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FAQs

I am having issues logging in/resetting my password
 
All customers will have to set up new accounts after our migration to a new website on 01/12/14. We regret that for security reasons and to facilitate full use of the New Account features customers must create a new account to transact and old passwords to our previous site will not work. All passwords must have at least one Capital letter and a number. 
 
Has my order come through? 
 
If you have not received a pop up on the site saying "Thank you for placing your order" your order has not been process by the site. Press Place order and it should come through. You will see a loading symbol then the "Thank you for your order" will appear. 
 
I cannot select a size or sizes do not appear in product dropdown?
 
In any circumstances where you are not able to select a size in the drop down the likelihood is that item is now sold out. You may be able to call a store to see if they have your style in stock!
 
I cannot delete an item from my basket/checkout?
 
You can delete items from you checkout either from your mini-bag on the top right of your homepage by hovering over Bag and clicking "x" or by viewing your bag. To view your bag go to your View bag and press remove under the product you want to delete. Checkout option from the mini-bag takes you express checkout and therefore you cannot delete items from your Express Checkout. 
 
What are my Shipping Costs?
  • We offer free shipping for all domestic orders over $200
  • DOMESTIC SHIPPING signature required – is $10 for standard delivery (2-5 days) or $15 for express delivery (1-3 days)
  • WORLDWIDE SHIPPING signature required – $35 for New Zealand customers and $45 for other international shoppers.

Can I make changes to my order? 

At Sambag we endeavour to process orders as quickly as possible. If your payment is processed and the item you have ordered is in stock, orders placed before 2pm will be shipped the same day. To ensure we keep this level of service and to have orders distributed this quickly, it means we are not able to make any amendments, including changing the billing/shipping address, item style/size or remove or add items from your order. If you encounter any difficulty please email online@sambag.com.au immediately for assistance.

How long until I receive my order?

Domestic customers will receive their orders 1-2 days within metropolitan NSW or 2-4 days elsewhere in Australia. Please allow Sambag 1-2 business days to process and ship your order. Please be aware that a signature is required on delivery, and in the event you are not home, your package will be directed to your nearest post office. To avoid this we suggest nominating a work address.Please also note that due to unprecedented demand we may have delays during sale periods.

Will there be a delay during sale periods?

We are very proud of how fast we process orders during sale periods, but please allow for an extended waiting time as express post services are not available during sale. We appreciate our customer’s patience and understanding during peak sale periods, as it may take up to two weeks for your package to arrive.

How can I track the progress of my order? 

Domestic customers will receive an email letting you know that your order has shipped along with an Australian Post Registered Post tracking number. You will be able to track your item on the Australia Post website here.

Do I need to be home to receive my order?

For tracking purposes a signature is required on delivery for domestic and international shipping. If no one is home during business hours your package may end up at your local post office for collection. If delivery is attempted but you are not home you will receive an ‘attempted delivery slip’ in your letterbox and an attempted delivery email’ giving you instructions on where to go and collect your package. To avoid this we suggest nominating a work address.

Will I have to pay for customs or import taxes?

All international customers are responsible for the customs rates within their own country. For further information, please contact your local customs office. Sambag will declare the full value on international shipments, with an invoice included. It is illegal to mark your parcel as a GIFT or a lower value. 

What methods of payment do you accept?

We accept PayPal*, Visa, and MasterCard. If you want to pay by American Express please call us. Please note that you can pay with your credit card using PayPal even if you do not have a PayPal balance. *For whatever reason, if Paypal is not available at checkout this is due to maintenance. We hope Paypal will be running on the website permanently from mid January 2015. 

Return policy

We will happily accept a return of a full price item which has not been worn, washed or used in anyway and is returned in it's original condition, including tags, for a full refund. Please return within 14 business days for Australia and 21 Business days for International from the date you received the parcel. Sale items cannot be returned for a refund and sales are considered final. The Return shipping is payable by the customer and it is recommended to use a tracked method for safe delivery. Sambag is not responsible for the loss of a returned parcel and the original payment of shipping will not be refunded. We will process your refunded within 5 business days of the return arriving to our warehouse, followed by a receipt and confirmation email. Sambag reserves the right to deny a refund of the merchandise returned if they do not meet the requirements of our Returns Policy.