Shipping Policy

1. Order Processing & Dispatch

Orders are processed Monday to Friday, excluding weekends and NSW public holidays.

We aim to process and dispatch orders as quickly as possible. Any dispatch timeframe provided on our website is an estimate and may be subject to delays during:

• Sale and promotional periods
• Product launches
• Public holidays
• Periods of unusually high order volumes
• Events or circumstances outside our reasonable control

Once your order has been dispatched, you will receive an email containing your tracking information.

Please note that processing and dispatch times are separate from the carrier's estimated delivery timeframe.

2. Australian Shipping

Shipping options, costs and available delivery services are displayed at checkout and are based on your delivery location and order.

Estimated delivery times provided by Sascha Martini or the shipping carrier are estimates only and commence once your order has been dispatched.

Delivery times may vary depending on your location, the carrier and circumstances outside our reasonable control.

3. International Shipping

We ship internationally to selected destinations.

Available international shipping options, costs and estimated delivery times are displayed at checkout based on the destination and order.

International delivery estimates do not include delays caused by customs clearance, local authorities, international postal networks or other circumstances outside our reasonable control.

4. Shipping Costs

Shipping costs are calculated at checkout and may vary depending on:

• Delivery destination
• Shipping service selected
• Size and/or weight of the order
• Any applicable shipping promotion

Any free-shipping offers or thresholds will be displayed on our website or at checkout where applicable and may vary during promotional or sale periods.

5. Shipping Promotions & Free Shipping

From time to time, Sascha Martini may offer free or discounted shipping promotions.

Any minimum-spend requirement, eligible destination, promotional period or other conditions will be displayed with the relevant offer.

Unless otherwise stated, shipping promotions cannot be redeemed for cash or applied retrospectively to orders that have already been placed.

Where an order no longer qualifies for a shipping promotion because an order is legitimately varied or partially cancelled, any adjustment to shipping charges will be handled in accordance with the terms of the promotion and applicable law.

6. Order Tracking

All shipments are sent with tracking where tracking is available for the selected service.

Once your order has been dispatched, you will receive your tracking details by email.

Please allow some time for the carrier's tracking system to update after receiving your dispatch confirmation.

7. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check your shipping details before completing your purchase.

If you notice an error after placing your order, please contact us immediately at glow@sascha-martini.com and include your order number and the correct address.

We will make reasonable efforts to update your address if your order has not yet been dispatched. However, once an order has been processed or dispatched, we may not be able to change or redirect it.

Sascha Martini cannot guarantee successful delivery where incorrect or incomplete delivery information has been provided by the customer.

If additional shipping costs are incurred because an incorrect or incomplete address was supplied, the customer may be responsible for those additional costs where permitted by law.

8. Authority to Leave & Safe Drop

Depending on the carrier and delivery service selected, a parcel may be eligible for Authority to Leave or Safe Drop.

If you provide authority for the carrier to leave your parcel in a nominated safe place, or you independently arrange a Safe Drop or other delivery preference directly with the carrier, delivery may be completed in accordance with those instructions.

Customers should ensure that any nominated delivery location is safe, secure and protected from weather.

Where tracking shows that a parcel has been delivered in accordance with an Authority to Leave, Safe Drop or other delivery instruction authorised by the recipient, we may ask you to first check the delivery location and contact the carrier before we commence a further investigation.

Nothing in this section limits any rights you may have under Australian Consumer Law.

9. Unclaimed & Return-to-Sender Parcels

If a parcel is returned to Sascha Martini because:

• The delivery address supplied was incorrect or incomplete
• The parcel was not collected from the carrier within the required timeframe
• Delivery was refused for reasons not attributable to Sascha Martini
• The carrier was unable to complete delivery due to circumstances attributable to the recipient

We will contact you once the parcel has been returned to us.

If you would like the order to be sent again, you may be required to pay the additional shipping costs before the parcel is re-dispatched.

Any refund or other resolution will be determined in accordance with our Refunds Policy and your rights under Australian Consumer Law.

10. Pre-Orders

Products identified as Pre-Order are products that are not currently available for immediate dispatch.

Any estimated availability or dispatch date displayed for a pre-order product is provided as a guide only.

Manufacturing, freight, customs and other circumstances outside our reasonable control can occasionally affect expected arrival dates.

We will endeavour to keep customers informed if there is a significant change to the expected availability of a pre-order product.

11. Orders Containing Pre-Order & In-Stock Products

If your order contains both in-stock and pre-order products, your order may be held and dispatched together once all products are available.

If you would like available products sent separately before your pre-order product becomes available, please contact glow@sascha-martini.com.

Where we agree to split an order into separate shipments at the customer's request, additional shipping charges may apply.

12. Gifts, Promotional & Complimentary Products

From time to time, orders may include complimentary gifts, samples or promotional products.

Promotional products are subject to availability and any terms advertised as part of the relevant promotion.

Unless otherwise required by law, complimentary gifts and promotional products have no cash value and cannot be exchanged or redeemed for cash.

Where a promotion requires a qualifying purchase, any entitlement to the promotional product is subject to the terms of that promotion.

13. Stock Availability

We make reasonable efforts to ensure that stock availability displayed on our website is accurate.

Occasionally, a product may become unavailable after an order has been placed due to stock discrepancies, simultaneous orders or other circumstances.

If we are unable to supply a product you have ordered, we will contact you and provide an appropriate resolution, which may include a refund for the unavailable product or another option agreed with you.

We will not substitute a different product without your agreement.

14. Order Changes & Cancellations

If you need to request a change or cancellation after placing an order, please contact us as soon as possible at glow@sascha-martini.com.

As we aim to process orders quickly, we cannot guarantee that an order can be changed or cancelled once it has entered processing, packing or dispatch.

Where an order has already been dispatched, our Refunds Policy and your rights under Australian Consumer Law will apply.

Nothing in this section limits any rights you may have under Australian Consumer Law.

15. International Customs, Duties & Taxes

International orders may be subject to import VAT, customs duties, taxes, brokerage or clearance fees and other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.

Customs requirements and charges vary between countries, and Sascha Martini cannot predict what charges may be imposed.

Customers are responsible for checking applicable import requirements, duties and taxes in their destination country before placing an international order.

Customs authorities or the shipping carrier may contact the recipient directly regarding documentation, duties, taxes or other charges before releasing the parcel.

16. Refused International Deliveries

If an international customer refuses delivery because they do not wish to pay applicable customs duties, taxes or other import charges, the parcel may be returned to Sascha Martini.

Where permitted by law, any costs charged to Sascha Martini for the return of the parcel may be deducted from any amount otherwise refundable to the customer.

Original shipping charges and customs, duties, taxes or other charges paid on the customer's behalf may not be refundable where permitted by law.

Nothing in this section limits any rights or remedies available under applicable consumer law.

17. Shipping Delays

Delivery timeframes are estimates rather than guaranteed delivery dates unless expressly stated otherwise.

Delays may occasionally occur because of:

• Customs processing
• Carrier or postal network delays
• Severe weather or natural disasters
• Public holidays
• Peak delivery periods
• International transportation disruptions
• Other circumstances outside our reasonable control

If your parcel is significantly delayed, please check your tracking information first.

If you believe your parcel may be lost or there has been an unreasonable delay, please contact glow@sascha-martini.com with your order number and we will assist in investigating the shipment with the carrier.

If an order cannot be delivered within the expected timeframe or a reasonable timeframe, we will work with you to determine an appropriate resolution having regard to the circumstances and applicable consumer law.

18. Lost or Missing Parcels

If tracking indicates that your parcel has not been delivered within a reasonable timeframe, please contact us so we can investigate with the shipping carrier.

We may need to lodge an enquiry or investigation with the carrier before determining the appropriate resolution.

Where a parcel is confirmed as lost in transit, we will determine the appropriate remedy having regard to the circumstances and any rights you may have under Australian Consumer Law.

19. Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please:

• Check the delivery location and surrounding areas
• Check with other members of your household
• Check with neighbours, reception, building management or another safe location where applicable
• Check whether you have authorised Safe Drop or Authority to Leave
• Contact the shipping carrier using your tracking number

If you are still unable to locate your parcel, please contact us at glow@sascha-martini.com so we can assist with the carrier's investigation where appropriate.

We may request information reasonably required by the carrier to investigate a missing-delivery claim.

20. Damaged Parcels

If your parcel arrives visibly damaged, or you believe the product has been damaged during transit, please contact us as soon as possible.

Where possible, please retain:

• The product
• The original shipping packaging
• The shipping label
• Photographs of the external packaging and damaged product

This information may be required to assist us in lodging a claim or investigation with the shipping carrier.

Please refer to our Refunds Policy for information regarding damaged or faulty products and your rights under Australian Consumer Law.

21. Shipping Restrictions

We may be unable to deliver to certain destinations, P.O. boxes, military addresses or locations that are not serviced by our shipping carriers.

Available shipping options will generally be displayed at checkout.

We reserve the right to cancel and refund an order if we are unable to arrange delivery to the address provided.

22. Original Shipping Charges

Original shipping charges are generally non-refundable where a refund or return is not required under Australian Consumer Law.

Please refer to our Refunds Policy for further information regarding refunds and return shipping costs.

23. Contact Us

For questions or concerns regarding shipping, please contact:

GLOW UP by Sascha Martini
Email: glow@sascha-martini.com

Please include your order number in your email so that we can locate your order and assist you as quickly as possible.

This Shipping Policy operates alongside our Refunds Policy and does not exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under Australian Consumer Law.