Refund policy

 

Return & Refund Policy – Important Notice

Please read our return policy carefully. By placing an order with Sarah & Eve London, you agree to the terms outlined below. No exceptions will be made.

1. Returns & Eligibility

If you are not satisfied with your purchase, you may return the purchased items in their original condition within 30 days of delivery.

Requirements for a successful return:

  • All returns must be registered via our customer service team before shipping.

  • Items must be unused, unwashed, and in their original packaging.

  • You must provide a tracking number for the return shipment to ensure it is processed.

  • Upon receipt and inspection of the goods, the purchase price will be refunded.

2. Faulty or Damaged Items

If you have received a faulty or damaged item, please contact our support team immediately at support@sarahevelondon.co.uk with the following information:

  • Your Order Number.

  • Identification of the specific item(s) that are damaged.

  • A detailed description of the fault.

  • Photographic evidence of the damage or fault.

Damage on Delivery: If your parcel is visibly damaged upon arrival, please take a photo of the packaging before opening it. All claims for parcels damaged during transit must be submitted within 7 days of the delivery date.

Note: We cannot issue refunds, credit notes, or replacements without approved proof of damage from our support team.

3. Incorrect Items Received

In the unlikely event that you receive an item you did not order, contact us immediately with:

  • Your order number.

  • The name of the item you did not receive.

  • The name of the item you did receive.

  • A clear photo of the incorrect item received.

4. Exchanges

We do not offer exchanges. Our system is automated to ensure fast delivery, which prevents us from swapping items manually. If you require a different size, color, or style, you must return the original product for a refund and place a new order for the correct item.

5. Return Costs & Address

  • Faulty or Incorrect Products: If a product is faulty, damaged in transit, or was sent incorrectly by us, there is no return charge.

  • Customer Preference: If you return an item because it does not fit, you purchased the wrong product, or you simply no longer want it, you are responsible for the actual cost of return shipping and must provide the return receipt to our support team.

  • Return Address: All returns must be sent to our central supplier facility in Asia. Please contact support for the specific address and instructions before shipping your package.

6. Refund Process

Once your return is received and inspected, the purchase price will be refunded to your original payment method. Please allow up to 30 days for the funds to appear in your account, depending on your bank's processing times.

7. Order Cancellations

If you wish to cancel your order, you must notify us within 24 hours of placement. We reserve the right to refuse a cancellation request if the order has already entered the processing stage. If your cancellation is refused, you must wait to receive the order before initiating a standard return.

Contact Us

For all inquiries related to returns, refunds, or cancellations, please reach out to our dedicated support team: support@sarahevelondon.co.uk