Where do you deliver? 

UK orders have two options available: 1st Class Royal Mail (usually 1-3 working days, including Saturdays) is £4.95 or FREE on orders over £65. Alternatively, UK Next Working Day Delivery (place order before 3pm) is £8. 

For the US, shipping is £30 and usually takes 7-10 working days. This is a fully tracked priority service. Shipping is FREE for US orders over £200. 

EU orders are currently suspended due to restrictions imposed by Brexit. We are working hard to be able to reach our European friends again soon. To be notified when we are shipping to Europe again, join our Newsletter, or shop with our retail partner, Love Lula, who ship to the EU and worldwide.

 

When will my order arrive?

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

The majority of our orders are being delivered on time as normal; however, due to the ongoing Covid-19 pandemic, some carriers are experiencing significant delays, meaning some orders may not be delivered within specified timescales.

 

Do you offer gift wrapping or a gift receipt?

Each order comes with complimentary gift wrap and you can include a personalised note with your order by adding a message in the box provided on the cart page, before checkout. The receipt provided with each order does not show the price. 

 

Can items in my order be sent to different addresses?

Each order can only be delivered to one address. The easiest way to send multiple products to different addresses is by placing separate orders for each.

 

Can I cancel or amend my order after I've placed it?

Our team works fast to prepare and send your order as quickly as possible, which means we cannot make any changes to an order once it has been placed.

 

Can I track my order?

You'll receive an email to acknowledge receipt of your order and a shipping confirmation email. 1st Class Royal Mail orders come with a general tracking number but may not update the package location until the delivery date. UK Next Working Day Delivery and international orders come with end to end tracking. 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.

 

What happens if my parcel doesn't arrive?

If you experience your parcel going missing, please contact us and we will 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. If a parcel is returned to us, payment for a second delivery attempt may be charged. We are unable to deliver to PO Boxes.

   

Can I return my order?

We hope you love your plant-powered purchase, but if a product you have ordered is damaged, please let us know immediately and within 15 days of purchase at the latest. We will gladly offer a full refund or replacement. Please quote your name and order number when emailing hello@bysarahlondon.com providing details of the damage, including any photos. Once the item has been returned, a refund usually takes 3 to 5 business days to be credited back to your credit card or original payment method, or a replacement is sent free of charge. We can only refund shipping costs on products that are damaged.

We cannot accept returns as a result of any skin conditions or reactions. We are always happy to help if you have any questions before and after purchase, and recommend reading the full ingredient list, suitability and how to use information first.

 

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 Platinum Trusted Service Award 2021. Read more about our reviews.

  

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 we'll get back to you

     

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