THE OTTILIE

We love a happy customer and we want you to be completely satisfied with your purchase.

Before buying an item from us, please ask us any questions you may have. Please look up the measurements on the item you are interested in, reach out to us for details about how the item fits, size information, further confirmation of colour, leather information, or if you need any more details than what we have already provided.

Please kindly note 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.

If you have purchased an item for full price, please contact us within 3 days of delivery, the item to be received at our provided warehouse address within 14 days of the first delivery attempt to qualify for any refund. Any return received after 14 days will be returned to sender. Please note, you will be required to pay for all return shipments.

In order to process a return, please ensure the following:

Return Instructions:
If you would like to proceed with your return / exchange, simply follow the step-by-step instructions below (kindly contact us within 3 days of receiving your parcel.)

• If you have a registered account with us, please login to ‘My Account’ and click the 'Return / Exchange' button to download the authorisation form.
• If you 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
• For return/exchange, you can also download the form here

Please reach out to our customer care team regarding any questions on our return process at info@sancia.com.au we want you to love your SANCIA experience with us.

We love a happy customer and we want you to be completely satisfied with your purchase.

Before buying an item from us, please ask us any questions you may have. Please look up the measurements on the item you are interested in, reach out to us for details about how the item fits, size information, further confirmation of colour, fabric information, or if you need any more details than what we have already provided.

If you are unhappy with the fit of your garment, for full price items we will cover the cost of alterations up to the value of $20 (valid with receipt only, must submit within 14 days of delivery), to be refunded via your original payment method. We offer this service as we believe that by cutting down on unnecessary returns, we can do our bit to help the environment and look into ways of making your SANCIA experience even better.

In order to process a return, please ensure the following:

Return Instructions:
If you would like to proceed with your return / exchange, simply follow the step-by-step instructions below (kindly contact us within 3 days of receiving your parcel.)

• If you have a registered account with us, please login to ‘My Account’ and click the 'Return / Exchange' button to download the authorisation form.
• If you 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@sanca.com.au
• For return/exchange, you can also download the form here

Please reach out to our customer care team regarding any questions on our return process at info@sancia.com.au we want you to love your SANCIA experience with us.

Your order will be dispatched the same business day if placed before 12pm AEST or the next business day if placed after 12pm AEST. During busy periods, promotional events and sales there may be delays on the dispatch of your order. 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.

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.

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

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.

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.

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

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

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

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.

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.

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

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

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

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.