What is your returns policy?
You have 30 days from receiving your product to tell us if you wish to return it for a full refund, less the original delivery charge.Depending on your reason for return, or if the item you are returning has a restocking fee, a return fee may be required before a return label can be issued.
Please note, some items may not be returnable, or they may require customer service approval before your item can be returned. Due to health and safety, jewelry and other PPE items are non-refundable unless damaged on delivery. Also, depending on the reason for returning your item, you may be subject to a postage charge in order to return your order.
A damaged or defective item can only be replaced for the same item. If the item has a tag attached, please ensure this has not been removed. Another item cannot be substituted in place of a damaged or defective item.
What is your exchange policy?
Currently we do not process exchanges. If you'd like to exchange your item, please follow our return policy to return your item for a refund and place a new order for the item you would like. We currently process returns this way for two reasons, 1) placing a new order will allow for you to receive your exchange item quicker and 2) our inventory changes so rapidly that by the time we receive your return and then process the exchange, the item or size you have selected may already be sold out. By placing a new order as your exchange, you can insure that you receive the item you originally intended to order.
How long does a return/exchange take?
Because we don't process exchanges, receiving your replacement item is dependent on how quickly you place your new order and the shipping method you have selected. Once an item has been returned and received, it can take up to 7 business days to process your return on our end. Once the return has been processed, you will receive an email confirming the refund. Please allow up to 7-14 business days for your credit card to reflect the refund. If you have not seen a refund after you have received a confirmation from us by your next billing cycle, please contact your credit card company.
What do I do if my product is faulty?
If your product is faulty, please email us at help@sarahcandersenshop.com with a photo of the faulty product. Depending on the item, our customer service team will instruct you on what to do with the item you have and will confirm replacement
For all inquiries, please email us: help@sarahcandersenshop.com
