ORDERING AND PURCHASES

How long will it take to receive a purchase?

“Available Now” products purchased before midday on weekdays will be dispatched that afternoon while purchases after midday or on weekends will be dispatched the following business day.

“Made to Order” pieces require up to 3 full business days for production before dispatch.

Please refer to the shipping timelines for your location here.

 

I need my order urgently. Can you get it to me sooner?

We will do our very best to facilitate any urgent requests. Please contact our Customer Care team via phone, email or online chat as soon as possible before making your purchase.

Can I change my order details after it’s been placed?
Changes to order details can usually be facilitated providing we have not yet dispatched the order. Please contact our Customer Care team via phone, email or online chat to confirm.

What methods of payment do you accept?
We accept VISA, Mastercard and American Express as well as PayPal and AfterPay.



Do you offer AfterPay?

Yes! To use AfterPay, please select the service during the checkout process.


Why is my card declining and what should I do?

In most cases, a declined payment is due to insufficient funds, an expired card or security limitations set by your credit card issuer.

We recommend contacting your credit card issuer or bank for further assistance. If you continue to experience issues, please contact our Customer Care team via phone, email or online chat.



Where can I purchase your products?

In addition to our online store, we also have an Alexandria Showroom plus stockists around the globe.

Please note that our Alexandria Showroom offers an edit of our ranges as samples to view. As most items are made to order, we generally do not have stock to purchase and take on the spot. In most cases, customers view our range of samples before making a purchase to be shipped to them at a later date.

 

Do you offer discounts or promotions?

SARAH & SEBASTIAN generally does not discount its product as it is made-to-order and not subject to seasonal clearance sales.

In the rare occasion that we do offer a discount or promotion, it will be communicated to customers via our newsletter and social media channels.

 

Can I place a phone order?

Yes! Please contact our Customer Care team on +612 9313 4262 and have your item, delivery and payment details ready.

 

Do you offer gift cards?

Yes! We offer gift cards in set amounts here. Unfortunately we do not offer gift cards in amounts outside what is visible online.

The product I want isn’t online. Can you still create it for me?
We regularly remove items from our website to make way for our new collections, however can almost always create a one-off order for you if we still hold the required materials and components.

Please contact our Customer Care team via phone, email or online chat with details or an image of the desired product and we’ll confirm if it is possible.

 

I lost my earring back. Can you replace it?

You can purchase new earring backs here. Unfortunately we do not replace these free of charge.

Do you offer bespoke changes on your products or can create my dream design?
Please contact our Customer Care team via phone, email or online chat and we’ll confirm if we can change the metal colour, stone colour or other details of a product.

Unfortunately, we do not offer a one-on-one design service to create new products or offer a restoration service for antique or inherited pieces of jewellery.

 

DELIVERIES

How quickly do your couriers deliver?

Australia:
Australia Post delivery to metro areas the following business day while non-metro areas require up to 3 business days. You can check your location (from Alexandria) on the Australia Post website here.

New Zealand:
FedEx delivery to most New Zealand locations within 1-3 business days.

International:
FedEx delivery to most locations within 1-3 business days.

 

How much does shipping cost?

All orders over $500 receive complimentary delivery.

Delivery within Australia is a flat rate of $10.

Delivery to New Zealand is quoted at the checkout by FedEx.

Delivery to international addresses is based on order value and is quoted at the checkout:
$35 for orders under $150
$25 for orders over $150 and under $500

 

Can I collect my order from your Alexandria showroom?

Yes! Providing your order has not already been dispatched, you can collect from our Alexandria Showroom.

Please contact our Customer Care team via phone, email or online chat to make arrangements.

 

How will I know my shipment has been sent?

Once your order has been dispatched, you will receive a shipment confirmation outlining your order details, delivery details and your individual consignment reference which you can use to track your order.

 

How do I track my order?

Your shipment confirmation email will advise of your individual consignment reference which you can use to track your order on the couriers online tracking service.

 

Do you ship to PO boxes?

Yes, we ship to PO boxes.

 

Do you deliver to my location?

We deliver to the below countries:
Australia
New Zealand
Australia
Belgium
Canada
China
Denmark
Finland
France
Germany
Hong Kong
Ireland
Italy
Netherlands
Singapore
South Korea
Sweden
Switzerland
Taiwan
United Arab Emirates
United Kingdom
United States
Vietnam

If you do not see your country listed, please contact our Customer Care team via phone, email or online chat.

 

Will I need to pay custom duties and taxes?

Customs duties and taxes are included in our international pricing and will not be charged to you.

Unfortunately we do not cover the custom duties and taxes for orders to New Zealand and these charges will be invoiced to the custom upon delivery.

 

Where do you ship from?

All orders are shipped from our Alexandria Showroom and Studio.

 

Do I need to sign for the delivery?

Yes. Due to the high value of our parcels, our delivery services require signature upon delivery.

 

What happens if I’m not home for the delivery?

For deliveries by Australia Post, the courier will take the parcel to your local Australia Post outlet for a later delivery. If this occurs for your delivery, you will receive a note advising the next steps.

For deliveries by FedEx, the courier will take the parcel to the local depot. If this occurs, you can arrange another delivery attempt or contact FedEx directly for other options.

 

My item is stuck in customs. What should I do?

Please contact our Customer Care team via phone, email or chat and we’ll assist you where possible.

 

My tracking says my order was delivered but I don’t have it. What should I do?

In most cases, the parcel has been delivered and signed for by another person.

Please check your reception, concierge, office and neighbours before contacting our Customer Care team via phone, email or online chat for further assistance.

PRODUCTION

Where are your items made?

Each and every item is produced by a team of artisan jewellers in our Alexandria studio.

 

What materials do you make your items with?

Our products are made from solid gold or sterling silver, and adorned with high-quality and ethically-sourced diamonds, precious stones and pearls.

 

Are your items solid gold and silver or plated?

All SARAH & SEBASTIAN jewellery is solid gold or sterling silver. In the rare occasion that we have plated component, it will be clearly communicated on the product page.

 

Is your jewellery nickel free?

Yes! SARAH & SEBASTIAN jewellery is nickel free and suitable to those that are allergic.

 

Are you diamonds and precious stones genuine and ethically sourced?

Yes! Our diamonds, precious stones and pearls are all sourced from local and trusted dealers who confirm their legitimacy and ethical origins either by personal knowledge or written approvals.

EXCHANGES AND RETURNS

What is your returns policy?

SARAH & SEBASTIAN offer returns for exchanges and store credits within 14 days of receipt. You can read our returns policy in full here or contact our Customer Care team via phone, email or online chat for further clarification.

Unfortunately we do not offer refunds for changes of mind or unsuitable purchases, including bespoke sizes or designs.

For hygienic reasons, we strictly do not offer returns on earrings.

 

How do I return an item?

Please contact our Customer Care team via phone, email or online chat and quote your order #. We’ll validate your request and advise of the next steps to arranging the return or exchange.

 

I ordered the wrong item/size. What should I do?

Please contact our Customer Care team via phone, email or online chat and quote your order #. We’ll validate your request and advise of the next steps to arranging the return or exchange.

 

The gift I gave it not correct. What should I do?

Please contact our Customer Care team via phone, email or online chat and quote your order #. We’ll validate your request and advise of the next steps to arranging the return or exchange.

Please note we strictly do not offer returns for earrings.

REPAIRS & RESTORATIONS

My item is broken. Can you fix it?

We can almost always repair an item back to its original condition. We generally ask that you send your item back to our Alexandria Studio, after which we’ll have a jeweller assess the fault and advise of the necessary action and fee for the repair.

To begin your repair, please contact our Customer Care team here or via phone, email or online chat.

 

Do your items come with a warranty?

Yes! All SARAH & SEBASTIAN items come with a six-month warranty which covers all manufacturing costs.

Repairs and restorations required after this date are considered a result of general wear and tear or mishandling and therefore not covered by warranty, resulting in a fee.

 

Do you offer a cleaning service?

Yes! Please drop your items into our Alexandria Showroom and Studio for a complimentary service.

SIZING AND LENGTHS

How can I accurately confirm my ring size?

We recommend purchasing our ring sizer to get an accurate read of your ring size.

As ring sizes are not universal, please be advised that there may be slight variances between our sizes and those by other brands. For this reason, we recommend opting for a standard size (Small, Medium and Large) which can be exchanged and advise against ordering bespoke sizes without certainty.

 

How will I know where a necklace will sit on me?

Please refer to the product page for the product’s chain length and look to the product images for an image of the item being worn by our model. Alternatively, we recommend measuring the length of an existing necklace for comparison.

WEAR AND CARE GUIDE

Can I wear your items every day?

SARAH & SEBASTIAN items are suitable for everyday wear however, being so fine in nature, extra care and attention is required to maintain its prime condition.

Please refer to our Care Guide here.

 

My gold jewellery has tarnished. What should I do?

It is very normal for gold jewellery to tarnish and this can occur due to your skin’s acidity, particular creams/lotions, storage conditions or contact with water.

Gold jewellery can easily be cleaned with an appropriate cleaning solution like this.

 

My silver jewellery has tarnished. What should I do?

It is very normal for silver jewellery to tarnish and this can occur due to your skin’s acidity, particular creams/lotions, storage conditions or contact with water.

Silver jewellery can easily be cleaned with an appropriate cleaning solution like this.

 

My chain is knotted. What should I do?

Knotted chains can be difficult to untangle and there is unfortunately no easy fix. We recommend using two small pins or needles and patiently separating the knots, avoiding any stress or unnecessary tension to the chain as this will result is stretching and eventual breakages.

OTHER

How can I stay up to date with SARAH & SEBASTIAN news?

You can sign up to our regular newsletter here or via our homepage.

We also recommend following us on Facebook, Instagram, Twitter, Pinterest and YouTube for all the latest news, collections and content from SARAH & SEBASTIAN.

 

I want to become a stockist of SARAH & SEBASTIAN. Who can I speak to?

Please contact our Sales team via email at wholesale@sarahandsebastian.com.