FAQs

Why do I need so many pockets?
To find what you are looking for, and to keep all of your things in their place or out of the way. Your everyday bag has SO many uses throughout the day (especially as a parent!), so if your bag is a little bit organised then it will be easier to find things. Have a read of our blogs, or visit our socials for inspiration and tips.

What are the differences between the styles?
Read a detailed comparison of the three pocket tote styles here: https://arraybags.co/blogs/news/comparing-the-three-styles-of-pocket-totes

Are there new colours coming?
There’s always something new in the works, but it all takes time. ARRAY is a small business, and each range is a limited release with no guarantee of a repeat. If you like a colour that has sold out or have an idea for an upcoming colours, we’d love to hear about it hello@arraybags.co

Where are you based?
Array is an Australian owned small business based in Yamba, New South Wales, which is run out of a warehouse in the Yamba industrial estate (we offer order collection from here if you live locally or are just passing through!). We design our bags in Australia, and work closely with our amazing manufacturers in Hong Kong to create our small-batch, high quality products. Our manufacturers are dedicated to ensuring a high ethical, social and environmental standard throughout the manufacturing process, which is very important to us.

What are the care instructions?
Spot clean and air dry in shade - do not bleach, tumble dry or dry clean. You can cold machine wash on a gentle setting certain styles, just be aware that this may cause the colour to fade.

Please note, dark colours may transfer. All totes are washed during the manufacturing process to give them our signature washed-back look, however some colours may transfer. If you’re concerned, we recommend washing your tote in cold water (separately) to remove any excess dye – be aware that this may cause the colour to fade.

Do the bags come with the adjustable strap, or are they sold separately?
The adjustable strap is sold separately as an optional extra. You can mix and match colours, or even use one you already own if you like.

What packaging do you use?
It was important for us to use zero plastic in our packaging – which is why our packaging is all compostable from the amazing HERO PACKAGING.

Is wholesale available?
We are currently seeking interest from wholesalers who have physical stores (no online stores), please email us to discuss this further: hello@arraybags.co

I had an issue with my “Sign up for 10% off “ discount, can I get a refund for the difference?
Discounts cannot be applied retrospectively, however please contact us for your next order and we can give you a new code. Please note that discounts cannot be combined.

What is the return policy?
See our Return Policy regarding exchanges and returns.

What are the payment options?
We accept payment from Visa and Mastercard, PayPal, Shop Pay, Google Pay, Apple Pay, and Afterpay. Please see our Terms of Service for further information.

What are the shipping options?

Domestic Shipping Rates and Estimates

Australia	Estimated delivery time	Price
Free local pickup in Yamba***	1 business day	Free
Free local delivery to postcode 2464**	1-2 business days	Free
Orders over $90	3-10 business days	Free
Labels only - Standard	3-10 business days	$7
Standard	3-10 business days	$10
Express	1-4 business days	$15

 
We also have a great selection of bags available in a local cafe/shop if you want to check them out in person: MUSE, 15-15A Clarence St, Yamba NSW 2464

*** Local pickup: from our Yamba warehouse! We will contact you to organise a time for collection, as the warehouse is not manned full time. Send us an email first if you’re not sure! hello@arraybags.co

** Local delivery: we will email you to request delivery detail confirmation - delivery will be made within 1-2 business days upon receiving this confirmation from you.

Further information regarding domestic delivery estimates and updates from Australia Post are available here: https://auspost.com.au/service-updates/domestic-delivery-updates

 

International Shipping

NEW ZEALAND

International	Estimated delivery time	Price
STANDARD	10 to 15 business days*	$15
EXPRESS	6-15 business days*	$30

* Regional areas may take longer.

REST OF THE WORLD

We offer international shipping to all countries currently receiving parcels from Australia Post:

International	Estimated delivery time	Price
STANDARD	15 to 30 business days*	$20
EXPRESS	10-25 business days*	$35

* Regional areas may take longer.

Please note that due to limited international flights there may be delays in shipping from Australia to the rest of the world. Further information regarding international delivery estimates and updates from Australia Post are available here: https://auspost.com.au/service-updates/international-delivery-updates

Once your parcel leaves Australia, tracking is limited. Send us an email if you’re concerned about your delivery: hello@arraybags.co

 

See our Shipping Policy for further information regarding shipping rates and terms.

When will I receive my order?
You will be emailed with a tracking link to keep an eye on your delivery - please see our Shipping Policy for shipping estimates and further information.

What do I do if my order never arrives?
Email us at hello@arraybags.co and we will investigate!

What do I do if I receive a defective order?
We check all our products before sending them to you, however if you receive a defective product please email us at hello@arraybags.co or see our Returns Policy.

How do I make changes to an order I’ve already placed?
Please email us immediately should you wish to make any changes to your order. Once your order has been shipped we are no longer able to make any changes.

How does Mateship work?

1. Shop as normal:
   * Place your order as normal with any of our partner stores.
   * Remember to use the same Mateship email when checking out! Come back to Mateship after.
2. Group it:
   * Group it with mates after your purchase.
   * Mateship will automatically detect your order just like magic!
3. Rewards
   * Free shipping and instant cash in your account. No waiting around, no hurdles, no weird T&Cs.
   * All shipping fees get refunded instantly.

 

How do I contact your company if my question isn’t answered here?
Please email us at hello@arraybags.co

 

 

PRE-ORDERS

Sometimes we offer pre-orders for certain styles. This is a summary of information regarding pre-orders, please see our full terms and conditions regarding pre-orders, and do not hesitate to contact us if you have any questions at hello@arraybags.co

 

• Payment for pre-orders will be made in full at the time of placing your order.
• We intend to ship all pre-orders as close to our intended ship date as possible and will endeavour to contact you should this change.
• Pre-orders will be shipped in the order in which they are placed.
• No split orders – items that are in stock at the time of ordering will be shipped with pre-ordered items.
• All contact details must be up to date to ensure accurate delivery, please email us to make any changes to your information: hello@arraybags.co
• If we are unable to ship pre-orders 60 days from placing the order, a full refund is available on request.

DISCLAIMER: This summary is intended to assist you to understand the terms and conditions of presale detailed in our terms and conditions policy and are not intended to be comprehensive.

 

PRE-ORDER FAQs

 

When will I get my order?

Once we have received and checked our stock we will let you know, and then madly pack and dispatch all the pre-orders in the order in which they were placed. We will let you know ASAP should the expected delivery date change.

Do I pay for my pre-order up front?

Yes, payment in full is required when placing your pre-order.

Can I cancel my pre-order?

You can cancel your pre-order, however an administration fee of $5 will be deducted from the refunded amount. Please email us to arrange a cancellation: hello@arraybags.co

If I order an item that is currently in stock, will I receive two deliveries?

No, you will receive only one delivery when the pre-ordered items become available. You will need to place two separate orders if you want to receive an available item earlier.

Why should I place a pre-order?

You can place a pre-order to ensure that you are the first to receive a new release!

 

Anything else?

Please see our full terms and conditions regarding pre-orders, and do not hesitate to contact us if you have any questions at hello@arraybags.co