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.
Purchased from another Store, not www.slumbersac.com.au?
Please contact the Store you originally purchased from to discuss your options. If you are unsure of which Store you purchased from we may be able to help you. Please contact us
to discuss further.
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. 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, all postage costs are at your expense in line with ACCC guidelines, this includes original order postage, exchanges and returns.
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, this address may be different to the one listed on our website or any electronic communication.
- 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 or $14.95 for Express. 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 other postal service, add the warehouse returns postage address (as provided by email) on your satchel/box, remove the tracking number indicator for your records and add the customer name as listed on your original order placed on the return to sender (RTS) section so our warehouse can match the satchel RTS name with the name on Slumbersac's returns system (RMA).
- Notify Slumbersac by return email with the tracking number so the warehouse has an indication when to expect your RMA.
- Once the item/s have been received at the Slumbersac warehouse, the warehouse will assess the item/s to ensure they meet the guidelines for exchange or refund. This can take up to 3 working days once received at Slumbersac's warehouse.
- Returns - Once assessed, a refund for the product/s will be issued via the same payment method used on your original order. This can take up to 10 working days to be processed. Depending on your payment method, this can take up to 10 working days for the merchant to return the funds to your account.
- 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 sent within 3 working days.
> Important Note: Slumbersac is not responsible for packages not received and therefore suggests you use a postal service that provides a tracking number, keep the tracking number recorded in a safe place.
>> Please be aware that postage in Australia is quite expensive and returning or exchanging costs can be anywhere from $10 to $30. Please be mindful of the overall costs associated with completing a return or exchange.
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. Please contact us
to discuss further.
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.
CHRISTMAS/NEW YEAR HOLIDAY CLOSURE INFORMATION
Slumbersac Australia Office and Warehouse will be closed at 3:00PM AEST on Monday 24th December 2018 and reopen on Monday 7th January 2019.
Intermittent customer service will be available between Monday 7th January 2019 to Sunday 20th January 2019.
All Slumbersac services return to normal hours on Monday 21st January 2019.
POSTAGE CHRISTMAS ARRIVAL - Generally high peak times should add a few additional days to delivery times (see shipping & handling above). We cannot guarentee postage, our recommendation is to place orders by the following dates to receive in time for Christmas.
- Standard postage by 10.12.18
- Express postage by 19.12.18
- Pick up by 5:00PM 24.12.18
- Embroidery orders, please add additional 14 working days to the dates recommended above.
POSTAGE CLOSURE - All orders placed up until 3:00PM AEST on 24.12.18 will still be shipped as per normal. Any orders placed between 3:00PM AEST on 24.12.18 and 3:00PM AEST on 07.01.19 will be shipped on 07.01.19.