Frequently Asked Questions

Delivery & Shipping

How long will my order take to arrive?

Orders are dispatched within 48 hours of being placed. Once shipped via Australia Post, please allow 5–7 business days for delivery. Please note that delays may occur during the Christmas period.

Do you ship Australia-wide?

Yes! We ship to all states and territories across Australia. Orders are sent from Queensland via Australia Post.

How will my order be sent?

All orders are shipped via Australia Post. You will receive tracking information once your order has been dispatched.

Tracking Your Order

How do I track my order?

Once your order has been shipped, you will receive a confirmation email with your Australia Post tracking number. You can use this number to track your parcel at auspost.com.au.

I haven't received my tracking email — what should I do?

Please check your spam or junk folder first. If you still can't find it, contact us at hollyjadebags@outlook.com and we'll be happy to help.

School Bag Sets

What's included in a 3-piece school bag set?

Every 3-piece set includes:

  • A backpack (size varies by style — check the individual product page for dimensions)
  • A matching lunch bag
  • A matching pencil case

What age or year level are the school bags designed for?

We stock sets suited to a range of ages:

  • 14.5–16.5 inch backpacks – Designed for primary school students (generally Prep–Year 6).
  • 17 inch backpacks – Ideal for upper primary and high school students.

Exact dimensions are listed on each product page so you can choose the best fit for your child.

Are the bags suitable for both boys and girls?

Our current range features fun, colourful designs that are especially popular with girls. Check each product listing for style details and photos.

Materials & Care

What are the bags made from?

Most of our bags are constructed from premium waterproof polyester, with PU accents on selected styles. They are designed to be durable and lightweight for everyday school use.

How do I care for my bag?

We recommend hand washing your bag with mild soap and cool water. Do not machine wash, tumble dry, or iron. Allow to air dry fully before use.

Returns & Refunds

Can I return my order?

We accept returns for faulty or defective items within 30 days of receiving your order. To be eligible, the item must be unused, in its original condition, and have all product tags attached. We do not accept returns for third-party shipping delays.

How do I start a return?

Please contact us at hollyjadebags@outlook.com with your order details and a description (and photo, if possible) of the fault. We'll guide you through the process.

When will I receive my refund?

Once your return is received and approved, a refund will be processed to your original payment method within 5 business days. It may take additional time for your bank or card provider to post the amount. If more than 10 business days have passed since your refund was approved, please get in touch.

Are gift cards refundable?

Unfortunately, we are unable to accept returns on gift cards.

Still Have Questions?

We're here to help! Reach out to our team at hollyjadebags@outlook.com and we'll get back to you as soon as possible.