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Return Policy

You can only return goods within 14 days from the day you receive them. We advise our customers to examine the contents of their delivery as soon as it arrives. Once you are sure the items are damaged or wrongfully shipped, please initiate the return/refund process as soon as you can.

Please kindly contact our customer service department and ask to return your order. Please do not return the package directly to the address on our website or on the package, which are not our return address.

At Sarah Houston, your satisfaction is our top priority. We understand that shopping online can sometimes be challenging, and we're here to ensure that your experience with us is nothing short of exceptional. Our return policy is designed with your convenience and peace of mind in mind, reflecting our commitment to providing you with the highest level of service and quality products.

AII our items are made to order. This means that we do not stock extra items in our store. Once you place your order, it will be made specifically for you. Therefore, we will not accept returns of goods that are as per your order. Our return policy only accommodates damage or wrongful shipment of items.

Our Commitment to Excellence

From the moment you choose Sarah Houston for your shopping needs, you become a valued member of our community. We take pride in offering a curated selection of products that are thoughtfully designed and meticulously crafted to meet your expectations. Whether you're searching for the perfect dress for a special occasion or a unique accessory to complement your style, we're dedicated to helping you find exactly what you're looking for.

Transparent and Clear Guidelines

We believe in transparency and clarity when it comes to our return policy. By outlining our guidelines in detail, we aim to provide you with a clear understanding of how returns are facilitated at Sarah Houston. Whether you're returning a damaged item or simply need to exchange a product for a different size or color, we're here to assist you every step of the way.

Your Satisfaction Guaranteed

Your satisfaction is our ultimate goal. If for any reason you're not completely satisfied with your purchase, we encourage you to reach out to our dedicated customer service team. We're here to listen to your concerns, address any issues, and work towards a resolution that leaves you feeling confident and satisfied with your shopping experience.

Return Eligibility

While we aim to ensure your complete satisfaction with our products, we understand that circumstances may arise where a return is necessary. Our return policy is designed to accommodate such situations, although with certain limitations.

Please note that all return requests must be accompanied by supporting pictures of the product. The return request will be considered valid and effective only once we have received and reviewed the product pictures.

Damaged Dresses 

At Sarah Houston, we understand the importance of receiving your order in pristine condition. We acknowledge that there may be instances where a dress arrives with unexpected flaws or is not the item you anticipated. In such cases, we strive to provide a resolution that ensures your satisfaction.

Definition of Damaged Dresses

Damaged dresses are those that exhibit noticeable flaws upon arrival, which were not present at the time of purchase. These flaws may include tears, rips, stains, or other imperfections that detract from the garment's quality and intended appearance. Our commitment to quality means that we take these concerns seriously and seek to address them promptly.

Variations in Handmade Products

It's important to recognize that handmade products, including our dresses, may exhibit slight variations in color or sizing. These variations are inherent in the crafting process and contribute to the uniqueness of each garment. While we strive for consistency in our products, we acknowledge that minor differences may occur and may not necessarily constitute damage.

Our Commitment to Resolution

Should you receive a damaged dress or the wrong item, we encourage you to contact our Customer Service team promptly. Providing clear pictures of the issue will aid us in assessing the situation and determining the appropriate course of action. We are committed to resolving any discrepancies and ensuring that you receive the quality product you expect from Sarah Houston.

Assistance and Support

If you have received a damaged dress or the wrong item, please don't hesitate to reach out to us at info@sarah-houston.com. Our dedicated team is here to assist you every step of the way, providing guidance and support to address your concerns effectively.

Return Process for Damaged Dresses or Wrong Item Received

If you believe your dress is damaged upon receipt, please contact us within 48 hours of delivery with clear pictures of the issue. Our team will assess the damage and provide further instructions on how to proceed with the return. Return shipping costs for damaged items will be covered by us.

Refund Procedure

Upon receiving and inspecting the returned damaged dress, we will initiate the refund process. Refunds will be issued using the original payment method within 10 business days of receiving the returned item.

Final Sale Items

At Sarah Houston, we occasionally offer certain items as Final Sale. These items are marked as such to signify that they are being sold at a significantly reduced price and are considered non-returnable and non-refundable. We understand that purchasing Final Sale items requires careful consideration, and we aim to provide transparency regarding the terms of sale for these products.

Non-Returnable and Non-Refundable

Final Sale items are excluded from our standard return and refund policies. Once purchased, these items cannot be returned or exchanged for any reason other than a manufacturing defect or damage upon arrival. It's important to note that Final Sale items are sold in their current condition, and any imperfections or discrepancies are disclosed at the time of sale.

Considerations Before Purchase

Before purchasing a Final Sale item, we encourage you to carefully review the product description and images provided. Take note of any specific details regarding the item's condition, sizing, or other relevant information. If you have any questions or concerns about a Final Sale item, please don't hesitate to contact our Customer Service team for clarification.

Sizing and Fitting Issues

To allow for slight modifications, our tailors reserve additional fabric in the seams of all dresses. We understand that sometimes a finished gown might vary by approximately an inch in either direction of the specified measurements. This will allow you to make alterations so the dress can fit you perfectly.

Color Mismatch

Concerning color mismatch, please note that there might be a slight color deviation due to your computer screen or mobile device settings. However, if you are convinced that the color is not what you ordered, please contact Customer Service to see if a return or refund is possible.

Size Deviation

If your dress size differs from the specifications of your order by more than one inch, you are encouraged to find a local tailor to make adjustments. In this case, we offer limited alterations reimbursement. Should you choose this option, please remember to request a receipt from your tailor. A copy of the receipt must be provided to request reimbursement.

Item Is The Size You Ordered But Does Not Fit

Please understand that items that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged. Your option is to look for a local tailoring service at your own cost. Please note that if your order specifications differ greatly from the final sizing request, resizing may not be possible.

Exchange Policy

Do you wish to exchange your dress for a different size or item?

Unfortunately, we currently don't offer an exchange service for any products at this time. All our dresses are made to order. Therefore, we will not have any extra dresses for exchange. If you want a different item, please return the order and start a new order from scratch.

Additional Assistance

If you have any questions or concerns regarding our return policy, please don't hesitate to contact us at info@sarah-houston.com. Our dedicated customer service team is here to assist you.

Thank you for your understanding and continued support.

Order Cancellation

We understand that circumstances may arise where you need to cancel your order. Please note the following cancellation policy:

Orders canceled within 0–24 hours after order confirmation will receive an 90% refund of the price.

Orders canceled within 24–72 hours after order confirmation will receive an 80% refund of the price.

Orders canceled between 72 hours after order confirmation and before shipment will receive a 50% refund.

Once your order has been shipped, it can no longer be canceled.

Warm regards,
The Sarah Houston Team

1. Come faccio a conoscere la mia taglia? 

I dettagli di dimensionamento per ciascun prodotto sono disponibili nella pagina del prodotto. Forniamo una tabella di dimensioni complete per aiutarti a trovare la soluzione perfetta. Se hai ulteriori domande sui dimensionali, non esitare a contattarci info@sarah-houston.com. Il nostro team sarà felice di aiutarti.

2. Come posso effettuare un ordine su Sarah Houston? 

Effettuare un ordine Sarah Houston è semplice e conveniente. Segui questi passi:

• Sfoglia il nostro sito Web e seleziona gli articoli desiderati aggiungendoli al carrello.
• Una volta terminato lo shopping, procedi alla pagina di pagamento.
• Fornire il tuo indirizzo di spedizione e i dettagli di pagamento per completare l'ordine.

3. Quali metodi di pagamento accetti? 

Sarah Houston Accetta vari metodi di pagamento, tra cui carte di credito/debito (Visa, MasterCard, American Express), PayPal e altre opzioni di pagamento online sicure. Siate certi che le informazioni di pagamento siano gestite con la massima sicurezza e privacy.

4. Quali sono le opzioni di spedizione e i tempi di consegna?

La spedizione è GRATUITO Il stimato La data di consegna è indicata per ogni prodotto. I tempi di consegna dipendono dal tempo di gestione e dal tempo di trasporto di ciascun prodotto. Giorni di gestione e trasporto Fare riferimento ai giorni lavorativi, esclusi i fine settimana e le vacanze.

5. Posso tenere traccia del mio ordine? 

Sì, puoi tenere traccia del tuo ordine Sarah Houston. Una volta spedito il tuo ordine, ti forniremo un numero di tracciamento. Puoi utilizzare questo numero di tracciamento per monitorare lo stato e la posizione del pacchetto fino a raggiungere la porta.

6. Offrite spedizioni internazionali?

 SÌ, Sarah Houston Offre spedizioni internazionali a vari paesi. Durante il processo di pagamento, è possibile selezionare il tuo paese per la spedizione e verranno visualizzate le commissioni di spedizione applicabili e i tempi di consegna stimati.

7. Qual è la tua politica di restituzione? 

Vogliamo che tu sia completamente soddisfatto del tuo acquisto da Sarah Houston. Se, per qualsiasi motivo, non sei soddisfatto del tuo ordine, puoi restituirlo entro 30 giorni dalla ricezione del pacchetto. L'oggetto dovrebbe essere inutilizzato, nella sua condizione originale e con tutti i tag intatti. Fare riferimento alla nostra pagina di resi e rimborsi per istruzioni dettagliate sul processo di ritorno.

8. Come contatto l'assistenza clienti? 

Il nostro team di assistenza clienti è qui per aiutarti con qualsiasi richiesta o preoccupazione. Puoi contattarci attraverso i seguenti canali:

• E-mail: info@sarah-houston.com
• Telefono✆: +34 666 08 60 28 (dal lunedì al venerdì, dalle 9:00 alle 17:00 GMT)
• Chat dal vivo: disponibile sul nostro sito Web durante l'orario di lavoro.

9. Posso annullare o modificare il mio ordine dopo che è stato effettuato? 

Miriamo a elaborare rapidamente gli ordini per garantire la consegna tempestiva. Se si desidera annullare o modificare il tuo ordine, contattare il nostro team di assistenza clienti il ​​prima possibile. Faremo del nostro meglio per soddisfare la tua richiesta, ma si prega di notare che una volta spedito un ordine, potrebbe non essere possibile apportare modifiche.

10. Ci sono promozioni o sconti disponibili? 

Sarah Houston Offre regolarmente promozioni e sconti su vari articoli. Assicurati di iscriverti alla nostra newsletter e seguici sui social media per rimanere aggiornati sulle ultime offerte e offerte speciali.

A Sarah Houston, Ci impegniamo a fornire un servizio eccezionale e prodotti di prim'ordine. Se hai altre domande non trattate in queste FAQ, non esitare a contattare il nostro team di assistenza clienti. Felice shopping!