FAQ

What is Sandmere?
Sandmere is a family-run women's fashion brand developed for the Australian market. Our initial range focuses on capri pants and other refined, wearable wardrobe pieces.

What products does Sandmere sell?
Our launch collection centres on women's capri pants, including tailored, relaxed and cargo-inspired silhouettes. Additional clothing categories may be added as the collection grows.

How do I choose the right size?
Use the size guide and garment measurements shown on the relevant product page. Because fit can vary between styles, check the information for the exact item you are considering rather than relying only on your usual size.

What should I do if I am between sizes?
Review the fit notes and garment measurements on the product page. Your preferred fit also matters: choose the smaller size for a closer fit or the larger size for more ease, unless the product description recommends otherwise.

How is the fit of each garment described?
Product pages include fit guidance such as fitted, regular, relaxed or oversized where relevant. We also aim to provide model measurements and the size worn when that information is available.

Will the colour look exactly the same as it does on my screen?
We aim to represent colours accurately, but screens, lighting and device settings can affect how a colour appears. Product descriptions and multiple photographs should be considered together.

How should I care for my clothing?
Follow the care label attached to the garment. Product pages may also include additional care guidance. Washing a garment contrary to its care instructions may affect its appearance, fit or longevity.

Will sold-out items be restocked?
Some styles or sizes may be restocked, but restocks are not guaranteed. Where available, use the back-in-stock notification on the product page or subscribe to Sandmere updates.

Do you ship throughout Australia?
Yes. We currently ship to eligible addresses throughout Australia. Some restricted addresses, including PO Boxes, may not be supported.

Do you offer free shipping?
Yes. We currently offer free standard shipping on all orders, with no minimum purchase.

How long does delivery take?
Orders are generally processed within 1-2 business days. Transit is estimated at 7-13 business days, giving an estimated total delivery time of 8-15 business days. These timeframes are estimates and may vary.

How can I track my order?
When tracking is available, the tracking details will be sent to the email address used for your order after dispatch. Carrier updates may take time to appear.

Can I return my order?
Yes. We offer a 30-day change-of-mind return period beginning on the date you receive your item. The item must meet the eligibility conditions in our Return & Refund Policy. Your statutory rights for faulty or misdescribed goods are not limited by this policy.

Do you offer exchanges?
We do not process direct exchanges. Return the original item through the approved return process and place a separate order for the replacement size, colour or style.

Can I return a sale item?
Items clearly marked Final Sale are not eligible for change-of-mind returns. This does not affect any rights that apply when an item is faulty, unsafe or materially different from its description.

What should I do if an item is damaged, faulty or incorrect?
Contact info@sandmere.com as soon as possible and include your order number, a description of the issue and clear photographs where relevant. We will assess the matter and explain the next step.

Which payment methods do you accept?
Available payment methods are displayed at checkout and may include Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay.

Which currency is used on the website?
All storefront prices are displayed in Australian dollars (AUD).

How can I contact Sandmere?
Email us at info@sandmere.com. You may also contact us by telephone or WhatsApp at +31 6 44920164.

When can I expect a response?
We aim to respond within 24 hours during customer service days. Customer service is available Monday to Friday, 09:00-17:00 (GMT+8), and is closed on Saturdays and Sundays.

Where is Sandmere located?
Sandmere is operated by Lune and Linen, a company registered in the Netherlands under KvK 99215535. The brand is developed specifically for the Australian market. Our family is based across the Netherlands and Australia, and we use a third-party logistics partner to support order fulfilment.