I HAVE RECEIVED THE WRONG PARCEL OR THE INCORRECT ITEM

We are extremely sorry for this inconvenience and will immediately work with you to rectify the situation. We will require all the information, details, pictures and the process outlined below to be followed through to enable us to make decisions quickly on the best way to go about this. Until such information is received, we are unable to make any decisions or progress your claim any faster. **All claims can only proceed with the original copy of packing slip that came with your parcel, without this, any claim can not proceed further.

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I AM MISSING SOME ITEMS IN MY ORDER

We are extremely sorry for this inconvenience and will immediately work with you to rectify the situation. We will require all the information, details, pictures and the process outlined below to be followed through to enable us to make decisions quickly on the best way to go about this. Until such information is received, we are unable to make any decisions or progress your claim any faster. **All claims can only proceed with the original copy of packing slip that came with your parcel, without this, any claim can not proceed further.

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I HAVE RECEIVED A DAMAGED ITEM

We are extremely sorry to hear about this. The first point of contact would be make a direct online insurance claim with the courier service provider. We inspect every item before packing and pack with extreme care and caution. If an item turns up damaged you will need to go direct to the courier first. If you would like us to help you with the claim, we would be more than happy to assist and show you the steps, but we are unable to do so without your assistance and cooperation. We will require all the information, details, pictures and the process outlined below to be followed through to enable us to assist you with your insurance claims process. Until such information is received, we are unable to help you. **We also require the original copy of packing slip that came with your parcel, without this, we can not assist you in the process of your product damage insurance claim.

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I HAVE RECEIVED MY ORDER HOWEVER 'I HAVE CHANGED MY MIND' OR 'I HAVE MISCALCULATED THE SIZE' OR 'ITS NOT THE COLOUR I WANT ANYMORE' ETC

There is no exchange or refund for change of mind.

Scarlett Sweet follows a strict 'No Returns or Exchanges for Change of Mind' policy. We provide quality products at the lowest price possible, thus we request all customers to read all product details before purchasing, and welcome any questions you may have before your purchase.

All sales and purchases are final. Details of all products regarding measurements, dimension, material, colour etc are provided as best as possible, to enable an informed decision at time of purchase. It is the purchaser's responsibility to clarify any further details should you have any, before your purchase. 

1.  We cannot be held responsible due to different monitors showing different colours, your over ordering for best price, change of mind or change of preferences.

2.  All goods are “sold firm” and as is. All purchases are final. All items marked ‘sale’, ‘special’, ‘promotion’, ‘offer’, ‘clearance’ and 'edible' items are non-refundable or exchangeable.

3.  For delivered orders, should you receive your product with damages your first point of contact will be with the courier company. All shipping and delivery charges include the courier company’s delivery process assurance for goods and supplies. Please take up goods damage issues direct with them. You can refer to our ‘Delivery Process’ for more information on courier company’s delivery information.

4.  Goods that are supplied in ‘error’ are returnable for replacement or credit, provided the ‘error’ is notified to us within 24hrs of receiving the parcel. Failing to do so means your claim will not proceed further. We require all this information upfront to enable us to make a decision.

5.  First thing to do would be to call our showroom during opening hours or contact us via our direct online chat box. We will then be able to advise you of the next steps. Please refer to below 'Returns Process' to understand the steps that is needed to follow through.

However, we will work with you as best as we can, provided that you can follow the process and accept the fees and charges outlined below. We will require all the information, details, pictures and the process outlined below to be followed through to enable us to make decisions quickly on the best way to go about this. Until such information is received, we are unable to make any decisions or progress your claim any faster. **All claims can only proceed with the original copy of packing slip that came with your parcel, without this, any claim can not proceed further.

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RETURNS PROCESS

-This section applies for both 'change of mind' returns, missing items, damaged items or products received in error returns.

-All claims can only proceed with the original copy of packing slip that came with your parcel, without this, any claim can not proceed further.

-Change of mind purchases may be approved for returns or refunds, however below fees will apply.

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The below is the process you need to follow and everything required to support your claim must be made available to us so that we can make a decision. All goods need to be returned to the correct ‘returns’ location within 30 days from the date of placing your order. All returns if and when approved will be offered an exchange, store credit or refund where possible. These options will be at our discretion once the scenario is investigated and goods inspected.

Just follow these simple steps for all returns:

1. Please fill the "Return / Refund Request" form link below this section with following details:

   • A picture of your original packing slip that came with your parcel. This is an absolute must, without this, we will not be able to proceed further. The original hard copy must also accompany your returning parcel back to us.

   • As many pictures as possible of the products, the parcel, the packing slip, the complete order in its entirety that you have received to support your reasons.

   • Details of your issues and confirm whether your request is for exchange or refund.

   • After these details are received we will be able to confirm the returns location.

   • Parcel up the goods you're returning in the packaging we sent originally if you can, otherwise repack it in a tight box so there is  minimum movement. This is to ensure transit damages are minimised and the goods will be received in its original condition. 

2. For products received in error, we will organise a courier to collect the parcel after you have provided all the information required so we can make this decision.

   • A courier label will be emailed to you, which you will need to print and tape on the parcel so that our courier can collect.

   • Parcel up the goods you're returning in the packaging we sent originally if you can, otherwise repack it in a tight box so there is  minimum movement. This is to ensure transit damages are minimised and the goods will be received in its original condition.

   • Please ensure that parcel is available and ready on collection day. If you fail to do so without communicating to us any issues you have about being able to do this and have missed the courier run, then you will have to follow the instructions in step 3.

3. Parcel up the goods you're returning in the packaging we sent originally if you can, otherwise repack it in a tight box so there is  minimum movement. This is to ensure transit damages are minimised and the goods will be received in its original condition. Post the items at your local post office or with the freight company of your choice. Please keep your tracking number so you can track the items to our warehouse. 

4. Once our warehouse team receives the items, within 2 business days they will open the items and check them. As you can imagine counting and checking every item can take some time!

5. Once approved by the warehouse either for exchange or refund, you will receive a confirmation email from our team. Returned products because they were sent out in error will be given an exchange or full refund.

For change of mind returns these fees will apply;

- At our discretion if an exchange has been approved there will be a $30 restock and admin processing fee. For eg. cost of item is $100, you will be given $70 as a store credit to spend on other purchases.

- If a refund has been approved, there will be a $30 processing fee or 60% of the cost item, whichever is higher. This helps to cover time and labour spent administering, processing, counting, checking and restocking returned goods. For eg. cost of item is $100, you will be refunded $40 as this is a change of mind refund.

**All claims can only proceed with the original copy of packing slip that came with your parcel, without this, any claim can not proceed further.

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​CANCELLATION POLICY

If your order was made via delivery method, you can request a complete cancellation of your order by calling us during our showroom opening times, or directly sending us an online message via our chat box. 'Change's to your order can only be made if it is still in 'Stage 1'. 

If your refund or exchange has been approved, the fees for partial or full refund will apply as following;

'Click & Collect Order'

- At time of collection your items, colour, quantity, size etc will be checked onsite and you will need to sign off confirming this. If someone else is collecting on your behalf, please ensure they are aware of your order as they will also need to sign off verifying that we have gone through the items with them and all is correct.

- There is no 'after sales' claims; meaning after your order has been collected any claims for an item missing, incorrect product or damages will not be honoured.

- We do welcome and encourage any change of minds at collection if you'd like to make an exchange, but not after order has been collected.

'Delivered Order' 

- STAGE 1: After placing an order, and before the warehouse have started picking and packing your order, cancellations or changes request of your order will incur a flat $10 administration fee. Changes to orders at any stage will also incur this fee.

- STAGE 2: If the warehouse have already started picking and packing your order, but the parcel has not had a 'courier pick up request' ordered yet, then a flat 30% 'restock fee' will be applied to your *total order amount. For eg. Your order total is $100, minus the 30% restock fee means $70 will be refunded back to you. *Only available for complete cancellation, not for changes to the order.

- STAGE 3: If your parcel has already had a 'courier pick up request' ordered, then a flat 40% 'restock fee' will be applied to your *total order amount. For eg. Your order total is $100, minus the 40% restock fee means $60 will be refunded back to you. *Only available for complete cancellation, not to changes.

- STAGE 4: If your parcel has already left our warehouse and the parcel has been returned to us whether; direct from yourself, or by our couriers due to non delivery issues, and a cancellation request is put through, then a flat 60% 'restock fee' will be applied to your *total order amount. For eg. Your order total is $100, minus the 60% restock fee means $40 will be refunded back to you. *Only available for complete cancellation, not to changes.

*Total order amount does not include the shipping costs. For eg. if your total order is $100 plus $15 delivery fee, then the refund amount is calculated on $100 only.

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**All returns or claims to products sent in error must have the original packing slip that came with your parcel. Without this, your claim for any exchanges, returns, cancellations, missing items, product errors etc will not proceed further.

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If you have any further queries, please do not hesitate to call us during showroom opening hours.

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