Help
Shipping and returns
Last updated 14 October 2026
Delivery
- Delivery is free to any address in Australia. We don’t ship overseas at the moment.
- Every bag is made to order by our print partner, so please allow 17 to 25 business days from when you order until it arrives.
- You’ll be emailed tracking details once your bag ships.
- If your bag hasn’t arrived within 30 business days, or the tracking hasn’t moved for a week, email hello@carryculture.com.au and we’ll chase it up.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. In plain terms, you’re entitled to a remedy if your bag:
- is faulty, or isn’t of acceptable quality (for example a broken zip, a strap that fails, or a poor print)
- arrives damaged
- doesn’t match the description or photos on this website
- isn’t fit for a purpose we told you it was suitable for
- isn’t what you ordered
Our photos are product mockups, and printed colours can look slightly darker in person. If what you receive is noticeably different from what we showed you, that’s covered.
If the problem is major, you can choose a refund or a replacement. If it’s minor, we’ll repair or replace the bag, or refund you, within a reasonable time. Consumer guarantees don’t end after a fixed number of days, so please contact us whenever you notice a problem. The sooner the better, as it helps us sort it out quickly.
How to get help with a problem
- Email hello@carryculture.com.au with your name, the email you ordered with, and a photo of the problem.
- We’ll reply within 2 business days.
- Most of the time we won’t need the bag back. If we do, we’ll pay the reasonable cost of returning it.
- Refunds go back to the card or payment method you paid with.
Change of mind
Because each bag is made to order for you, we don’t offer refunds or exchanges if you simply change your mind. This doesn’t affect your rights above if there’s a problem with your bag.
If you need to change your delivery address or cancel, email us as soon as possible. If your bag hasn’t gone into production yet, we’ll do our best to help.
More information
You can read more about your rights on the ACCC website.