ORDERS/PAYMENTS: 

I have ordered a pre-order item. When will my order be shipped?

Preorder items will have an estimated delivery date listed in the product description.

If you have any other questions about the ETA of your item, please reach out to us at customercare@sndys.com.au and we will be able to help!

 

Do I have to pay duties and taxes?
No! All prices are fully inclusive of any applicable duties and taxes, so there will be no additional charges on your order after you place it. Your parcel will be delivered without any extra payments required.

 

Can I cancel my order?

Unfortunately, once your order is placed, it has already begun to be processed ready for dispatch, so we are unable to cancel your order for you - very sorry!

If you have any questions about pre-ordering an item or cancelling your pre-order, please email our team at customercare@sndys.com.au

 

Can I make an amendment to my order?

We will do our best to make any changes to your order before dispatch. Please email us within 1 hour of placing your order to ensure we can update an item or postal address (This excludes weekends, we will reply to your emails first available opportunity on Monday morning). Delays which include but is not limited to peak periods, such as public holidays and sale periods may prevent us from making amendments in time.

 

I just placed an order, where is my email confirmation?

Placed an order and haven’t received your confirmation email? In most circumstances it is more than likely that you have entered your email address incorrectly or it has been sent to your spam folder, please email customercare@sndys.com.au with the details your order would have been placed under after checking your junk email folder. Our team will amend this for you as soon as possible to ensure you receive all tracking updates. 

 

Can I purchase/pick up items from your warehouse?

Unfortunately, as we are a warehouse you will not be able to pick your order up in person or come in to try items on as we do not have the facilities.

 

What are your payment options?

SNDYS accepts payment via Amex, Visa, Mastercard, PayPal, Afterpay, Klarna, and Zippay. Gift Cards and Credit notes can also be used.

 

 

RETURNS/CREDIT NOTES:

How do I make a return?

Simple! First thing is to ensure your return falls in line with our return requirements (please see our returns policy).

You can lodge your return via our returns portal and upon approval, you will receive an RMA number. Complete the returns card with the required information and send that with your items back to our warehouse. Upon its arrival we can process this for you. 

Returns Portal

Please note, the customer is responsible for return shipping costs as per our returns policy.

 

Do you offer exchanges?

Due to a high turn over in stock, we don't offer exchanges. If you require a replacement size, colour or alternative item/s, you are required to place a new order. 

 

Do you offer refunds?

We are happy to offer refunds on items in line with our returns policy! This excludes any final sale items, items purchased during a promotional sale period, and items purchased with a promotional code (some exceptions do apply). 

I have paid with Afterpay- how will I get my refund?

Items purchased with Afterpay can be returned for an exchange or refund, subject to The SNDYS Returns Policy. Returns or refunds will be processed will be advised. Your payment plan will then be adjusted to reflect the new total order value. If you have already made a payment, this will be refunded to you.

 

What is your returns policy?

Our returns policy can be viewed here!

 

DELIVERY/SHIPPING:

Has my order been dispatched?

We process orders on business days, which are Monday to Friday and exclude public holidays in New South Wales, Australia. If you purchase any of the Items on a non-business day, we will process the purchase on the next business day.

 

If I am not home to sign for my parcel will it be delivered?

All orders require a signature upon delivery unless authorised via DHL through the link in your confirmation shipping email.
 

I missed my parcel and its being returned to the warehouse, can I still receive my order?

Sorry to hear you missed your parcel! 

There are a few reasons that your parcel may be returned back to our warehouse:

• Incorrect delivery instructions (invalid address or contact details)
• Multiple unsuccessful delivery attempts from your local courier
• Not being picked up from your local post office in required time.

In the event of your parcel being returned back to our warehouse, upon your parcels arrival we can happily resend this out to you. However please note that if you want us to resend any orders, you will need to pay an invoice for the cost of shipping this back out to you!

How do I track my order?

You will receive a confirmation shipping email, this will contain your tracking number. If you wish to track the progress of your order, you can do so via our chat feature on our website!

Just press the speech bubble icon to open up the chat, enter your email address and order number to find the most accurate updates on your parcel.

If you need any further help with your order or are unable to find your order number, please let us know by contacting us directly via the chat so we can provide further assistance!

 

Do I have to pay duties and taxes?
No! All prices are fully inclusive of any applicable duties and taxes, so there will be no additional charges on your order after you place it. Your parcel will be delivered without any extra payments required.

 

My parcel hasn't reached me?

It can be quite frustrating when you're counting on an expected arrival date and your parcel has still not arrived! We advise keeping a close eye on the tracking we provide but it is also a good idea to put your tracking into your countries postal service/DHL tracking link to receive faster updates. It is worth noting that customs delays can add up to 5-10 business days to a standard or express post order so please allow for this.

But of course reach out with any queries at any time!

 

How long until my delivery reaches me?

Express: 4-8 business days

Standard: 6-10 business days.

Please note that these time frames are an estimate provided by a postal company, there may be delays due to weather, or delays within the postal company itself that we may be unaware of. Customs may also add a day or so while your parcel is waiting to be cleared.

 

An item I want to purchase is sold out?

Missed out on purchasing your favourite item?! You are able to receive email updates on restocks! Just choose the size you would like, enter your email address in and as soon as stock becomes available to purchase, you will receive an email notification!

Sold out and on sale? It is likely that this will not be coming back, but again reach out to our team and enquire. 


I think my parcel is lost!

It can be common for parcels to go missing during peak periods, and sometimes during those quieter days. If you believe this has happened to you the first step is opening a case with Australia Post International. Once you have done so, forward the case number to our customer care team with your name, order number and description of items. The case can take up to 10 business days to be closed. We will need to wait for the case to be closed by DHL prior to offering any resolutions.

Why do I have to pay to make a return?

As stated in our returns policy, the customer is responsible for all return shipping charges.

GENERAL ENQUIRIES:

Can I purchase items from your warehouse?

Unfortunately as we are a warehouse you will not be able to come in and shop or try items on.

 

I have received a faulty item.

We are so sorry! We do our best to check over all garments upon arrival and prior to dispatch but sometimes things are missed. Please email images of the damage to our team at customercare@sndys.com.au, along with an explanation of the fault, and we will send through a free Australia Post returns label.

Our returns department will take your request into consideration but will need to follow the required steps in processing your return.
If your item is deemed with a major manufacturing fault (something that happened when the item was being made) you will have the option of a refund, exchange pending available stock or credit note.

 

SECURITY:

We do not collect or store any credit card information associated with your purchase when placing an online order.