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Delivery

GENERAL

All orders placed before 2pm AEST on a business day will be dispatched that business day. If an order is placed after 2pm AEST, on a weekend or on a public holiday, the order will be dispatched the following business day. Once an order has been dispatched, we cannot change the delivery address so please ensure you have provided the correct details. Please note; we dispatch daily, Monday–Friday excluding all national and Victorian public holidays.

All of our parcels require a signature upon delivery so please provide a delivery address that will be attended between 9am-5pm; please note, we cannot deliver to Australian Post Boxes or Parcel Lockers. If you are providing a business address for delivery, please specify the business name. In the case that no one is available to sign for the delivery, an attempted delivery card will be left. For Australian orders, the parcel will be redirected to your local post office for pick up. For International orders, the parcel will be re-delivered the following day with an option to re-schedule the delivery.

Once we have dispatched your order, you will receive a dispatch confirmation e-mail including the tracking details of your parcel. Alternatively, you can log in to your account to access this information.

AUSTRALIA

Scanlan Theodore delivers nationwide with Startrack for a flat rate of $10. Orders are delivered on a next business day service to metropolitan and city areas. For the Northern Territory, rural and remote areas, please allow up to 3 business days for delivery.

INTERNATIONAL

Scanlan Theodore delivers internationally with DHL Express for a flat rate of AU$35. All orders are dispatched on an express service and will be delivered within 1-7 business days depending on your location. For international orders, we cannot deliver to post boxes so please ensure you provide an alternate delivery address

Depending on the destination country and the value of the goods, you may be required by your local government and customs office to pay duties and taxes. It is the responsibility of the receiver to pay for these duties and taxes, not Scanlan Theodore. Please note, Scanlan Theodore is unable to refund duties and taxes for international orders that are returned. Depending on the country, you may be able to contact your local customs offices directly for a refund of these costs. Please contact your local customs offices for more information regarding duties and taxes.

DELAYS

Delivery delays may occur during high volume and peak periods or due to unforeseen reasons. During these times, please allow an additional 3 business days for your order to be delivered. In the event that your order is affected by delay, Customer Care will contact you immediately.

Returns

Please note, changes have recently been made to our sale returns policy. 

PRODUCTS THE SUBJECT OF A "SALE"

Sale items are not eligible for “change of mind” return. We do not issue refunds on any discounted items including any promotional discounts.

CONSUMER GUARANTEES

Scanlan Theodore will provide you with a full refund if the product you purchased from us on line via the internet:

- is faulty, not of acceptable quality, or unsafe; or
- does not match descriptions made on the Site, or given to you by any Scanlan Theodore representative

Items that are damaged by you or which have undergone general wear and tear are not generally considered to be faulty and are not eligible for repair, replacement or refund. If a product that you have purchased from us meets this description, please contact Customer Care for a Return Authorization number (RA#) as soon as you become aware.

CHANGE OF MIND RETURNS

A “change of mind” return means any return for a product that is correctly described, is safe, of acceptable quality and not faulty.

Scanlan Theodore accepts “change of mind” returns for full priced items purchased online in accordance with the following terms;

- a Return Authorization number (RA#) must be requested within 7 days of receipt of order
- item(s) must not be worn, altered, damaged or washed
- item(s) must have all tags attached
- returns must include all original packaging including shoe boxes and dust bags and these must be in original condition as they are considered part of the item
- returns must be posted back to Scanlan Theodore head office within 7 days of issue of your RA#.

In the event that a change of mind return does not meet any of the above terms, Scanlan Theodore reserves the right to reject the change of mind return.

To ensure you will be eligible for a return, we recommend the following;

- try all shoes on a carpeted surface to avoid scuff marks
- do not apply any body moisturisers before trying shoes, clothing and accessories in order to avoid marking leather, suede and other delicate fabrics
- be careful of make-up rubbing off on garments
- try all swimwear and lingerie on with underwear underneath

PRODUCTS THE SUBJECT OF A "SALE"

Sale items are not eligible for “change of mind” return. We do not issue refunds on any discounted items including any promotional discounts.

EXCHANGES

Scanlan Theodore does not accept exchanges for items purchased online. If you would like to exchange an item for another size or a different style we recommend you re-purchase the new item and return the original item for a refund.

REFUNDS

Returns require up to 5 business days to be processed once received. Once a return has been successfully processed the original payment method will be refunded in full for the value of the item(s) returned excluding any discounts or special offers received and any shipping costs associated with the order.

Refunds can only be issued for full priced items purchased online and “change of mind” returns must comply with the returns policy. Once your refund has been processed, depending on your financial institution, please allow up to 3 business days for the funds to appear back into your account.

In the senario that your return is not approved for refund, you will be contacted by Customer Care. 

DUTIES & TAXES

Scanlan Theodore is unable to refund duties and taxes for international orders that are returned. Depending on the country, you may be able to contact your local customs offices directly for a refund of these costs. If an international order is rejected by the customer or the customer is unable to accept the delivery and duties and taxes have already been paid by the customer, Scanlan Theodore will not be able to refund the duties and taxes. Please contact your local customs offices for more information regarding duties and taxes. 

TO RETURN AN ITEM

If you would like to return an item(s), please ensure your item(s) and order adhere to the above terms. To register for a return; log in to your account, select the order in which the item(s) that you would like to return belongs and then follow the return prompts. Please note, we cannot accept returns in store for items purchased online. 

Once you have registered for a return you will receive a Return Authorisation number and a return form will appear on the return request confirmation screen that must be printed off and enclosed with the returned item(s). The item(s) must be wrapped in the original packaging and must be sent back to Customer Care via registered post (a tracking number is required) within 7days of requesting a return.

Scanlan Theodore
Attn: Customer Care - Returns
24-30 River Street
South Yarra, VIC
Australia, 3141

Once your return is received by Customer Care, the item(s) will be checked to ensure it complies with our returns policy and a return outcome will be determined. In the scenario that the return is successful, your order will be refunded or a gift card will be issued depending on the terms of original sale. In the scenario that the return is unsuccessful, Customer Care will contact you. For more information regarding returns, please contact Customer Care;

P. +61 (0)3 9826 5977
E. [email protected]