Shipping

The delivery time of the art is based on the production time needed in the creative proces. During an intake-chat we will discuss a timeframe that works. The production time of your order is also shown at the bottom of your invoice, please note that this period is calculated without including the shipping. Please plan accordingly and contact directly at saralisadeclercq@gmail.com if you are in a time crunch.
I will do my best to accommodate you.

National orders and International orders
Shipping costs for the art are specified during our talk and are on your invoice and based on the destination of your order. Packages will be shipped provided with a track&trace code. This code will be send to you as soon as the package has been posted. As all art is highly valued we ship the packages by registered mail. Expected shipment time depends on to which country we ship. Additional import, customs and sales taxes may be added by your country's specific requirements. Please note we can't be held responsible for any delays, damage or loss once the package has left the studio and is on its way to you.

Customs Duty
For the orders outside the Australia, local tax and duty fees might apply once the shipment reaches your country.
Sara cannot control or predict these charges and it is the client's responsibility to pay any additional charges for customs clearance.

Terms & Conditions

I respect the privacy of all users of www.sdeclercq.com and will ensure that all personal identification information provided will be dealt with in confidence. I will use this private identification information to ensure my order handling will be as efficient and convenient as possible. In any other event, I will use your information only after your approval to do so. I will not sell, trade or rent users personal identification information to a third party and will only share this information with third parties, which are involved in your order process.

In the event of placing an order we need your name, e-mail address, shipping and billing address, phone number and payment details so we can process your order and to keep you up to date on the order status.

Repairs and Returns

Here I like to guide you through the options I offer in case the order is not what you expected it to be. When you receive your order I recommend you not to throw away the original packing as this may come in handy in the event something is wrong.

If you received the order and it’s not what you expected it to be, you are requested to send me an email within 48 hours after receipt of the goods. This email is to be sent to saralisadeclercq@gmail.com and should contain the reason for wanting to return or having your order exchanged or replaced. Of course I will respond to your mail for further actions from either side.

How can you send me your soldier(s)?

When your soldier has to be returned, exchanged or replaced, we request you to use the original packing for same. If no longer available, please use a small carton box to prevent the products from any or further damage. The package has to be returned by mail within 14 days of receipt of the goods with a tracking code.

The costs for returning the product(s) to Sara de Clercq are for your own account, unless the art arrived in a damaged condition. Only then we will refund the shipping costs upon receipt of the invoice relating to those costs.

Upon receipt of the products at Sara de Clercq, I will do the following:

1. When you want to return you will receive a Sara de Clercq shopping credit to the value of the returned art excluding any shipping costs.

2 & 3. Exchange or replacement Sara de Clercq will send you free of charge new art. For all her products, Sara de Clercq offers her customers a 30 days warranty. This warranty does include breakage or damage whilst normal use. After the 30 days warranty period it is of course still possible that your soldier gets damaged and requires repair.

What to do when repairs are required or when your warranty becomes applicable?

- Start with contacting me, sending an email to saralisadeclercq@gmail.com explaining your problem. When doing so, please let me know the order number (stated at the invoice) and at what date you received the art. Also please send me pictures of the damage, i.e. required repairs.

- First await my further communication in which I will advise you what to do. When the warranty period is still applicable I will either replace or repair your soldier free of charge and return it to you a.s.a.p. However, when the warranty period has expired I will have to charge you the costs for repair as well as shipment. These costs will be communicated with you and subsequently the repaired soldier will be forwarded after receipt of the money as per our repair invoice.

- When I did request you to send the damaged product to me, please do as follows. The package has to be returned by mail within 14 days of receipt of the goods with a tracking code to adres named in the invoice.

We recommend you to send same by registered mail. The costs for returning the product(s) to Sara de Clercq are for your account, unless the art is still subject to our 30 days warranty period. Only then we will refund the shipping costs upon receipt of the invoice relating to those costs.

Also interesting for you to know

- It is important to know that we reserve the right to deny unreasonable repairs, returns and replacements. All Sara de Clercq art is entirely handmade from start to finish. Whilst quality is one of our foremost priorities, details of ‘imperfections’ are intentional and only add character and uniqueness to each piece.

- For soldiers purchased at one of our dedicated stockists, please contact the store where you purchased it from. When they are unable to help you please contact us at saralisadeclercq@gmail.com so we can assist you with your particular complaint.