(Please read the following questions first before contacting us.)
Shipping & Delivery
When can I expect my item?
Please review our shipping policy page for further information.
Why are you taking so long to get my order delivered?
Please refer to the tracking number you were given on order fulfillment (which you should have received via email and/or SMS) for updates on your order's status and location. As delivery is assigned to third party delivery companies, we cannot be held responsible for any delays on their end.
Before contacting us about your order status, please contact the delivery company handling the delivery of your order if delivery to the shipping address stated on the order is taking longer than expected.
You are also responsible for ensuring that you collect any packages which are redirected to parcel pickup points within the designated time frame allocated by the delivery company. We are not liable for any lost or stolen packages that have been confirmed delivered to the shipping address stated in your order.
I only received part of my order; where's the rest of it?
For logistical reasons, your order may be delivered separately; this will be noted in the tracking details of your order (e.g. Item 1 of 2, Item 2 of 2). There is no guarantee you will receive the entire order within the same day.
Please refer to your tracking details in the event your order is not delivered in its entirety.
If you have any missing items, please contact us.
How do I track my order?
After your order ships out, you should get a shipping confirmation notification via email and/or SMS containing your tracking details, for you to check at any time.
You can also track your order here.
If you paid with PayPal, your tracking number will also be uploaded to the transaction associated with your order in your PayPal account.
Do you ship internationally?
Yes, we ship all orders globally.
What currencies do you support?
We process all transactions in USD. We also have a currency converter available, located on the header of every page.
(Disclaimer: Prices in your local currency are only approximations and are subject to change due to constant fluctuations in foreign exchange rates. We do not have any control over foreign exchange rates and cannot be held responsible if you pay more or less for your order than specified in your local currency, or for any international transaction fees charged by your card provider.)
How much do you charge for shipping?
All orders come with free standard shipping worldwide.
How much do you charge for tax?
As of the 2018-2019 Financial Year, consumers based in Australia are charged additional Goods and Services Tax (GST) equivalent to 10% of the consumer's total order value of their cart (including shipping), provided it equates to $1,000 AUD or less. These additional charges won't be displayed until you reach checkout.
No other countries are affected by this.
What payment methods do you accept?
We accept the following payment methods:
- All major credit/debit cards (Visa, MasterCard, AMEX)
Why did my payment fail to process/why was my payment declined?
Please ensure the payment information or payment provider account details you enter during checkout are correct when you finalize payment.
We cannot accept any responsibility for transactions which fail to process because they are declined by the payment provider you wish to make your payment with - please contact your payment provider for further information. You are, however, welcome to try another payment method.
Why are you asking me for identification after I made a payment?
After you place an order with us, our systems, in rare cases, may mark your order as potentially fraudulent due to a number of factors. Before we fulfill your order, we may contact you directly to request evidence of non-expired identification to confirm whether or not you intended to make the payment.
If you, for any reason, refuse or fail to comply with this within 24 hours after we contact you, your order will be canceled and payment fully refunded.
We will not use your identification documents for anything else nor share them with third-parties.
What is your refund policy?
Please check our refund policy page.
My question isn’t listed here; how can I contact you?
Please use the contact form below, or alternatively, contact us via the following communication channels:
- Facebook Messenger: @totalhandbag
- Email: firstname.lastname@example.org
Please quote your order number (in the subject line of your email) if inquiring about an existing order.
(Please allow up to 1 business day for a response; if we don't return your inquiry by then, please send another.)