape.

Although neoprene is a functional and durable fabric, it is by no means indestructible and our bags will show signs of wear and tear just like any other bag without proper care. The best way to keep your Prene Bag looking beautiful is to ensure it is placed down gently on any floors and surfaces (this helps prevent the fabric from catching or rubbing), the bag is not overloaded, and the press studs are supported in use to prevent any damage to the surrounding material.

Due to the woven nature of the rope handles, some loose fibres may occur. This is completely normal and very easily fixed. Simply trim off any loose threads, and gently wave over the flame of a cigarette lighter to completely seal these up (don't worry, we promise your bag will not go up in flames.)

The Saturday Bag is the larger, grown up sister of our bestseller, The Sunday Bag. Please see comparison picture here.

The Saturday Bag features all of the cult classic features of The Sunday Bag with the welcomed new addition of adjustable pram hooks. Both styles offer the bonus matching mini bag to hold baby bottles (additional use as a cosmetic bag) and the bonus changing mat (additional use as a travel shower mat or makeup brushes mat.)

Prene Bags are incredibly versatile and many customers use our bags as baby bags.

Our most popular large, built-in compartment tote styles are: The Saturday Bag, The Sunday Bag, The Bec Bag, The Voyager Bag and The Jetson Bag. The Haven Backpack also makes for a wonderful hands-free, unisex backpack option. Alternatively, any of our smaller totes such as our “classic” range (The Brighton, Portsea and Sorrento Bags), The Gigi Bag or The X Bag paired with a Bag Organiser makes a great, more compact, everyday baby bag option.