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Samson & Charlie are grateful for the small business support that Australia Post and DHL offers us to help us reach customers near and far.

All products and orders are packed by us and dispatched from Melbourne, Australia. We do not use drop shipping.

We do everything we can to ensure your order makes it to the destination as quickly as possible, but once the parcel is in the care of the courier company we are not responsible for their performance. We will monitor, escalate and investigate if any issues arise.

Parcel Not Collected From Post Office - Returned To Sender

It is your responsibility to collect your parcel from the Post Office or Collection Point if you were not available to receive the parcel directly from the delivery driver. If you have not received your item within the delivery times below, please contact us to investigate.

If your parcel is returned to Samson & Charlie you have two options: 1) we can resend the parcel at your cost plus the Return To Sender fee incurred by Samson & Charlie, or 2) we can refund the order value less the Original Postage Fee incurred by Samson & Charlie and the Return To Sender fee incurred by Samson & Charlie.

Standard Shipping Estimated Delivery Times By Location

Please allow one business day for order to be packed and dispatched.

**Customs policies vary widely from country to country.  For information about customs policies that apply in your country please contact your local customs office.  Any additional charges for customs clearance, import duties or local taxes are to be borne by the customer.  We do not take any responsibility for these charges and have no control over what they may be.  Please note we are unable to reimburse any costs incurred in relation to those matters and do not accept any responsibility for delays as a result, regardless of the circumstances. 

Samson & Charlie want you to be completely satisfied with your purchase and ensure the returns process is clear and easy. It is very important to us at Samson & Charlie that we address any concerns our customers may have quickly and fairly.

Damaged or Faulty Item – Replacement / Refund / Exchange / Store Credit

In the unlikely event that you receive an item that is damaged, faulty or incorrect, please email us at contact@cazaz.com.au within 48 hours of your order delivery, quoting your order number, request for Replacement / Refund / Store Credit, and provide photos. We will advise you of the next steps.

You will need to send the goods back to us using an Australia Post Satchel with Signature on Delivery. This cost will be reimbursed to you if your return is approved. We can only process the return once the goods have been received by us in their original condition, so please include all original packaging and make sure the parcel is securely packed. Samson & Charlie can’t be held responsible for items lost in the post on their return journey.

We will process your return within 2 business days of receiving the goods back. Once inspected, we will send you an email to notify you that we have received your returned goods together with the status of your return.

If approved, your refund / exchange / store credit (whichever you choose) will be processed within 2 business days and we will email you the details.

If declined, due to the goods not being deemed faulty, then we will treat the returned goods as a ‘Not Satisfied With Purchase’ return and all conditions mentioned below in the ‘Not Satisfied With Purchase’ section will apply.

If Afterpay was used to purchase the goods, and a refund has been requested, then;

• We will inform Afterpay of any refund (in whole or part) within 3 business days and the refunded amount will be sent to Afterpay as per agreement.
• Upon receipt Afterpay will cancel any associated future payments and refund as per customer Terms and Conditions.
• For any repayment or refund queries please contact Afterpay directly on 1300 100 729 or visit afterpay.com

Not Satisfied With Purchase - Store Credit 

Our natural high-quality products are handmade and therefore each batch may have slight differences in appearance or texture. If you are not satisfied with your purchase, we will be happy to offer you store credit equal to the purchase amount of the goods.

Please email us at contact@cazaz.com.au within 14 days of your order delivery, quoting your order number and reason for return. We will advise you of the return instructions.

Please note: The goods must be 90% unused and in their original packaging.

You will need to send the goods back to us using an Australia Post Satchel with Signature on Delivery and this cost will be at your expense. We can only process the return when the goods have been received by us in their original condition, so please include all original packaging and make sure the parcel is securely packed. Samson & Charlie can’t be held responsible for items lost in the post on their return journey.

We will process your return within 2 business days of receiving the goods back. Once inspected, we will send you an email to notify you that we have received your returned goods together with the status of your return.

If approved, your store credit will be processed within 2 business days and we will email you the details.

If declined, due to the product being more than 90% used or not being in original condition then we will ship the goods back to you at your expense.

Please note we can only exchange/refund or give store credit for items purchased from www.samsonandcharlie.com.au online store and not from our stockists. For any issues with products purchased from our stockists, please contact the original place of purchase directly.