Delivery FAQs

After placing an order through our site, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy an Item. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the Item has been, or will be, dispatched (Confirmation of Order). The contract between us (Contract) will only be formed when we send you the Confirmation of Order.

We have taken every care to ensure the content of our website, and in particular that the prices quoted are accurate at the time of posting the Item on the website and that all Items are fairly described. However, your order may not be accepted if there are material errors in the description of the goods you have ordered or their prices. All prices and offers are subject to change.

We have aimed to ensure that the colours of our Items appearing on our website are as near as possible to the colour of the Item. However, the actual colours you see will depend on your computer equipment, and accordingly, we are unable to guarantee the precise colour of the Item on delivery.

All Items are subject to availability. We will inform you as soon as reasonably possible in the event that the Items you have ordered are unavailable. In the event that the Items that you have ordered are unavailable a full refund will be offered. All prices are displayed on our site are in UK sterling and are inclusive of VAT (unless otherwise indicated).

Multiple items will be sent individually at the same time to keep postage costs at a minimum.

Free delivery to UK.

We will aim to dispatch the Items ordered by you as soon as possible after Confirmation of Order, to the postal address you have given in your order. However, we cannot guarantee an exact delivery date and your Items may take longer to be dispatched if the Items you have ordered are not in stock at the time of placing your order or they are to be dispatched to an address outside of the UK.

Deliveries outside of the UK may be subject to import taxes and additional charges for which you are solely responsible. Please note that we have no control over these charges and cannot predict their amount.

Most parcels will be delivered by carrier and will require a signature on delivery. If you are out when the carrier attempts to deliver your parcel, they will leave a card with a contact number for you to arrange a new delivery date.

Working days exclude Saturdays, Sundays and all Bank Holidays.

Multiple items will be sent individually at the same time to keep postage costs at a minimum.

Free delivery to Europe.

We will aim to dispatch the Items ordered by you as soon as possible after Confirmation of Order, to the postal address you have given in your order. However, we cannot guarantee an exact delivery date and your Items may take longer to be dispatched if the Items you have ordered are not in stock at the time of placing your order.

Deliveries outside of the UK may be subject to import taxes and additional charges for which you are solely responsible. Please note that we have no control over these charges and cannot predict their amount.

Most parcels will be delivered by carrier and will require a signature on delivery. If you are out when the carrier attempts to deliver your parcel, they will leave a card with a contact number for you to arrange a new delivery date.
Please also be aware that if the items shipped were returned because the recipient is not willing to pay the applicable local taxes/ import duties, the delivery address is wrong or there is no one to accept the package, you will be charged the shipping charges, custom charges and any return charges incurred.

Please note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

Working days exclude Saturdays, Sundays and all Bank Holidays.

Standard Europe Delivery between 9am-5pm Monday to Friday.

Receive your purchases in 2-3 working days after your order has been placed.

Multiple items will be sent individually at the same time to keep postage costs at a minimum.

Free delivery to US and the rest of the World.

Most parcels will be delivered by carrier and will require a signature on delivery. If you are out when the carrier attempts to deliver your parcel, they will leave a card with a contact number for you to arrange a new delivery date.

Please note that if you order products for delivery outside the UK then they may be subject to import duties, taxes and brokerage fees which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties, taxes and fees. Please note that unfortunately we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

Please also be aware that if the items shipped were returned because the recipient is not willing to pay the applicable local taxes/ import duties, the delivery address is wrong or there is no one to accept the package, you will be charged the shipping charges, custom charges and any return charges incurred.
Please note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

Working days exclude Saturdays, Sundays and all Bank Holidays.

Title in the Items shall pass to you at the time payment for the Items is received by us in full. The Items will be your responsibility from the time of delivery to you.

The Courier will leave a card indicating the day and time they attempted to deliver. The card will advise you where your parcel is and have contact details to arrange re-delivery. Please note club boxes do not require you to be at home for delivery.

Please add all items to your shopping basket and then click the “your basket” icon to start the checkout process. If you wish to remove any items, simply change the quantity to zero and click update. All orders should be completed online using our secure checkout process. You know when a page is secure because a padlock symbol shows at the bottom of the browser (or if the address of the web page starts with httpss). This method is the recognised standard for secure transactions. If you still have any concerns please contact us via e-mail info@sarahgracelondon.com.

We accept the following payment methods:

• Visa
• Visa Debit
• Maestro
• MasterCard
• PayPal

We do not accept cheque payments.

Account details can be changed at any time by contacting us via email.

If you have any questions about payment or ordering do contact us.

Our site uses the latest 128 bit SSL security, complying with and exceeding all necessary security requirements to protect your details. We do not store any sensitive information (card number, etc).

SSL encrypts your order online to avoid any decoding of that information of anyone other than the necessary processing parties. To check the security of your connection, look at the status bar of your browser window after accessing the server. If you see an unbroken key or a closed lock then, depending upon your browser, SSL is active.

Additionally all transactions will be checked to ensure they are 3D secure compliant and if so will be passed to the issuing bank for authentication. Non-compliant cards will simply have the authorisation request processed.

If you have any queries about Payment or Security please contact us.

In the unlikely event that an item is out of stock, we will contact you by email or telephone before dispatching your order. If we are unable to contact you, we will refund the overpayment.

You will need to contact us immediately on e-mail shop@sarahgracelondon.com. If your order has not been packed ready for dispatch, we will gladly add the item(s) to your order. However, orders are processed quickly and efficiently. If we are unable to add the item(s) to your original order, we will contact you either by telephone or e-mail, as it will be treated as a separate order, thus incurring an additional carriage charge.

Orders can be cancelled prior to dispatch. Please email us as soon as possible to cancel your order. We will confirm receipt and cancellation.

Items are classed as faulty if they are received damaged, or where it can be proven that there has been a manufacturing defect. Any fault must be brought to our attention within 7 days of receipt. Items that are damaged as a result of wear and tear shall not be considered faulty. All other terms as outlined in our ‘Returns Policy’ below apply to faulty items.

Goods can be returned in the original undamaged packaging within fourteen days of receipt for a refund. Please ensure you include your original order number with your return. Postage costs for the return of items cannot be refunded.

Where goods are returned, please ensure you obtain a certificate of posting from the Post Office, which is provided free of charge. Refunds are normally processed within 7-10 days of receipt of goods. The statements above apply in addition to any other statutory rights. This does not affect your statutory rights.

You will receive an email notifying you that your refund has been processed. If your refund has not been processed please don’t hesitate to contact us. If you cancel before the dispatch of any Items your money will be refunded and the Items will not be delivered. We offer refunds or exchanges on undamaged items within 14 days of it being received by you. We must however stress that in order to receive a refund or exchange, the Item(s) must be unworn and in perfect condition, with all garment tags still attached and in their original packaging. Refunds will be made to the credit or debit card used to purchase the Items in accordance with these terms and conditions.

When returning Items please obtain proof of posting as we do not accept responsibility for parcels lost in transit. We would suggest sending by Royal Mail Special Delivery.

When returning items please obtain proof of posting as we do not accept responsibility for parcels lost in transit.

• Complete the returns form enclosed in parcel.
• Please neatly fold the item(s) unworn and in perfect condition, with all garment tags still attached, and in their original packaging.
• Place completed returns form in the parcel.
• Take your parcel to any Post Office and ask for a proof of despatch.
• Please note that we are unable to refund the cost of any upgrade to your delivery service.
• You are advised to keep hold of any tracking numbers that the Post Office may give you.

Please notify us immediately upon receiving your box of any faults. We will ask for ALL faulty goods to be returned for inspection.

If your parcel should not arrive please allow 15 days before contacting us but please notify us within 21 days. We will be unable to meet any claims for non-receipt of goods after this time has elapsed.

By purchasing from us you agree to be included on our email mailing list. We only email with regard to our own items. If you do not wish to receive emails on our products, please confirm this during the checkout process. You will be given the opportunity whenever we mail to remove your name from our mailing list.

Sarah Grace London is a registered trademark. All associated artwork is copyright of Sarah Grace London Ltd.

It is PROHIBITED for any images to be downloaded from this site and reused in any other medium, without our express written agreement having been secured first from Sarah Grace London Ltd.