Refunds and returns
How do I make a return/exchange?
At Sarenza, all returns are free! To send back an item, just follow these simple steps:
1 . Log in to your Sarenza account with your e-mail address and password.
2 . Click "My account" at the top right of the page, then select "See my orders and make a return"
3. Tick the box for the item you'd like to send back, and click "Make an exchange or a return"
4. Select the reason for your return and click "Continue." If making an exchange, you will be able to select a replacement item.
5. After confirming your address, you will be able to print your prepaid return label by clicking the button on the return confirmation page
Once you have your return label, please attach it to the outside of your parcel. We do ask that you place the shoe box inside a second box before returning the parcel to us.
Then, you can take your parcel to your nearest Collect+ point. Check the Collect+ website for the location nearest you. The store assistant should give you a receipt with tracking information-please keep this safe! We'll need the tracking number in the unlikely event that your parcel is misrouted on its way back to us.
We're happy to accept returned items that are new, unworn, and in the original box with all packaging intact.
How long does it take to get a refund?
You will receive an automatic refund once we receive your return parcel back at our warehouse and our quality team inspects the returned items. As long as your return meets the above conditions, you will receive your refund within 15 working days (weekends and holidays not included) from the time you send back the items. The refund will be made by re-crediting your account of the corresponding transaction, whether you paid by credit card or via PayPal.
How long do I have to return items?
Sarenza offers a period of 100 days to return or exchange an item after it’s been delivered. We are happy to accept returns for any reason, as long as the items are new, unworn, and in the original box with all packaging intact.
How do I get a refund?
If you simply send your item back to us, your refund will be made as soon as possible upon reception of your item at our warehouse, which could take up to 15 working days (3 full weeks). The refund will be made by re-crediting your account of the corresponding transaction, whether you paid by credit card or via PayPal.
Am I required to use Collect+ for returns?
No, but please be advised that sending your parcel back through the post could result in a longer processing time for your refund, and Sarenza cannot cover the cost for returns not made via Collect+. We strongly recommend following our free returns procedure to ensure that we can track your parcel all the way back to our warehouse in France. Parcels returned via Royal Mail are frequently not forwarded to France correctly, meaning that the parcel gets lost and we are not able to issue the refund :(