Slumbersac Returns and Exchanges Policy
We always stand by the quality and safety of the products we supply and the service we offer. We want you to love your product and we hope you receive it in perfect condition but occasionally something goes wrong and a product gets delivered that is faulty or is in a damaged condition.
Returns and Exchanges Policy - Full Priced Items
Slumbersac will happily assist with a return or exchange of any of our products purchased at full price within 30 days of the original receipt. The item/s that are being returned or exchanged must still be in the original packaging, tags attached and with the original receipt of purchase (if purchased from a Store otherwise an online order number or name if from our website). In addition, the item/s must be new/unused/unworn/unwashed/not having any odour to the product like smoke, perfume or pets. As internet shopping is not the same as conventional shopping, at Slumbersac postage for returns and exchanges are at your expense in line with ACCC guidelines.
BEFORE returning your item/s back to Slumbersac, please ensure to follow the steps below:
- Email firstname.lastname@example.org or fill out a contact us form to notify of the return/exchange and to obtain our warehouse returns postage address.
- In your email, please provide the following information:
Customer name as listed on your original order OR Order Number. ----
Are you requesting an Exchange or Refund. ----
Indicate the item/s you are returning for exchange or refund. Either the Code (you will find the Code listed on your original order email) or the item in design, size and tog. EG. AUS222-25 or Blue Stripes Size 0-6 months 2.5 Tog. ----
If you are exchanging an item, indicate what item you would like to exchange for including the design, size and tog. If the replacement item is of higher value than the item exchanged you will be required to pay for the difference. Exchanges will also incur additional postage costs of the flat rate of $9.95. If there is a difference to pay we will also ask you to provide your preferred payment method of PayPal or Credit Card.
If you are returning an item/s for a Refund where your order was over $100 and qualified for free shipping, if the return of the item/s no longer qualifies for free shipping, you will be charged the flat rate shipping of $9.95, this will be included in your refund total.
- Once you have confirmed all information via email, seal your item/s in an Australia Post Satchel (or similar), add the warehouse returns postage address (as provided in email) on your Satchel, remove the tracking number indicator for your records and add the customer name as listed on your original order is listed on the return to sender section on the satchel so the warehouse can match the satchel RTS name with the name on Slumbersac's returns system.
- Drop satchel off at the post office (or similar) and notify Slumbersac by return email with the tracking number so the warehouse has an indication when to expect your satchel.
- Once the item/s have been received at the Slumbersac warehouse, the warehouse will assess the item/s are in the agreed condition as listed above and in the email sent to you. This can take up to 3 working days once received at Slumbersac's warehouse.
- Returns - Once assessed, a refund will be issued via the same payment method used on your original order within 10 working days.
- Exchanges - Once assessed, if required an email will be sent to you to discuss any further information and/or a payment link. Once payment has been received (if required) your replacement will be posted to you within 3 working days.
> Important Note: Slumbersac is not responsible for packages not received and therefore, suggests you use a carrier that provides a tracking number and keeping the tracking number recorded in a safe place.
Returns and Exchanges Policy - Sale Items
Items purchased on sale are not eligible for returns or exchanges unless the item is faulty. Please contact us
to discuss further.
Returns and Exchanges Policy - Personalised Items
Personalised items are not eligible for returns or exchanges unless the item is faulty.
Returns and Exchanges Policy - International Customers
Slumbersac will not return or exchange items that have been purchased by international customers. Please contact us
to discuss further.
Did you receive an item you did not purchase?
Please contact us
Items Returned to Sender
Any parcels returned back to us, unless at the fault of Slumbersac, will incur a re-delivery fee. Please contact us
> Slumbersac has the right to change or amend the policy at any time without notice or warning.
SHIPPING & HANDLING
Postage is sent on Monday's, Wednesday's and Friday's. Orders placed by 3:00PM AEST on these days will be dispatched the same day. Orders placed on Tuesday, Thursday, after 3:00PM on shipping days and over the weekend will be dispatched on the following shipping date. Where a public holiday occurs, postage will be sent on the next business day. Warehouse is located in Brisbane, all dates and times are based on AEST Brisbane, Queensland.
Postage and packing will automatically be added to your order as follows:
- - $9.95 FLAT RATE STANDARD SHIPPING tracked (2+ business days, up to 12+ business days depending on location)
- - $14.95 FLAT RATE EXPRESS SHIPPING tracked (next business day guaranteed within Australia Express Post Network, outside of the network is up to 3 business days)
- - $FREE STANDARD SHIPPING tracked, on all purchases over $100.00 within Australia only.
- - $QUOTE ON SHIPPING for INTERNATIONAL, please contact us. Alternatively, if your country flag is shown up the top of this page on our website header, please click the flag.
- - $FREE PICKUP is also available from Bracken Ridge (Brisbane Northside), QLD Australia. Place your order and select the Pickup option during checkout. Once we receive your order, we will email you with pick up instructions.
SHIPPING & HANDLING - EMBROIDERY ITEMS
As embroidery items are sent to an external partner to complete, there is up to 14 working days turnaround time for embroidery to be completed prior to shipping. Once Slumbersac has received the embroidered items back from our external partner the normal shipping and handling applies as per above.