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Read about Shipping & Delivery

FAQ

Please find below some of our most frequently asked questions. If your question isn't answered here and you’d like to speak to someone in customer care please click here
 

WHEN WILL MY ORDER BE PACKED AND SENT?

All orders are packed and dispatched within 2-3 working days, 9-5pm, AEST Monday – Friday (Sydney, Australia)

During sales, re-stocked items / new collection drops and public holidays, orders can take up to 7 days for dispatch. Once your order is dispatched, you will receive a confirmation email containing your tracking number, which will allow you to check how close you are to receiving your SANCIA parcel.

HOW CAN I TRACK MY PARCEL?

When your items have shipped, we will send you a shipping confirmation email with your parcel tracking number. To track your purchase, you can enter your tracking number following the link on the tracking email.

DO YOU SHIP TO PO BOXES?

Unfortunately, we are unable to deliver to PO boxes or forwarding addresses.

DO I HAVE TO BE AT HOME TO RECEIVE MY ORDER?
In most cases, if your parcel is sent to a home address and no authorized person is available to sign then a card will be left and your parcel will be taken to your local post office. On rare occasions, your parcel will be returned to the Australia post depot and a re-delivery will be required. If you do not receive your parcel within 5 days please email us.

Please note that you can specify for your parcel to be left unattended. SANCIA cannot take any responsibility for parcels that are lost or stolen.

Please ensure you enter your correct mailing address as SANCIA cannot take any responsibility for incorrect delivery addresses and will not reimburse you for the order or shipping costs.

DOES MY ORDER INCLUDE TAXES AND DUTIES?
Please be aware that any items shipped internationally may be subject to import duties and taxes applicable to your country or the country you’re shipping to. The recipient of the shipment is the importer on record in the destination country and is responsible for all import fees. SANCIA has no control over these charges and cannot predict what they may be. Customs policies vary from country to country; we recommend that you contact your local customers office for further information.

I DIDN’T RECEIVE AN ORDER OR SHIPPING CONFIRMATION EMAIL.
Firstly, please double check your spam / junk email folder. Please contact our customer care team if you have not received an order or shipping confirmation email within 5 business days. Please note that during high volume periods such as sales and holidays, there may be some delays in dispatching orders.
You can reach out to our customer care team here

WHAT PAYMENT METHODS DO YOU ACCEPT?
We are currently accepting the below methods as payment:

    Visa
    Mastercard
    Amex
    Paypal
    Google Pay
    Shop Pay
    AfterPay
    SANCIA gift voucher

Please note, all payments are in AUD. Your bank determines the currency conversion rate. If you have any payment queries, please contact us directly at info@sancia.com.au

STOCKISTS
For a list of our most recent stockists in your area, please email info@sancia.com.au

WHAT IF THERE IS COLOUR / LEATHER VARIATION?
Please be aware that the photos on our website are as close as possible a representation of the actual leather colours. Leather is a natural material and therefore inconsistency of colour and texture is a unique characteristic. The colour may slightly differ from the picture seen on your computer screen depending on device so please make your selection carefully. SANCIA leather goods are crafted in the finest skins available. These premium leathers are natural and unique: any tonal variations, marks or veins are natural features and should not be considered imperfections.

Our fabrications are all hand dyed so there will be variations in batches of fabric colour. Even though we try to photograph them to capture the closest possible match sometimes, there may be a slight variation which adds to the uniqueness of each piece. We are happy to send any further images should you want a closer look at any item, do contact us.

We do not accept a return based on colour discrepancy.

SHIPPING PRE-ORDER ITEMS
When you purchase multiple items and one item is on pre-order, if you are based in Australia, we are happy to ship the items individually.
However, if you’re purchasing internationally, we will ship the items together when the pre-order item is available as the shipping costs are too high for us.

WHERE ARE SANCIA PRODUCTS PRODUCED?
At SANCIA, our makers are a part of our extended family. Each factory we work with is a family-run or female owned business. We know where every part of our product comes from and who is making it. You can read more information here

WHAT CAN I DO IF MY DISCOUNT CODE OR GIFT CARD IS NOT WORKING?
Discount codes and gift cards are case sensitive so please check your caps lock. If you are still having trouble applying your discount code or gift card, please contact our customer care team here

HOW DO I APPLY A DISCOUNT CODE?

Please see step by step instructions below:

• After adding items to the 'shopping cart' you will be directed to the 'checkout'
• Please click the drop down menu 'show order summary' and enter the discount code before making payment to redeem this offer.
• Once an item has been purchased, unfortunately we cannot apply the discount to your order, or refund the purchase. You can however, use the code for the next time you shop with us.
• Please note, you are only able to use one (1) discount code per order.
• Code is not valid for sale items

WHAT TO DO IF I RECEIVED A FAULTY ITEM?
We take great pride in the high quality of our beautiful handcrafted products; each piece is meticulously hand checked to ensure they are in perfect condition before sending and each item is packaged carefully.

If an item is damaged on arrival or a manufacturing fault occurs under normal use (not including general wear and tear) within 12 months of the purchase date, please follow the step-by-step instructions below in order to process the item:

• If you are registered, please login to ‘My Account’ and click the 'Return / Exchange' button to download the authorisation form.
• If you still have not registered, please go to the ‘My Account’ section and enter your e-mail address to create an account.
• Next, you will receive a confirmation e-mail with full details of your request.
• Once logged in, please click the 'Return / Exchange' button to download the ‘return authorisation form’ and fill out returning via email: info@sancia.com.au

Please be sure to include photos and a copy of your proof of purchase with the authorization form.

Warranty will not be honored if the item has been mistreated. If proven to be a manufacturing fault, SANCIA will happily repair free of charge or replace with the same or comparable item.

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