FAQs

If you have received an incorrect size or item, please inform us about the issue. We apologize for any mistakes and will arrange for the correct items to be sent to you. In addition, you will not be charged for the return label to send back the incorrect items. Please follow our return process for the correct handling and re-shipment of your items.

We assure you that we are a UK-based company and dispatch all our products from the UK. None of our products involve packaging with Chinese writing, and we take care to deliver high-quality goods with proper presentation and the ability to return items if necessary.

We currently only accept orders through our online platform. To place an order, visit our website and proceed through the checkout process.

To ensure a smooth return process, please place the item you wish to return in a polythene bag and then seal it in the original or suitably sized packaging. This helps in protecting the item during transit.

If you have placed an order and the tracking information shows that it has been dispatched but there have been no updates or delivery, we recommend checking the following steps:

1. Ensure that you have allowed enough time for the delivery to take place, considering weekends and holidays that may affect the shipping schedule.

2. Verify the tracking information you have by checking with the carrier's tracking system to see if there are any updates or changes that may not be visible on our website.

3. Contact our customer service team with your order number at hand. Provide them with details such as your order date and any other relevant information to help them investigate the matter thoroughly.

We are committed to looking into these matters promptly to ensure your satisfaction.

Most orders are sent within 1 day of the order being placed. Depending on the time of day, we try to sent all orders placed before midday on the same day.

Some items can take 7-10 days to reach you as they need to be sent from an alternative warehouse.

You will receive an email when your order is sent from our warehouse. That email will contain your tracking number and link to track your order.

If you cannot find that email, your order may not have been sent yet. 

You can create an account and log in to check the status of your order. Be sure to use the same email address that you placed your order with. You can also click on the link your original order confirmation email to check on your order status.

Didn't receive a confirmation email?

Sometimes orders are shipped in multiple packages (where they come from separate warehouses).

Once your order has been placed it may not be possible for us to stop your items from being dispatched.

We have automated systems in place that send orders to our warehouse team to pick and pack and process. Once your order is placed it is in that system. We may not be able to respond to your request to cancel quickly enough to stop that from happening.

You have 14 days in which you can cancel your order for a full refund but if your items have been dispatched, you are responsible for returning those items to us. 

You can return any item within 14 days of receiving it.

What to remember:

• Items must be returned with their original packaging and labels in tact
• Items must be unworn and unwashed (you can try them on, but not wear them)
• Underwear items cannot be returned 

How to start a return:

Go to sandras-online.co.uk/returns

You will need your order number and the email address you placed your order with. 

You can choose to send the item back with your own carrier or we can provide a Royal Mail Returns label for a small fee. Using our tracked labels ensures that we can track your return and it doesn't get lost on the way back to us.

We cannot accept returns that are sent without a returns authorisation number. You can get this by following the process in our returns portal here sandras-online.co.uk/returns.

We are unable to offer direct exchanges on orders.

If an item received is not suitable please return it for a refund or gift card credit and place a new order for the item you wish to received instead.

Once your return arrives back with us and has been checked, we process your refund straight away. It can take up to 5 working days for the money to appear in your account, though it is usually quicker.

If it has been more than 5 working days since we confirmed your refund, please check with your bank first, then get in touch and we will look into it.

Two things that hold refunds up

Always include your returns slip or your order number in the parcel. If a parcel arrives with nothing inside identifying it, we have no way of matching it to your order and cannot refund you.

Keep your proof of postage or return tracking number. If your return has not reached us, that number is the only way we can trace it.

Please also make sure your return is booked through our returns portal at sandras-online.co.uk/returns. Returns sent outside the portal will not be tracked in our system and you will not receive any updates.

If your parcel has arrived with an item missing, it is almost always because that item was temporarily out of stock. Rather than hold up your whole order, we send everything we have in stock straight away and post the remaining item as soon as it arrives with us. There is a note in your parcel when this happens.

You will not be charged any extra postage for the second parcel, and you will receive separate dispatch confirmation for it.

If you have not heard anything within a few days, or you believe the item was in stock when you ordered, please contact us with your order number and we will sort it out.

Original delivery charge: the postage you paid to receive your order is not refunded when you return an item. Your refund covers the price of the returned goods only.

Return postage: if you use our returns portal to buy a prepaid label, the cost of that label is deducted from your refund. If you selected a label but sent the parcel back another way, contact us and we will refund the label cost.

Faulty or incorrect items: if we sent you the wrong item, or the item is faulty, you will not pay anything to return it. Please contact us before returning it so we can arrange a free label.

We are not able to issue QR codes at the moment, but you do not need a printer to return your item. Any of these will work:

Royal Mail collection from your home: book at send.royalmail.com/collect/youritems using the code shown on the label we sent you.

Royal Mail at a post office: take the parcel to the counter and staff will print a label for you and attach it.

InPost: use the label free service at inpost.co.uk/print-free-sending.

Whichever you choose, please keep your proof of postage. It is the only way we can trace your parcel if it goes missing, and we will need it before we can refund you.

Within 15 minutes of ordering: you can make changes yourself, including editing your delivery address, using the link in your order confirmation email. Changes made in this window are applied automatically.

After 15 minutes: your order goes to our warehouse team to be picked and packed, and we are no longer able to amend it. This includes changing the delivery address.

Your order is sent to the address you entered at checkout, so please do check it carefully before paying. If your order goes to the wrong address and is returned to us undelivered, we will refund you once it arrives back. We cannot redirect a parcel that has already been dispatched.