Return & Refund Policy
At Sarah & O'Connor, customer satisfaction is important to us. We understand that there may be occasions where you wish to return an item. This Return & Refund Policy explains the conditions, procedures, and requirements for returns, refunds, and order-related issues.
If you have any questions regarding your purchase, please contact us first at Info@saroconnor.com. Our support team will always do its best to find a fair and reasonable solution.
1. Our Business Model
Sarah & O'Connor operates using a direct supplier fulfillment model (dropshipping). To reduce unnecessary waste, lower storage costs, and minimize environmental impact, certain products are shipped directly from our trusted international suppliers.
As a result, returns must generally be sent to the designated return facility provided by our supplier, which may be located outside your country of residence, including China.
Customers should always contact us before returning any item to obtain the correct return instructions and return address.
2. Return Request Period
You may request a return within 14 days of receiving your order.
To initiate a return, please email:
Your return request must include:
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Full name
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Order number
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Description of the reason for the return
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Photographs where applicable
Returns can only be requested after the product has been physically received.
Unauthorized returns sent without prior approval may not be accepted or processed.
Once your request has been reviewed and approved, we will provide the appropriate return address and further instructions.
3. Return Eligibility Conditions
To qualify for a return, all of the following conditions must be met:
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A valid reason for the return must be provided.
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The item must be unused.
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The item must be unworn.
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The item must be unwashed.
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The item must be free from damage caused by the customer.
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All original tags, labels, packaging, and accessories must remain attached and intact.
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The product must be returned in its original condition.
Customers may inspect and try on products as they would in a physical store; however, products showing signs of wear, use, damage, washing, or alteration may not qualify for a refund.
4. Non-Returnable Items
For hygiene, safety, and consumer protection reasons, certain items may not be eligible for return, including but not limited to:
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Underwear
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Swimwear
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Earrings and certain jewelry items
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Personal care products
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Opened hygiene-related products
These products may only be accepted for return if they remain unopened, unused, and in their original sealed condition.
Items purchased during special promotions, clearance events, or sale campaigns may also be subject to additional return restrictions where permitted by law.
5. Return Shipping Costs
Unless otherwise required by applicable consumer protection laws, customers are responsible for all return shipping costs.
This includes:
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International shipping fees
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Customs duties
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Import charges
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Postal service fees
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Courier fees
The customer remains responsible for the returned package until it has been successfully delivered to the designated return address.
We strongly recommend using a tracked shipping service with tracking confirmation.
Without valid proof of shipment and delivery, we may be unable to process a return claim.
6. Alternative Resolution Options
International returns can sometimes be expensive and time-consuming for both parties.
For this reason, Sarah & O'Connor may, at its sole discretion, offer alternative solutions, including:
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Partial refunds
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Store credit
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Replacement products
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Discount vouchers
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Other mutually agreed resolutions
These options may allow customers to avoid the inconvenience and expense of international return shipping.
Any alternative arrangement will be confirmed in writing via email.
7. Damaged, Incorrect, or Defective Products
If you receive an item that is:
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Damaged
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Defective
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Incorrect
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Missing parts
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Significantly different from the product ordered
You must notify us within 14 days of delivery by emailing:
Your email must include:
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Order number
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Detailed description of the issue
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Clear photographs showing the problem
Photographic evidence is required so that we can properly investigate and resolve the issue with our fulfillment partners.
Without sufficient supporting information, we may be unable to process a claim, replacement, or refund request.
Once reviewed, we will work promptly to provide an appropriate solution.
8. Refund Process
Refunds are issued only after the returned item has been received and inspected at the approved return location.
Once the return has been approved:
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Refunds will be processed within 14 business days.
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Refunds will be issued using the original payment method whenever possible.
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Processing times may vary depending on your payment provider or financial institution.
Unless required by law, original shipping charges are non-refundable.
If a return does not meet the requirements outlined in this policy, a refund may be refused.
9. Order Cancellations
Because orders are processed quickly after purchase, cancellation requests cannot always be accommodated.
Once an order has entered processing, packaging, or fulfillment, cancellation may no longer be possible.
Customers agree to contact Sarah & O'Connor before initiating:
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Chargebacks
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Payment disputes
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Claims through payment providers
Our support team is committed to resolving issues fairly and efficiently whenever possible.
Unauthorized chargebacks relating to delivered orders may be disputed using shipping confirmations, tracking information, and communication records.
10. Delivery Responsibility
Sarah & O'Connor is not responsible for lost or stolen packages where tracking information confirms successful delivery to the shipping address provided by the customer.
Customers are responsible for ensuring that all shipping information is accurate before placing an order.
If an incorrect address has been entered, customers must notify us within 24 hours of placing the order by contacting:
While we will make reasonable efforts to assist, address changes cannot be guaranteed once an order has entered processing.
11. Contact Information
For all return requests, refund inquiries, damaged product reports, or order-related questions, please contact:
Sarah & O'Connor
Email: Info@saroconnor.com