FAQ

Placing an order

Please be aware all orders will be processed in Australian Dollars as we are an Australian-based store. 

 

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we disclose your information. For our Privacy Policy click here

 

How do I make a purchase?

Step 1: Search for a product by using the search box or the main navigation bars.

Step 2: After you have found the product you wish to purchase please select the colour and size you require from our drop down box. If a size is unavailable a "Sold Out" message will appear once selected. For more information on the product and it's availability, contact us at info@sapphireandgrace.com

Step 3: After you have made your selection, please click on 'Add to Cart' which will then take you to the 'Shopping Bag' page where you will be able to review your purchase, make adjustments or continue shopping.

Step 4: After you have reviewed your order and ensured you have ordered the correct size and/or colour, please click 'Cart' where you can check your order, and proceed to a credit card checkout where you will be asked to enter in your payment details and billing and shipping information.

Step 5: After entering details, you will be asked to review your order. 

Step 6: You will then be emailed a confirmation of your order via email. Please use this when corresponding with our Head Office, and await your purchase!

 

Where can I add my discount code?

PLEASE NOTE: Discount codes must be entered at the time of sale. Unfortunately we cannot refund if you do not enter it in. You are more than welcome to use the code on your next purchase.

 

Can I speak to someone about placing an order?

Of course you can! Please email info@sapphireandgrace.com for more information.

 

How do I know if an item is in stock?

If an item is out of stock, it will say "Sold Out" on the main picture. Please be aware that even if an item is in your shopping cart, it can still be bought by another customer until you have completed your order. We keep very limited amounts of stock on hand and we are sorry if you miss out on your favourite item!

 

Can I include a gift message with my order?

Sure! Just leave a personal message in the additional comments section as you are checking out and we will include a personalised hand written card with the order.

 

Can I get Sapphire & Grace to gift wrap my order?

All of our packages are carefully gift wrapped with tissue paper and placed gently in a black velvet pouch so our customers have a beautiful experience when opening their orders. 

 

What packaging will my order be shipped in?

For jewellery, your order will be delivered to you wrapped neatly in tissue paper and a black velvet pouch.  We then place it in a white secure envelope to keep your product carefully protected.

 

Can I change my shipping address after my order has been dispatched?

You can change your shipping address by contacting us. Please note you will need to notify us within 2 hours of placing the order. We do ship orders quite fast, so if we do not receive your email in time, please be aware that you will need to cover the costs if your item needs to be redirected to your new address.

 

Can I add items to an existing order?

Sure! Please contact us ASAP here and we will help arrange additional items for you.

 

How will I know you received my order and when will payment be deducted?

After you place your order, you will be sent an email confirming that it has been received. The payment is deducted at the time of the order.

 

What payment methods does Sapphire & Grace accept?

Bank transfer on request.

Credit Card - Visa, MasterCard and American Express

 

How are the barefoot sandals made?

We design and create and modify almost all of our barefoot shoe styles here in Sydney, Australia

 

 

Exchanges and Returns

Sale items

All sale items are final sale and cannot be returned or exchanged. If you have any questions about any styles, please email us before you place your order at info@sapphireandgrace.com

 

Broken jewellery

All the jewellery created is handmade and delicate. We ask that you please treat your jewellery with extra care. Sapphire & Grace is happy to fix any broken jewellery you receive. We understand that breaks can sometimes happen. We request you to contact us via email and send a photo of your item. You will need to arrange the postage back to Australia and your jewellery will be fixed and shipped back to you at no additional cost. The return address is listed below.

 

What if my shoes don't fit properly?

We will happily help you find the right size. Please see the return policy.

 

What happens if I don't like the shoe once it arrives?

We can happily arrange a refund or exchange for you. Please be aware of custom making fees that are non-refundable. If you are getting designs made specific to your requests, we will be in contact with you via email to approve designs before they are shipped. Please see the shipping and returns policy for more information.

 

How do I return or exchange an item?

Please view our Shipping & Returns page for full information.

 

Delivery

 

How long will my jewellery or shoes take to be shipped?

If the style is already in stock we can ship it within 1-3 days. For custom made jewellery or shoes, the usual turn around time is 2 weeks.

 

Which countries do you ship to?

Australia, NZ, USA and UK

 

How much duty and taxes will I have to pay?

Customs policies vary from country to country; Sapphire & Grace recommends that you contact your local customs office for further information. All international customers are responsible for the customs rates within their own country. Sapphire & Grace will declare FULL value on international shipments and must include an invoice for customs should they require it. Unfortunately we cannot put a lower value on the parcel.

 

Does Sapphire & Grace ship to multiple addresses?

Unfortunately, you may only ship to one address per order.

 

How soon can I get my order and how much will it cost?

Australia wide: It will take up to 5-7 days for you to receive your order once it has been shipped. 

For international shipping information, go to our Shipping & Returns page for more information.

 

Do you offer same day delivery in Australia?

No sorry, not at this stage. If you need express post, you can select this when placing your order. If you have any questions please contact us and we can arrange the fastest possible service for you for a small additional cost.