Returns
Satisfaction Guaranteed
We hope you love your purchase. If you change your mind, we're happy to accept returns on eligible items, subject to the following conditions.
Change of Mind Returns
To be eligible for a refund or exchange:
- Items must be returned within 14 days of receiving your order.
- Items must be unworn, unused, unwashed and in their original condition with all tags attached.
- Please try apparel on as soon as it arrives to ensure there is enough time to return it within the return period.
- Original proof of purchase is required.
The Following Items Cannot Be Returned for a refund
- Gift Cards
- Monogrammed or personalised items
- Gift Cards are valid for 3 years from the date of purchase.
- Sale Items
All sale items, including products purchased using a discount code or during a promotional sale, are eligible for a Sebastian Says Store Credit only.
Store credits are valid for 3 years and are not redeemable for cash.
Gift With Purchase
If your order included a complimentary Gift With Purchase, it must also be returned. If the gift is not returned, its value will be deducted from your refund.
Shipping Costs
Original shipping charges are non-refundable.
For all approved change-of-mind refunds, a $10 shipping and handling fee will be deducted from your refund. This applies even if your order qualified for free shipping.
Customers are responsible for all return postage costs unless the item is faulty or incorrectly supplied.
How to Return an Item
1. Email contact@sebastiansays.com.au to request a Return Authorisation.
Please include:
- Full Name
- Order Number
- Phone Number
2. Wait for return instructions before sending your item.
Please do not return your purchase without first contacting us, as unauthorised returns may not be accepted.
Package your items carefully to prevent damage during transit.
Once your return is received, it will be inspected to ensure it meets our return conditions.
Approved refunds will be processed to your original payment method (excluding original shipping charges and any applicable change-of-mind shipping deduction).
Please allow up to 5 business days for your return to be processed after it has been received.
Sebastian Says is not responsible for returns lost in transit. We strongly recommend using a tracked shipping service and retaining your tracking number until your return has been processed.
Incorrect Items
If you have received the wrong item, we sincerely apologise.
Please contact us at contact@sebastiansays.com.au and we'll arrange a replacement as quickly as possible.
Missing Parcels
If your parcel has not arrived, please contact us at contact@sebastiansays.com.au.
If a parcel is confirmed as lost in transit, we will meet our obligations by either:
- Sending a replacement (subject to stock availability), or
- Issuing a refund.
If additional freight charges have occurred due to an incorrect delivery address supplied by the customer, those costs may be deducted from any refund where permitted.
Damaged Deliveries
If your order arrives damaged, please notify us within 48 hours of delivery.
To assess your claim, please provide:
- Your order number
- Photos of the damaged item
- Photos of the external shipping box and packaging
Claims are assessed individually. Failure to provide sufficient evidence may delay or prevent your claim from being approved.
Faulty Items & Warranty
We're sorry if your item isn't perfect.
If you believe your item is faulty, please contact us as soon as possible with:
- Your order number
- A description of the fault
- Clear photographs of the issue
We will meet our obligations under the Australian Consumer Law, which may include repairing, replacing or refunding a faulty product where appropriate.
In addition, Sebastian Says offers a 12-Month Manufacturer's Warranty against manufacturing defects. This warranty does not cover:
- Fair wear and tear
- Accidental damage
- Misuse
- Damage caused by incorrect washing or care
- Normal ageing of materials
