Shipping Policy

At Saide, we carefully prepare and pack each order so it arrives safely and beautifully.

Order Processing

Orders are typically processed within 1-2 business days. During busy periods, dispatch may take slightly longer, but we always aim to send your order as quickly as possible.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.

Shipping Within Australia

Shipping costs are calculated at checkout based on your location and selected delivery option.

Delivery timeframes are estimated by the courier and may vary depending on your location.

Delivery Delays

While we work with trusted postal providers, delivery timeframes are outside of our control once an order has been dispatched. Delays may occasionally occur due to courier networks, weather, or peak periods.

Incorrect Addresses

Please ensure your delivery details are correct at checkout. Saide cannot be responsible for orders delivered to incorrect addresses provided at the time of purchase.

If you notice an error in your address, please contact us as soon as possible and we will do our best to update it before dispatch.

Incorrect Orders

If you realise you have ordered the incorrect item, please contact us as soon as possible. If your order has not yet been dispatched, we will do our best to update it.

Once an order has been processed or shipped, we are unfortunately unable to make changes.

Lost or Damaged Parcels

If your parcel arrives damaged or appears to be lost in transit, please contact us and we will work with the courier to investigate and resolve the issue.

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Returns & Refund Policy

Due to the nature of our fragrance products, we do not offer returns, refunds, or exchanges for change of mind on candles, perfumes, or other fragrance products.

We encourage customers to carefully review their selected fragrance and product size before placing an order.

If you are unsure about a scent, we recommend trying one of our sampling options before committing to a full-size product. We offer:

• 5ml Eau de Parfum testers

• Fragrance Discovery Sets

These are designed to help you experience our fragrances at home before purchasing a larger product.

Damaged Products

If your item arrives broken or damaged in transit, please contact us within 48 hours of delivery.

To assist with the investigation, please provide:

• Photos of the damaged product(s)

• Photos of the outer box and internal packaging

• A photo of the shipping label

• Your order number

Once these details have been received and the courier has been notified for investigation, we will arrange a replacement product where appropriate.

Faulty Products

Refunds are only issued for manufacturing faults.

If you believe your product is faulty, please contact us with photos and your order number so our team can review the issue.

Where a genuine manufacturing fault is confirmed, we will arrange either a replacement or refund in accordance with Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

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Privacy Policy

Saide respects your privacy and is committed to protecting your personal information.

Information We Collect

When you visit our website or place an order, we may collect information such as:

• your name

• email address

• shipping and billing address

• phone number

• order details

This information allows us to process orders and provide customer support.

How We Use Your Information

Your information is used to:

• process and deliver your order

• communicate about your purchase

• provide customer support

• send marketing emails if you have subscribed

You may unsubscribe from marketing communications at any time.

Third-Party Services

We use trusted service providers to operate our store, including payment processors and shipping providers. These services only receive the information necessary to perform their function.

Security

We take reasonable steps to ensure your information is protected. Payment information is securely processed through our payment providers and is not stored by Saide.

Access to Your Information

You may request access to, correction of, or deletion of your personal information at any time by contacting us.

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Product Care & Safety

Our fragrances are designed to enhance everyday rituals. To ensure the best experience, please follow the care and safety guidelines below.

Candle Safety

• Always trim the wick to 5mm before lighting

• Never leave a burning candle unattended

• Keep candles away from children, pets, and flammable objects

• Burn candles on a stable, heat-resistant surface

• Do not burn for longer than 3–4 hours at a time

Fragrance & Body Products

Our fragrances are created using clean formulations that are vegan, cruelty-free, and free from parabens, phthalates, and sulphates.

If using body oils or fragrance on the skin:

• perform a patch test before use

• avoid contact with eyes

• discontinue use if irritation occurs

Diffusers & Interior Fragrance

• Keep away from direct sunlight and heat

• Place diffusers on a stable surface to avoid spills

• Avoid contact with delicate surfaces or fabrics

Saide is not responsible for damage caused by misuse or failure to follow product instructions.

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Gift Card Policy

Saide gift cards are delivered electronically and can be used online.

• Gift cards are valid for 2 years from the date of purchase in accordance with Australian regulations.

• Gift cards are non-refundable and cannot be exchanged for cash.

• If the order total exceeds the gift card value, the remaining balance can be paid at checkout.

• Any unused balance will remain available for future purchases until the expiry date.