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FAQ

RETURNS

We trust your Snatch Clothing order has arrived in tip-top shape. But if for any reason you are not satisfied with your delivery, need to return a product, or changed your mind, then check out the below or contact us.

How do I return a product?

To organize a return of a product, please contact us. Our Customer Support Team will then reach out to you to provide next steps.

Please note for International orders: returns are not currently possible. If you have any issues with a product and you have ordered from outside of Australia, please contact our Customer Support Team and we'll do our best to resolve the issue. 

Conditions of return (within Australia):

To enable our Customer Service Team to process your return or exchange, you will need to present a copy of your receipt or other proof of purchase.

If you change your mind concerning a purchase, you will need to return your product within 30 days. Your product must be unused, in its original packaging and in a saleable condition. If you are unable to provide proof of purchase, we may still offer a credit in the form of a gift card or provide an exchange for a similar product.

Unfortunately we are unable to offer a refund, credit or exchange for products which have been modified or used contrary to the product’s instructions.

Assessing your return

If your product is faulty, we may need to conduct an assessment to determine the nature and extent of the fault. This may include sending the product to the manufacturer or their repair agent. Products that are likely to require assessment include car audio, electrical and motor driven products, power tools, and specially procured items.

We will notify you of the outcome once the assessment has been completed.

The Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.


We suggest you send us a quick note at admin@snatchclothing.com.au so we have a heads up (and to check we have the right size for an exchange). From there we will make sure you get a replacement item ASAP.


Want a Refund?

If you overcapitalised your spending this week and you realised you need the money back, you're welcome to send your order back to us for a full refund of the product purchase price. Just include a note in your shipment, advising you'd like a refund and we'll get onto it for you as soon as we receive it.

For obvious reasons, the product must be un-worn with the tag still attached, and the product returned in the clear bag supplied. Please don't give your favourite pooch a hug before deciding to return the item to us, we can't re-sell an item covered in Fido's fluff.

If for some reason the item purchased has some manufacture issues, then let us know within 30 days of purchase. We will gladly find a solution to keep our customers happy! Unfortunately if it's been worn for longer than 30 days, then there really isn't much we can do to help. These goods aren't bulletproof and can succumb to general wear and tear. As always, feel free to send us an email and we can evaluate.


SHIPPING


Where Can Snatch Be Shipped?

We ship to anywhere in Australia (even Tasmania!).

International:
We currently ship to the following:

  • United States of America (USA)
  • United Kingdom (UK)
  • New Zealand 
  • Canada

We are constantly working on our international shipping process, and will add more countries to our list as we progress. We appreciate your patience as we work on this!

How Much Does Shipping Cost?

All shipment pricing is based off of product weight, destination and speed of service. The shipping fee is calculated during checkout, once your address has been entered.

International Shipping flat-rates have been calculated off estimates from Australia Post to those particular countries. Items bulkier in nature (Recovery Gear, Canvas Bags, etc.) have an additional charge as they are larger and/or heavier to ship than apparel. 

How Long Will Shipping Take?

Australia:
Depending on where you live, Australia’s Parcel Post usually takes between 3 and 8 working days, however this can be longer during peak periods (Christmas). It may be a little longer dependent on your address. We are based out of NSW, so if you’re on the West coast it will take up to two weeks to arrive.

Express Post can take anywhere from 1 - 5 business days for delivery.

International Shipping:

Depending on where you live, Australia's International Parcel Post estimates your order can take anywhere from 6 - 14 days to arrive, sometimes longer during peak periods (Christmas etc.).

Please check your location on the AusPost website link below for further details (Standard Parcels). Please note: we don't offer express shipping for International Orders. 

International delivery times - Australia Post (auspost.com.au)


Can I Track My Goods?
Yes you sure can. All packages receive an AusPost tracking number which is emailed to you on the day your parcel is posted.

You can enter your tracking number and follow your items journey here: https://auspost.com.au/parcels-mail/track.html#/track


Stolen / Lost Items
We all know we live amongst some pretty low-characters. Unfortunately our paths seem to cross when it comes to our highly-awaited Snatch Order! If you find out your parcel has been delivered, but not received we follow the following steps:

1. We will contact Australia Post and get them to proceed with an investigation into your specific delivery. The driver will be able to provide information such as a photograph of the house it was delivered at, or information as to where the parcel was left.

2. If Australia Post is at fault - we will re-ship your order and proceed with reimbursement from Australia Post for the lost items. Sometimes though, we see an item return to the system and be re-delivered (this is thanks to the good folks out there who realised an item was delivered incorrectly and they handed it back in).

3. If the parcel has in-fact been delivered to the correct address, and you still did not receive it - we will then deem this as stolen. We will then re-ship the items to you, or if they are out-of-stock offer a similar replacement item. We will not issue refunds for these items, sorry! But hopefully you can understand :)

 

PAYMENTS

How Can I Pay?

We accept the following payment options on our 100% secure website:
- Credit Card (VISA, MasterCard, American Express)
- PayPal
- AfterPay (Australian customers only)

 

GOT A QUESTION?

We welcome any questions at all and will get an answer to you ASAP. The best method is to fire us an email here:

admin@snatchclothing.com.au