Frequently Asked Questions
Shipping
What are your delivery times?
We process your order within 1 to 3 business days (Monday to Friday). Delivery typically takes 5 to 12 business days after dispatch. You will receive a tracking number as soon as your parcel is on its way. Orders placed before 5:00 PM London time are processed the same business day. Total delivery time, including processing and shipping, is 6 to 15 business days (Monday to Friday).
How much does shipping cost?
Shipping within the United Kingdom is free, with no minimum order value.
Where do you ship to?
We currently deliver to addresses within the United Kingdom only.
Which carrier do you use?
We ship with Royal Mail. Every parcel comes with a tracking number and delivery confirmation.
How do I track my order?
You will receive an email with your tracking number as soon as your order has been dispatched. You can also follow your parcel at any time via our order tracking page, using your order number or tracking number.
Payment
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay.
In which currency am I charged?
All transactions on our website are processed in GBP (£). The amount shown at checkout is the total amount you pay.
Returns and Exchanges
Can I return my order?
Yes. You have 30 days from the date of delivery to return your order. Items must be unworn, unused, and returned with all original tags attached. This is in addition to your statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
How do I start a return?
Email info@sarah-rose.com with your order number. Once your request is approved we send you the correct return address and step-by-step instructions. Please wait for that address before sending anything back.
Who pays for return shipping?
Return shipping costs are the customer's responsibility, unless the item is defective or incorrect. In those cases, we cover the return shipping costs.
When will I receive my refund?
Once your return has been received and inspected (typically within 2 to 5 business days), we issue your refund to the original payment method. Depending on your bank or payment provider, it may take an additional 3 to 10 business days for the refund to appear in your account.
What if my item arrives damaged or faulty?
Contact us at info@sarah-rose.com right away, with a photo of the item if you can. Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of delivery for a full refund, and we cover the return postage.
Sizing
How do I choose the right size?
Our boots follow standard UK sizing. If you are between sizes or need help choosing, contact us and we will advise you on the specific pair you are looking at.
Contact
How can I contact you?
You can reach us at info@sarah-rose.com. Our customer support team is available:
- Monday to Friday: 9:00 AM to 5:00 PM (London time)
- Saturday and Sunday: 9:00 AM to 4:00 PM (London time)
We aim to respond to all enquiries within 24 hours.
Business Information
Store Name: Sarah Rose
Company Name: Sarah Rose VA
Company Registration Number: 76089347
Business Address: Boereglop 3, 8899CA, Oost-Vlieland, The Netherlands
Email: info@sarah-rose.com
Sarah Rose is a trading name of Sarah Rose VA.