Delivery & Returns

CONTACT US

You can always contact us via email at [email protected]

If the driver cannot wait for inspection, note on the delivery slip any concealed damage to boxed or crated products as this will be the responsibility of the carrier or the manufacturer, as determined upon inspection. A full inspection must occur within 24 hours of delivery, and any freight claims must be filed within 48 hours. Report all claims to our customer service team ([email protected]) and include photographic evidence of the damage from all angles.

QUALITY AND IN-TRANSIT DAMAGE

Products undergo inspection by the manufacturer before release to ensure they are in good condition, complete, and ready for shipment. The carrier is responsible for inspecting the products at the point of origin.

Should you notice damage to the packaging, or damage to the purchased item upon arrival, please photograph and report to us immediately [email protected]

Please obtain written authorisation from Sally Caroline before attempting a return. Returns without prior written authorisation will not be accepted.

FORCE MAJEURE

All quoted completion and delivery dates are estimates only. Sally Caroline Pty Ltd, along with their partner shippers and manufacturers, shall not be liable for delays in completion or shipment or default in delivery for any reason of force majeure or for any cause beyond reasonable control including, but not limited to, (a) government action, war, riots, civil commotion, embargoes or martial laws, (b) Manufacturer’s inability to obtain necessary materials from its usual sources of supply, (c) shortage of labour, raw material, production or transportation facilities or other delays in transit, (d) labour difficulty involving employees of Manufacturer or others, (e) fire, flood or other casualty, or (f) other contingencies of manufacture or shipment. In the event of any delay in Manufacturer’s performance due in whole or in part to any cause beyond Manufacturer’s reasonable control, Manufacturer shall have such additional time for performance as may be reasonably necessary under the circumstances. Acceptance by Buyer of any goods shall constitute a waiver by Buyer of any claim for damages on account of any delay in delivery of such goods.

INSURANCE

All shipping fees will include insurance of your purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes, you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Sally Caroline Pty Ltd and transfer of responsibility in the same way.

For further information relating to our terms of sale and service, please visit our Terms and Conditions.

RETURNS

We operate primarily on a pre-order model to minimise our environmental impact in terms of manufacturing, warehousing, and shipping. We welcome any inquiries, requests for assistance, or advice before placing an order. For all made to order pieces, once payment is made this will act as a binding agreement surrounding the specifications of your order as well as an acknowledgement that no refunds or returns can be made. Returns or refunds will only be accepted if the product is defective or has arrived not as described. Unfortunately, we are unable to accept returns due to change of mind. Returns must be requested within 48 hours of receiving the order and be in original condition, unused, and with original packaging.

Sally Caroline inspects its Products carefully before they leave its warehouse.
The Customer acknowledges that upon receipt of the Products and/or the supply of the Services, the Customer must inspect the Products and/or Services.
The Customer must within 24 hours of the date of delivery or collection of Products and/or supply of Services, give written notice to Sally Caroline detailing any defects. If the Customer does not give such notice, the Products and/or Services shall be deemed accepted by the Customer. Any defects reported outside of this time will be considered at Sally Caroline’s discretion.

To initiate a return, please contact our customer service team ([email protected]). They will provide you with further instructions and guide you through the return process.

RETURN SHIPPING

The customer is responsible for return shipping costs unless the item received is faulty or damaged.

REFUNDS

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will then notify you on the status of your refund after inspecting your item. If your return is approved for a refund, we will initiate a refund within a reasonable timeframe to your credit card or original method of payment.

MATERIAL VARIATIONS

Please be aware that due to the handmade nature of our stools, slight movement on hard surfaces may occur. Additionally, material variations can occur between different dye lots, making each stool unique and preventing a guarantee of identical appearance. To ensure a proper match, a minimum quantity applies to seating orders.

It is important to note that there may be visual variations between our rugs as they appear online and in person. We highly recommend reviewing samples before placing an order. We offer sample swatches for all colourway options, allowing you to order samples online and experience them in your home before making a purchase. Please note that a small fee is required to process the sample order, which will be refunded upon the undamaged return of the samples. To initiate the sample order process, simply click here or view from our menu.

TERMS OF SERVICE

As a valued customer of Sally Caroline, we would like you to be familiar with our trading terms, to ensure that your Sally Caroline experience is a satisfying one. See our full terms and conditions here.
https://sallycaroline.com/terms-and-conditions/