Refunds and returns
How do I return goods?
To make a return just follow these quick and easy steps.
1 . Log into your Sarenza account using your email address and password.
2 . Click on “Follow my orders” and then click on the underlined order number you wish to exchange or return.
3. Click on “Make and exchange or a return” on the bottom of the page.
4. Select the item(s) you wish to return and click continue
5. For every item, you will be able to state if you wish to return or exchange it, then click the continue button. If it’s an exchange, click complete my order.
6. Please take your parcel to your nearest Collect+ shop and these can be found on http://www.collectplus.co.uk. The store assistant will ask you to sign for the item, then they will scan it and store it securely until a driver collects it. You will be given a receipt with a tracking code to track it online. You must keep this receipt safely.
7. To print your return slip, please click “print my return label”. You can now open the file with Adobe Acrobat, and then print it out. You can then use the label with its instructions to prepare your parcel. Please stick the top half of the return label onto the package and place the bottom half of the return label inside the package.
8. Returned items must be new and unworn and in their original box with all packaging intact. The shoe box must be placed inside a second box before being returned to us.
How long do I have to return items?
When you order from Sarenza, you have 100 days from the date of receipt to return any items to us. The only thing we ask is that the items are unused and in their original packaging. Don't forget to fill in the return request form on the Sarenza website before sending anything back to us. This will speed up the refund process.
Note: Under the Distance Selling Regulations, you have a legal right to a cancellation period of 7 days. This means that you have only 7 days to return items purchased over the Internet. Sarenza has extended this period to 100 days.
Do I have to pay to return items?
No, returns are totally free of charge. There's nothing to pay. All we ask is that the items returned are unused and in their original box with all packaging intact, accompanied by the returns form printed from the website.
How do I get a refund?
You must send back your item to us, and your refund will be made between 1 and 2 weeks after your parcel is scanned into a Collect+ store. The refund will be made by recrediting your account of the corresponding transaction whether you paid by credit card or via PayPal.
Can I exchange an item?
In order to manage orders efficiently and guarantee first-class service levels, we can't offer direct exchanges.
You'll need to return the item you don't want and place a new order.