How do I contact Customer Care?
Customer care are always happy to help with any query. Our online chat and social media page. Our support team is available 7 days a week or alternatively send us an email support@sawaco.com.au
How long does it take for you to reply to my query?
We incur high volumes of customer care in peak traffic times, but we will always endeavor to get back to you within 24 hours. This time may vary depending on public holidays and weekends.
How do I return an item?
Please visit our Returns Center under Customer Care Menu for return instructions and procedures.
Can I return an item for a refund?
Refunds are issued for items with manufacturing faults only, we do not process refunds for change of mind. However, we are happy to issue a online store credit or exchange for your item. For more info, please refer to our Returns Policy
How do I know when you have received my return?
Returns are processed within 2 business days of being received. You will receive an email with your return information when complete.
How do I use a online credit/gift card/discount?
During the payment stage at the checkout, fill in the “Gift card or discount” section by copying and pasting the code attached to the your web credit/gift card. Be sure to hit "apply" once entered.
What payment methods do you accept?
We accept:
Visa Mastercard Afterpay PayPal
Do you ship internationally?
Yes, we ship worldwide! Please see our shipping & delivery section for more information on costs and delivery time. Please note though that all customs and duties taxes are the responsibility of the customer and are not covered in the shipping fee. Please see your local post office for more information on these fees.
What are custom fees?
Custom fees are associated with orders being sent internationally. The rules are different in every country. Unfortunately there is no way for us to know the rules, regulations, customs, or rulings of every single country.
The price of our products does not include any duties or VAT. Our shop only charges you gst and shipping cost. If you are charged of a VAT, you need to pay it to your customs office. If you have to pay import taxes and/or additional duties and sales taxes, then you would have to pay that to the courier upon receipt of the package(s). Unfortunately, we can't calculate this for you and there is no way to pre-pay it.
If you are ever unsure of custom issues or need further information on this, please contact your local customs office for more information and they can help you further, as customs policies vary widely from country to country.
Sawa+Co do not provide refunds to customers for failure to pay duties and taxes associated with their order.
Will my order arrive in time for an upcoming event/special occasion I have?
Please see our Shipping & Delivery section for detailed shipping times to your location. If you are unsure please contact us for further information. Please note we cannot guarantee delivery times due to factors out of our control, reasons such as postal interruptions, customs delays
How can I track my order?
Once your parcel has been dispatched and picked up by the courier, an email will be sent to you from the courier company that will provide you with a link and a tracking number that will enable you to follow your parcel.
If you have not received your tracking number within 48 hours of your order placement you may have experienced a difficulty receiving it from the courier company. Sometimes these emails can appear in your junk email inbox however if this is not the case please email us to retrieve your tracking number. Please include your order number and name.
Can I change my order?
If you need to make urgent changes to your order please email us with the correct changes and include your order number. Please make sure your email is sent by 10am AEST, our we cannot guarantee any changes. If the parcel has already been dispatched changes cannot be made.
Once a payment has been received and your order is completed it is then subject to the returns policy. Please note changes to the address cannot be made once the order leaves our warehouse as it becomes the property of the courier company.
Can I cancel my order?
Unfortunately you cannot cancel your order once it has been dispatched for delivery. However, you are more then welcome to return your order, for more information on this please refer to our Returns Policy
The item I wanted is no longer on the website, will it be restocked?
If there is a particular item you are after but is no longer available on the website, please contact our online support team where they will inform you on whether this item will be restocked.
