WHERE DO WE SHIP?
We ship all items Australia-wide!
HOW MUCH DOES SHIPPING COST?
In an effort to keep shipping costs as low as possible for our customers, we have flat rate shipping of $15 and free shipping for orders over $150!
Some postcodes that are remote may incur an extra shipping charge due to increased freight costs to some regional areas. We will contact you if this applies to your order.
Similarly, some items that are larger may incur extra shipping costs. You will notice a higher shipping rate applied at checkout for these items.
WHEN WILL YOU SHIP MY ORDER?
We know you’re keen to get your gorgeous new items, so orders are processed as quickly as possible. If you place your order before 12pm AEST Monday-Friday, we aim for it to be shipped the same day. Any orders after 12pm AEST will be shipped the following business day. This is affected by holiday and peak period trading as there are extended delays in parcel pick up and parcel delivery.
It is your obligation to enter the correct delivery address details at the time of ordering, and unfortunately we cannot be responsible for orders that have gone missing due to incorrect address details. We do not ship to P.O Boxes due to delivery issues. It is your responsibility to inform us if an order has not arrive by 14 days after your order is placed by emailing us on support@sillandsage.com.au.
We recommend shipping to a location where someone will be present to sign for your order, such as a work address. If this is not possible, please leave instructions during checkout giving authority to leave without a signature. This will be at your own risk and Sill and Sage is not liable.
HOW LONG DOES MY ORDER TAKE TO GET TO ME?
This will depend on where you live. A parcel can take from 7 to 10 business days to arrive at your address, however most packages will arrive much sooner than this, especially if you are in metro areas. We do our best to have your package to you super quick!
HOW WILL I KNOW WHEN MY ORDER HAS BEEN SHIPPED?
We'll keep you in the loop throughout the ordering and shipping process. An email with tracking details will be sent to you as soon as your order has been dispatched, and you will receive emails and text messages updating you on the shipping progress with the option to track your order if you desire. We try in every way we can to minimise our environmental impact, so we will send your invoice to you by email rather than a paper version.
WHAT IF MY ORDER IS DELAYED OR DAMAGED DURING SHIPPING
Unfortunately accidents do happen. All of our products are carefully packaged to prevent breakages in transit. If your order is damaged during shipping, please photograph the inside and outside of the box and keep all contents and packaging for insurance claim purposes. Please contact us at support@sillandsage.com.au for instructions within 3 days of the arrival of your package.
Sill & Sage is not responsible for any delays in shipping, packages not received, or arrival of your order at the wrong location due to incorrect delivery address.
WHAT IS YOUR RETURN POLICY?
So online shopping is hard... We don't blame you for checking out our amazing exchange and returns policy. We aim to please and want you to be 100% satisfied with your purchase!
If for some reason you are not completely happy with your purchase, you may return the merchandise for a store credit. You must notify us within three days of receipt of goods and return goods at your own cost to us within 14 days to be eligible. Items must be unused and in original packaging with tags intact. Please notify us by email at support@sillandsage.com.au stating the order number and item details. Please allow 3-5 business days for your return to be processed.
CAN I RETURN/EXCHANGE A SALE ITEM?
For items purchased on sale - no exchange or refund is offered. Of course, if your item is faulty, please see below.
WHAT HAPPENS IF MY ITEM IS DAMAGED?
If you believe your item is damaged, you must contact us as soon as possible describing the fault. We will endeavour to offer a repair or refund if we deem the item to be damaged. This is governed by the Australian Consumer Law. If we require the goods be returned for inspection, this must be done within 14 days of contacting us. Please note, that many of the items on this website are handmade, hand painted and individually finished. As such, small marks and inconsistencies are not considered faults on these items. If you like things shiny, manufactured by machinery, and completely perfect then this may not be the best place for you as we pride ourselves on our unique handmade products.
If you have any other questions or concerns, please email us on support@sillandsage.com.au and we will get back to you ASAP!
