RETURN AND EXCHANGE POLICY
Susan Yacoub Guarantee – all products are guaranteed against manufacturers faults for 6 months from the date of purchase. Please ensure your goods are carefully packaged and protected when returning to us for repair. We take no responsibility for damage or loss in post/transit. Your receipt as proof of purchase must be included with any return. It is your responsibility to pay for any returns postage. However, Susan Yacoub will pay for your goods to be returned to you after repair or replacement. In the event that the item cannot be repaired or replaced, a refund will be made.
Please choose carefully as we do not refund if you simply change your mind or make a wrong decision.
All goods returned for a refund after approval from Susan Yacoub must be returned in original condition, in original box with original tags and paperwork. After receipt of goods, you will be notified of final approval of refund.
Before your purchases are shipped to you, we personally inspect your items to ensure they are in perfect condition. Your items are then carefully packaged to ensure they arrive in the exact same condition.
In the event your goods arrive in a damaged or less than perfect condition, please notify us immediately so we can address this with our shipping company.
If goods arrive faulty or damaged, we will repair or replace the item.
*This Return and Exchange policy is only available to orders purchased on our online Boutique.
At Susan Yacoub we pride ourselves on the superior quality of our products. If for any reason you are not happy with your purchase from Susan Yacoub we will gladly refund the purchase price or exchange the item if the return is according to our Return and Exchange policy.
All you need to do is return the product to us in the original unused re-saleable condition, original packaging, with all tags attached and packaging slip. Any items purchased within Australia must be sent back within 14 days of the order date to be eligible for a refund. International Orders must be sent back within 30 days.
We are unable to refund on our sale line unless faulty.
All items must be in new and unworn condition. Any item which is considered to be “used” will be returned back to you and we will be unable to return your money.
You must notify us of your intention to return any item within 7 days of delivery. You can do this by emailing the team at email@example.com
If returning item/s from outside Australia, you must mark on the parcel ‘RETURN OF GOODS’.
Where a refund is requested and approved, we will endeavour to refund you as soon as possible, but please allow for up to 10 working days.
We will credit your original method of payment with the price of the returned merchandise minus any shipping costs.
If the exchange/return item is due to manufacturing fault/incorrect item received we will refund the cost of return postage.
The goods are your responsibility until they reach our Online Boutique.
FREIGHT/DELIVERY NUMBER: (AWB) refers to the tracking number or equivalent reference number your freight OR delivery company OR post office will issue to you.
We will email you an ID returns number and the address for delivery.
Include your receipt and the ID returns number with the item in the package and ensure the item is carefully wrapped and protected for transport.
Once we receive the items, we will either repair or replace with 14 days and return by post to you.
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information”.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimise our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at firstname.lastname@example.org
Trading Currency AUD
All prices shown are in Australian Dollars. All purchase transactions and shipping costs will be calculated and processed in Australian Dollars.
Once you have purchased online, your order will be processed and your purchases will be individually packaged into gift boxes or protective pouches.
Shipping and Handling
susanyacoub.com delivers around the globe. We use E-Post, Australia-wide and Australia Post internationally to offer you the fastest and most efficient delivery possible.
We have a flat rate for delivery:
FREE within Australia
FREE over $550, $25.00 AUD up to $550 International
Processing Your Order
All purchases will be shipped to the purchaser between 8 – 14 working days of placing the order. If your order is placed over a weekend or national holiday period delays may be experienced.
Orders will not be dispatched on Saturdays, Sundays or national public holidays, they will be processed and dispatched the following business day.
Before we dispatch your order we personally inspect your items to ensure they are in perfect condition. Your items are then carefully packaged to ensure they arrive in the exact same condition. In the event your goods arrive in a damaged or less than perfect condition, please notify us within 2 days of receiving your delivery.
Important Delivery Information
Australian Express Delivery
Orders will be delivered within 1-3 working days if the product is in stock after you place your order (excluding weekends and public holidays)
The cost of Australian Standard Delivery is free.
Your order will be sent out via Australian Express Post.
We are unable to redirect orders once items have dispatched.
A signature is required on receipt. If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how to pick it up.
International shipping is a flat rate of $25 AUD under $550 and free over $550.
Shipping will be automatically added at the checkout page if the order is under the above amount.
Your order will be dispatched via Australian International Registered Post with the following lead times to be used as a guideline: 10-14 working days.
We are unable to redirect orders once items have been dispatched.
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
Once your parcel has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.
All orders require a signature upon receipt.
We cannot deliver to postal addresses.
All confirmation emails will come with a tracking number and a link to the Australian Post website to monitor your delivery.
We do not take responsibility for any unforeseen circumstances which may cause your delivery to be late. These include strikes, natural disasters and any other reasons beyond our control.
To minimise the risk of an advertised item is unavailable, we pride ourselves on keeping an up-to-date computerised inventory of all items stocked. If for any reason, susanyacoub.com is unable to fill your requested order, you will be notified by email as soon as possible and we will conduct a payment reversal if the transaction has been processed. We will do our best to offer you to have a customer order made up or an alternate product.
Cancellation of Orders
As we endeavour to ship purchases as soon as possible after an order is received, we will only accept a cancellation by you if we receive written notice of your intention to cancel before the items have been dispatched.
Once your order has been dispatched we are unable to cancel your order. As per our Return Policy, we only offer refunds on faulty items.
Sales Taxes/Handling Charges
For all merchandise purchased through susanyacoub.com, a mandatory 10% Goods and Services Tax (GST) is payable by Australian law.
For all Australian residents or Australian shipping addresses, this 10% GST will be included in the price as stated.
For international customers this 10% tax will not be charged by susanyacoub.com, however, you will be liable to pay your own country’s applicable import/duty taxes on receipt of your package. It is your sole responsibility to research these duty/taxes and you are liable to pay them on receipt of your packages.