Faulty or Damaged Item
In the unfortunate event that products arrived damaged, or failed to meet merchantable quality, fitness for purpose or matching description, Sapphire Décor or our supplier will:
Some items on our website come with manufacturer’s warranty. We may assist you with warranty claims if you provide us with enough information about the damage or fault, such as, photographs and videos.
For refund claims, we do not consider minor variations in colour, dimension, finish or naturally occurring characters to as product faults or flaws. We make the best effort to include information in the product description section of our website, for items that might have expected minor variations due to the manufacturing methods or the materials used. Additionally, we are not responsible for refund claims due to normal wear and tear, damages arising from improper use and assembly, and damages to external packaging.
For claims, please contact Sapphire Décor by email email@example.com within 48 hours after receiving the product. Please include your order number, description of the issues, and photographs or videos showing the damage or fault.
All products returned must be packed in their original containers and if the products are soiled or damaged, the products may be rejected by the supplier or credited at a reduced amount in the supplier's sole discretion.
Wrong Item Delivered
If you receive an incorrect item, we will cover the cost of returning the item. We will replace the item without incurring additional costs. Please let us know as soon as possible.
Change of Mind
If you request a refund or cancellation of an order before we placed your order with our supplier, you can choose to get a store credit or refund in full. Refunds or exchange may not be possible after we placed your order with our supplier, or after you received the product. Gift cards are not refundable.
Whenever you make order, you will receive an automatic order confirmation email. This does not guarantee the product is available. In the unlikely event that the product is unavailable, we will contact you as soon as possible; and you can choose to get a store credit or a full refund.
Our shipping cost calculator uses real-time freight carrier quotes to estimate the cost of shipping. In rare cases, the estimated shipping cost might be much smaller than the freight charges we received. In these cases, we will contact you to request additional shipping fees or cancel the order before dispatch and refund you in full.
To ensure the safety of our customers, deliveries will be contactless with no signature needed.
All deliveries are made during normal business hours Monday to Friday. A post office box address is not accepted.
All our products are sent directly from our suppliers' warehouses located in Sydney, Melbourne, and Birsbane.
We use real-time shipping rate calculator that returns the cheapest and fastest shipping quote from several freight carriers. This ensures a transparent and accurate shipping cost. The shipping calculator uses the delivery suburb, weight and dimension of the product to estimate the shipping cost. Sapphire Décor significantly subsidies the shipping cost. Shipping cost for many large items is free. Shipping cost for multiple items in single order is also significantly reduced.
Since many items on our website are heavy and fragile, they might require a special delivery arrangement. All the shipping cost calculated on our website assumes all deliveries are made to the ground floor. If the delivery is different from this, such as, high rise building, apartment blocks, block of units or flats or have restricted access, you must notify us using the “special delivery instructions” area in the cart, by email (firstname.lastname@example.org), or using the ‘contact us’ form on the website. Please include the item description and order number in you message. A special delivery might attract additional shipping fee, we will advise you the additional costs (if any) before processing your order. Alternatively, you can contact us to discuss the shipping options before making the order.
If your order contains multiple items, the items might be delivered on different days, depending on the location of the sourcing supplier warehouse and the freight carrier used. In most cases, we expect delivery to be completed within 1 – 2 weeks.
We advise that someone to be present at the delivery address to sign and receive goods safely. We pass your phone number to the freight carrier and request to notify you in advance about the anticipated delivery time and date. Sapphire Décor will do the best to make sure the freight carrier contacts you in advance; but, if you didn’t receive notifications, we cannot be held responsible.
In the case that nobody is at the delivery address to sign and receive the shipped item, the freight carrier will leave a missed delivery advice card. You need to contact the carrier to organize re-delivery. The re-delivery might attract futile freight charges depending on the carrier’s policy. It is important that the customer arranges a delivery time when they are sure to be at home to avoid any re-delivery fees.
Receipt of Delivery:
If you received a faulty or damaged product, contact us within 48 hours of receipt of the goods by email: email@example.com. In addition to photos, your message should include, a detailed description of the fault or damage, your full name and contact details, and the order number. Also, please keep all packaging so that the item can be returned in the original packaging.After receiving your notification about faulty or damaged goods, we will liaise directly with our supplier/s to resolve the issue. Please refer to the Refunds & Returns Policy for more information.