Online Policy
Online policy and Shipping
All orders are shipped out via AUSPOST processed within 2-3 business days. Once processed you will receive a shipment confirmation and tracking number.Domestic Shipping
Standard Shipping$10 AUD Delivered within 3 - 7 business days, depending on your location*
Express
$15 AUD Delivered within 1 - 3 business days, depending on your location*
*Please allow an additional two days for delivery to locations outside of metropolitan areas.
International Shipping
$ 25 AUDDelivery estimates and customs fees will vary from country to country. Please visit the Australia Post website for further details.
Returns
Change of mindPlease purchase carefully as we don’t offer refunds or exchanges for change-of-
mind purchases (in-store or online).
Vintage condition
Reasonable signs of age, wear and minor imperfections are part of the character of
the vintage items. Where any material faults or defects are known in the vintage
items we sell, we will describe them in the product listing/in-store at purchase.
Consumer guarantees don’t apply to a defect that was specifically disclosed before
you bought the item.
If there’s a problem with your item
If a product is faulty, unsafe, not as described, or not of acceptable quality under the
ACL, you’re entitled to a remedy as follows.
- For a major problem (being that an item cannot be repaired within a reasonable time, or is substantially different from the description, or unsafe): you choose a refund or replacement. If a replacement is not available (eg., one-off vintage), we will provide a refund.
- Minor problem: we will at our option repair the item, replace it, or offer a refund.
How to request a remedy
Please email hello@sofamilia.com.au with your order number, a brief description of
the issue, and photos/video as soon as possible and within a reasonable time after
delivery/collection. We may ask for proof of purchase.
Returns shipping & costs
Only where the item fails a consumer guarantee under the ACL, will we cover reasonable return postage costs. We’ll provide a prepaid label or reimburse reasonable postage costs you incur (please keep receipts). In all other circumstances, return postage must be paid by you.
What’s not covered
- Faults disclosed before purchase or consistent with the item’s vintage condition.
- Damage from misuse, improper care or fair wear and tear after purchase.
- Change-of-mind requests (including size/fit) where we have not offered a change-of-mind policy.
Contact
Any issues or queries about a product please contact hello@sofamilia.com.au