Frequently Asked Questions
How long will it take to receive my order?
All our products are manufactured on demand at our Melbourne factory.The typical production lead time is approximately 1 week.
Shipping within Australia usually takes 2-4 working days, please allow 6-10 days for Western Australia. 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. During peak season (around Black Friday and Christmas) these delivery times can increase.
International Shipping times:
North America: 5 - 9 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?
As the customer you 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?
Unfortunately we no longer produce custom colour products.
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
If I buy a skingrowsback product can it be returned?
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. Often a product will need to be replaced as the process of repair can be lengthy and is likely to compromise the materials.
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.