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FAQ

RETURNS

 Can I Return an Item?

Absolutely you can...there are generally two reasons why you'd want to send back your cool new Snatch item:

1. We all make mistakes! Picked the wrong size? No drama it happens all the time, especially when buying online.

2. It's busted! If the item arrives and is faulty in any way, we will send you a replacement (plus a free gift to say sorry). Thankfully this is not something we deal with often at Snatch HQ.

To return an item it must be in as new condition and unworn (other than tried on).

You will need to purchase an Australia Post prepaid postage bag and write on it your postal address. Then place that along with your item to be returned in the post and mail it to the following address:

Snatch Clothing
PO Box 696
Burleigh Town, QLD 4220
Australia

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 Good Be Shipped?

We ship to anywhere in Australia (even Tasmania!). Also we now ship Internationally! If you have trouble at checkout, just send us an email with your country and we'll make sure its sorted ASAP.

 

How Much Does Shipping Cost?

All shipment pricing is based off of product weight, destination and speed of service. For domestic parcels being shipped within Australia, you have the choice of either Parcel Post or Express Post.

International shipments have various options including: Standard Pack & Track, Standard Shipping with Signature on Delivery, Express Shipping.

*****
COVID-19 INTERRUPTIONS:
Australia Post is experiencing international delivery delays in all destinations due to limited airline capacity and government restrictions as a result of COVID-19. Australia Post is working with partner airlines and other postal operators to move items as quickly as possible and clear backlog.

For the latest updates, please visit: https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates#international
*****

We have teamed up with Australia Post and their eParcel service to ship our Snatch goods all over the planet. You have the option to select which service you’d like.

(Good) Economy Air:
-Estimated delivery 10+ business days (within major metro areas)
-Our most cost effective international sending solution
-No tracking available
COVID-19 UPDATE: Economy service is fully suspended due to flight cancellations, airport closures and the measures implemented to limit and reduce the spread of COVID-19.

(Better) Standard:
-Trackable so you can check progress online at anytime
-Estimated delivery within 3-10 business days (prior to Covid-19)
COVID-19 UPDATE: Standard service delivery timeframes will vary due to limited air capacity and flight cancellations. Where necessary, alternative routing by sea mail for parcels will be used. We anticipate that some delays and/or changes will impact all countries where services are not suspended.

(Best) Express:
-Trackable so you can check progress online at anytime
-Estimated delivery in 2-4 business days
-Delivery to door with signature recorded
COVID-19 UPDATE: Express service will continue to receive priority despatch for all locations where air capacity is available.

Estimates as at 27 January, 2021:
CANADA - Express Service: 10-20 business days. Standard Service: 15-25 business days.
NEW ZEALAND - Express Service: 6-12 business days. Standard Service: 9-15 business days.
JAPAN - Express Service: 4-12 business days. Standard Service: 8-18 business days.
USA - Express Service: 7-15 business days. Standard Service: 10-20 business days.
UK - Express Service: 9-18 business days. Standard Service: 12-25 business days.
IRELAND - Express Service: 10-16 business days. Standard Service: 12-20 business days.
EUROPE - Express Service: 7-13 business days. Standard Service: 9-20 business days.

Please note that estimated shipping times excludes time in customs and may be subject to delay due to causes outside of our control. There may also be customs fees for goods entering your country (eg: United Kingdom), so please be aware of your relevant import policies.



How Long Will Shipping Take?

Australia:
Depending on where you live, Australia’s Parcel Post usually takes between 3 and 8 working days. It may be a little longer dependent on your address. We are based out of the Gold Coast in SE QLD, 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. Australia Post are experiencing some delays with their delivery services caused by the ongoing impacts of the coronavirus pandemic including:
- a significant increase in parcels that require manual sorting
- social distancing measures in place at our facilities, which means they can't process items as quickly as usual
- a significant reduction in the availability of passenger flights - which in addition to their overnight airfreight network, also carry their parcels.


International:

*****
COVID-19 INTERRUPTIONS:
Australia Post is experiencing international delivery delays in all destinations due to limited airline capacity and government restrictions as a result of COVID-19. Australia Post is working with partner airlines and other postal operators to move items as quickly as possible and clear backlog.

For the latest updates, please visit: https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates#international
*****

(Good) Economy Air:

-COVID-19 UPDATE: Economy service is fully suspended due to flight cancellations, airport closures and the measures implemented to limit and reduce the spread of COVID-19.

(Better) Standard:
-COVID-19 UPDATE: Standard service delivery timeframes will vary due to limited air capacity and flight cancellations. Where necessary, alternative routing by sea mail for parcels will be used. We anticipate that some delays and/or changes will impact all countries where services are not suspended.

(Best) Express:
-COVID-19 UPDATE: Express service will continue to receive priority dispatch for all locations where air capacity is available.

There may also be customs fees for goods entering your country (eg: United Kingdom), so please be aware of your relevant import policies.


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

If you’re shipping internationally, then only Standard and Express shipping services provide a tracking number.


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