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FAQs

RETURNS

How do I return my item?

Items purchased from us online can be returned within 30 days of receipt. You must have proof of purchase and the credit card you used to make the online purchase when returning the goods. Refunds can only be processed to the same credit card which was used in the purchase transaction.

Alternatively, items purchased online can be returned via post within 30 days of receipt. Return your items via post, please complete all relevant details on the Returns Slip, including the reason for return. Securely repack the items being returned in the original packaging and include the completed Returns Slip. Please note, we are unable to refund the cost of postage and packing for items deemed by you to be unsuitable.

Please ensure a Certificate of Posting is obtained when depositing your parcel with a courier or by post. This should be kept in a safe place as it bears a unique reference number which is used to trace your parcel should it fail to be delivered to us. We will be unable to make a refund in the event that your parcel is lost without sighting your Certificate of Posting.

How long do I have to return an item?

Within 30 days of receipt. Please ensure that the item is in its original condition with its own packaging.

When will I receive my refund?

Once your refund has been processed, please allow 1-3 working days for your account to update and reflect the refund.

Have you received my return yet?

It may take up to 14 working days for a return via post to be processed and we are unable to refund the cost of postage and packing for items deemed by you to be unsuitable.

What happens if the item is defective?

If your purchased items are defective, please return them to us in their original packaging, we will check them and refund you if the item has not been damaged through your fault.

DELIVERY

How do I change my delivery address?

If you have entered an incorrect address on your order, please let us know by sending us an email to info@sanhaelle.com. If your order has already been shipped, please note that changing your order address may cause additional delays.

Can my order be delivered to a PO box/locker?

Yes, your order can be delivered to PO boxes and lockers.

Please also ensure the dimensions of the items you have ordered will fit in your PO box/locker. In the event where your order is too large to fit, your parcel will be left behind the counter at the Post Office, where your PO Box is situated.

Do you ship internationally?

Yes, we do ship internationally. We deliver in Australia and in the rest of the world.

How long will my delivery take to get to me?

We would like you to receive your order as soon as possible within 5 to 15 business days in Australia. For the rest of the world, this can take between 15-30 working days. Please note that there will be no deliveries on weekends or public holidays.

What if the item I received is not what I ordered?

In the unlikely event of an item being incorrect when your order is delivered to you, please let us know as soon as possible by email to info@sanhaelle.com.

I am missing an item in my order.

If you are missing an item in your order, please let us know as soon as possible by email to info@sanhaelle.com.

BUYING

What payment types do you take?

We accept Visa, Mastercard and American Express.

Has my online order been successful?

If your order was successful, you will receive an order confirmation email. This will be in either your main inbox or your junk/spam inbox, so please check both of these.

I have not received my order confirmation email?

If you have checked your email and are still unable to find your order confirmation, please let us know by email to info@sanhaelle.com, and we will re-send this for you.

How do I change my order?

If you have made an error on your order, please let us know by email to info@sanhaelle.com as soon as possible and we will try to amend your order.

My credit card details are not being accepted.

Please check that your credit card number, expiry date, and the CCV are all correct and that your name appears exactly the same as on the card. If you are still experiencing difficulties, please check with your bank or financial institution.

How secure is my personal information?

We value your privacy and work hard to ensure that your details are safe and secure. Learn how we keep your details secure in our Privacy Statement.