FREQUENTLY ASED QUESTIONS
Product Use & Care
What do your changing bags come with?
All of our changing bags comes with a generously sized changing mat with pocket storage, insulation for bottles (either a built-in pocket or a separate insulated bag) and stroller attachment. So you are ready to use your bag as soon as it arrives.
How do I use my stroller straps/clips?
Directions for use can be found by clicking here.
Will my stroller straps/clips fit on my pram?
Our stroller straps are universal fit so in almost every case will fit on your pram handle or bar. However in the ever evolving world of strollers and prams, we know sometimes your chosen bag might not attach exactly as you’d hoped, so we do recommend you keep this in mind when choosing your Changing bag and Stroller bag. If you have any questions please feel free to email us at info@storksak.co.za and someone from our customer service team will gladly assist.
Are your bags waterproof?
Our bags have a water resistant coating on the material and lining. This is an invisible finish that allows water to bead off the fabric (and also helps with cleaning up spills etc), but the material does become saturated if exposed to extremely wet conditions.
Can I put my changing bag in the washing machine?
We do not recommend you machine wash your changing bag.
How do I clean my bag?
We recommend spot cleaning your bag, with a mild soap and warm water for fabric bags, or a leather cleaner for leather bags. We suggest you test an inconspicuous area of the bag first, to make sure the cleaning product works as desired. More information on caring for specific materials can be found here.
Can I put my changing mat in the washing machine?
Yes. Our changing mats are machine washable on a cool wash. Leave to dry flat to make sure the padding stays even.
How do I clean my insulated FAB bag?
We recommend spot cleaning your insulated FAB bag, they are not suitable for machine washing.
Is my insulated FAB bag waterproof?
Although lined with waterproof material, the seams are not fully sealed, so is not fully waterproof.
Do your bags have a guarantee?
All our bags come with a one year guarantee. This warranty covers faults in materials and workmanship and doesn’t apply if damage is caused by unreasonable use or neglect or normal wear and tear. For any manufacturing defects within this timeframe, repairs will be paid for by Storksak provided a proof of purchase can be shown.
Product Issues
My bag is faulty, can do I do?
Please contact our customer service team on info@storksak.co.za. Please include photos or a video of the issue and your proof of purchase.
My zip puller has come off or broken, what do I do?
Please contact our customer service team on info@storksak.co.za. Please include photos or a video of the issue and your proof of purchase.
The velcro on my stroller straps/ clips doesn’t work anymore, what do I do?
In some cases you simply need to ‘de-fluff’ the velcro, by pulling out any lint or fibres that have got trapped in the hook side. If you are still having trouble, please contact our customer service team on info@storksak.co.za. Please include photos or a video of the issue and your proof of purchase.
A clip or buckle has broken, what do I do?
Please contact our customer service team on info@storksak.co.za. Please include photos or a video of the issue and your proof of purchase.
Website & Subrcriptions
Why can's I checkout?
If you are unable to checkout please contact our customer service team on info@storksak.co.za with a screenshot of the error message you can see on the store, and a screenshot of your cart contents.
How do I add a discount code?
When you proceed to checkout, the first page will have an option to add a gift card or discount code. This is on right right hand side of the page on desktop and in the ‘Show order summary’ section on mobile.
My discount code/gift voucher isn't working?
If you are paying by gift voucher you will not be able to use a discount code. Only one code can be applied per order. Some discount codes are only eligible for use on full priced items.
I joined your mailing list but haven’t received the 10% discount email where is it?
Please check your junk mail. If you still cannot find your discount code, please contact our customer service team on info@storksak.co.za.
How do I unsubsribe from your newsletter?
There is an unsubscribe button at the end of every email we send to you. Simple click this link and you will automatically be unsubscribed from our database.
Orders, Shipping & Returns
Do you ship internationally?
Unfortunately we do not currently offer international shipping outside of South Africa. If you would like to place an international order, head over towww.storksak.comwhere you will be able to place an order for international delivery outside of South Africa.
Do I need to pay for shipping?
Delivery costs will be calculated at checkout and are based on the area of delivery.
How long unrtil I receive my order?
Once an order is placed and accepted, the order will be processed within 5 to 7 business days and confirmation will be sent by email.
When you order is dispatched you should receive an email from the courier with your tracking details. If you did not receive this please contact our customer service team on info@storksak.co.za
Do you offer express delivery?
If you would like your order delivered to you sooner, please send an email to info@storksak.co.za before placing the order to ensure we can assist. Any express courier fees will be for your account. During busy periods (sales etc), we may not have this option available.
How do I track my order?
You should receive an email notification from the delivery courier once your order is on its way, this will include tracking information. If you do not receive this within 2 working days of placing your order, or you have any other questions, please contact info@storksak.co.uk.
When will my preorder item arrive?
Your preorder should arrive by the time period stated on the website when you placed your order. We will contact you if this changes. If you would like further information on the expected delivery date of your order please contact our customer service team on info@storksak.co.uk.
How do I return my order?
Please click here to view our returns information. We recommend you send an email to info@storksak.co.za to let us know your return is on the way, and we will keep you updated.
Do I need to pay to return my order?
Storksak will pay the return shipping costs if the return is a result of our error (you received a defective or incorrect item, etc.) Otherwise, all other goods are returned at the expense of the customer and an additional delivery fee is incurred for replacement items by the customer.
Can I exchange my purhcase?
Proof of purchase must be provided to qualify for order exchange. Once we receive your exchange item, we will send out your replacement Storksak bag. Please contact our customer service team on info@storksak.co.za with your order details and the item you would like to exchange.
For more details on exchanges please click here.
Can I cancel/amend my order?
Please contact our customer service team on info@storksak.co.za as soon as possible. If an item has already been despatched we will not be able to cancel or amend the order.
Can I amend my address?
Please contact our customer service team on info@storksak.co.za as soon as possible. If an item has already been despatched we will not be able to amend the order.
How long until I receive my refund?
Once we receive your return we will acknowledge receipt of the items so you know they reached us safely. Please allow up to 14 working days for your order to be refunded once we receive your returns items.
Manufacturing & Sustainability
Do you have any Eco friendly Changing Bags and Stroller Bags?
We offer a range of changing bag made from recycled and organic materials. These include: Eco Skye Backpack, Eco Stroller Bag Black, Eco Backpack and the Organic Tote.
Do your products contain harmul materials?
Our products are all tested to REACH standards which is globally known as one of the most stringent testing regulations for potentially harmful chemicals. This means they do not contain any traceable amounts of lead, phthalates, formaldehyde, PCS/ PFAS or azo dyes. If you have a question about a specific chemical or substance, please contact our customer service team on info@storksak.co.za.
What is your water resistant treatment?
The water resistant treatment is a Carbon 6 (C6) based PFOA Free Fluorine waterproof and oil proof agent. Our materials (and their treatments) are tested to REACH standards, so contain no traceable amounts of any known harmful chemicals.
Do you use flame retardants?
Our changing mats are tested for flammability but contain no known harmful chemicals, so is safe for use with infants.