Customer Care

PRE-ORDER

SARAFOX & Co. offer a pre-order service for a selection of items allowing customers to pre-purchase/secure popular styles that we have on order but are yet to arrive.

At the time you place your order, you will be required to pay 100% deposit of the amount due to guarantee the item (store credit cannot be used to pay this deposit) plus shipping fees. When the item is ready to be dispatched we will notify you prior to delivery.

PLEASE NOTE: All pre-orders are non-refundable and non-exchangeable.

SARAFOX & Co. does not guarantee delivery dates for pre-orders. Please be aware that because if the ‘pre-order’ nature of such transactions, you should expect a delay of anywhere up to 6 months between the date you place your order and the date the product is ready for shipment. Delivery timeframes stated on our website are only an indication and provided to us by the manufacturer. We DO NOT REFUND for late delivery.

If you are shipping outside Australia, you as the recipient, will be liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Payment of these amounts will be necessary to release your order from customs on arrival.

RETURN POLICY

We at SARAFOX & Co. hope you love your new purchase. Although, offer the following return policy:

Returns are accepted on items within 7 days from the date of purchase. Items received outside this time period will not be accepted.

Conditions of Return:

Original receipt must be obtained as proof of purchase.

Items must be returned within 7 days of purchase.

Items must be returned with tags attached and in its original packaging.

Returns will not be processed for items that have been worn, washed or altered.

We DO NOT offer refunds, but will happily exchange the size or give a credit note. Credit notes are valid for 6 months.

If you wish to return an item, you must email us immediately at shop@sarafox.com.au. Upon receiving your request you will receive a confirmation email including an RA# (Return Authorization Number) validating your return/exchange. Please use this as your reference number if you require any further assistance with your request.

NO RETURN/EXCHANGE on SALE items, jewellery, lingerie, swimwear if hygiene seal has been removed, or footwear if soles are marked or scratched.

NO REFUNDS are issued unless items are deemed to have a manufacturing fault. Please note that items which have been damaged as a result of some wear and tear are not considered to be faulty. In accordance with Consumer Affairs, where possible, we will offer to repair faulty items.

Please note that all RETURNS/EXCHANGES/REFUNDS are subject to quality inspection by SARAFOX & Co. management and final decisions are made at their discretion.

All returns/exchanges sent via post are at the cost of the customer. Postage costs are non-refundable.

SHIPPING & DELIVERY INFO

Shipping Costs: Postage is FREE for all orders $300 and over within Australia. For all orders $299 and under, a flat rate of $10 postage will apply.

Please make sure your shipping address is correct as we’re unable to redirect orders once they are on their way to you. Our delivery time starts from the moment an order is accepted and will be processed that day, excluding weekends and public holidays, and will be shipped within 24-48 hours of payment verification, pending stock availability. Shipping timeframe stated may vary from item to item as they are dependent upon credit card approval and may be delayed should we experience difficulties in obtaining authorization. Please note this process can take longer during our sale periods where it may take up to a 24 hour period. If your order is placed over the weekend, it will be dispatched Monday.

Once your order us dispatched you will receive a confirmation email containing your tracking number which will allow you to see how close you are to receiving your package. It can take up to 3 days to arrive for all Australian orders, for International orders it can take up to 14 days.

Our International customers please note: we are not liable for any country’s individual customs and taxes incurred once processed, including shipment price variants for all returns and exchanges.

Regular Express Post does not obtain a signature on delivery, so to guarantee delivery, we recommend your parcel be sent to an address where there will be someone to receive it between 9am – 5pm. We do not accept responsibility for lost/stolen parcels once they leave our premises.

Should you have further enquiries regarding our shipping and delivery information or pricing, please email shop@sarafox.com.au.

STOCK AVAILABILTY

While SARAFOX & Co. makes every attempt to ensure the online store reflects the availability of stock sometimes an item shown to be available may be out of stock. If an item you order is out of stock, we will contact you as soon as possible and based on your preference, either cancel or refund the item ordered that is unavailable.

GIFT VOUCHERS

Gift Vouchers are valid for 6 months from the date of purchase.

Vouchers cannot be returned or refunded.

Vouchers purchased can be used in-store or online.