Help/FAQ

General Information

Online

Unfortunately, if you cannot see a product or size on our website it means it has sold out online. If your product is not available we will make it for you, this will take an additional 7 days.

In-store

Give our boutique a call and our friendly staff members can check in-store stock levels.

Our vouchers and promotions come with a list of terms and conditions, which determine if a discount can be applied to a particular product.  

For online purchases the voucher promo code must be applied at the checkout page to receive a discount. Please note our online system is unable to subtract the voucher amount or refund the difference, after an order has been placed. 

Vouchers

Have a minimum spend amount, expiry date and can only be used on selected products in-store or online. 

Excludes the purchase of gift cards. Limit of one per customer. Not to be used in conjunction with any other offer or on sale items.

If you are unsure what size you should order, you can consult our Size Guide for measurement details on the size ranges we offer. Our product descriptions will also provide information on the fit of the garment where is designed to be more relaxed or fitted than our standard size.

There is no need to worry about ordering the incorrect size as we offer free exchanges or returns on all full price and sale items (clearance styles not included).

Yes, if you are experiencing issues shopping online you can always call one of our open boutiques, where our friendly staff members can place the order for you over the phone. 

The store doesn't need to have the product in stock to place your order, and you can have it delivered to a home address or to collect in-store.

We never keep any of your bank account details. Transactions placed on our website are handled by a secure payment platform managed by our partner. Any payments you make on our site are totally secure.

You can purchase a physical in-store gift card or an online gift card via our website.

When redeeming your gift card, if your purchase amount exceeds your card balance, an alternate payment method will be required to complete the balance owed. Any remaining balances after redemption will be retained on your gift cards.

All Gift Cards are valid for 3 years from the date of issue.

If you return an item purchased using a gift card your refund amount will be re-instated onto the card to use again. 

Online Gift Card

Is she an online shopper?

An online gift card will be delivered via email upon completion of your transaction along with a personalised message. Please note that e-Gift voucher emails can only be sent during working hours.

Instructions on how to activate and redeem an online gift card online will be sent with the voucher.

These gift cards can only be used on online purchases.

Buy an online gift card here.

In-Store Gift Cards

She loves shopping in store instead?

Physical gift cards can be purchased both in-store and online and will be posted to the nominated postal address within the standard processing and shipping times.

Physical gift cards can only be used on an in-store purchase in the country of issue.

Our voucher's will have a promo code for you to use online. Simply enter this promo code when you are in the checkout screen into the promo code APPLY box. 

If your items meet the terms and conditions criteria your discount will be automatically applied. 

Delivery & Shipping

Once your order has been dispatched, you will receive a separate email with your tracking number and will be able to track your parcel online with Australia Post (for all Australian deliveries).

If you haven't received your tracking email the day after your order is dispatched, please contact us at 

Australia and New Zealand
All orders over $75 will receive free Express Post delivery.


All orders under $75 will incur a $9.95 shipping fee.
Please note that the shipping fee is not refunded when orders under $75 are returned or exchanged.


USA
We deliver to the USA. We offer International Standard shipping at a flat fee of $19 (5-7 business days) or International Express Shipping at a flat fee of $30 (4-6 business days).
For returns and exchanges, you will need to arrange your own return postage and we recommend getting a tracking number for your parcel.


Your order will be charged in Australian (AUD) dollars and will include Australian GST (Goods and Services Tax). As customs policies vary, international orders may be subject to local customs charges. We cannot mark international orders as a gift as a way of bypassing or reducing customs fees. Any customs import duties and associated fees are the responsibility of the recipient and are charged once the parcel reaches its country of destination. If goods are above the threshold and customs entry is required, our logistics partner will charge an additional admin handling fee for customs clearance. For more information about your country's customs policies, please contact your local customs office.


All Other Countries
Please note that all prices are displayed in Australian dollars, including GST. For goods to be shipped internationally, prices do not include relevant overseas customs duties and/or taxes that may incur. Please check with your local customs office for further information.

Orders are generally dispatched the next business day. If an item is unavailable we will manufacture it for you, this will take up to 7 days. You will be notified if this is the case After your order has been dispatched by our warehouse, delivery will vary depending on your location.


Once an order has been dispatched from our warehouse and is with the shipment service, delivery is in the hands of the shipment service. We only use reputable postage and courier services to deliver merchandise, Australia Post in most instances.


Approximate delivery time frames are below, please note that these are indicative only and subject to change by the shipment provider.


Australia
All orders are sent via express post: delivery within approximately 3-5 business days from dispatch, COVID-19 restrictions may cause additional delays.


All Australian online orders are shipped via Australia Post.
Please note, if your delivery address is outside of the Australia Post Express delivery network, including some areas in WA your delivery may not be covered by the Australia Post Express next-day guarantee. For more information, please visit the Australia Post website.


New Zealand
Express post service: delivery within approximately 3-5 business days from dispatch, COVID-19 restrictions may cause additional delays.
All New Zealand online orders are shipped via Courier Post.


USA
INTERNATIONAL DELIVERY UPDATE: There are currently major delays on international shipping due to COVID-19 between 2-6 weeks depending on location.
International Standard Post service: delivery within approximately 4-6 business days from dispatch.
International Express Post service: delivery within approximately 5-7 business days from dispatch.


All international orders purchased via our Australian website are shipped via Australia Post and handed to their international local delivery partners.


We cannot accept responsibility for delays in delivery due to unforeseen circumstances.

Please note: When ordering your item(s) please carefully review your address and payment details. Depending on the status of your delivery, Australia Post may not be able to change the address or redirect your parcel.

Returns & Exchanges

If you change your mind and you are able to provide satisfactory proof of purchase, Sandra Viden Design may offer you an exchange or refund provided that the merchandise:

Online purchases are valid for an exchange or refund within 60 daysfrom the time you receive your purchase for full-price and sale items and within 14 days for clearance styles.

Items must be in a saleable condition; Is unworn, unwashed or unused with all original tags attached and sealed packaging (where relevant); and It is not subject to the exclusions listed below.

Proof of purchase must be provided.

Refunds for all purchases in-store and online will be given using your original payment method. EFTPOS/Credit Card refunds must be processed against the original card details (the exact card used to make the purchase).  Cash refunds require a receipt.

Shipping fees are excluded from refunds when orders under $75 are returned or exchanged.

Purchases made using Afterpay or can only be returned not exchanged by returning your order via post.

Purchases made using PayPal can be returned or exchanged by returning your order via post.

For returns and exchanges outside Australia or New Zealand, you will need to arrange your own return postage and we recommend getting a tracking number for your parcel. 

Online Exchanges

Please allow up to 10 business days for your exchange to be processed if your items are in stock.

You will be notified via email once your new item has been dispatched. 

Please note that the items from the original order will first be returned and refunded, then a new order containing the exchanged item will be processed at the current online price*.

*Unless it is a size exchange for the same style and colour then you will be charged the original purchase price. 

The policy applies to all purchases made from Sandra Viden Design, in-store, or online. Our policy does not exclude or replace your rights given under Australian Consumer Law and regulations for purchases made within Australia (including online purchases in AUD).

If you are unable to provide satisfactory proof of purchase, Sandra Viden Design at its absolute discretion reserves the right not to offer a refund for change of mind.  In such cases, Sandra Viden Design may provide you in its absolute discretion, an exchange to the current value of the merchandise.

Exclusions

Please choose carefully when purchasing the following merchandise as returns will not be provided on:

Swimwear Altered products; Personalised items; Gift Cards;

Thank you for shopping with Sandra Viden Design.  If you are not completely satisfied with your purchase, you can return it within 60 days for full-price and sale items and within 14 days for clearance items of receiving your order. 

To be eligible for a return, the terms and conditions outlined in our Returns Policy must be met. Please see our returns policy here.

Return to the online store

Complete the Returns and Exchange form filling in the quantity, and returns reason. Specify whether you would like a refund or exchange. Pack your item(s) with tags still attached along with the completed returns form, then take your parcel to any Australian Post Office.

We will notify you via email once your refund has been processed. Please allow up to 5 business days from receipt of receiving your return.

Please note

Australia Post delivery times to Sandra Viden Design are out of our control and may take up to 2 weeks to reach Sandra Viden Design.

If you change your mind, upon presentation of a valid receipt you are welcome to return or exchange your items for a store credit or exchange provided that the merchandise:

Is returned within 60 days of purchase Is a full priced or sale item Items are in a saleable condition; Is unworn, unwashed or unused with all original tags attached and sealed packaging (where relevant); and It is not subject to the exclusions listed below.

Proof of purchase must be provided. Refunds for all purchases will be given using your original payment method. EFTPOS/Credit Card refunds must be processed against the original card details (the exact card used to make the purchase).  Cash refunds require a receipt.

The policy applies to all purchases made from Sandra Viden Design, in-store, or online. Our policy does not exclude or replace your rights given under Australian Consumer Law and regulations for purchases made within Australia (including online purchases in AUD) or the New Zealand Consumer Law and regulations for purchases made within New Zealand (including online purchases in NZD). 

If you are unable to provide satisfactory proof of purchase, Sandra Viden Design at its absolute discretion reserves the right not to offer a refund for change of mind.  In such cases, Sandra Viden Design may provide you in its absolute discretion, an exchange to the current value of the merchandise.

Please note, all in-store purchases need to be returned instore, our online store is unable to process returns for merchandise that has been purchased in store.

Exclusions

Please choose carefully when purchasing the following merchandise as returns will not be provided on:

Pierced Jewellery; Altered products; Personalised items; Gift Cards;

All returned items are sent back to our warehouse via regular post which can take up to 2 weeks depending on Australia Post.

Once the item/s have been received, we will then process your refund.

You will receive an email letting you know when the refund has been made. Please allow 5 business days for the refund to appear in your account.

Please note during this time Australia Post is dealing with increased demand which may cause delays.

 

 

Returns, refunds, exchanges or repair requests must be accompanied by anyone of the following proofs of purchase documents:

Original register receipt (no photocopies accepted). Online Tax Invoice (order confirmations will not be accepted).

Where you are subscribed to the Sandra Viden Design Customer Lifestyle Club, Sandra Viden Design at its absolute discretion may consider proof of purchase has been satisfied where the item can be clearly identified from your Customer Lifestyle Club transactional history.

 

My Account & Orders

Within the e-boutique, you can click on each category name to browse through items.

Once you have found a product to purchase select the appropriate colour and/or size and click ‘Add to Bag’.

When you’re ready to pay for your items just click on 'My Bag' then ‘Checkout’. You will be asked if you would like to login to your account, checkout as a guest or create a new account. 

After selecting the appropriate option you will then be able to review your order before providing address and payment details to submit.

Once your order is complete you should receive a confirmation email outlining your order details. 

Once an order has been placed online, we are unable to update your order details online, please contact us directly. 

All orders that have been placed successfully will receive an email order confirmation shortly after being received. 

If you have not received your order confirmation email, please check your email junk or spam folder.

Alternatively, if you believe you have not received a confirmation email, please contact our Customer Service team at shop@sandravidendesign.com

Your Order Confirmation email will be sent via email to your nominated email address within 24 hours of ordering.

Should this be missing, please check your junk/spam folder in your email.

 

I can't place an order online

We apologise for any inconvenience this situation has caused.

Please try closing all browsers that are open and re-open our web page using google chrome as it tends to work better.

The web page may also need to be hyper-refreshed using the buttons 'Ctrl' and 'F5' together and this should resolve the issue. 

If you are still experiencing problems please know that you can always call and place an order over the phone to be delivered to your address.