Our friendly customer service team can be
contacted on (07) 3112 1818 Monday- Friday 8.30am-5pm. They are also available via email firstname.lastname@example.org. Live chat is also
available on the website during business hours.
SACHA DRAKE head office is based and located in Brisbane, QLD, Australia.
We currently have 3 retail stores which are located Brisbane CBD, Westfield Carindale and Westfield Chermside.
Please click here for the stores opening hours.
SHIPPING AND DELIVERY
$12 Express Shipping for all orders under $300
FREE Express Shipping on all orders over $300
Yes, New Zealand shipping is $20, rest of the world is $55, all sent via express post. Shipping charges will be displayed in cart once delivery country has been chosen. Please allow up to 14 days for international delivery.
No, as the recipient of the order, you are responsible to pay any of the taxes and duties levied by the country you are shipping to. Your package will not be released from customs until these payments are made.
All orders within Australia are sent via Express Australia Post and can take between 1-5 days for metropolitan areas. Please allow 3-7 for non-metropolitan areas. Please allow 14 days for international orders.
All parcels are tracked and require a signature upon delivery, we do not offer ‘Authority to Leave’. If the address provided is unattended, an attempted delivery card will be left, and your parcel will be redirected to the nearest Post Office.
Yes, SACHA DRAKE can send parcels to PO boxes. Just put your delivery address in as per normal.
We aim to have parcels dispatched 1-3 days after placing your order. Any orders placed over a weekend or public holiday will be processed on the following business day. You will receive an order dispatched email with tracking once handed over to Australia post.
When your parcel has been dispatched you will receive an email from us letting you know its on its way. This email will have a link to your tracking information so that you can follow its journey to you.
If your parcel is missing in transit then an Australia Post investigation will need to be lodged. Please contact us on (07) 3112 1818 if you think there is a problem with your parcel delivery.
We would hope that you would never receive a faulty or incorrect item, however in the event that you do, please contact us on (07) 3112 1818 or email email@example.com to discuss further.
Online Returns & exchanges
We offer a 14 day returns policy for full-priced items, and a 7 day returns policy for sale items, however any items that are marked as final sale cannot be exchanged or refunded. Makeup, earrings, and face masks are also strictly nonrefundable for hygiene reasons. Please click here to view our full returns policy.
Accessories can be exchanged or refunded however this excludes makeup, earrings and facemasks which are strictly nonrefundable for hygiene reasons.
Simply include your returns form and a copy of your invoice with your parcel and post to:
SACHA DRAKE PTY LTD
Unit 1, 12 Walker Street
Woolloongabba, QLD, 4102 Australia
No, we do not cover any return postage costs for returned orders. We recommend choosing a postal service that can track and trace the order.
1) SACHA DRAKE does not cover any return postage costs.
2) Returns must include our Returns & Exchange Form and invoice included with your order.
3) Returned items must be in original condition, unaltered, unused, unworn, unwashed.
4) All tags, labels and hanging ties must be attached to the garment.
5) Freight is non-refundable.
6) Refunds can only be made in the same manner as original payment.
7) Garments that have been soiled with anything including make-up, deodorant marks, cigarette smoke or body odour will not be accepted for exchange or refund.
8) Freight will be waived on exchanged items
9) If your requested exchange garment is out of stock your order will be refunded.
10) Refunds will only be processed once the garment has been received by SACHA DRAKE
If you have purchased an item online and wish to exchange it then you are welcome to do this in-store as long as the exchange value is the same or greater than the original purchase value. Our stores cannot refund any differences in online order values. Our stores cannot process online refunds and your parcel will be transferred back to our head office for processing.
Yes, you are welcome to drop any orders into one of our SACHA DRAKE boutiques who will then transfer the parcel back to head office for processing. Refunds can not be processed in store, and it may still take 1-2 days for your refund to be issued.
No, SACHA DRAKE cannot accept any returns for items purchased from our stockists as we operate as separate entities. Please directly contact the stockists store or online store to discuss any returns with them.
Yes, you are entitled to reuse your birthday voucher if you have returned an order that it was applied to, but only for the duration of the month in which
Placing an order
No, you do not need a SACHA DRAKE account to place an order. We do recommend however that you register for an account to view your orders, past purchases and save your details to allow for a faster check out in the future.
Once an order is in progress we cannot change it, however if the order is not dispatched then we can cancel it and create a new one for you or issue an exchange.
If you have placed an order that contains a pre ordered item as well as available items then you will only receive the items currently available. If you have only ordered in stock items and something is missing, then please contact customer service on (07) 3112 1818 or firstname.lastname@example.org to discuss further.
When your order is dispatched you will be sent an email from us with a link to track it. Please note that it can take a day for a tracking scan to update and show on your parcel.
CLICK AND COLLECT
Yes, we offer a click and collect pickup service with our three store locations in Brisbane. Brisbane CBD, Westfield Carindale, and Westfield Chermside. Please click here to view the stores opening hours.
Please allow 1-2 days for your click and collect order to arrive in store. You will receive a call from your nominated store advising you when your order has arrived.
If you were wanting a refund on your click and collect order then your parcel will be sent back to the SACHA DRAKE head office for processing. If you are wanting to exchange your item for another size or style that is more or equal value, then this can be done in store for you.
Pre-ordering an item secures your style and size on the spot. When stock is received to our Brisbane warehouse, orders will be dispatched to customers who have placed a pre-order before it is made available to everyone else.
Whilst we endeavor to keep pre order timeframes as accurate as possible, sometimes delays can occur. If there will be a significant delay to your pre-ordered item, then you will be notified by us.
Pre ordered items are paid for up front when you place the order. It is then dispatched to you once the stock arrives into our warehouse.
Yes, you can cancel your pre order at any time before the order is dispatched. When a pre order is cancelled please allow 1-5 business days for the funds to show back in your account.
We accept payments online in the form of EFTPOS, Visa, Mastercard, Amex, PayPal, and Afterpay.
Yes, you can call us on (07) 3112 1818 if you wish to submit an order and payment over the phone.
If your nominated payment method is declined by your financial institution, then you will receive an automatic email from us to either resubmit the payment or use
an alternative method. No orders will be dispatched until payment has been received in full.
SACHA DRAKE pricing is all displayed and charged in Australia dollars (AUD).
PROMO CODES & VOUCHERS
SACHA DRAKE promo codes and vouchers cannot be used in conjunction with one another or any other offer, and you can only use one per order. The terms and conditions of each promotional voucher will be stated at the time of issue.
Birthday vouchers are sent via email on the 1st of your birth month. If the 1st of the month has passed and you still have not received your voucher, then please contact us at email@example.com.