Return & refund
Not completely satisfied with your purchase? Return your order for free within 30 days after delivery by logging into your account or by clicking the button below.
Request a return
Depending on your location, you can return your items via a drop-off point or our pick-up service.
1. FREE RETURNS VIA DROP-OFF POINT
Returns via drop-off point are currently possible in the following countries: Belgium, Estonia, France, Germany, Italy, Luxembourg, The Netherlands, Portugal and Spain.
When filling in the online return form, you can indicate which items you wish to return and select your preferred drop-off point. Once the return request is completed, we will send you a confirmation email with the return label. Simply attach it to the parcel and bring it to the selected drop-off point.
Please keep the return receipt until your parcel has reached our warehouse. Be aware that since the parcel is scanned in different storage units, it is possible that the return takes up some more time.
2. FREE RETURNS VIA PICK-UP SERVICE
Returns via pick-up service are currently possible in the following countries: Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.
When filling in the online return form, you can indicate which items you wish to return and select your preferred pick-up date and address. Once the return request is completed, we will send you a confirmation email with the return authorization number that must be written on your parcel. Our courier will pick up your package on the selected date and address and will bring the address label, so no need to print it yourself.
Upon receipt and processing of your return, your refund will be credited to your account within 15 working days provided that your return satisfies the following requirements
- The original labels and tags are attached and in good condition;
- Each item is unused and has no signs of wear;
When will I receive my refund?
As soon as we have received and handled your return, you will be notified via mail. Refunds will be processed within 15 working days and will be issued to the original card or account. In the rare occasion that you got delivered a wrong, faulty or damaged item the delivery costs will be refunded.
Can I request an exchange?
Unfortunately, the direct exchange of an item is not possible. However, if you wish to receive an item in a different size or colour, you can place a new order and also return your current order to us free of charge with a refund request. This way we can guarantee that you will receive the desired items quickly and in the meantime process the refund.
We are happy to accept your return. For a refund, we ask you to respect the following points:
- The return is requested within 30 days after delivery.
- The online return form is filled in correctly and approved.
- Items must be returned unworn or undamaged, with all tags attached and the original packaging included.
- Vouchers cannot be exchanged for cash. In case of a return, a new voucher will be issued.
- In the case of sealed goods, i.e. goods that are not suitable for return due to health protection or hygiene reasons, you lose your right of return if the seal is broken.
WOULD YOU LIKE MORE INFORMATION?CONSULT OUR SERVICE TOPICS
- Size guideGet advice on which size is best for you
- PaymentRead more on which payment methods you can use
- DeliveryRead more about the handling of orders
- Track your orderFollow the status of your order
- Return policyRead more about exchanging and returning orders
- Return formRequest an exchange or return here
- Terms & conditionsRead all information about shopping at Sarah Pacini
Do you need support?
Our customer care team is available to help answer any questions and offer advice.Contact us
Please note that we are not responsible when the parcel is returned with another carrier service.
If we are unable to refund you because the above conditions are not met, you will be notified by our Customer Service team. Returns that have not been accepted may be sent back to you after payment of €18 the latest within 10 days after your contact to our Customer Service team. If you do not wish to receive the goods back, or we do not receive a timely payment, the item(s) will be destroyed.