Refund policy
Last updated: August 13, 2026
At Sarah Rose you have a 30-day return window. This means you can request a return up to 30 days after the day your order was delivered. This is in addition to your statutory rights as a consumer in the United Kingdom, which are set out below.
Your Statutory Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your purchase within 14 days of the day you (or someone you nominate) receive the goods, without giving a reason. To exercise this right, inform us of your decision to cancel by emailing info@sarah-rose.com before the 14-day period ends. You then have a further 14 days to send the goods back to us.
If you cancel within this statutory period, we will refund all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days after we receive the goods back, or after you supply proof that you have sent them back, whichever is earlier. We may reduce the refund to reflect any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not, you have a short-term right to reject them within 30 days of delivery for a full refund, and you may be entitled to a repair, replacement or price reduction after that period.
Nothing in this policy affects these statutory rights.
How to Start a Return
To begin your return, email our customer service team at info@sarah-rose.com and mention your order number, which you can find in your order confirmation email or on your invoice. As soon as your return request has been approved, we will send you the correct return address together with clear step-by-step instructions for sending your package back.
Please note: parcels returned without an approved return request cannot be accepted. Do not return items to the sender address shown on the parcel; it is not our returns address.
Which Items Can Be Returned
Both defective and non-defective items can be returned within the 30-day window, provided they meet the conditions below:
- The item is unworn, unwashed and in its original condition.
- All original tags and packaging are still attached and included.
- Items with signs of wear, damage or missing parts may not qualify for a full refund.
- Items purchased as part of a bundle must be returned as a complete bundle. Single items from a bundle cannot be returned on their own.
You are welcome to try items on, as you would in a shop. Boots should only be tried on indoors on a clean surface, as soles that show signs of outdoor wear reduce the value of the goods.
Return Method and Return Label
All returns are sent back by mail. A prepaid return label is not included with your order. Once your return request is approved, you will receive the return address and full instructions by email. We recommend using a tracked service, as we cannot process a refund for a parcel that does not reach us.
Return Shipping Costs
The cost of return shipping is paid by the customer and charged in GBP, unless the return is the result of an error on our side, for example an incorrect, defective or damaged item. In that case we cover the return shipping costs and help you with a replacement or refund, as long as you contact us within 30 days of delivery.
We do not charge a restocking fee.
Refunds
After your return arrives, we inspect the item within 2 to 5 business days. Once approved, your refund is processed to the original payment method. Depending on your bank or payment provider, it can take another 3 to 10 business days before the amount is visible on your statement.
Refunds under the statutory 14-day cancellation right are always issued within 14 days, as described above.
Has more than 15 business days passed since your refund was approved? Contact us at info@sarah-rose.com and we will look into it for you.
All refunds and other return-related payments are processed in GBP.
Exchanges
Would you prefer a different item? The quickest route is to return your original product and place a new order as soon as your return has been accepted. That way you are not dependent on stock availability while waiting.
Damaged or Incorrect Items
Please check your order as soon as it arrives. If you received an item that is defective, damaged or not what you ordered, contact us right away at info@sarah-rose.com so we can assess the issue and put it right. A photo of the item helps us handle your case faster.
Complaints
If you are not satisfied with how we have handled your return, email info@sarah-rose.com with the subject line "Complaint" and your order number. We will acknowledge your complaint within 2 business days and aim to resolve it within 14 days.
Contact Information
Store Name: Sarah Rose
Email: info@sarah-rose.com
Customer Service Hours: Monday to Friday: 9:00 AM to 5:00 PM (London time). Saturday and Sunday: 9:00 AM to 4:00 PM (London time).
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.