CUSTOMER SERVICE - Ordering and Returns
Placing an order with MyBestFriendIsaBag.com.au is easy, convenient, safe and secure.
How to Place an Order
Just follow these easy steps:
1. Select your Best Friend Bags and add them to the shopping cart.
2. Log In or Create A New Account. You can also purchase as a Guest if you choose.
3. Enter all the billing information required.
4. Enter your shipping/delivery information including any special delivery instructions.
5. Confirm your order.
6. Make your secure online credit card payment using eWay Payment Gateway.
My Best Friend Is A Bag.com.au accepts secure payment through eWay Payment Gateway of credit cards Visa and MasterCard only. Should you experience a problem while placing your order, please send us an email through our Contact Us link, giving us a phone number and your city and country location plus a time when we may contact you. As we are situated in Melbourne Australia and world time zone differences may apply, we are happy to call you at our expense at a time convenient to you. You may find this World Time Clock of assistance.
If you would like to talk to a Customer Service Representative for personal assistance or information, you can call us on 0438 404 419, Monday to Friday between the hours of 10.00am and 5.00pm Australian EST. Alternately you can call and leave a message, leaving you name, phone number, city and country and a convenient time for us to call you back. You may find this World Time Clock useful for calculating the time difference.
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Customs Duty and Taxes
Please note that shipping costs DO NOT include duties and taxes if your purchase is for delivery outside Australia. These charges will be an additional cost to you when your purchase arrives in your country. Your local authorities will contact you with the amount to be paid before your purchase can be delivered. Contact Us if you would like us to give you an approximate quote.
My Best Friend Is A Bag.com.au sends an email order confirmation to the email address specified in your account. An email confirmation of new orders is sent that specifies when your package has been shipped. Email confirmation is considered a service and is therefore still delivered to customers who have requested not to receive promotional email messages from us.
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My Account - Email Login/Password Assistance
Your email login is the email address you entered when you registered on our site. If you cannot remember your password, please enter your email address, leave the password field blank, and click 'Sign In'. We will email a new password to you.
The orders you place will be saved in your account and you can review them by clicking on the order number link on your account page.
Once an order ships you'll receive an email letting you know. Please allow time for your order to reach your country of destination at which time, we will email you again with new shipping information which will allow you to connect to the shipping site to track your order. If a tracking number is "not found," please allow 24 hours for shipping data to be processed and appear online.
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We hope you will be completely happy with your purchase. My Best Friend Is A Bag thoroughly checks all items to ensure they are in perfect condition before sending and each item is packaged carefully.
Unfortunately, we do not exchange for ‘Change of Mind’ so please ensure you are committed to your purchase.
There is also no exchange or refund on Sale items.
In the event that you receive a faulty My Best Friend Is A Bag product, notification must be given within 3 days of receiving the item, and return of the product must be received within 10 days.
Please contact My Best Friend Is A Bag Pty Ltd Head Office via email on enquiries @ mybestfriendisabag.com.au to notify us. You will be sent an email containing a Returns Authorisation Number and instructions on returning the faulty item.
Items must be in as new condition and unused, to be accepted as a return. Product tags must be attached or accompany the product on return plus the original receipt as proof of purchase.
In the case of the item/s being exchanged, the cost of postage will be re-charged on second delivery. We do NOT refund initial shipping charges for goods returned (other than for faulty items). Items we exchange for you will be resent at your cost. Your own return postage costs are not refundable.
A refund or exchange will be made on receipt of the item. Refunds will only be issued at the discretion of My Best Friend Is A Bag. Please use the provided online return/exchange sheet to indicate the reason for your return/exchange and the Returns Authorisation Number.
A faulty product does not include damage incurred by the purchaser in failing to maintain and care for the product properly.
Once approved, your replacement order will be processed within 7 days. If we are unable to supply you with a replacement, a credit will be issued. You will receive email notification of this.
We offer replacements/refunds to bags that have legitimate manufacturing faults within a 3 month period from date of purchase.
This does not cover reasonable wear and tear, stains, marked or torn fabric, or soiled items.
Leather is a natural product. Damage and/or defects caused by personal wear and tear, accidents, treatment which is inconsistent with care instructions, dismantling or repair by persons other than recommended repair centres are not covered under the terms of the warranty.
All damaged goods require an email to enquires @ mybestfriendisabag.com.au. You will be sent an email containing a Returns Authorisation Number and instructions on returning the item. No clearance/sale items will be replaced/returned/credited. You will be asked to send the item back for assessment and provide proof of purchase before any exchange or refund is made.