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    CUSTOMER CARE


     

     

    Orders + Shipping

    The welcome 10% discount is eligible for one use on full priced purchases over $100. If you meet the requirements for the discount and it is still not working, please email us at studio@sansbeast.com

    Orders received by 1pm (AEST/AEDT) will be despatched that day.  Orders received after 1pm will go the following day.  Standard (metro) domestic orders over $149 are shipped free of charge and will usually be delivered within 3-5 business days of being shipped - however please note some delays may occur due to the higher volume experienced by AusPost during this COVID period. Regional areas may take a little longer.  A $9 flat fee applies for orders less than $149.

    Express Post (AU) shipping is available for a flat charge of $15. 

    Metro East Coast Australia - 1-2 Business Days, with the same COVID-19 stipulation applying. 

    Regional -  2 business days as per AusPost, possibly 3 days if you're remote.

    All parcels from Sans Beast will require a signature on delivery, unless you provide an authority to leave.  You can opt to do this when you receive your tracking information from Australia Post.  Please note that Sans Beast is not responsible for any lost or stolen items.

    We currently accept all major credit cards including American Express, MasterCard and VISA along with Apple Pay, PayPal, Klarna and AfterPay.  

    COVID19 UPDATE: ALL INTERNATIONAL SHIPPING AS AT JULY 6, 2020 - 

    AUSTRALIA POST IS EXPERIENCING UNPRECEDENTED DELAYS DUE TO FLIGHT SHORTAGES, AND CLEARANCE IN DESTINATION COUNTRIES IS ALSO DELAYED.  WE ARE RECORDING UP TO 5 WEEKS TRANSIT + CLEARING TIME CURRENTLY.  PLS TAKE THIS INTO ACCOUNT WHEN MAKING YOUR DECISION ON PURCHASE.

    We use Australia Post International service for deliveries outside Australia.  International shipping is free for orders over $149 (AUD).  All packages are tracked and you will be provided email updates as your order is on its way. Delivery times listed are estimates for delivery between metro areas of major cities and EXCLUDE any time in customs and delays due to reasons outside Australia Post's control.  We have found that International deliveries vary greatly depending on destination country - this, unfortunately is out of our control.  Country specific delivery times are available online at auspost.com.au.  For countries not listed, please contact us at studio@sansbeast.com to see if we can ship to your location.

    Please note that any items shipped internationally may be subject to local duties and taxes.

     

    COVID-19 update: Unfortunately we have had to suspend in-person collection of orders due to the COVID lockdown in Victoria.  Despatch via AusPost is currently the only option for receiving your order.

    If you need to modify your order, please contact us at studio@sansbeast.com within an hour of placing it. We'll do our best to help with your order, but if it has been shipped out already, it can not be modified.

    We will send you an email outlining all tracking information once your item/s have left Sans Beast HQ.

    We offer free standard worldwide shipping on all orders over $149.

    Returns

    We understand shopping online can sometimes be hard. Whilst we are confident you will love your Sans Beast item/s, if for some reason you are unhappy, we will gladly offer a refund (less original shipping cost) with the following criteria being met:

    Your return must be initiated within 7 days of receiving your itemYour item/s must be returned to Sans Beast HQ at 24 Chelmsford Street, Kensington 3031, Victoria, Australia, in its original packaging, with dust cover bag, brand new, unworn, undamaged and with its original tags still attached, in protective postal packaging, within 14 days of your original order date.  Returns of items that have the tags removed will not be accepted. Sale items are final sale and cannot be returned for exchange or refund unless deemed faulty.  We do not offer free returns, therefore return postage must be covered by the buyer.

    Please contact us at studio@sansbeast.com within 7 days of receiving your goods, to advise if you will be returning your goods + then please follow the above directions for return address.  Be sure to include your name + order number on your parcel so we can quickly identify you + speed up the refund process. 

    If you are exchanging your item, please be mindful that our collections are not bought in heavy volume, so we cannot guarantee that your preferred item will be available at the time of exchange.

    We recommend using registered post or a trackable courier service to return your item/s, as we can not accept responsibility for items lost or damaged in transit to us.  Please also note that the cost of shipping will not be reimbursed for change of mind returns.

    If you've opted for refund, your refund will be issued within 3 business days of us receiving your returned item/s. We will send you a confirmation email once your refund* has been finalised.

     *Refunds may take up to 2 days to appear in your account depending on your method of payment.

    WHAT IF MY ITEM IS DAMAGED / DEFECTIVE / INCORRECT?
    Quality is our priority at Sans Beast.  Your order is thoroughly checked by our (most pedantic) warehouse team before being sent your way, and we do our best to ensure your item/s arrive in perfect condition. If for some reason you receive a damaged, defective or incorrect item, please email us at studio@sansbeast.com as soon as possible, with a photo of your item. Don’t forget to include your order number so we can support you at pace.

    Please contact us at studio@sansbeast.com and we will track your item/s.  Please note that if you've ordered from outside Australia, we are limited in our capacity to track your item to your door - however we will do our best to support you.

    Product Information

    We work with Tony Lee + his team, at their family run facility in the Changping region of Dongguan.  Cathryn, our founder, has been working with Tony for over a decade, and through this time, they have built a solid + trusting relationship.  Sing Fai are a relatively small factory, in comparison to many handbag factories, however they do have several large customers across the US, Australia + Europe. Workers are paid above the regional award rate + as is standard practise in China factories, accommodation + meals are provided as part of their employment contract.  We visit the factory 4 times a year (in 'normal times', versus COVID19 times),  to work with the team on sampling, sourcing + production.  In lieu of travelling to the factory, we communicate via WeChat, email + video.  You can get an insight to the production process, By watching  'A Makers' View' films.

    We recommend treating your item with love + care. This includes not over filling it, leaving it on the ground in the dirt, spilling drinks + food on it ...or generally treating it like it's bulletproof.  It is not. General wear + tear occurs on bags - things like scratches on hardware + surface material are normal when a bag is being carried + used regularly.  We use zinc alloy hardware on our bags, with plating in various colours.  Some plating colours will tarnish faster than others - and this is not a fault. Respect your bag + it will return the favour by going the distance in your accessories wardrobe.

     

    HERE ARE SOME TIPS ON CARING FOR YOUR SANS BEAST ITEMS:When attaching straps, take care to ensure the rounded edge of the dog clip - rather than the lever clasp - sits against your bag.  If attached incorrectly the lever end of the clasp can scratch your treasured bag. 

    Avoid leaving your bag/pouch/wallet in direct sunlight for hours on end - despite PU being robust + less prone to sun damage than leather, it may still discolour/fade with prolonged exposure to sun.  Every Sans Beast piece comes with an undyed, recycled cotton dustbag and we recommend storing your item in these bags when not in use.

    Our bags have been tested + verified for colour fastness, but we would still advise against wearing light coloured clothing in extreme humidity or substantial wet weather (we are talking extended time in downpours) when carrying a dark coloured bag as some colour transfer could occur.

    Our bags are not indestructible, nor will they take kindly to being overloaded.  When we say overloaded, we refer to filling it to the brim thus causing the bag to distort + have undue pressure applied to the strap connection areas.  

    Our snake print textures are achieved by a printing + embossing process, to emulate the texture of the animal kingdom (without killing said animal kingdom).  They will show signs of wear if not treated with care.  

    As with every quality accessory - shoes, bags, sunglasses, jewellery - the key is in rotating your pieces; don't wear the same item every day, and it will return the favour with a long life. 

    The beauty of our products is not only that they are cruelty free, but they are easy to care for.


    POLYURETHANE COATED FABRIC:

    Simply wipe your Sans Beast products with a damp, lint free cloth and you’re done.  For stubborn marks, add some dish detergent to your cloth or sponge.  Eucalyptus oil is the final frontier if the mark refuses to shift - use a small amount and rub gently. 

    Note: don't use Eucalyptus oil on metallic foil finishes as it will damage the surface. Remember never to use any household cleaners as they are often abrasive and may damage or discolour your item.  

    CANVAS:Our canvas bags are machine washable.  We recommend using cold water to ensure fading doesn’t occur.


    ACRYLIC:Simply wipe your acrylic bag with a lint free cloth to remove any dust, taking care not to scratch the finish.  Acrylic can crack and/or shatter if dropped or knocked against a hard surface so treat it like the treasure it is -  Sans Beast cannot take responsibility for any breakages that occur through mishandling.

    WEBBING STRAPS: Use a mild detergent + warm water to clean any dirty marks off your strap. Don't leave the strap soaking the in water; gently soap up the dirty marks + then run the sections under a light stream of water to rinse off. Leave to hang dry. This should remove light marks - you may need to repeat the process for more stubborn marks (eg oil + grease) but note excessive scrubbing may cause colour loss, so please be gentle.  One final tip which we've recently tried + had great success with: pop your grubby strap in a bra/delicates bag + pop it in with your delicates wash.  We found oh so slight shrinkage with this method, but the cleanliness results were excellent.

    FAUX SUEDE LINING: dish detergent (for greasy stains like oil-based makeup or lip balm) or baby shampoo (for non oil based makeup marks like powder or blush) are great for spot cleaning.  Put a little of the liquid onto a clean cloth or sponge, rub gently, then finish with a clean cloth. You may need to repeat this process if the stain is stubborn.

    Read more on how to care for you Sans Beast Bag here

     

    Short answer - as a general rule, unfortunately not.  The need for repair of Sans Beast falls under two categories: the first is manufacturing faults and the second is wear / tear.  Unfortunately we are unable to repair your bag due to wear + tear.  Wear + tear will occur on a coated fabric bag + we strongly recommend treating your pieces with care to avoid deterioration.  If however, the fault is a manufacturing one, we will either fix it, or replace your purchase.  Please contact us at studio@sansbeast.com for further information, providing us with photos, so an assessment can be made.

    Sans Beast is available in a selection of stockists + online stores - view the full list of stores here.

    In normal circumstances, you can also see the full Sans Beast range at our studio at Clik Collective, Unit 11, 1-7 Elizabeth Street, Kensington - however, due to COVID19, we are working remotely most days of the week, so studio visits are not possible until further notice.