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For UK and Ireland orders please see our UK website www.prenebags.co.uk
For US orders please see our US website www.prenebagsus.com
For New Zealand orders please see our New Zealand website www.prenebags.co.nz

FAQ / HELP

Email Us

prenebags@gmail.com

PAYMENT+

We accept all major credit cards, PayPal and AfterPay.

RETURNS & WARRANTY+

RETURNS:
Please choose your Prene Bag carefully as we do not exchange or refund for change of mind (including unwanted gifts, wrong selection etc.) All bag dimensions and details are listed on each product's page to provide as much information about the product as possible prior to purchasing + please feel free to shoot us an email with any questions!

FAULTY ITEMS/WARRANTY:
If your Prene Bag has arrived faulty, please contact customer service immediately via email at: prenecustomercare@gmail.com to organize an exchange and complete relevant documentation.

Our warranty period for FAULTY items is 4 months - we do require a receipt/proof of purchase. Please note that normal wear and tear is not considered a fault.

There are strictly no returns on SALE items / SECONDS.

SHIPPING+

Prene Bags is based in Melbourne, Australia and ships worldwide.

We also have international websites for customers in UK/Ireland, New Zealand and The Philippines. Please visit our STOCKISTS page to redirect to these sites.

Australia wide standard postage (AUSTRALIA POST): $9.95*
or
FREE: on domestic orders of $149 +

International shipping (DHL EXPRESS): $39.95**

*Although we do our best to send out orders in a timely manner, we cannot be held responsible for any delays with Australia Post.

**International customers: items might attract duties/taxes according to the regulations in your country. Duties, taxes and fees are the responsibility of the addressee and are out of the sender and delivery agents hands.

PRE-ORDER ITEMS+

If an item says "PRE-ORDER" in the title, 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. Items that are placed with pre-order items will be sent together once the pre-order arrives.

WHAT ARE PRENE BAGS MADE FROM?+

Prene Bags are made from perforated neoprene (basically, a wetsuit.)

Technically speaking, our bags are 95% neoprene and 5% polyester. That 5% is the exterior colour laminated onto the neoprene.

WHAT SIZE ARE THE PRENE TOTE BAGS?+

Our 'classic' tote bags (Brighton, Portsea, Sorrento, Freddie, Sterling, Golden) measure approx. L 36CM X W 15CM X H 31CM.

The removable mini pouch included with only our 'classic' totes measures approx. L 23cm x W 13cm.

The X Bag totes measures approx. H30cm x W36cm D16cm.

Dimensions for all our products are listed in the product description of each item.

ARE PRENE BAGS MACHINE WASHABLE?+

Yes. We know that life can get a little messy sometimes. Prene Bags can be put in the washing machine on 'cool/gentle wash' with some gentle detergent, in a mesh washing bag/lingerie bag. We recommend hand washing our metallic bags.

MY BAG IS A BIT SQUISHED...HELP!+

Due to the rigours of postage, your Prene Bag may arrive slightly out of shape - 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) but 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 pop the bag in the washing machine machine and hang/lay it out to dry to play around with the shape.

HOW DO I CARE FOR MY PRENE BAG?+

Give it some love! Although neoprene is an absolutely AMAZING fabric, it is also very delicate and our bags will show signs of wear and tear just like any other bag. The best way to keep your PB looking beautiful is to ensure it is placed down gently on any floor/surfaces (this helps prevent fabric catching or rubbing), the bag is not overloaded, and the press studs are supported in use (to prevent any damage to the surrounding material.)

Please treat our METALLIC BAGS with particular care, as their fabulous shiny coating makes them much more delicate than our regular bags.

Due to the woven nature of the rope handles, some loose bits 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 your bag will not go up in flames!)