Delivery & Returns

AUSTRALIA WIDE DELIVERY

For delivery within Australia, we endeavour to pack and dispatch your order within 1-2 working days. Your selected items will be express shipped to your location via Australia Post and delivered within the following 2- 4 business days for areas within Australia Post’s express delivery network.

Samantha Ogilvie offers free express delivery within Australia on all full priced merchandise. Sale merchandise does not qualify for free express delivery.

INTERNATIONAL DELIVERY

For International deliveries our provider is via DHL, who offer an express delivery service worldwide.

For International deliveries to New Zealand only, we offer a flat rate of $60AUD, shipped via DHL.

For International deliveries outside New Zealand, we offer a flat rate of $100AUD, shipped via DHL.

We endeavor to pack and ship your international order within 1-2 working days. International delivery timeframes can be provided upon request based on your specific location. 

Compulsory insurance will be charged to international deliveries via DHL. The DHL Shipment Insurance rate will be an additional $25AUD or 2.5% of stated shipment value (if higher).

IMPORT DUTIES & TAXES

Your merchandise may be subject to import duties, fees and taxes, which are determined once your shipment reaches your country. These costs are additional and are payable by you. You may be required to pay additional customs clearance charges. Samantha Ogilvie is not liable for, nor responsible for such import duties, fees, taxes or charges. In addition, orders shipped internationally may be subject to customs clearance procedures that can cause delays beyond our control. If you choose to refuse a shipment from Samantha Ogilvie, you are responsible for the original shipping charges, duties, fees, taxes and / or customs charges incurred, and the cost of return shipping to Samantha Ogilvie.

TIMEFRAMES

While we do endeavour to provide the best service possible, all delivery timeframes are approximate. In the event that your delivery has not been made within the timeframe specified above, we will make every effort to rectify the situation with Australia Post for domestic shipping or DHL for international shipping, as soon as practically possible.

TRACKING YOUR SHIPMENT

There are multiple ways to track your shipment. Please email Samantha Ogilvie at shop@samanthaogilvie.com and we will track the shipment for you and respond via email with the shipment status. We endeavour to respond to email correspondence within 24 hours of it being received.

Alternatively, once your order has been shipped, you will receive an email notification containing a tracking link. This email will have been sent to the email address you entered in the checkout.

RISK OF LOSS

All products purchased from the Samantha Ogilvie Website (or email / phone purchases for delivery) are transported and delivered to you by an independent carrier not affiliated with, or controlled by, Samantha Ogilvie. Title to the merchandise purchased on the Website (and by email / phone), as well as the risk of loss for such merchandise, passes to you when Samantha Ogilvie delivers the merchandise to the carrier.

NOTES

“Working day” means a day that commercial banks are open for business in Brisbane, Australia.

We offer a Click & Collect service by selecting the Pickup In Store – James St at checkout. We endeavour to have all Click & Collect orders placed before 4pm ready for same-day collection. You will receive a confirmation email when your order is ready to be collected. Please don’t hesitate to contact the team via phone or email if we can assist with collection times. Please note that during busy periods such as SALE we may require extra time to pack your order.

We strive to provide our clients with goods that are of acceptable quality for merchandise that is purchased both in store and online. When ordering from the Samantha Ogilvie Website, we strive to ensure the items ordered match the description and sample image on the Website.

AUSTRALIA WIDE EXCHANGES

You must inform Samantha Ogilvie of your intent to return the item for exchange via email within 48 hours from the date the merchandise is deemed to have been delivered to you. Please refer to the RA form included in your shipment for further details.

The item must be received by Samantha Ogilvie within a following 5 calendar days from the date that you notified Samantha Ogilvie of your intent to return the item for exchange. Proof of purchase is required.

Samantha Ogilvie is not responsible for return shipping costs.

Any items for exchange must be returned in new and unworn condition with the designer tags, dust bag and box in original condition. Once we have received and reviewed the returned item/s, we will dispatch a new item, as agreed upon in written correspondence with you. Approved exchanges will incur additional delivery fees, which must be paid by you in advance of dispatch of the new item. A store credit for the item’s same value may be offered by Samantha Ogilvie in its sole discretion where an item has been returned for exchange, but the exact item’s replacement is not available. A store credit will not be offered where any other condition of this Returns Policy is not met.

All sale item transactions are final and Samantha Ogilvie does not offer refunds, exchanges or credit notes for sale merchandise.

AUSTRALIA WIDE REFUNDS

In the event that you intend to return the item/s for a refund, you must inform Samantha Ogilvie via email within 48 hours from the date the merchandise is deemed to have been delivered to you. Please refer to the RA form included in your shipment for further details.

The item must be received by Samantha Ogilvie within the following 5 calendar days from the date that you notified Samantha Ogilvie of your intent to return the item. Proof of purchase is required.

Samantha Ogilvie is not responsible for return shipping costs.

Upon receipt, Samantha Ogilvie will assess the item and be in communication with you via email and/or phone about your options for a replacement or full refund. Any refunds will be by the same means of payment used for the original purchase.

A store credit for the item’s same value may be offered by Samantha Ogilvie in its sole discretion where an item has been returned for refund outside the stipulated time frames above, in communication with you. A store credit will not be offered where any other condition of this Returns Policy is not met.

All sale item transactions are final and Samantha Ogilvie does not offer refunds, exchanges or credit notes for sale merchandise.

INTERNATIONAL PURCHASES

All international purchases (items shipped outside of Australia) are final and Samantha Ogilvie does not offer returns, refunds, exchanges or credit notes for these purchases. 

SALE PURCHASES

All sale item transactions are final and Samantha Ogilvie does not offer refunds, exchanges or credit notes for sale merchandise.

If the conditions stipulated by Samantha Ogilvie are not met, including timeframes, Samantha Ogilvie have no obligation to refund, exchange or return the merchandise to you.

Merchandise that is damaged, or soiled in transit to Samantha Ogilvie will not qualify for refund or exchange under this Returns Policy.

Samantha Ogilvie strongly recommends you return your item by registered mail such as FASTWAY Couriers or Australia Post Express Post or registered courier (such as Fedex, UPS, DHL or TNT), so your package can be tracked. Samantha Ogilvie will not take responsibility for any undelivered merchandise.

If you would like to discuss the terms your electronic purchase please notify us by email at shop@samanthaogilvie.com within 24 hours of receiving your purchase.

RETURN ADDRESS:

10/19 James St
Fortitude Valley
4006 Brisbane
QLD AUSTRALIA

EMAIL: shop@samanthaogilvie.com
PHONE: + 61 7 3257 3637

EXCHANGE

Any items for exchange must be returned in new and unused condition with the designer tags, dust bag and box in original condition. Goods may be returned for exchange within seven days of purchase and must be accompanied by the original proof of purchase.

CREDIT NOTES

Any items returned for a credit note must be returned in new and unused condition with the designer tags, dust bag and box in original condition. Goods may be returned for credit note within seven days of purchase and must be accompanied by the original proof of purchase.

A store credit for the exchange item’s same value may be offered by Samantha Ogilvie in its sole discretion where an item has been returned for exchange, but the exact item’s replacement is not available. A store credit will not be offered where any other condition of this In Boutique Policy is not met. Credit notes provided on exchange for returned goods must be used within twelve months of issue.

REFUNDS

Refunds will not be granted for change of mind, incorrect choice of size, colour or style or if you found an alternative price elsewhere. Samantha Ogilvie will assess the item and communicate with you your options for a repair, replacement or refund. Refunds will only be given against goods with an apparent manufacturing fault deemed solely by the relevant manufacturer and will be subject to proof of purchase. Any refunds will be by the same means of payment used for the original purchase. Samantha Ogilvie does not offer refunds on sale items.

LAYBY CONDITIONS

Layby require a 25% deposit of the total balance and must be finalised within six weeks of the original deposit date. If the holding deposit exceeds this six week time period, the item/s will be returned to stock and the deposit amount will not be refunded. We do not offer refunds, returns or exchanges on layby deposit items.