What is your returns policy?
You may return or exchange (where available) your Sambag Online Store purchase for any reason, subject to adherence to the following terms.
Returns or exchanges are accepted on items within 40 days from the date of shipment. Items returned outside this period will not be accepted.
Items must be in original condition and must not have been worn. All packaging must remain in place. We recommend trying on all purchased items once received, to ensure adequate time to return items within our returns timeframe.
Any discounted item, including product markdowns or purchases processed using a promotional discount code, are not eligible for refund unless faulty. Exchanges or credit notes can be facilitated for returns of discounted items.
Please try on shoes on soft surfaces before they are worn generally. We will not accept shoes returned with sole markings or scratches. Please ensure shoes are returned with original shoebox. Shoes that have marked soles or creased uppers that cannot be restored will be rejected and sent back to the customer at their expense.
When returning your product, please include your completed Return Form which we will email to you. If you do not include this paperwork, we may be unable to identify and process your return.
How do I make a return/exchange?
- Please reach out to firstname.lastname@example.org with your order number and the products you would like to exchange or return.
- Our customer service team will respond to your email, provide a returns form and all the instructions you will need to complete your return or exchange.
For all returns, please use a reputable courier company such as DHL or UPS for international , or Australia postal service for domestic to ensure your item is received within the accepted time frame.
Send your return to:
- Sambag Pty Ltd
- PO box 278
- Woollahra, NSW 1350
Sambag is not liable for the loss of items in return transit. We recommend using a traceable delivery method and taking note of your tracking number.
Please note items received outside of the specified returns period will not be accepted.
Once the items have been received they will undergo a quality review. Once cleared, you will either receive your new item (for exchanges) or refund on the cost at purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We endeavour to process refunds as soon as they are received but please allow 5 working days for returns to be processed. You will receive email notification of the status of your refund or exchange once processed.
We do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable.
Returns in Person
Please note, we are unable to accept returns in person at our Head Office