Refunds and returns

How do I return or exchange an item?

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 "Account" at the top right of the page, then select "Return or exchange an item"
  • 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 exchanging an item, 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 to 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 and unworn.

- Try your shoes on a clean and smooth surface for the time needed for fitting.
- For clothes: try the goods only to make sure the size is right for you, as you would in the store.

Items tested to verify size or compliance are not considered worn.
For hygiene reasons, try underwear over your own underwear.

Warning: the return of socks and tights where the bag has been opened can not be accepted

If your return presents a fitting that doesnt conform, the return may be refused.

Group the items to be returned in a single box of packaging (you can reuse the original carton).

You can exchange any item that does not suit you within 100 days from the date of shipment of the item and not the date of receipt because we do not have this information. The items that you wish to exchange must be new and unworn. You can exchange them for items of the same make and same model, in a different size or colour. If the returned items were on sale or if you used a promotional code when validating your first order, you will receive the same discount for your exchange order.

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 14 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 30 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 and unworn. Under the Distance Selling Regulations, the Customer has a legal cooling-off period of 14 working days* to cancel the contract without providing a reason.

Do I have to pay to return items?

No, all returns are free! We just ask that the items are new and unworn.

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 14 working days*. 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 :(

I’ve changed my mind/made a mistake when requesting my return. What should I do?

Please call us at 0161 250 0820 or send us an e-mail at so that we can process the information. Thank you!

Haven't found the answer to your question? Our Customer Service Team are here to help!

Contact Us