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FAQ's

How long will it take to receive my order?

All online orders are typically serviced next the business day, please allow up to a week for an order to be completed as the manufactured to order nature of our brand can be unpredictable.

Shipping within Australia usually takes 2-4 working days, please allow 6-10 days for Western Australia. Please keep in mind that these are estimates supplied by our shipping carrier, once it leaves us we have little control over the exact delivery time.

International Express Shipping times:

North America: 7 - 10 business days

Europe: 6 - 13 business days

Asia: 5 - 9 business days

NZ: 5 - 8 business days

Rest of world: 15 - 20 working days

A link to the Australia Post International Delivery Times can be found here.

Please do not set your clock by these times. We are extremely efficient at working through our online orders each day. Many of our products are made to order this means occasionally with high order volumes we are working overtime to service these promptly. Please take into consideration these are the shipping times. The delivery time is the production lead time plus the shipping time.

If you are purchasing to a timeline then please order early.

Do I need to pay duties and taxes?

The customer is responsible for all local duties and taxes, please check with your local customs office before purchasing.

I have a tracking number but why is my package not moving?

Often packages get delayed at sorting centres, this tends to be due to the volume of packages. For international packages the tracking status will occasionally say "cleared, awaiting international departure", this means the package is inside an aircraft canister and is either waiting to be allocated to a flight or is on a flight. When the package is inside the canister it can not be scanned, the canister can be anywhere between Australia and the destination country.

Do you offer an industry discount?

Yes, we offer an industry discount under certain conditions.

Can I get custom colours?

Yes, if they are listed in the colour options. There are constantly new materials and colours being added. Be sure to contact us before you order to discuss the possibilities.

 

Why do the same reviews appear on other products?

Our reviews are sorted by product type and not colour, we believe our customers are reviewing the product itself and not the colour. This gives potential customers the opportunity to see a review that would be otherwise lost in hundreds of individual SKU codes.

 

Where can I buy skingrowsback products?

Our products can be found all over the world. Here is a list of our retailers

 

Can I get free stickers?

Yes, if you send us a stamped addressed envelope to:

skingrowsback

PO Box 713

Ulladulla

NSW 2539

Australia

A free sticker is included with every purchase.

 

If I buy a skingrowsback product can it be returned?

If it's a custom colour item then unfortunately not. If it's a stock colour then yes, providing it hasn't been used in any way and is fit for resale. Here is the full breakdown of our returns policy.

 

Can I have a skingrowsback product modified?

We do not make modifications to our existing products.

 

Can I have a custom product made for me?

We do not make custom products.

 

Can you produce a product without your logo on it?

No.

 

Can you fix my old bag?

We only fix skingrowsback products.

 

Our impact on the environment

The recycling processes at skingrowsback are extremely thorough. The wide product range helps ensure that various parts of patterns fit inside the off cuts of larger ones. Even the pieces that don't fit into the smallest components get used to reinforce areas of high load and stress, almost every scrap is used. Our cutting room scraps are stockpiled until we find a suitable application for them.