Returns & Refunds
Your satisfaction matters to us. If something isn't quite right, we want to make the return process as straightforward and transparent as possible.
Return Window
Returns are accepted within 30 days from the date of delivery.
Conditions for Returns
- ✔ Items must be unused, unwashed, and undamaged, with all original tags and packaging intact.
- ✔ Trying on items to check fit is perfectly fine — however, visibly worn, altered, or washed items are not eligible for a refund.
How to Start a Return
To initiate your return, please follow these steps:
- Contact us via our contact page within 30 days of delivery.
- Include your order number and the reason for your return.
- Our customer support team will respond within 2 business days with detailed instructions and your return authorization.
Note: Please do not send your package back before receiving confirmation from our support team. This ensures your return is logged correctly and processed without delay upon arrival.
Return Shipping — Important Information
Sarah-Shane operates globally utilizing international fulfillment networks. All approved returns must be shipped to our central international return facility located in Asia (China).
- ✔ Return shipping costs are entirely the responsibility of the customer.
- ✔ Any applicable local customs duties, export fees, or carrier surcharges are the sole responsibility of the customer.
- ✔ We cannot provide prepaid return labels or pre-calculate return costs, as these depend on your local carrier, weight, and location.
- ✔ We strongly advise using a trackable shipping service. We cannot accept liability or issue refunds for packages lost in transit.
We understand that international return shipping is an important consideration. Our team is always happy to assist you in finding the best solution or discussing alternative options before you make your decision.
Refunds
Once your return is successfully received, inspected, and approved at our facility, your refund will be processed back to your original payment method within 14 business days. You will receive an automated confirmation email as soon as the refund has been issued.
Damaged or Incorrect Items
If your order arrives damaged, defective or not as described, please contact us within 7 days of delivery and include clear photos of the issue. Our team will review it and get back to you with a solution, which may be a replacement or a refund depending on the situation.