FAQ

Delivery Time

Due to the current climate, your delivery may take up to 4 weeks to arrive. If your parcel does not arrive in this time, please email us with a copy of your invoice and we shall investigate.

Delivery Order Updates

When your order is ready for delivery you will receive an email from us. If your order contains multiple items, it may be sent from different locations in multiple parcels. If that happens, you’ll receive an email for each parcel when it’s ready for delivery.

Only part of my order has been dispatched or delivered. Will I receive the additional goods I ordered?

If your order contains multiple items some items may be available for delivery earlier than others or the items you’ve ordered are stored in different locations.

To get your order to you as quickly as possible, we often dispatch the items separately. We’ll endeavour to let you know via email whether there are any outstanding items that will be delivered separately. The rest of your order should be with you in no time.

Do you deliver internationally?

Yes, we do, if you’re having difficulty placing an order, please message us and we shall do everything we can to rectify the situation.

Can I return or exchange an item I bought online?

Unfortunately, we cannot return or exchange an item, If its due to change of mind.

However, we shall exchange or refund an item that has been received broken.

To exchange or refund a broken item, please make sure you have proof of purchase like a tax invoice and photos of the broken item in the box it was sent in.

How long do I have to return an item?

The exchange or refund is sought within a reasonable period of time (in most cases a reasonable period of time is deemed to be 30 days).

Privacy

All information that you have submitted during your purchase is kept private and confidential. Your information will only be used by Sand & Fire and will not be sold to a third party for any reason.