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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.

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. How do I know my size? 

The sizing details for each product are available on the product page. We provide a comprehensive size chart to help you find the perfect fit. If you have any further questions about sizing, don't hesitate to reach out to us at info@sarah-houston.com. Our team will be happy to assist you.

2. How can I place an order on Sarah Houston? 

Placing an order on Sarah Houston is simple and convenient. Follow these steps:

• Browse our website and select the desired items by adding them to your shopping cart.
• Once you've finished shopping, proceed to the checkout page.
• Provide your shipping address and payment details to complete the order.

3. What payment methods do you accept? 

Sarah Houston accepts various payment methods, including credit/debit cards (Visa, MasterCard, American Express), PayPal, and other secure online payment options. Rest assured that your payment information is handled with the utmost security and privacy.

4. What are the shipping options and delivery times?

Shipping is FREE The estimated delivery date is indicated for each product. Delivery times depend on the handling time and transport time of each product. Handling and transport days refer to business days, excluding weekends and holidays.

5. Can I track my order? 

Yes, you can track your order on Sarah Houston. Once your order is dispatched, we will provide you with a tracking number. You can use this tracking number to monitor the status and location of your package until it reaches your doorstep.

6. Do you offer international shipping?

 Yes, Sarah Houston offers international shipping to various countries. During the checkout process, you can select your country for shipping, and the applicable shipping fees and estimated delivery times will be displayed.

7. What is your return policy? 

We want you to be completely satisfied with your purchase from Sarah Houston. If, for any reason, you are not happy with your order, you may return it within 30 days of receiving the package. The item should be unused, in its original condition, and with all tags intact. Please refer to our Returns and Refunds page for detailed instructions on the return process.

8. How do I contact customer support? 

Our customer support team is here to assist you with any inquiries or concerns. You can reach us through the following channels:

• Email: info@sarah-houston.com
• Phone✆: +34 666 08 60 28 (Monday to Friday, 9:00 am - 5:00 pm GMT)
• Live Chat: Available on our website during business hours.

9. Can I cancel or modify my order after it's been placed? 

We aim to process orders quickly to ensure timely delivery. If you wish to cancel or modify your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request, but please note that once an order is dispatched, it may not be possible to make changes.

10. Are there any promotions or discounts available? 

Sarah Houston regularly offers promotions and discounts on various items. Be sure to subscribe to our newsletter and follow us on social media to stay updated on the latest deals and special offers.

At Sarah Houston, we strive to provide exceptional service and top-notch products. If you have any other questions not covered in this FAQ, don't hesitate to get in touch with our customer support team. Happy shopping!