WHEN WILL I RECEIVE MY ORDER?

We use Sendle to ship Australian orders and Airmail or DHL Express for all International Purchases.

AUSTRALIA

Shipping costs

Postage to Australian addresses is free for all orders over $149. If your order is under $149, postage is $14.00 for regular post and $15 for express post. International shipping is a flat rate of $40.

Delivery timeframes (for Australia only)

  • Dispatch: 1–3 working days after purchase
  • Delivery: Up to 5 working days, depending on your location
  • Please note that delivery to locations other than Australia may take up to 3 weeks.

Your shipping details

We use Sendle for all deliveries (more on that below). Because Sendle is not affiliated with Australia Post, they cannot deliver to PO Boxes, so please only enter a home or work address. If you have entered a PO Box or Parcel Locker number, we will request an alternative address before your order is shipped.

We recommend providing a work or home address where someone will be available to sign between 9am and 6pm weekdays. Or just let us know in your order notes that you give authority for the courier to leave your package at the door.

All shipments with Sendle are insured upto $1500 with a $100 excess payable per claim.

Sendle will keep you informed of your shipment status with update emails. If you can’t locate these emails you are able to track your order by entering your six digit Sendle reference at SENDLE TRACKING.

If you are in a hurry and require your product by a specific date, please let us know by emailing sales@sweetpins.com.au and we will do our best to accommodate your request.

REST OF THE WORLD

Orders are shipped via Airmail.

AIRMAIL – Orders are generally delivered in 5 to 14 business days, however shipping times depend on your location. Cost is a flat rate of AUD $25.00. Please note that this is not a trackable system and we will not be responsible for any lost, misplaced or damaged parcel.

Please be aware that depending on your country regulations, you may be charged duty. Most countries have sensible duty levels allowing you to import items valued at up to a few hundred dollars without incurring import fees. However duty levels can vary significantly, so please check with your country’s Customs and Excise office to find out more.

 

How can I get a refund or make a return?

This is our Return Policy, please read it carefully before making a purchase.

RETURNS

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Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange except  in cases of faulty and/or damaged goods as per consumer law.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

* Gift cards

* Downloadable software products

* Some health and personal care items

To complete your return, we require a receipt or proof of purchase (included with your shipment).

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

-Book with obvious signs of use

-Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

-Any item that is returned more than 30 days after delivery

-We reserve the right to charge a 20% restocking fee on returns or cancelled orders for change of mind or on any non-faulty items.

WHAT IF IT’S FAULTY?

We always do our best to ensure that all products are in excellent condition. However, if you do receive a product with a manufacturing fault, we are happy to replace, exchange or refund the item, if it is returned and received by us within 30 days of the original purchase.

All returned products are tested and will not be accepted if they are considered to be in good/working order.

Proof of purchase is required for faulty returns.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@sweetpins.com.au.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at sales@sweetpins.com.au and we will advise of the process.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.

Shipping

To return your product, you should first contact us at sales@sweetpins.com.au

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning an item we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.