FREQUENTLY ASKED QUESTIONS
What currency do you charge in?
All prices listed on our site are in Australian Dollars (AUD), and charged in AUD. The bank that has issued your card determines the exact exchange rate that you will pay, but in general, it will match very closely with the current exchange rates. To get an estimate of the approximate exchange rate, we recommend using xe.com for up to date exchange rates.
Do you commission pieces?
If there’s something special you're after, please contact us at Sovereign Collection to discuss.
The product I want is sold out, are you making more?
Our collections are limited edition mainly because we primarily work with leather offcuts so we cannot guarantee the flow and access to specific leathers.
If a colour is popular, it tends to be easier to make more. However, special prints and colours are less reliable so when our website says an item is no longer in stock, this usually means we can no longer access the leather. But sometimes there are surprises! Check back regularly, follow us on Instagram, or sign up to our newsletter to stay up to date.
How can I care for my Sovereign products?
Our products are primarily made from leather offcuts so small scratches and marks can occur. This is a part of their charm and isn't a defect.
To preserve your products we recommend:
How do I become a stockist?
If you would like to be considered for wholesaling, please email us at Sovereign Collection - please include a link to your website, other brands you carry, and how you think our brands align. We will review and respond as soon as we can.
Do you have a newsletter?
We do! You can sign up from the bottom of our homepage, and you will occasionally receive exclusive discounts and information on new products via email. Don’t worry – we will never share or sell your information to any third parties, we hate spam too! Unsubscribe instructions are at the bottom of each email.
SHIPPING & HANDLING
International shipping will be available VERY soon, we promise. We are currently ironing out some small business kinks before going global so please follow us on Instagram to follow our progress or sign up to our newsletter!
Where is my order?
Before emailing us regarding the whereabouts of your online order, please check out the estimated delivery times below. We ship all orders from our studio in Sydney, Australia so please bear this in mind when ordering.
Delivery times vary depending on your location. Please see the Australia Post website for more information on delivery times.
Unfortunately, we cannot promise your package will arrive by a certain date. Sometimes packages are held up for seemingly no reason, and transit times can vary. Please note, we are living in a pandemic, everything with post is delayed. We are at the mercy of Australia Post's guidelines now:
2 – 5 business days
Next business day
Can I pick up my order from your studio if I’m local?
Yes! If you are local and would like to pick up directly, please get in touch and we can organise this!
What are the shipping options for within Australia?
What payment options do you accept?
We accept credit or debit cards which are processed securely using Shopify payments. We can also accept payment by Paypal. Please ensure you have adequate funds in your account before placing an order.
Where is my order confirmation?
As soon as you place an order, you will receive an email confirmation via the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and double check you entered your email address properly. If you still haven’t received it after 24 hours please email us at firstname.lastname@example.org
Help! I need to change the address my order is being shipped to?
Please email us immediately at email@example.com with the subject title "CHANGE OF ADDRESS". Please provide your invoice number and the new address. We will do our best to make the amendments before your order is despatched. If your order has already shipped, unfortunately, there is nothing we can do until (and if) your order gets returned to us.
When entering your shipping address, always take care to double check all building/unit/apartment numbers/floors are included where applicable. We also highly recommend shipping to a work/business address where possible.
We ask you to cover the cost of re-shipping:
We will cover the cost of re-shipping:
Why has my card been declined?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders being declined is due to the billing address details being entered incorrectly. Please ensure that in the “billing address” section, the address to which your bank statements are sent is entered. For full details of why the payment was declined, please contact your card issuer.
When will my order ship?
You will receive a confirmation email once we have received your order. Orders are normally dispatched the following business day, but during busy times (holiday season, sales etc) there may be delays of up to 3 business days.
If you are working to a tight timeframe, please be sure to select the Express option at checkout (for orders within Australia), or email us if you need a hand. If there is a delay or we are unable to fulfill your order for any reason, we will contact you to let you know!
Why is my order late?
We endeavour to get your orders to you in the timeframe outlined, but sometimes this is out of our control. If you’ve received our dispatch notification, and it seems like your parcel is taking forever to arrive, it may be awaiting collection at your local Post Office or delivery depot and you may need to rearrange delivery with your local postal service. If you received one, the instructions on your attempted delivery card should explain how to collect your parcel or rearrange delivery. If the estimated delivery date has passed and there is no relevant information please contact us.
Why is the colour of my item different to the one I saw on screen?
While we do our very best to capture the true colour/nature of our wares, the colours shown online may not exactly reflect the colours of your item. The appearance of colours may also differ across various screens and devices.
I have received an incorrect item in my order, what should I do?
We aim to get your order right every time but mistakes occasionally happen. If the item you received is not what you originally ordered or is faulty, please email firstname.lastname@example.org with your name, order number and what you have received / the fault and we will take it from there!
Something is missing from my order, what should I do?
If there is something missing from your order please email us at email@example.com with your name, your order number and what is missing. If the stock is available we will send it out straight away. If the item is sold out we will issue a full refund.
What if my order never comes?
This is SO rare. But orders can occasionally go missing in action. We are a small, independent business, and as such, we can’t accept responsibility for packages that have been stolen or lost by the postal service where your shipping method is untracked. If such is the case, please email us at firstname.lastname@example.org and we will work with you to find a solution.
Is your website secure?
We follow strict privacy policies with any information given on our website, and can confirm that all payment methods are rigorously secure! Please see our Terms page for further information if you require it.
EXCHANGE & RETURNS
Unfortunately, as a small business, we cannot give refunds should you order the wrong product or change your mind. Please review your orders before checking out!
We are happy to help with exchanges if stocks are available, but given our collections are limited edition, we can’t guarantee your first choice.
Please note, you will be responsible for shipping costs if your exchange is due to a wrong product purchase or change of mind.
We only cover the cost of re-shipping:
Please email us at email@example.com if there is a problem with your order.
THANK YOU SO MUCH FOR YOUR SUPPORT!
With love and a rebel heart,
The Sovereign Collection crew