Terms of Service

  • ## Shipping Policy

    Last updated: February 6, 2026

    Thank you for shopping with JellyBag!

    As each of our bags is handmade and made to order, shipping occurs in two stages: production time and delivery time. This approach allows us to focus on quality craftsmanship rather than mass production.

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    ## Production Time (Made-to-Order)

    All bags are individually handcrafted after an order is placed.

    Our current production timeframe is:

    *2–3 weeks** for crafting and quality inspection

    Production typically begins within *48 hours** of order confirmation

    * Pre-order items follow the same handmade production timeline

    Because each item is made specifically for you, we do not keep ready-made inventory.

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    ## Shipping Time (After Production)

    Once production is complete, your order will be dispatched. Estimated delivery times are as follows:

    *Australia:** 3–7 business days

    *New Zealand:** 5–10 business days

    *International:** 7–14 business days

    Delivery times are estimates only and may vary due to carrier delays, customs processing, or peak shipping periods.

    A tracking number will be sent to your email once your order has been shipped.

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    ## Shipping Carriers

    We use trusted carriers depending on your delivery location, including:

    * Australia Post

    * DHL

    * UPS (for select international shipments)

    Carrier selection is automated to ensure the most efficient delivery option.

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    ## Customs & Duties (Australia & International)

    ### Australian Orders

    Orders shipped within Australia are not subject to customs duties or import taxes.

    ### International Orders

    For orders shipped outside Australia:

    * Customs duties, import taxes, VAT, or other fees may be applied by your local customs authority

    These charges are *not included** in the product price or shipping cost

    Any customs or import fees are the *responsibility of the customer**

    Customs regulations vary by country, and we are unable to predict or control these charges. We recommend contacting your local customs office for more information before placing an order.

    If a package is delayed, refused, or returned due to unpaid customs fees or import regulations, we are not responsible for reshipment or refund of shipping costs.

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    ## Address Accuracy

    Please ensure your shipping address is entered correctly at checkout.

    * We are not responsible for orders shipped to incorrectly provided addresses

    * Orders returned due to address errors may require additional shipping fees to resend

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    ## Delays, Lost, or Stuck Packages

    If your tracking shows a delay or your parcel appears stuck in transit, please contact our support team. We will assist by contacting the carrier and initiating an investigation if required.

    While we cannot control carrier delays, we will always do our best to support you.

  • ## Refunds & Returns Policy

    Last updated: February 6, 2026

    At JellyBag, each bag is handmade to order with care and attention to detail. Because of this made-to-order process, our returns and refunds policy differs from mass-produced items. This policy is designed to be fair, clear, and compliant with the Australian Consumer Law (ACL).

    Nothing in this policy limits your rights under the ACL.

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    ## Order Cancellations

    We understand that sometimes plans change.

    • Orders may be cancelled within 24 hours of purchase for a full refund

    • After 24 hours, production may have commenced and materials may have been allocated

    • For this reason, cancellation requests made after 24 hours may not be approved

    If you need to request a cancellation, please contact us as soon as possible at: hello.jellybag@gmail.com

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    ## When You’re Entitled to a Return or Refund

    Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if your item:

    • Has a major fault

    • Is damaged in transit

    • Is not as described

    • Is not the item you ordered

    If your item arrives with any of the above issues, please contact us within 7 days of delivery so we can resolve the matter promptly.

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    ## Change-of-Mind Returns

    Because our items are handmade and produced specifically for each order, we do not offer returns or refunds for:

    • Change of mind

    • Pre-order or made-to-order waiting time

    • Personal preference (including colour, size, or style)

    This does not affect your rights under Australian Consumer Law.

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    ## How to Request a Return

    If there’s an issue with your order, please follow these steps:

    1. Email hello.jellybag@gmail.com with your order number

    2. Include clear photos showing the issue

    3. Our team will review your request and respond within 48 hours

    If your return is approved:

    • We’ll provide return instructions (and a return label where applicable)

    • Once the item is received and inspected, your refund or replacement will be processed

    • Refunds are typically issued within 3–5 business days of receiving the returned item

    Items Not Eligible for Return

    • Final sale or clearance items

    • Items damaged due to wear and tear, misuse, or accidental damage after delivery

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    ## Refund Timeframes

    Refund processing times vary depending on your bank or payment provider.

    If you haven’t received your refund within 7 business days after confirmation, we recommend checking with your bank first. If you still need help, please reach out — we’re always happy to assist.

  • If a package is refused, unclaimed, or returned to us due to:

    • unpaid customs or import fees

    • incorrect or incomplete address details

    • multiple failed delivery attempts

    the order will be considered undeliverable.

    Because our items are handmade to order:

    • Original shipping fees are non-refundable

    • Reshipping will require payment of a new shipping fee

    • Refunds (if applicable under our Returns & Refunds Policy) will exclude shipping costs

  • If your tracking shows a delay or your parcel appears stuck in transit, please reach out to us. We’re always happy to help and will assist by contacting the carrier and opening an investigation if needed.

    While shipping delays are outside our control, we’ll do everything we can to support you.

  • ## Privacy Policy (Australia)

    Last updated: February 6, 2026

    JellyBag operates this website and online store (the “Services”) to provide customers with a safe and reliable shopping experience. Our store is hosted on Shopify, which enables us to sell products and process payments securely.

    This Privacy Policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

    By accessing or using our Services, you agree to the collection and handling of your personal information as described in this policy.

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    ## What Personal Information We Collect

    “Personal information” means information that identifies or could reasonably identify an individual.

    Depending on how you interact with our Services, we may collect the following personal information:

    *Contact details**: name, email address, phone number, billing and shipping address

    *Payment details**: payment method and transaction details (payment information is securely processed by Shopify and its payment providers)

    *Account information**: login details, preferences, and account settings

    *Order and shopping activity**: products viewed, added to cart, purchased, returned, or exchanged

    *Customer communications**: information you provide when contacting us

    *Device and technical data**: IP address, browser type, device identifiers

    *Website usage data**: how you use and navigate our website

    We do not intentionally collect sensitive information unless required and permitted by law.

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    ## How We Collect Personal Information

    We collect personal information:

    *Directly from you** when you place an order, create an account, or contact us

    *Automatically** through cookies and similar technologies when you browse our website

    *From service providers** such as Shopify, payment processors, analytics providers, and shipping partners

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    ## How We Use Your Personal Information

    We use personal information to:

    * Process orders, payments, shipping, returns, and exchanges

    * Create and manage customer accounts

    * Communicate with you about orders, support requests, or service updates

    * Improve our website, products, and customer experience

    * Send marketing communications (you may opt out at any time)

    * Detect and prevent fraud, security issues, or misuse of our Services

    * Meet legal and regulatory obligations

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    ## Disclosure of Personal Information

    We may disclose personal information to:

    *Shopify and trusted service providers** who help operate our business (payments, hosting, analytics, fulfillment, customer support)

    *Marketing and advertising partners**, where permitted by law

    *Legal or regulatory authorities**, if required by law

    *Other parties**, where you have consented or where disclosure is reasonably necessary for business operations

    We do not sell personal information for profit.

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    ## Overseas Disclosure of Personal Information

    Some of our service providers (including Shopify) may store or process personal information outside Australia.

    Where personal information is disclosed overseas, we take reasonable steps to ensure it is handled in a manner consistent with Australian privacy laws, unless an exception under the Privacy Act applies.

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    ## Cookies and Analytics

    We use cookies and similar technologies to operate and improve our website, understand customer behaviour, and support marketing activities. You can manage cookie preferences through your browser settings.

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    ## Data Security and Retention

    We take reasonable steps to protect personal information from misuse, loss, unauthorised access, or disclosure. However, no system is completely secure.

    We retain personal information only for as long as necessary to fulfil the purposes outlined in this policy or to comply with legal requirements.

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    ## Access and Correction

    Under Australian privacy law, you have the right to:

    * Request access to the personal information we hold about you

    * Request correction of inaccurate, outdated, or incomplete information

    To make a request, please contact us using the details below. We may need to verify your identity before responding.

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    ## Marketing Communications

    You may opt out of receiving marketing emails from us at any time by using the unsubscribe link in our emails or by contacting us directly. Even if you opt out, we may still send important service-related messages.

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    ## Changes to This Privacy Policy

    We may update this Privacy Policy from time to time to reflect changes to our practices or legal requirements. The updated version will be posted on our website with a revised “Last updated” date.

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    ## Contact Us

    If you have any questions, concerns, or complaints about this Privacy Policy or how we handle personal information, please contact us at: hello.jellybag@gmail.com