Terms and Conditions

SHIPPING

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 be held responsible for any delays or disruptions. 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.

 

PROCESSING TIME

Please allow 1-4 business days for our team to pick and pack your order due to current Covid restrictions that impact our warehouse. Shipping time frames are in addition to our processing times. Please kindly allow for additional dispatch time during busy periods such as sale periods.

 

RETURNS - CHANGE OF MIND

Full priced items purchased online are eligible to be returned for a store credit only.

As a valued customer of Prene, we would like to thank you for your purchase. In the instance that you may need to return one of your items, the following terms and conditions apply to all purchases made online at prenebags.com.

CONDITIONS OF RETURN 
Please ensure the below conditions are met, before submitting your return request:

— The goods are able to be returned to, and received by, our PO BOX within 14 days of receiving your order. 

— Item(s) must be in perfect condition and must not have been creased, worn, altered, damaged or washed. In the result of this happening we will be unable to accept your return. 

— Item(s) must be in original packaging with all tags attached.

— E-Gift cards cannot be returned.

Prene Bags reserves the right to reject returns that do not comply with the above conditions.

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 parcel. Please note, no returns will be accepted without a return authorisation from our Customer Care team.

2. When you are issued with an RA number, our Customer Care team will also provide you with a link to our easy Australian Post Online Returns Portal. By using our Returns Portal you ensure your package is tracked by Australia Post on its way back to us.

3. Once you’ve completed your return request via the Prene Australia Post Returns Portal you will have the option to print or receive a digital return shipping label.

If you choose a print label, please download, print and attach to the outside of the postage satchel.

If you don't have access to a printer, select the digital option. At the post office, show your return label on your phone and they will scan your code and print out a shipping label on your behalf to attach to your parcel.

4. 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).

As soon as your parcel is scanned by Australia Post, our Customer Care team will be notified that your return is on its way.

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.

 

RETURNS - FAULTY

Items purchased online that are deemed faulty (subject to Prene authorisation) can be returned for exchange, credit note or refund.

Our warranty period for faulty items is 4 months. A receipt and/or proof of purchase is required.

Please note that normal wear and tear is not considered a product or manufacturing fault.

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. When you are issued with an RA number, our Customer Care team will also provide you with a link to our easy Australian Post Online Returns Portal. By using our Returns Portal you ensure your package is tracked by Australia Post on its way back to us.

3. Once you’ve completed your return request via the Prene Australia Post Returns Portal you will have the option to print or receive a digital return shipping label.

If you choose a print label, please download, print and attach to the outside of the postage satchel.

If you don't have access to a printer, select the digital option. At the post office, show your return label on your phone and they will scan your code and print out a shipping label on your behalf to attach to your parcel.

4. 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).

As soon as your parcel is scanned by Australia Post, our Customer Care team will be notified that your return is on its way.

Once your online return is received by Customer Care, the item(s) will be assessed to ensure it complies with our policy and once deemed faulty your bag will either be repaired on you will be issued with a replacement.

 

RETURNS - INTERNATIONAL

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.