Frequently Asked Questions
Our Dispatch and Shipping
- When will my order arrive?
For items available for immediate purchase, orders placed before 11am AEST on a business day will be dispatched same day. Any order placed after 11am will be dispatched next business day. All domestic parcels take 1-2 and international 3-5 business days for delivery.
- Why has my order not been dispatched yet?
For items that are Pre-Access or Pre-Order, the shipping window is confirmed on the Product Page next to the Add To Cart section. Alternatively, if your order was placed after 11am it will be ready for dispatch the next business day. Please reach out to us directly if neither of these situations apply to your order. As our collection of designs are created to order in our atelier in Sydney, we appreciate your patience whilst awaiting delivery of your chosen hand-crafted premium bag.
- Do you ship to Japan?
Yes. If you are having an issue placing an order, please reach out to our customer care team.
- I may have ordered the wrong item; can you change my order?
Please reach out to our team immediately with your order number. If your order hasn’t been dispatched, we will help make the required changes for you.
- I have not received my order yet?
If you have not received your order within our outlined time frames, please reach out to us with your order number and we can further investigate this for you. As our collection of designs are created to order within our atelier in Sydney, we appreciate your patience whilst awaiting delivery of your chosen premium bag.
- How do I track my order?
Once your order has been dispatched, we will email you your tracking details. This should arrive in your email inbox. Please check your junk filter in case our message has been wrongly redirected.
- What is a Pre-Order?
A Pre-Order is an order for a product that is not currently in stock. All pre-order items have their shipping window outlined in the Product page. Pre-Access is our VIP waiting list invitation to place an order for collections that are scheduled to launch later that month. Please note that all orders containing a Pre-Order or Pre-Access product plus any other available product will only be shipped when all products are ready to ship together. Any questions on this please reach out to our team.
- Where may I view your products in store?
We are available in luxury department stores and boutique stockists internationally, please see our stockist page to find your local store.
- There’s a particular product I’m looking for that’s not on your website, where can I find it?
Please reach out to us directly via email with your location and the product you are searching for. It may be coming back into stock as a Pre-Order or only available exclusively to select boutiques.
- What are the dimensions of your products?
All dimensions are available on the product page and are measured in metric centimeters.
- Do you sell your products only in AUD?
Yes, all products on our website are purchased in Australian Dollars. Your bank will automatically convert your currency into Australian Dollars for you at their published daily rate. Please reach out them directly with any queries regarding rates and charges.
- May I receive a tax invoice?
Your order confirmation now features all your required tax details and acts as an invoice. If you need any further assistance in this matter please reach out to our team.
- Something on my bag has broken, can you repair it?
We are sorry to hear that. Subject to the concern, we may be able to repair this for you. Please reach out to us with images of the issue as well as the purchase details and our Repairs Team will evaluate this on a case-by-case basis.
- May I return my item?
Whilst we do not offer refunds, as outlined on our website, we would be happy to offer you an exchange for a more suitable styles and/or colour. Please see our exchange policy for more details.
- How do I exchange my item?
State of Escape will happily exchange your purchase for another colour or style under the following conditions:
- Please lodge with us within 7 days of receipt.
- The item has never been worn, wash or altered and returned in original condition.
- All original tags are attached, and original dust bag is intact.
- Any price variation on your new selection will require additional payment.
- How long does it take to process my exchange?
Please allow 3-5 business days for your exchange to be processed once your original item has been received.