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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. Hoe ken ik mijn maat? 

De groottedetails voor elk product zijn beschikbaar op de productpagina. We bieden een uitgebreide maatdiagram om u te helpen de perfecte pasvorm te vinden. Als u nog vragen heeft over de maatvoering, aarzel dan niet om contact met ons op te nemen bij info@sarah-houston.com. Ons team zal u graag helpen.

2. Hoe kan ik een bestelling plaatsen op Sarah Houston? 

Een bestelling plaatsen Sarah Houston is eenvoudig en handig. Volg deze stappen:

• Blader door onze website en selecteer de gewenste items door ze toe te voegen aan uw winkelwagentje.
• Nadat u klaar bent met winkelen, gaat u naar de kassa -pagina.
• Geef uw verzendadres en betalingsgegevens op om de bestelling te voltooien.

3. Welke betaalmethoden accepteert u? 

Sarah Houston Accepteert verschillende betaalmethoden, waaronder creditcards (Visa, MasterCard, American Express), PayPal en andere veilige online betalingsopties. Wees er zeker van dat uw betalingsinformatie wordt afgehandeld met de grootste beveiliging en privacy.

4. Wat zijn de verzendopties en levertijden?

Verzending is VRIJ De geschatte Leverdatum is aangegeven voor elk product. Levertijden zijn afhankelijk van de afhandelingstijd en transporttijd van elk product. Afhandeling en transportdagen verwijzen naar werkdagen, exclusief weekenden en feestdagen.

5. Kan ik mijn bestelling volgen? 

Ja, u kunt uw bestelling volgen Sarah Houston. Zodra uw bestelling is verzonden, bieden we u een trackingnummer. U kunt dit trackingnummer gebruiken om de status en locatie van uw pakket te controleren totdat het uw deur bereikt.

6. Biedt u internationale verzending aan?

 Ja, Sarah Houston biedt internationale verzending naar verschillende landen. Tijdens het kassa kunt u uw land selecteren voor verzending en worden de toepasselijke verzendkosten en geschatte levertijden weergegeven.

7. Wat is uw retourbeleid? 

We willen dat u volledig tevreden bent met uw aankoop bij Sarah Houston. Als u om welke reden dan ook niet tevreden bent met uw bestelling, kunt u dit binnen 30 dagen na ontvangst van het pakket retourneren. Het item moet ongebruikt zijn, in de oorspronkelijke staat en met alle tags intact. Raadpleeg onze pagina Retourneren en terugbetalingen voor gedetailleerde instructies over het retourproces.

8. Hoe neem ik contact op met de klantenservice? 

Ons klantenondersteuningsteam is hier om u te helpen bij eventuele vragen of zorgen. U kunt ons via de volgende kanalen bereiken:

• E -mail: info@sarah-houston.com
• Telefoon✆: +34 666 08 60 28 (maandag tot vrijdag, 9:00 - 17:00 GMT)
• Livechat: beschikbaar op onze website tijdens kantooruren.

9. Kan ik mijn bestelling annuleren of wijzigen nadat deze is geplaatst? 

We willen snel bestellingen verwerken om tijdige levering te garanderen. Als u uw bestelling wilt annuleren of wijzigen, neem dan zo snel mogelijk contact op met ons klantenondersteuningsteam. We zullen ons best doen om aan uw verzoek te voldoen, maar houd er rekening mee dat zodra een bestelling is verzonden, het misschien niet mogelijk is om wijzigingen aan te brengen.

10. Zijn er promoties of kortingen beschikbaar? 

Sarah Houston Biedt regelmatig promoties en kortingen op verschillende items. Zorg ervoor dat u zich abonneert op onze nieuwsbrief en volg ons op sociale media om op de hoogte te blijven van de nieuwste deals en speciale aanbiedingen.

Bij Sarah Houston, we streven ernaar om uitzonderlijke service- en eersteklas producten te bieden. Als u nog andere vragen heeft die niet in deze FAQ worden behandeld, aarzel dan niet om contact op te nemen met ons klantenondersteuningsteam. Gelukkig winkelen!