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LUMIERÈ HAS ARRIVED  SHOP NOW

WORLDWIDE SHIPPING! BUY NOW, WEAR NOW & PAY LATER WITH AFTERPAY, KLARNA & ZIPPAY

FAQ'S

ORDERS/PAYMENTS: 

 

I have ordered a pre-order item. When will my order be shipped?

Preorder items will have an estimated delivery date listed in the product description.

If you have any other questions about the ETA of your item, please reach out to us at customercare@sndys.com.au and we will be able to help!

 

Can I cancel my order?

Unfortunately, once your order is placed, it has already begun to be processed ready for dispatch, so we are unable to cancel your order for you - very sorry!

If you have any questions about pre-ordering an item or cancelling your pre-order, please email our team at customercare@sndys.com.au

 

Can I make an amendment to my order?

We will do our best to make any changes to your order before dispatch. Please email us within 1 hour of placing your order to ensure we can update an item or postal address (This excludes weekends, we will reply to your emails first available opportunity on Monday morning). Delays which include but is not limited to peak periods, such as public holidays and sale periods may prevent us from making amendments in time.

 

I just placed an order, where is my email confirmation?

Placed an order and haven’t received your confirmation email? In most circumstances it is more than likely that you have entered your email address incorrectly or it has been sent to your spam folder, please email customercare@sndys.com.au with the details your order would have been placed under after checking your junk email folder. Our team will amend this for you as soon as possible to ensure you receive all tracking updates. 

 

Can I purchase/pick up items from your warehouse?

Unfortunately, as we are a warehouse you will not be able to pick your order up in person or come in to try items on as we do not have the facilities.

 

What are your payment options?

SNDYS accepts payment via Amex, Visa, Mastercard, PayPal, Afterpay, Klarna, and Zippay. Gift Cards and Credit notes can also be used.

 

 

RETURNS/CREDIT NOTES:

 

What is your return policy for Christmas?

We've made it easy for you to shop this Christmas! We have extended our Christmas returns period. Eligible items purchased between the 1st of December and the 21st of December can be returned until the 21st of January 2023.

 

How do I make a return?

Simple! First thing is to ensure your return falls in line with our return requirements (please see our returns policy).

 

AUSTRALIAN CUSTOMERS

You can lodge your return via our returns portal and upon approval, you will receive an RMA number. Complete the returns card with the required information and send that with your items back to our warehouse. Upon its arrival we can process this for you. 

 

INTERNATIONAL CUSTOMERS

A returns form can be found in your order which contains instructions on how to return your item. Please fill this out and include it with your returns. Please note that the cost of returns is at the customer's expense and is non-refundable.

 

If you have not received a returns form, please send an email to customercare@sndys.com.au

Please note, the customer is responsible for return shipping costs as per our returns policy.

 

 

Do you offer exchanges?

We sure do! To return your item for an exchange, please complete the return form you received with your order (on the back of your invoice) and return post to us. Upon its arrival we can process this for you. 

Exchanges are processed pending available stock. We are not able to hold stock for exchanges. All exchanges must be of equal or higher value to the initial garment cost. If you wish to exchange for an item of lesser value, you will be issued a credit note for our online store of the difference between the two garments, excluding shipping costs. Shipping for us to return your exchanged item back to you is free on your first exchange (for full priced, Australian customers only).

 

Do you offer refunds?

We are happy to offer refunds on items purchased at full price! This excludes any sale items, items purchased during a promotional sale period, and items purchased with a promotional code (some exceptions do apply). 


I have paid with AfterPay, ZipPay or Klarna - how will I get my refund?

You can still get a refund! With buy now, pay later options, refunds are very simple! Any payments made towards the order will be refunded, and any future payments are cancelled. For more information specific to the payment option you have used, please see the following links:


AfterPay: 

https://help.afterpay.com/hc/en-au/articles/360031623571-How-do-Refunds-and-Returns-work-at-Afterpay-

ZipPay: 

https://help.zip.co/en/articles/31-how-do-i-get-a-refund

 Klarna: 

https://www.klarna.com/au/customer-service/what-happens-if-i-return-my-purchase/

 

What is your returns policy?

To ensure you have an AMAZING shopping experience, we offer a 14 day returns policy for Australian customers and 30 days for international customers.


Any sale items are final sales and cannot be refunded, credited or exchanged (unless the item is faulty or there is a dispatch error)

  • Items purchased during a promotional sale period are ONLY eligible for a credit or exchange, unless stated otherwise on our social platforms or website during the sale period.
  • All items must be returned back to our warehouse within our returns time frame (14 days for Australian customers, 30 days for International) in order to be eligible for any compensation. Any orders returned to our warehouse outside of our returns timeframe may be denied.
  • Items purchased with an influencers promotional code can be returned.
  • If a WELCOME code is used you are able to return your items for a refund, exchange or credit note.
  • Item(s) must be in the ORIGINAL PACKAGING, which must be in good condition. SNDYS reserves the right to deny a refund if items are returned late, used, soiled, worn or damaged in any way. They will then be returned to the customer.
  • The cost of return shipping is at the customers expense and is non-refundable.
  • Faulty items must be reported to our customer care team within 14 days of receiving the item. 

    If you receive a faulty item, please contact our customer care team immediately. We are unable to cover the cost of your orders shipping unless the item is faulty or there was a dispatch error by SNDYS.

     

    Why have I not received my refund  yet?

    This could mean your return has not yet been processed please allow up to 10 business days for your return to be processed. Please track your return to make sure it has been received by us. If your parcel has been received, please allow 1-5 business days for this to be processed – we work super hard to make sure returns are processed as soon as possible for you!

     

    DELIVERY/SHIPPING:

    Has my order been dispatched?

    We process orders on business days, which are Monday to Friday and exclude public holidays in New South Wales, Australia. If you purchase any of the Items on a non-business day, we will process the purchase on the next business day.

    Please allow up to 48 hours for your order to be dispatched. 

     

    If I am not home to sign for my parcel will it be delivered?

    If you are located within Australia we give our customers the option to “Safe Drop” your order. Once your order is dispatched, you will receive an automated email confirmation from Australia Post with your tracking details where you are able to choose a safe place for your order to be left. If you choose to “Safe Drop” your delivery, SNDYS takes no responsibility if it is lost or stolen. Please note if there is no safe place to leave your parcel the postal company will likely take your parcel to a local post office. 

    If you are an international customer you will need to sign for your parcel.

     

    I missed my parcel and its being returned to the warehouse, can i still receive my order?

    Sorry to hear you missed your parcel! 

    There are a few reasons that your parcel may be returned back to our warehouse:

    - Incorrect delivery instructions (invalid address or contact details)

    - Multiple unsuccessful delivery attempts from your local courier

    - Not being picked up from your local post office in required time.

    In the event of your parcel being returned back to our warehouse, upon your parcels arrival we can happily resend this out to you. However please note that if you want us to resend any orders, you will need to pay an invoice for the cost of shipping this back out to you!


    How do I track my order?

    You will receive a confirmation shipping email, this will contain your tracking number. If you wish to track the progress of your order, you can do so via our chat feature on our website!

    Just press the speech bubble icon to open up the chat, enter your email address and order number to find the most accurate updates on your parcel.

    If you need any further help with your order or are unable to find your order number, please let us know by contacting us directly via the chat so we can provide further assistance!

     

    Why am I being charged an additional fee for clearance?

    Certain international customers are required to pay all sales tax, duty and/or customs charges. These charges are set by your country's respective government. All taxes and customs charges will be your responsibility and are not included in the cost of the order or shipping charge. Taxes and customs charges vary depending on the country and state of your shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that may be relevant to you. SNDYS is not responsible for any additional taxes and customs charges that are requested or charged during the shipment of your order. 

     

    My parcel hasn't reached me?

    It can be quite frustrating when you're counting on an expected arrival date and your parcel has still not arrived! Within Australia? Keep a close eye on your tracking as 3 business days may be added to the original arrival date, Australia Posts rules not ours*

    You will be able to track your parcels via:
    https://auspost.com.au/mypost/track/#/search

    Outside of Australia? Again we advise keeping a close eye on the tracking we provide but it is also a good idea to put your tracking into your countries postal service/DHL tracking link to receive faster updates. It is worth noting that customs delays can add up to 5-10 business days to a standard or express post order so please allow for this.

    But of course reach out with any queries at any time!

     

    How long until my delivery reaches me?

    Australia Express Metro: 1-2 business days

    Australia Express Rural: 2-3 business days

    New Zealand Express: 2-3 business days

    International Express: 3-5 business days

    International Standard: 7-10 business days.

    Please note that these time frames are an estimate provided by a postal company, there may be delays due to weather, or delays within the postal company itself that we may be unaware of. Customs may also add a day or so while your parcel is waiting to be cleared.

     

    An item I want to purchase is sold out?

    Missed out on purchasing your favourite item?! You are able to receive email updates on restocks! Just choose the size you would like, enter your email address in and as soon as stock becomes available to purchase, you will receive an email notification!

    Sold out and on sale? It is likely that this will not be coming back, but again reach out to our team and enquire. 


    I think my parcel is lost!

    It can be common for parcels to go missing during peak periods, and sometimes during those quieter days. If you believe this has happened to you the first step is opening a case with Australia post. Once you have done so forward the case number to our customer care team with your name, order number and description of items. The case can take up to 10 business days to be closed. We will need to wait for the case to be closed by Australia Post prior to offering any resolutions.


    Why do I have to pay to make a return?

    As stated in our returns policy, the customer is responsible for all return shipping charges.


    GENERAL ENQUIRIES:

    Can I purchase items from your warehouse?

    Unfortunately as we are a warehouse you will not be able to come in and shop or try items on.

    I have received a faulty item.

    We are so sorry! We do our best to check over all garments upon arrival and prior to dispatch but sometimes things are missed. Please email images of the damage to our team at customercare@sndys.com.au, along with an explanation of the fault, and we will send through a free Australia Post returns label.

    Our returns department will take your request into consideration but will need to follow the required steps in processing your return.
    If your item is deemed with a major manufacturing fault (something that happened when the item was being made) you will have the option of a refund, exchange pending available stock or credit note.

     

    SECURITY:

    We do not collect or store any credit card information associated with your purchase when placing an online order.

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