Return Policy

Refund Policy

Returns 
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

** Due to hygiene reasons, especially underpants, are not refundable, unless they are faulted. 

Refund and shipping fee

  1. We don’t charge admin fee for refund or exchange
  2. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable
  3. Based on the value of your order and where the products are originally shipped to, the following rules will apply when processing your refund.
  • Within Australia – Orders under A$150. Free return 
  • Within Australia – Orders over A$150. A$15 will be deducted from the refund to cover our original shipping cost shortfall. 
  • Outside of Australia – orders under A$300. A$20 will be deducted from the refund to cover our original shipping cost shortfall.
  • Outside of Australia – order over A$300. A$45 will be deducted from the refund to cover our original shipping cost shortfall. 
  • Partial refunds ( where you are returning some of your orders ) - please contact us first 

Upon receiving your returned products, we will inspect them. If you return products that are already worn, we cannot process your refund. The products will be returned to you by the most economical means of transport to the original shipping address. (Note: if partial refunds were made, the shipping cost when returning the unsuccessful products will be deducted from the refund)

To start a return, click here

-----

 

Additional non-returnable items: 

  1. Gift cards 
  2. Some health and personal care items 
  3. To complete your return, we require a receipt or proof of purchase.
  4. There are certain situations where only partial refunds are granted (if applicable) 
  5. Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
  6. Any item that is returned more than 14 days after delivery
  7. products exchanged 

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@sandrasilk.com.au.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@sandrasilk.com.au 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Shipping 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

-----