CUSTOMER CARE

REFUND POLICY

By San Sebastian want to make your shopping experience as smooth as possible. As our customer, we truly value your time spent with us and we would like you to feel confident purchasing with us. By San Sebastian will happily accept exchanges or exchange for store credit under the following terms.

In the event that the product does not meet your expectations;

- By San Sebastian must be notified by email within the first 7 days of receiving your item, explaining you would like to return your purchase.

- The item will need to be returned with original tags and packaging, to By San Sebastian, within 14 days of receiving the goods. Postage and handling in this situation will be at the expense of the customer.

- Sale and discounted items are not exchangeable.

In the unforeseen event that you receive your goods in a faulty or damaged condition the faulty goods may be returned. You can chose between a replacement at no extra postage charge or a full refund including postage and handling. We must be notified within 7 days of receiving damaged goods if you wish to receive an exchange or refund.

 

PRIVACY POLICY

By San Sebastian is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders, provide you with our monthly newsletter (if applicable) and to personalise your shopping experience with us; that's all. By San Sebastian uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies sent to your computer from By San Sebastian only last while you’re browsing our website. We do not store persistent cookies on your computer. Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.


Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its "IP address," and is sent automatically each time you access any Internet site. From a computer's IP address, it is possible to determine the general geographic location of that computer, but otherwise it is anonymous.

We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.

SECURITY POLICY

When purchasing from By San Sebastian your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact our customer support centre online@bysansebastian.com.au

 

TERMS OF SERVICE

By San Sebastian is committed to providing exceptional customer service and quality products.  We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 3-10 business days; in the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund