PRODUCTION

Each SARAH & SEBASTIAN piece is handcrafted to order and can require up to 3 full business days to produce unless otherwise specified on the product’s page.

If you require a fast-tracked order, please contact us before making a purchase. While we endeavour to meet every demand, we cannot guarantee all orders can be fast-tracked.

Upon completion of your order, each piece is quality checked by one of our experienced artisans and also by a member of our dispatch team prior to being carefully hand packed in our signature wooden boxes paired with care instructions. This is enclosed in a sturdy, discrete parcel. Please note, no pricing is included within your parcel.

 

DELIVERY

We kindly ask our customers to ensure the details provided at checkout are accurate, as SARAH & SEBASTIAN cannot be held liable for incorrect deliveries due to input errors.

 An automated email notification will be sent to you; providing a tracking number so you can monitor your consignment's journey. SARAH & SEBASTIAN is not liable for any late deliveries caused by third-party courier companies.

Please note that Made To Order Christmas Delivery cut off is on the 15th of December. After this date we cannot guarantee that your order will get to you by the 24th of December. 

 

For our International customers;

All orders over USD$500 will receive complimentary delivery, otherwise shipping costs a flat rate of $36USD, with duties and taxes calculable and payable at checkout. Please note, duties and taxes are respective to your order value and destination country. 

Due to the high value of our pieces, our parcels require a signature on delivery. If no one is available to sign for the parcel, it will be held at the nearest post office or holding facility to be collected with photo ID.

Our couriers are trusted services, and as such SARAH & SEBASTIAN will not refund or replace orders that have been scanned as delivered.

Please contact our Customer Care team here if you require any further information.

 

EXCHANGE 

At SARAH & SEBASTIAN, we pride ourselves on delivering beautiful, quality, handcrafted jewellery, though if the piece isn’t quite right for you we are happy to help. 

We will gladly offer a credit note to the value of the piece(s) within 21 days of dispatch date. Our credit notes are in the form of a gift card, issued once the piece has been received and it’s condition inspected. These are valid on the online store only, and are valid for a period of 3 years.

Please note SARAH & SEBASTIAN does not accept returns when;

  • Items are not returned in their original condition i.e. have been worn, are damaged/tangled, not in the original wooden box.
  • Items are returned outside the specified return timeframe.
  • The items are of a bespoke nature.

 

SARAH & SEBASTIAN reserve the right to return the piece(s) to the sender, should any of the above occur.

Please note, we do not issue refunds for a change of mind or for an incorrect purchase.

Any SARAH & SEBASTIAN purchases made through one of our trusted stockists, must be returned to the original point of purchase.

It is at the customer’s expense to safely return the piece(s) to SARAH & SEBASTIAN as instructed by a member of our Customer Care team, and under their responsibility until the goods arrive safely.

To initiate an exchange, please fill out the form here with your order number and a member of our Customer Care team will be in touch to advise the next steps.

 

FAULTY ITEMS & REPAIRS

After Care is important to us here at SARAH & SEBASTIAN, and if the worst is to occur, we’re always happy to help repair and restore your piece. 

Each SARAH & SEBASTIAN piece comes with a 6 month warranty, which covers damage caused by material or manufacturing faults only. We will gladly repair or replace the original piece within this period if a fault is present.

Customer mishandling and wear and tear incurred during the course of normal wear is not considered a fault. SARAH & SEBASTIAN is delicate in nature and should be handled carefully as per the Care Instructions available here and enclosed with your order.

In the instance a break is caused by wear and tear or the piece is outside the warranty period, a repair fee is incurred. The cost of the repair is dependent on the type of damage evident at the time of the assessment. This cost will be communicated to the customer, and an invoice will be issued to process payment.

To arrange a return for assessment and repair, simply fill out the contact form here and a member of our customer care team will be in touch. The cause of a break cannot be determined until the piece has been assessed by our experts. 

All SARAH & SEBASTIAN products come with a voluntary manufacturer’s warranty as described above. In addition to this, they come with guarantees that cannot be excluded under the Australian Consumer Law.  Please find the terms of SARAH & SEBASTIAN’s current voluntary warranty against defects and warranty period below as well as your rights under the Australian Consumer Law here.

 

CANCELLATIONS

If you have changed your mind and would like to cancel your order, you may cancel your order 60 minutes after your order has been placed. Please contact our Customer Care team here.

Please note that orders that have already been handcrafted and/or have been dispatched will not be cancelled.

 

SALES

Items purchased during sales or clearances are final sale and cannot be returned, unless deemed faulty.

 

GIFT CARDS

Our gift cards are strictly virtual, and are valid for 3 a year period on our online store only. An automatic email will be sent to the email address provided featuring a unique gift card code once payment has been processed.

Please keep the unique code in a safe place as SARAH & SEBASTIAN cannot access the code once processed, for your privacy. The unique code can be applied at checkout within the 3 year period. If the entire amount isn’t spent at once, the remainder amount will remain on the card for use towards your next purchase.

 Lost or stolen gift cards cannot be replaced.