Refund policy
RETURNS POLICY FOR SHOP PRODUCTS
If for any reason you’re not entirely happy with your order – we’ll happily offer you a refund or exchange within 30 days of purchase.
If you buy our products online, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receiving your items. This includes any delivery charge but does not include the cost of returning the item.
If there’s a problem with your item (if we’ve made a mistake, or if your order arrives damaged) please try to let us know immediately by emailing sally@sallies.co.uk, and we’ll set things right, either with a refund or replacement.
We offer you the right to cancel your order, return the goods to us and receive a full refund if you haven’t yet opened or in any other way damaged or modified the goods, and you return the goods to us in the same condition in which you received them within 30 days of the confirmed delivery date.
We can’t accept customs charges on returns, so if you’re returning from outside the EU, you must complete the customs label with the text “British return. Goods returned under warranty” and write the returns authorisation number provided to you clearly on the outside of the envelope. Any returned goods that arrive at UK customs requiring customs charges to be paid will be returned to sender.
HOW TO MAKE A RETURN
If you decide to return the goods, you must email us at sally@sallies.co.uk to receive a returns form containing full instructions for the return, along with a returns authorisation number.
Once we’ve received the item with the return slip, we’ll process your refund, replacement or exchange as quickly as possible. Please make sure you return the item in pristine condition, in its original packaging.
If you’re owed a refund, we’ll issue this using the same payment details that were used to purchase the items. We aim to process all returns within 1-2 weeks but the refund could take up to an additional 10 working days to show in your account, so please bear with us.