FAQS

>  31 October 2017

FAQS

At SOGNAU, we like to think that shopping online is an easy and convenient option for our customers. That’s why we have put together the answers to the most frequently asked questions our customers have, so that you can continue to shop confidently with SOGNAU. However, if you still have questions, please feel free to call us on 02 88104731 or write us a message.

We’ll do our best to quickly respond to your questions between Monday and Friday, from 8.30am to 5.00pm AEST (excluding Public Holidays).

Pricing

I have previously seen and/or purchased an item at a lower price, can you honour this?
We regularly hold sales, promotions or clearance events for different seasons and product range changes, therefore prices can, and will change from time to time. We are not obligated to honour previous prices; only those published at the time of purchase apply. Once an order has been placed, we will not be able to amend any changes to the order.

Payment

Please see our Payment section for more details.

Delivery & Shipping  

How much does delivery cost?
If you spend $100.00 or more with us in a single transaction, we’ll deliver this to you for FREE! Orders below this value will be charged $10.00 delivery.

Can I pay for overnight or express deliveries?
Unfortunately not, at this current time we only have one freight option available.

How will my order be delivered?
Your order will be delivered to your door by Australia Post; this can be a residential or business address. Someone will need to be present at the delivery address to accept the order; your parcel will not be left without a signature. Please let us know if you have any specific delivery instructions and we’ll do our best to accommodate these.

What will happen if I am out when you deliver?
If you are out when the delivery is attempted, a card will be left detailing how to collect your order; your parcel will not be left without a signature.

How long will my order take?
If you are in a residential area please allow 5 – 7 business days for your order to be processed and delivered to you. For rural areas, and during busy sale periods, please allow a further 1 – 2 business days.

If on the rare occasion your order does not arrive after 10 working days, please call us on 02 88104731 or write us a message and we will be happy to track the order for you.

Can I track my delivery online?
Australia Post handles all our deliveries.  All orders can be tracked via their website using the unique tracking number included in your shipment notification email.

Do you offer international shipping?
SOGNAU’s eBay store offers international shipping for selected products to over a hundred countries from Australia. We use DHL for all our international orders. We don’t ship to international armed forces, freight forwarders or international PO boxes. International shipping is available at flat rates of $29 and $49, depending on the country.

My item arrived damaged - what should I do?
If you have received a faulty or damaged item please call us on 02 88104731 or write us a message to discuss the issue and work out an appropriate solution.

I received the wrong product - what should I do?
Please call us on 02 88104731 or write us a message and explain that you have received an incorrect item. Our team will work with you to discuss the issue and come to an appropriate solution.

Returns & Refunds

Can I return my online order for a refund or exchange?
Please see our Returns & Exchanges section for details.

How do I get the order back to you?
Returns can be sent from your nearest Post Office. To ensure that the item arrives in original condition, it is important that the packaging used is robust enough to protect the item. For all returns that relate to a “Change of Mind” postage must be paid by the returnee and will not be refunded. We recommend that you obtain proof of postage and retain this to enable you to track your return.

Where do I send my return?
Please send your completed Product Returns form and item(s) to:

Online Returns
SOGNAU STORE
220 Church Street
Parramatta
NSW, Australia 2150

Will you refund my delivery charge if I change my mind? 
We’ll refund you what you paid for your product(s) but not the delivery charge, unless the order was faulty or incorrect.

When will my return be processed?
We aim to process refunds and exchanges within three business day from date of delivery. We’ll send an email once it has been processed, but please allow 4-5 business days for the refund to show in your account. This may take longer during sale periods to process.

Summit Club

I am a Summit Club member; can I use my membership to shop with SOGNAU on eBay?
Unfortunately, SOGNAU’s eBay store is separate from our Online Shop and Store network. As such, your Summit Club membership is not valid for orders from SOGNAU’s eBay store. 

SOGNAU eVouchers & Gift Cards

I have a SOGNAU Store Credit, Voucher or Gift Card – can I use it to shop with SOGNAU on eBay?
SOGNAU Store Credits, Gift Cards and eVouchers cannot be redeemed when shopping on SOGNAU’s eBay store.