SHIPPING, RETURNS & REPAIRS

SHIPPING

Online orders are processed Monday through Friday AEST, excluding weekends and public holidays. Production times are specified at time of purchase and starts the first business day after the purchase.

An automated email notification will be sent to you; providing a tracking number so you can monitor your consignment's journey. 

Due to the high value of our pieces, our parcels require a signature on delivery. If no one is available to sign for the parcel, it will be held at the nearest post office or holding facility to be collected with photo ID.

Please ensure the details provided at checkout are accurate, as SARAH & SEBASTIAN cannot be held liable for incorrect deliveries due to input errors. Our shipping providers are trusted services, and as such SARAH & SEBASTIAN will not refund or replace orders that have been scanned as delivered.

 


FOR ADDRESSES WITHIN AUSTRALIA
Australia Post Express Service
Delivers within 1-3 business days depending on location. 

The cost for postage, payable at checkout, is $10 AUD. Orders over $300 AUD will receive complimentary express shipping.

 

FOR ADDRESSES OUTSIDE OF AUSTRALIA
DHL Express Service delivers within 1-7 business days depending on location.

The cost for postage, payable at checkout is $28-$40 AUD depending on location, with duties and taxes calculable and payable at checkout. Please note, that duties and taxes are respective to your order value and destination country. 

Orders over $300 AUD will receive complimentary express shipping.

We deliver to the below countries:
Australia, Austria, Belgium, Cambodia, Canada, China, Croatia, Cyprus, Denmark, Fiji, Finland, France, Germany, Greece, Hong Kong SAR, Hungary, Indonesia, Ireland, Israel, Italy, Japan, Latvia, Malaysia, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Philippines, Portugal, Qatar, Singapore, Slovakia, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, United Arab Emirates, United Kingdom, United States and Vietnam.

  

REPAIR SHIPPING
All SARAH & SEBASTIAN products come with a voluntary manufacturer’s 6 month warranty and we provide a complimentary return label through our Repair Portal if your order falls within this timeframe.

If your item is deemed as a manufacturing fault, the return shipping cost will be covered by SARAH & SEBASTIAN. SARAH & SEBASTIAN reserves the right to recover all shipping costs if your piece is deemed as wear and tear within the 6 months manufacturing warranty.

Outside our manufacturer’s 6 month warranty, it is at the client’s expense to safely return piece(s) to SARAH & SEBASTIAN. Return shipping costs will be added to your repair invoice and payment is required prior to repairing your item.

Domestic repairs will incur a flat rate fee of $15 AUD. For international customers please contact us at info@sarahandsebastian.com for a quote. The return shipping costs are respective to your destination country. The cost will be stated on your repair invoice and additional duties and taxes may be calculable and payable at checkout.

ORDER CANCELLATIONS

MADE TO ORDER PRODUCTS
If you have changed your mind or made an error and would like to cancel your order, you may cancel up to 60 minutes after an order has been placed. Please contact our Customer Care team here to do so. We are not able to cancel or change your order after this time.

READY TO SHIP
Due to the fast nature and turnaround time of our ready to ship service, orders cannot be cancelled or changed.

BESPOKE
All bespoke orders including but not limited to the Multi Letter Necklace, Birthstone Necklace, Birthstone Bracelet and Engagement Rings cannot be cancelled or changed due to the extensive production process.

 

RETURNS

CREDIT RETURN
Products purchased from SARAH & SEBASTIAN’s online or retail stores may be returned for credit in Australia if returned unworn, in saleable condition within 14 days of dispatch date. All earrings must be returned via our return portal. SARAH & SEBASTIAN does not issue refunds for change of mind or incorrect purchases.

It is at the client’s expense to safely return piece(s) to SARAH & SEBASTIAN and their responsibility until confirmation of receipt by our customer service team.

SARAH & SEBASTIAN credits are issued once a return has been received and its condition assessed. SARAH & SEBASTIAN credits are valid for use in our retail stores and online at sarahandbsebastian.com for a period of three years.

To initiate a credit return, please lodge your request via our return portal at here. You may also return SARAH & SEBASTIAN products at any of our retail stores in Australia.

SARAH & SEBASTIAN does not accept returns if products;

  • are not returned in their original condition or packaging
  • are returned outside of the specified return timeframe
  • are of a bespoke nature

SARAH & SEBASTIAN reserve the right to return the piece(s) to the sender, should any of the above occur. Products purchased during archive sale may not be returned unless deemed faulty in accordance with Australian Consumer Law. 

 

REPAIR RETURN
If you are returning an item for repair, please lodge your request via our return portal here.

Your item(s) must be returned in their original or similar protective packaging, carefully secured to avoid damage in transit.

Please note if the item(s) arrives in a condition that does not reflect our requirements, the repair will not be accepted and returned to you at your own expense.

 

RECYCLING RETURN
If you are returning an item for repair, please lodge your request here.

It is at the client’s expense to safely return piece(s) to SARAH & SEBASTIAN and their responsibility until confirmation of receipt by our customer service team.

Proof of purchase is required so we can determine the store credit value otherwise a fixed amount of $40 for 10-karat gold and $15 for silver pieces will be offered.  

Whilst we accept broken jewellery, jewellery is only eligible for our recycling program if it contains at least 80% of its original raw material as assessed by our team. If only one earring of a pair is returned the amount offered is 20% of half the original purchase price. 

SARAH & SEBASTIAN has the right to decline a recycling request for any reason.