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Refunds and Exchanges |
Customer Info: Refunds & exchanges
At Thea & Sami we take pride in the quality of our products and service and strive to achieve full customer satisfaction! All products are thoroughly checked before they are sent out. Therefore, refunds will only be offered in the unlikely event that a fault is found on the garment or accessory purchased. So please choose carefully!
Please do not purchase vintage garments if you expect perfection. These garments have all had a previous life and any marks or scars are a testament to their longevity and contribute to their rare quality.
If a garment is the wrong size, we will happily exchange it for another. If there is no alternative item to be sent, we will notify the customer of this and discuss how best to solve it. In most cases, another garment will be sent out as soon as it becomes available. Customers who have their item(s) back ordered may choose to wait, choose another item(s) or store credit.
NO Refund on sale items. Only exchange or store credit available.
Claiming a Return or an Exchange: Please notify us PRIOR to sending anything back. When you have our response, you may return any item that meets our policy conditions. The garment must be in "AS NEW" condition, with all the swing tags attached. We do not accept returns on items that have been worn by the customer or do not include the tags intact. Likewise, the return option will become void if the item appears dirty, used, damaged or laundered. All items kept beyond the allowed return and exchange period are considered a complete and accepted order by the customer. Items returned that do not meet our return policy guidelines will be returned to the customer, and no credit will be issued. The customer is responsible for all postage and shipping fees on any returns or exchanges.
Receipts:
Customers will receive an electronic receipt via email as soon as their order is processed and a paper receipt is sent once the order has been shipped. Ensure that your receipt is kept as a record for proof of purchase. You will be required to submit a copy of your receipt with any returns or exchanges.
Australian Orders:
- To be accepted for a return or exchange the item must be returned within 10 days of purchase
- All swing tags must be intact
- The garment must be unworn and undamaged
- Attach a copy of your invoice to the item, alternatively just your invoice number or your full name, address and contact information.
International Orders:
- To be accepted for a return or exchange the item must be returned within 30 days of purchase
- All swing tags must be intact
- The garment must be unworn and undamaged
- Attach a copy of your invoice to the item, alternatively just your invoice number or your full name, address and contact information.
For successfully returned garments a full refund of the purchase price will be made by electronic transfer.
For successfully exchanged garments, a replacement will be sent within 3-7 working days of customer garment selection. If you are choosing a different item the price must be equal to, or more than the original items purchase price.
If you need to discuss any of the above further, please contact us for further information.
Made-to-order Purchases:
When pre-purchasing any item there is an estimated wait time of up to 6 weeks. This time period covers the transit time between us cutting, printing, sewing your special product and getting it to you, the customer. If the estimated wait time is predicted to be longer, you will be notified by email. The refund and exchange policy found under the customer information page still applies to pre-purchased Items. |
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