We recommend contacting us. There's always a chance that the cool Crumpler thing you wanted is still available at one of our physical stores, we can help track it down and let you know where you can find it or even get it shipped to your doorstep.

Chat with us via the live chat on our website, or we recommend using our contact form, we are pretty quick to respond. If you use social media, we are on Instagram, Facebook & Tik Tok.

Customer service hours:
Mon - Fri, 12pm - 8pm AEDT
Saturday, 10:30am - 6:30pm AEDT

We do our best to ensure that what you see is as close as possible to the true colour. But, unless your computer monitor is calibrated identically to the systems used by our photographers, designers and web people, there may be slight variations.


If it's a concern for you, come into a Crumpler store. If that's out of the question, contact us.

We believe the most accurate way is to fill each bag first, and then measure. Not Christmas dinner chock-a-block bloated, but enough to achieve its intended shape and true usable volume.



Just remember, Crumpler bags are not square boxes, so our quoted measurements are generally taken at the widest external point, within reason.

For small stains use lukewarm water and mild soap, then remove any soap residue with a damp cloth and let dry in a cool shaded area.



For heavy soiling, wipe with a damp cloth and lightly spray with clothing stain remover, before finally again wiping with a damp cloth and letting dry.



Always dry in the shade. Never submerge your bag in water, to avoid mould. Avoid having it dry cleaned, washing machined, tumble-dried, ironed, treated with harsh chemicals and detergents. Doing so will ruin the protective coating on its fabric.

All our bags are at least water resistant, some are more than others. You can always find on our product pages the nitty gritty detail of the specific materials used for each product. Whilst your contents are safe from a light shower of rain, the bag cannot join you in the pool for a swim.

If a bags material is waterproof it will be clearly stated.

If you have any questions about a online order you placed, fill out our contact form and select order enquiry as the topic. You can also chat with us through our live chat.

Customer service hours:
Mon - Fri, 12pm - 8pm AEDT
Saturday, 10:30am - 6:30pm AEDT

Yes we can! Go to our repair page, have a read through what we do, then submit a repair request. Our repairs team will assess the damage and get back to you with the next course of action.

Bought the wrong bag?

You can return or exchange your order within 28 days of purchase, provided the item is unused, has tags attached, and includes the original receipt and packaging. Returns can be made at a Crumpler store or through our Returns Portal.

To start your return:
-Go to our Returns Portal
- Select your return outcome
- Your prepaid return label will be sent to the email address associated with your order
- Print the label and carefully follow the return instructions

If you need help with your return, please contact our Customer Care team.

For exchanges, we offer instant exchanges. This means your replacement order is sent out immediately, so you do not have to wait for your original item(s) to be returned to our warehouse. To enable this, an authorisation hold for the value of the returning item(s) will be placed on your card and released once your return has been received.

Return labels are provided through our Returns Portal, however customers are responsible for the cost of the label. This cost will be deducted from the total refund amount. For domestic returns, labels can be printed by the customer or at an Australia Post Office using the QR code provided. All international returns are shipped using UPS Express Saver, and customers are responsible for arranging collection with the courier using the prepaid return label sent to their email.

Return label costs:
- Australia: $12.80 AUD
- United States and Canada: $65 AUD
- Singapore, Malaysia, Japan, New Zealand, Hong Kong, South Korea, Thailand, China, Taiwan, Indonesia: $20 AUD
- Rest of the world: $65 AUD

Please note that multiple orders cannot be returned under a single return request or in the same box. Each order must be submitted separately and returned with its own return label.

Once your return is received at our warehouse, please allow up to 3 business days for processing. After the returned merchandise has been quality checked and approved, Crumpler will issue a refund to the original method of payment and send a confirmation email. While refunds are processed by Crumpler within 3 business days, your financial institution may require additional time to complete the transaction and update your bank statement.

If the returned merchandise does not pass the quality check and is not approved, Crumpler reserves the right to withhold the refund and retain the returned merchandise.

Damaged / Defective Goods
If you believe you have received a defective or damaged item, or an item different from the one you ordered, please contact our Customer Care team.

Click & Collect is available at all stores. To pick up your new dream bag, please bring your confirmation email when you come to collect your order.



You have 7 days from the day your order was placed to collect your order. If your order is not collected within the pick up time frame, the order will be cancelled and refunded.

Orders are dispatched from our warehouse in Australia. Orders are shipped within 24–48 hours, Monday to Friday. If you have any tracking-related queries after your order has been dispatched, please contact the courier directly.

Once your order has been shipped, you will receive an email with your shipment’s tracking information, allowing you to monitor the progress of your delivery.

SHIPPING COSTS AND DELIVERY TIMES

All delivery times are estimates provided by our couriers.

Japan
UPS Express Saver: 2–4 business days from dispatch.
Orders more than ¥10,000 JPY = Free
Orders less than ¥10,000 JPY = ¥1,500 JPY

Malaysia
UPS Express Saver: 2–4 business days from dispatch.
Orders more than RM300 MYR = Free
Orders less than RM300 MYR = RM30 MYR

New Zealand
UPS Express Saver: 2–4 business days from dispatch.
Orders more than $100 NZD = Free
Orders less than $100 NZD = $20 NZD

Singapore
UPS Express Saver: 2–4 business days from dispatch.
Orders more than $100 SGD = Free
Orders less than $100 SGD = $10 SGD

United States
Australia Post International Express: 4–7 business days from dispatch.
Orders more than $250 USD = Free
Orders less than $250 USD = $35 USD

Canada
Australia Post International Express: 4–7 business days from dispatch.
Orders more than $300 CAD = Free
Orders less than $300 CAD = $35 CAD

Rest of the world
UPS Express Saver: 2-4 business days from dispatch.
Shipping costs are calculated at checkout and rates vary by zone.

Liability
We are not liable for packages lost or damaged in transit with our postage partners. We will do our best to assist by contacting our couriers to investigate any issues with your delivery. However, we are not liable to refund any lost, damaged, or stolen packages. For all enquiries, please contact our Customer Care.

Crumpler ships to Australia, North America, New Zealand and Asia.



We are not able to ship to any countries in Europe, Africa or South America, as this area is serviced by Crumpler Europe.

Please allow a few extra days for delivery during holiday periods, we will get your order shipped out ASAP after you place the order, this may be 1-4 business days.



In an ideal world, we'd deliver your order personally, but unfortunately, our customers are too far-flung for that! While your order should arrive within the timeframe we specify for the shipping option you select, sometimes the unexpected happens.



A special exchange period will be available during the Christmas season. Any items purchased as gifts throughout November/December can be exchanged anytime until the end of January. As long as they are unused, have tags attached and you have the original proof of purchase (receipt or order number).

All international orders are shipped on a Delivered Duty Paid (DDP) basis. All applicable duties, taxes, and import charges are calculated and collected at checkout to help minimise the risk of additional charges on delivery.

Customs policies and clearance procedures vary by country and may result in delays beyond the estimated delivery timeframes. By placing an international order with Crumpler, you acknowledge that you are responsible for complying with the import requirements of the destination country and that the goods are being imported for personal, non-commercial use unless otherwise stated.

For further information regarding customs policies, import restrictions, or clearance requirements, please contact your local customs office. Crumpler is not responsible for delays caused by customs clearance processes.