ORDERS
You will receive a preparatory email when your order is placed.
Please allow up to 48 hours for all orders to process payment before a tracking number is generated.
You will receive a 2nd email containing your Tracking #.
We work quick at processing orders to make sure you receive it as soon as possible. Once an order has been placed, we’re unable to cancel it.
Sometimes our items sell out quickly due to demand and on occasions an item you have ordered can suddenly become unavailable. We promise that these cases are rare.
If an item in your order sells out, we will contact you within 48 hours to confirm the cancellation of your order.
If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.
In other cases, if the billing information and shipping addresses cannot be verified through our merchant your order may be cancelled.
Once your order has been placed we are unable to manually add the discount. Please note that this discount may be used on your next order if the code is still valid.
Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout.
Expiry Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.
Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code.
Unique Codes: If you receive a unique code from us (vip), please note that it cannot be used in conjunction with any other discount code and the code can only be used once.
SHIPPING
Please allow up to 48 hours for all orders to process payment before shipping. This does not include weekends or national holidays.
All orders are shipped via USPS (weight and zip code vary). Processing time can take 1-2 business days depending on your bank.
Orders are not shipped until the payment process is complete.
Please allow 3-5 business days from the date your order is shipped (not ordered) to receive your items.
The Sanxuary is not responsible for packages lost/damaged/stolen in transit, incorrectly supplied addresses, unclaimed/refused packages, or lost/stolen packages marked "Delivered" by USPS.
If your package falls under any of these categories, please contact USPS directly to file a claim at (800) 275-8777 as all packages are insured.
Now that your order is in the possession of the USPS you may be wondering why your tracking # has not been updated even though it’s already on its way to its destination.
It could be because the barcode is not easy to scan. A barcode may be too light or blurry. They can also smudge or get torn during handling.
Although the post office can enter barcodes manually, sometimes shipping time is tight, and they do not get scanned.
Due to damage, barcodes can sometimes be read on the first scan but not on the second or third attempt. The label contains routing information, so it is likely on its way to its destination and will arrive on time.
Understaffed facilities and a high volume of shipments can also affect updates, and it’s not uncommon for the USPS to skip scanning packages when time is short. The first scan may occur upon arrival at a regional hub near the final destination.
Please contact USPS directly at (800) 275-8777 or USPS.gov for all concerns related to shipping delays.
We do not offer international shipping at this time, please join our mailing list to be notified when we do.
Returns
If you are not completely satisfied with your purchase, we will gladly issue you a store credit for your eligible items. If you are returning or exchanging an item, please review our policy and return your item(s) using our instructions below.
Please email contact@shopthesanxuary.com before initiating a return to be provided with the return address.
All items sent back for store credit are subject to full inspection upon delivery.
Merchandise eligible for store credit may be returned within 14 days of delivery.
Original shipping charges are non-refundable. Store credit is only permissible for items with tags attached that have not been worn, altered or washed.
Upon receipt of the returned goods, The Sanxuary reserves the right to deny the return or exchange if it is not returned in a sellable condition deemed by The Sanxuary standards.
Refunds will be processed for store credit within 14 business days of receipt. We will send an email confirmation that will include your store credit gift card, once your return has been processed.
Exchanges are only accepted if your item was damaged/incorrect upon receipt.
Email contact@shopthesanxuary.com within 6 hours of receiving the package with photo proof.
Failure to do so will result in our inability to replace your item for the same purchase value. A $30 Restocking fee may be applicable.
All shipping cost are at the expense of the customer.
A tracking number for the returned package must be obtained by the customer in case the package is lost on its way back to The Sanxuary. Failure to do so may result in us not being able to process your return.
Items purchased with a promotional code or on sale cannot be exchanged or returned at any time.
The Sanxuary reserves the right to deny a refund if the merchandise does not meet these requirements.