Shipping, Delivery & FAQS

We take pride in excellent customer service; if there is anything we can assist you with please email info@sainternie.com or fill out the form on our Contact Us page and we will be in touch.

Please read below for FAQs and information:

Shipping Rates

Free Shipping on orders over USD$250 in Australia

For all other International Orders, rates will be calculated in the checkout cart.

Delivery timeframes - domestic orders

Please allow up to 7 days to make and dispatch your order. Delivery may take 2-21 days due to the current Covid-19 outbreak affecting freight depots in Sydney. Please allow extra time for delivery, and check your order tracking information for updated estimated delivery times.

During peak times, such as the Holiday period, things may take a little longer than usual to get to you. Be assured that we are working our hardest to get your order out to you as soon as possible.

Delivery timeframes - International orders

All orders will be dispatched within 7 days. Estimated delivery times are to be used as a guide only and start from the date of dispatch.

Please note: some deliveries are delayed due to the current Covid-19 outbreak affecting freight depots in Sydney and Bogota. Please allow extra time for delivery, and check your order tracking information for updated estimated delivery times.

During peak times, such as the Holiday period, things may take a little longer than usual to get to you. Be assured that we are working our hardest to get your order out to you as soon as possible.

Please note, if you order a Kazoo crate your order will be dispatched immediately.

Customs & Duties (International Orders)

Depending on the country the order is shipped to, you may be responsible for a customs import duty or taxes charged on the value of your order. If you require further information about your country’s taxes and duties, please contact your local customs or other relevant authorities directly. Please note that, to comply with Australian export regulations, we will declare the exact value of all items ordered and mark them as dutiable merchandise. Saint Ernie is not responsible for any delays caused by destination customs clearance processes.

When ordering from www.sainternie.com, you are the importer and must comply with all laws and regulations of the destination country. You authorise us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.

If you have any questions about your order please don’t hesitate to contact our customer service team info@sainternie.com with your name and order number.

How long will my order take?

All orders will leave our factory within 5 working days of being placed. Please note, our Presales may be longer.

Delivery timeframes vary, depending on where you are. Most orders to metropolitan areas will arrive within 2 working days, while regional and remote areas will take longer.

You will receive an email with tracking information as soon as it's left our warehouse, for you to see its progress to your door.

Please note, while we do our very best to deliver your order as soon as possible, these delivery timeframes are an estimate only. On a rare occasion, your order may arrive outside of the estimated timeframe.

Presales

Presale items may take longer to ship than items in stock. Please allow up to 21 days for your order to be complete.

The estimated delivery date will be provided to you on the product page and you will also receive a confirmation once your order has been shipped. 

For orders that contain an in-stock item/s your order will be shipped separately so you receive your in-stock item/s straight away (no additional postage charges will be incurred).

Do you deliver to PO Boxes?

Unfortunately we cannot deliver to a PO Box. If you do not have an alternative please contact us and we will find another way!

Please note, some bulky or heavy items, like our crates, cannot be shipped in larger quantities under our flat rate shipping charge. We’ll get in touch to provide accurate shipping quotes on a case-by-case basis if need be.

Authority to Leave

All orders will be shipped with an ‘authority to leave’ unless we receive your instructions otherwise.

Please note, once delivered, we are not liable for any lost orders. Our freight companies deliver between 9am and 5am, Monday to Friday (except Public Holidays).

Bulky Items

Some bulky or heavy items, like our crates, cannot be shipped under our Free Shipping offer outside of Australia.

We’ll get in touch to provide accurate shipping quotes on a case-by-case basis, as need be.

 

Returns and exchanges

We make our best efforts to provide you with the best designs and products, however we understand that from time to time you may not be pleased with the product you have purchased and in some instances you will need to return it. To streamline the process, returns must be pre-authorised, and pending inspection the product will be repaired, or a refund, credit or exchange will be issued to you at the discretion of Saint Ernie. In all cases, our best efforts will be made to repair your beloved product first and foremost.

Saint Ernie does not accept returns based on change of mind. Returns are accepted for genuine faults to Saint Ernie products and these returns must take place within 14 days of receiving the goods. 

 

What is your returns policy?

Exchanges or returns will not be accepted unless deemed faulty by Saint Ernie.

For products that are deemed faulty on purchase, refunds, credits or exchanges will not be accepted after 14 days from the date of purchase.

We encourage you to open and inspect your product as soon as you get it, and be in touch straight away if there are any issues.

In all cases, we will try to repair the issue before replacing the product. If a replacement is not possible then a credit or refund may be issued, at the discretion of Saint Ernie.

All returns must be accompanied by an invoice and shipping costs incurred will be covered by Saint Ernie should the product be deemed flawed/faulty. 

All claims, refunds, returns or exchanges for items purchased through a retail outlet other than www.sainternie.com must be handled by the original location of purchase.

If you have any questions about our returns policy, or wish to obtain a return authorisation, please email our customer service team here.

Please note: All refunds, returns or exchanges for items purchased through a retail outlet other than www.sainternie.com must be handled by the original location of purchase.

I think my product is faulty, what do I do?

If you think it is faulty, please email our team with your order number, a brief description of the issue and some photos or a video. Please go to our Contact Us page, or email info@sainternie.com

From there, we will assess it and come back to you.

Please allow 7 days for us to get back to you.

How do I ship my order back to you?

If your order is faulty and covered under warranty, we will organise to get it back using our freight forwarders and send you the relevant paperwork. Please email info@sainternie.com

I would like to exchange a gift

We understand that sometimes you might not love the gift you have received and would prefer to swap it for something else more suitable. We are always happy to discuss product exchange wherever possible and reasonable, at the discretion of Saint Ernie.

Please note: Purchases of Sale items are final sale, and to qualify for an exchange through us, the item must have been purchased directly from www.sainternie.com.

Repairs

If any of your purchases become damaged and you would like it repaired, please contact us via email with photos and description of the damage. If we determine it is fixable we ask that the product be returned to us clean and we will do our best to make it look like ‘new’.