Delivery + Returns Information


DELIVERY

Where do you deliver?

We deliver to the UK, Europe and Worldwide and dispatch via Royal Mail or DHL. 

What are your delivery charges and estimated delivery times?  

Region Shipping Option Price
UK & Channel Islands

1st Class Royal Mail (usually 1-2 days)

£3.95 or FREE with orders £50+

UK & Channel Islands

UK Next Working Day Delivery by 1pm (place order before midday)

£7.95
Europe*

Tracked & Signed For (usually 7-10 working days)

£9.95 
Rest of World**

Tracked & Signed For (usually 7-10 working days)

£15.95 

We aim to ship all in-stock items within 24 hours of your order being placed, excluding weekends and public holidays in the UK. 

*Europe includes: Belgium, France, Germany, Italy, Luxembourg, Netherlands, Switzerland, Austria, Republic of Cyprus, Denmark, Czech Republic, Slovakia, Spain (mainland), Estonia, Finland, Hungary, Latvia, Malta, Poland, Portugal, Slovenia, Sweden, Republic of Ireland, Lithuania, Norway, Greece 

**Rest of the World includes: Hong Kong, Qatar, Singapore, Republic of Korea, Malaysia, United Arab Emirates, Canada, USA, New Zealand, South Africa, Philippines, Australia

Can I track my order?

We will send you an email to acknowledge receipt of your order which contains a tracking reference number:

  • 1st Class Royal Mail comes with a general tracking number but may not update the package location until the delivery date
  • UK Next Working Day Delivery and Tracked & Signed For international orders come with end to end tracking and require a signature on delivery. We recommend that you follow the tracking information in the shipping confirmation email so that you're at home to receive your parcel and it's not returned to us.

We love to ship to our customers around the world! Please note that for international orders, because of customs controlled by government authorities in your home country, it is difficult to estimate delivery times. Most international orders arrive within 7-10 working days, but occasionally take longer.

Will I have to sign for my delivery?

UK Next Working Day Delivery and Tracked & Signed For international orders will require a signature on receipt. If the parcel is not signed for and is returned to us as a result, the recipient will be notified and payment for a second delivery attempt may be charged. We are unable to deliver to PO Boxes. 

What happens if my parcel is lost?

If you experience your parcel going missing, please contact us immediately and we will contact Royal Mail or DHL to attempt to track down the parcel. Unfortunately, we cannot be responsible for lost or stolen parcels where the parcel has been registered as delivered, which includes notification of re-delivery or collection. For international orders, please wait 28 days from ordering before assuming the item is lost.

Do I have to pay import charges?

Your order may be subject to taxes, fees, customs duty, levies or other changes as a result of local legislation or customs once it reaches its destination. Any such additional charges must be borne by the recipient. We’re afraid we have no control over and cannot take responsibility for local customs charges. If you choose not to pay these fees and do not pick up your package, we're not able to refund your shipping costs. You may want to contact your local customs office for further information. 

What is your customer service like?

Customer service is very important to us! In recognition of the number and quality of 5 star reviews that we receive from genuine customers, we have been awarded the Feefo Gold Trusted Service Award 2019! Read more about our reviews.

Returns

How do I return my order?

If a product you have ordered is damaged, please let us know immediately and within 30 days of purchase at the latest. We'll gladly offer a full refund, including postage. Please quote your name and order number when emailing hello@bysarahlondon.com providing details of the damage, including any photos if applicable. A refund usually takes 3 to 5 business days to be credited back to your credit card or original payment method.

If a product you have ordered is unsatisfactory for any reason (we really hope this is not the case!), you can return it to us within 30 days of purchase for a replacement or full refund, including postage. Products must be unused, unopened and in the same condition that you received it. Customers are responsible for return shipping - please contact us at hello@bysarahlondon.com for return instructions and retain proof of postage. Once your return is received, we will send an email notifying you that we have received it and we'll send you a replacement or refund, whichever you prefer. A replacement is sent free of charge or a refund usually takes 3 to 5 business days to be credited back to your credit card or original payment method.

I have more questions, can I contact you directly?

    Absolutely! We love speaking to our customers and are always happy to help. You can contact us directly by sending an email to hello@bysarahlondon.com and a member of the team will get back to you.

    hello@bysarahlondon.com | The Studio, South Downs Cottage, Midhurst, GU29 0HD | +44(0) 1730 810029