© 2017 Sam &Carter

ABN: 35 479 459 335

PO BOX 186

Stanhope Gardens, NSW 2768

0424530444

PRODUCT FAQ

Delivery Policy

Delivery Locations

 

Sam&Carter are a 100% Australian owned business dedicated to making our quality products available Australia-wide. We currently have no restriction on where in Australia we can deliver, however it must be an Australian residential address or Post Office Box etc, otherwise we may have no way of getting your order to you.  If you do have a specific address you believe may be hard for us to deliver to, please contact us by EMAIL or web form prior to making an order.

As much as we'd love to make our product available for purchase overseas, our product is currently made and cleared for distribution within Australia. Therefore, we currently DO NOT DELIVER TO OVERSEAS CUSTOMERS, but hopefully we can reach out to all of you in the near future.

Delivery Time 

 

We aim to get your order from our shop to you as quick as we can, however times will vary depending on the day of purchase, stock availability, location of delivery and other factors that will effect postage time. This is why it is Sam&Carter's policy to deliver ANYWHERE IS AUSTRALIA WITHIN 3-14 CALENDAR DAYS FROM THE DAY OF PURCHASE. If 14 calendar days from the day of purchase have passed and your order has still not been delivered please contact us by EMAIL or web form so that we can ensure your order arrives safely and apply any applicable discounts. We will do our best to notify our customers to any seasonal changes or postage issues which may delay this time. If we notify you of any approx delivery time greater than 14 calendar days or of any potential delay prior to purchase then this policy will apply to that specified time.

 

We will not be responsible for any letterbox theft or orders stolen at the delivery address you have provided in your order, so please ensure that the letterbox is secure and no one accepts or opens your order on your behalf to avoid these types of occurrences. We will not be responsible for any damage to the product or its casing  which occurs after delivery or in the process of opening the product or package. For further information please see our Refund and Exchange Policy.

 

Cost of Delivery 

 

Sam&Carter will apply a flat delivery fee of $5.00AUD for every order. This delivery fee can only be waived if the order is greater than $75.00AUD and is under no circumstances refundable.

Refund and Exchange Policy

Change of Mind*

At Sam&Carter we understand our customers! If you change your mind we are happy to refund the purchase price of the item (NOT POSTAGE) so long as:

  • you CONTACT US WITHIN 14 DAYS OF PURCHASE. This can be through email, phone or web form (at the bottom of this page). If you don’t contact us we may not have all the details to organise a refund!

  • You mail the item back to us within 3 days of contact us. (We will not cover the cost of mailing it back to us).

  • The box must be IN GOOD CONDITION, UNOPENED AND WITH THE PLASTIC SEAL STILL INTACT. If the plastic seal is broken, we will not be able to process a refund. If this is the case, still contact us and we can see if we can help you another way.

If ALL these are achieved as set out above, we will be more than happy to provide a refund.

*This applies to any other requests for refunds.

Damaged

Nothing makes you more worried about online shopping than paying money only to receive damaged goods. Sam&Carter hand pack your favourite lipsticks and have them delivered straight from us to you. This is because we want you to get it in the same condition as it was sent, without anyone tampering with it. We also make sure that the packaging is secure and safe to avoid any bumps or cracks during transit.

However, on the rare occasion your product has been damaged, or is in a condition that concerns you please CONTACT US WITHIN 14 DAYS OF PURCHASE. This can be through email, phone or web form (at the bottom of this page). If you don’t contact us we may not have all the details to organise a new product! Bear in mind that we ONLY OFFER TO RE-SEND THE SAME PRODUCT/COLOUR in the event of damaged goods.

Incorrect Product

The moment when you excitedly get your package delivered to you, and you rip open the packaging only to discover you have been sent the wrong item. We want to avoid these moments as much as you and we will always make sure and double check before processing any of our customers’ orders.

But, of course we are human and these mistakes may arise, in which case you must CONTACT US WITHIN 14 DAYS OF PURCHASE. This can be through email, phone or web form (at the bottom of this page). If you don’t contact us we may not have all the details to organise a solution! We do not offer refunds for incorrect product, but if we can see that your order is different from the product we have sent you, we will send your original order to you with no extra charge. The wrong order you can give to a friend… or keep, it’s up to you!

Exchanges

We don’t do exchanges of products. All our products and colours are great, and we are sure that you’ll love them. If there is a particular product that you wished you had ordered, then CONTACT US through email, phone or web form (at the bottom of this page). I’m sure something can be arranged.

Quality

We are confident in the quality of our products. We also know that when it comes to make-up there are many different tastes out there. We DO NOT offer exchanges or refunds if you do not like the quality of our product, however we are always looking for great ideas and ways that we can make our product and business even greater and appeal to more people. If you do not like the quality, please let us know by filling out the web form below with your details and feedback, as we are always looking for ways to improve our products and service.