Q: Can I return an item?

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 once they are tried on 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 .

Question 1

I didn't get a confirmation email for my order

Accepted Answer

Every time you place an order you will receive an order confirmation email containing all the details of that order.

If you didn't receive that the most common reason is a typo in your email address when placing the order.

In that case we can find your order and correct the email address before resending your confirmation.

You will need to get in touch with us at customerservice@sandras-online.co.uk for us to make this change. Please provide us with the name on your order and the postcode you ordered the items to be delivered to. This will let us find your order much more quickly.

Question 2

I received the wrong size/item. How do I handle returns and get the correct one?

Accepted Answer

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.

Question 3

Is your company based in the UK and do you dispatch from the UK?

Accepted Answer

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.

Question 4

Where is my order?

Accepted Answer

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).

Question 5

Can I cancel my order?

Accepted Answer

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.

Question 6

Can I return an item?

Accepted Answer

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 once they are tried on

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.

Question 7

Can I exchange an item?

Accepted Answer

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.

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