Return Policy
RETURN & REFUND POLICY
Order Confirmation & Acceptance
By placing an order with Sara & Lizzy, you acknowledge that you have carefully read, understood, and agreed to this Return & Refund Policy.
By completing your purchase, you confirm that:
- You understand and accept the return conditions and applicable timeframes.
- You agree to follow the return procedure described in this policy.
- In the event of a payment dispute or chargeback, this policy, together with order records, shipping information, and communication history, may be used as supporting evidence.
Returns
Your satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, provided the following conditions are met.
Return Conditions
To qualify for a return, the item must:
- Be unused, unworn, and unwashed.
- Be returned in its original condition and original packaging.
- Show no signs of damage caused by improper use or handling.
- Include all original accessories, labels, and tags where applicable.
Customers are responsible for all return shipping costs unless otherwise required by law.
Once we receive and inspect your return, it will normally be processed within 7 business days.
Sara & Lizzy reserves the right to refuse returns that do not meet the conditions outlined above.
How to Request a Return
To start a return, please contact us within 30 days of delivery.
Email:
Please include:
- Your order number
- Your full name
- Your delivery address
- The reason for your return
- Photos of the item if it is damaged or defective
Please wait until you receive our return instructions before shipping your package.
Returns sent without prior authorization may not be accepted.
For your protection, we strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.
Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours after delivery.
Email us at:
Please provide:
- Your order number
- A description of the problem
- Clear photographs or a short video showing the issue
After reviewing your claim, we may offer:
- A replacement product
- A refund
- Another suitable solution depending on the circumstances
For certain defects, we may not require the item to be returned.
Approved replacements are generally shipped within 7–14 business days.
Lost Packages
If your package appears to be lost during transit, please contact our customer support team as soon as possible.
Provide:
- Your order number
- Your tracking number
We will investigate the shipment with the carrier.
If the carrier confirms that the package has been lost, we will arrange either a replacement or a refund.
If a parcel is refused, remains unclaimed, or is returned due to an incorrect shipping address provided by the customer, administrative and return shipping costs may be deducted from any refund where legally permitted.
Order Cancellations
Orders may be cancelled before they have entered the shipping process.
Once an order has been dispatched, cancellation is no longer possible. In this case, you may request a return after receiving your order in accordance with this policy.
To request a cancellation before shipment, please contact:
Customers are responsible for return shipping costs unless otherwise required by applicable consumer protection laws.
Chargebacks & Payment Disputes
If you experience any issue with your order, we encourage you to contact our customer support team first so we can resolve the matter quickly.
If a chargeback or payment dispute is initiated, Sara & Lizzy may provide the payment provider with documentation including:
- Order confirmation
- Shipping and tracking information
- Customer communication
- Photographs where applicable
Our goal is always to resolve disputes fairly and efficiently.
Important Information
Please note:
- Returns must be sent to the return address provided by our customer support team after your request has been approved.
- Customers are responsible for return shipping costs unless otherwise stated by applicable law.
- We are not responsible for shipping delays caused by carriers, customs procedures, or other circumstances beyond our control.
- For hygiene and safety reasons, certain products cannot be returned once they have been used or opened where permitted by law.
- Returns that do not comply with this policy may be refused.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If your return is approved, your refund will be processed using the original payment method whenever possible.
Please allow several business days for your bank or payment provider to process the refund after it has been issued.
Contact Us
If you have any questions regarding this Return & Refund Policy, please contact our Customer Support team.
Sara & Lizzy
Email: info@sara-lizzy.com