FAQs

The tracking link isn't working?
Please allow 24 hrs for the tracking to be updated by the chosen courier service.
When will my order be sent?

Orders are processed within 1 to 3 business days, excluding public holidays. Please allow extra time during sale periods.
How long will it take for my order to arrive?
Orders are processed within 1 to 3 business days, excluding public holidays. Estimated delivery timeframes are shown at checkout and in your shipping confirmation email. They are estimates only and are not guaranteed. Delays can come from courier disruptions, customs or peak periods. Your parcel is trackable once dispatched. See our shipping policy for details.
Do you deliver to Parcel Lockers and PO Boxes?

Yes we do.
Do you ship internationally?

Yes, we ship worldwide. International customers pay any customs duties, import taxes or local charges set by their country. These are not included in our product or shipping prices and are payable by the recipient. Customs clearance may extend delivery times. See our shipping policy for details.
Do you offer free shipping?
Yes. Free standard shipping applies once your order reaches a minimum value. The minimum is different for Australia and New Zealand and for international orders, and international minimums vary by country.

How do I use a discount code or voucher?
Discount codes/vouchers are redeemable during the checkout process. At the top of the ‘Checkout’ page there is a button labelled ‘Add Promo Code’. Click on the button and add your code into this field and don’t forget to hit apply. If you have any issues using a code or voucher – please email us at hello@sarah-janecollection.com.au
I forgot to use my discount code, can I still get my order discounted
All discount codes must be entered at the checkout.

Our software cannot allow us to manually apply discount orders or adjust prices once orders are finalised. If you forget to use a code at checkout, we cannot amend the price and will not reimburse any additional costs.
Can I use multiple discount codes?
Only one discount can be used per order.
My code is not working. What do I do?
If you have any issues using a code or voucher – please email us at hello@sarah-janecollection.com.au

I need help to find the best fit?
Choose by your child's current weight, not their age. Standard fits 4.5 kg to 12 kg. Large fits 10 kg to 18 kg. For children between 10 and 12 kg we suggest Large for more room and longer wear, unless your child has a slim build. A good fit is snug around the waist and legs with no obvious gaps. See our size guide for every product.
Do reusable swim nappies absorb urine?
No. Swim nappies are designed to contain solids during swimming. They do not absorb urine, because an absorbent nappy would also absorb pool water and become heavy.

Do you have a returns and exchange policy?

Yes. We offer a 30 day return window from the date your order is delivered. To start a return, email hello@sarah-janecollection.com.au with your order number. Returns must be approved before they are sent back, and items sent without approval are not accepted. Return shipping costs are paid by the customer, payment processing and platform transaction fees may be deducted, and a 20% restocking fee applies. See our Refund Policy for the full terms.
Does the restocking fee apply to faulty items?
No. The 20% restocking fee does not apply to faulty goods. Our policy operates in accordance with the Australian Consumer Law.

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