SHIPPING, RETURNS & REPAIRS

HOLIDAY GIFTING ORDER CUT-OFF DATES – AUSTRALIA

COMPLIMENTARY HOLIDAY SHIPPING 2023
To celebrate the holiday season, we're offering complimentary shipping on all orders delivering to addresses within Australia*. Orders that solely contain ring sizers, polishing cloths or earring backs are not eligible for the complimentary shipping offer. This offer excludes same-day and 3-hour delivery.

*This offer by Sarah & Sebastian is for all online orders via www.sarahandsebastian.com for delivery within Australia only. Offer commences from 12am 1/12/2023 AEST until 11:59 pm AEST 31/12/2023 unless otherwise withdrawn or extended. Sarah & Sebastian may withdraw this offer at any time and reserves the right to exclude items and/or remove products during the offer period.

MADE-TO-ORDER (15-DAY PRODUCTION)
For items handcrafted and made-to-order in our Sydney studio within 15 business days, order by Monday 27th November 11:59pm AEDT to ensure they arrive in time for the holidays. Estimated dispatch dates can be found on each individual product.

MADE-TO-ORDER (5-DAY PRODUCTION)
For items handcrafted and made-to-order in our Sydney studio within 5 business days, order by Wednesday 14th December 11:59pm AEDT to ensure they arrive in time for the holidays. Estimated dispatch dates can be found on each individual product.

MADE-TO-ORDER (3-DAY PRODUCTION)
For items handcrafted and made-to-order in our Sydney studio within 3 business days, order by Sunday 17th December 11:59pm AEDT to ensure they arrive in time for the holidays. Estimated dispatch dates can be found on each individual product.

READY-TO-SHIP
For ready-to-ship items, order by Wednesday 20th December, 2pm AEDT to ensure they arrive in time for the holidays. Same-day dispatch and express post are available for items in stock.

SAME DAY DELIVERY
For ready-to-ship items with same-day delivery, the last chance to order is Friday 22nd December, 11am AEDT to ensure they arrive in time for the holidays.

3-HOUR DELIVERY
For ready-to-ship items with 3-hour delivery, the last chance to order is Friday 22nd December, 2pm AEDT to ensure they arrive in time for the holidays.


HOLIDAY GIFTING CUT-OFF DATES – INTERNATIONAL ORDERS
MADE-TO-ORDER (5-DAY PRODUCTION)
For handcrafted items made-to-order within 5 business days with international delivery, order by Sunday 10th December 11:59pm AEDT to ensure they arrive in time for the holidays.*

READY-TO-SHIP
For ready-to-ship items with international delivery, order by Monday 18th December, 2pm AEDT to ensure they arrive in time for the holidays.*

*Shipping times may vary for each country and some orders may need to be shipped prior to the above cut-off dates to ensure they arrive in time. Please contact our customer care team for more information regarding shipping cut-off dates for your specific country.

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 $200 AUD will receive complimentary express shipping within Australia*.

*This offer by Sarah and Sebastian is for complimentary express shipping on all online orders over $200 via www.sarahandsebastian.com for delivery within Australia. Offer commences from 12 am 13/04/2023 AEST until 11:59 pm AEST 1/12/2023 unless otherwise withdrawn or extended. Sarah and Sebastian may withdraw this offer at any time and reserves the right to exclude items and/or remove products during the offer period.


SAME DAY DELIVERY (SYDNEY METRO)
In partnership with Rendr, we offer same-day delivery for Sydney Metro clients within a 40km radius of our Alexandria dispatch location.

  • Delivery costs for this service start at AUD$20. Your total, including your delivery fee, is calculated at checkout based on distance.
  • Place your order by 11am AEST to enjoy same-day delivery. Orders placed after 11am will be dispatched on the following business day from 9am onwards.
  • Only products from our Ready To Ship offering are available for same-day delivery. Due to the fast nature and turnaround time of our ready-to-ship service, orders cannot be cancelled or changed.
  • Once your order has been dispatched, a tracking number will be sent via SMS.
  • Same-day delivery is only available Monday to Friday. It is not available on weekends or public holidays.
  • Same-day delivery is not available for PO Boxes or with an Authority to Leave. A signature is required upon delivery.
  • In the case of a missed delivery, the client will bear the cost of re-delivery. 
  • Complimentary shipping on orders over AUD$200 does not apply for same-day delivery. (This is only available with express shipping).


3-HOUR DELIVERY (SYDNEY METRO)
In partnership with Rendr, we offer express delivery within 3 hours of placing your order. This service is available for Sydney Metro clients within a 40km radius of our Alexandria dispatch location.

  • Delivery costs for this express service start at AUD$25. Your total, including your delivery fee, is calculated at checkout based on distance.
  • Place your order by 2pm AEST to enjoy 3-hour delivery. Orders placed after 2pm will be dispatched on the following business day from 9am onwards.
  • Only products from our Ready To Ship offering are available for 3-hour delivery. Due to the fast nature and turnaround time of our ready-to-ship service, orders cannot be cancelled or changed.
  • Once your order has been dispatched, a tracking number will be sent via SMS.
  • 3-hour delivery is only available Monday to Friday. It is not available on weekends or public holidays.
  • In the case of a missed delivery, the client will bear the cost of re-delivery.
  • 3-hour delivery is not available for PO Boxes or with an Authority to Leave. A signature is required upon delivery.
  • Complimentary shipping on orders over AUD$200 does not apply to 3-hour delivery. (This is only available with 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. We are not responsible for additional unforeseeable duties and tax charges that may occur upon arrival at your destination country.

Orders over $300 AUD will receive complimentary DHL express shipping, depending on your location duties and taxes will be payable.

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 it remains 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
  • Returned outside of the specified return timeframe
  • 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.

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

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.