Question 1

How do I track my order?

Accepted Answer

Once your order is dispatched, you'll receive a shipping confirmation email with a tracking number and a link to track your package.

Question 2

Can I change or cancel my order?

Accepted Answer

Orders are processed immediately after being placed, so changes or cancellations are unlikely. If you placed your order within the last 24 hours, please contact us, and we’ll do our best to assist.

Question 3

I didn’t receive a confirmation or tracking email.

Accepted Answer

Check your junk or spam folder, as these emails may end up there. If you believe you entered the wrong email address at checkout, contact our customer care team, and they’ll update your information and resend the email.

Question 4

Do you accept international orders?

Accepted Answer

Currently, we do not offer international shipping for SAAN SAAN.

Question 5

How will my order be processed, shipped, and what is the cost?

Accepted Answer

AUSTRALIA

Orders are dispatched from our Melbourne warehouse within 24 - 48 hours, and you'll receive a tracking number once your order is shipped.

NSW/VIC - 3-6 Business days.
SA/TAS/NT - 4-7 Business days.
WA - 7-14 Business days.

Please note this is an indication of shipping times only and does not include the timeframes we require to process your order. Please allow extra time during busy holiday periods, unpredictable weather events, public holidays or when we are having sales.

Free shipping across Australia on orders over $75.
Standard Flat Rate Shipping: $10.
Express Shipping: $15.

Question 6

My tracking shows my order has been delivered.

Accepted Answer

Your parcel may have been left in a safe place. Please check your mailbox, surrounding areas (behind bins, under door mats, etc.), and ask anyone nearby (housemates, reception desks, mailing rooms, neighbors) if they accepted the parcel for you. If you're still unable to locate your order, contact the courier for clarification on where it was delivered.

Question 7

My order is delayed, lost, or damaged.

Accepted Answer

Once parcels are dispatched, we are no longer responsible for any transit issues. Please contact the courier based on the shipping method used.

Question 8

What is the refund and exchange policy?

Accepted Answer

All sales made on our website are final, so please choose carefully. If you receive an incorrect or faulty product, contact us. For more information, refer to our 'Terms and conditions' at the bottom of the page.

Question 9

How long will it take to process my return?

Accepted Answer

Once your returned item arrives at our warehouse, it may take 2-10 business days to process. We will notify you by email once your return is complete.

Question 10

What should I use to return my items?

Accepted Answer

You can use the original packaging if it's in good condition for return, or you may purchase a new satchel from the post office at your own expense.

Question 11

What if my item is faulty or damaged?

Accepted Answer

If your goods arrive damaged or faulty, we may offer a replacement or credit note. Please contact us immediately(With in 2 days of purchased) and provide digital photos of the damaged items, which will help us file a claim with the courier.

Frequently asked questions