Returns policy

Return & Refund Policy — Sarah Louise Silk

This Return & Refund Policy applies to all purchases made through Sarah Louise Silk. This policy is for protection of our interests (both you the customer and us) and we look forward to your continued business. 

1. Right of Withdrawal (14 Days)

Customers have the right to withdraw from their purchase within 14 days of receiving the item, in accordance with EU and Norwegian consumer regulations.

To exercise this right, you must:

  • Notify us in writing within 14 days (you can also email: sarah@sarahlouisedesigns.com)

  • Return the item in, damaged or marked and therefore substantially the same condition as received

  • Cover the return shipping cost, unless otherwise agreed, for disputes email use email as stated above. 

The right of withdrawal does not apply to:

  • Items that cannot be returned for hygiene reasons if the seal has been broken

  • Custom-made or personalised items

2. Return Conditions

To be eligible for a return, the item must:

  • Be unused and in its original condition

  • Include all labels, tags, and packaging

  • Be free from damage, stains, or odours

We strongly recommend using a tracked return shipping method, as you are responsible for the item until it arrives with us.

3. Refunds

Once your return is received and approved, your refund will be processed within 7–14 business days.

Refunds will be issued to the original payment method used at checkout.

Please note:

  • Shipping fees are not refundable

  • Customs duties, VAT, and import charges are not refunded by us (please contact your local customs office for reimbursement)

4. Exchanges

If you would like to exchange an item (size, colour, style):

  1. Email us with your request (sarah@sarahlouisedesigns.com)

  2. Return the original item

  3. Place a new order once your return has been processed

This ensures faster handling and helps prevent the desired item from selling out and gets your exchange in line faster.

5. Damaged or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours with:

  • Your order number

  • Photos of the item and packaging

  • A brief description of the issue

We will resolve the situation by offering either:

  • A replacement

  • A partial refund

  • A full refund

Depending on the circumstances. We endevour to keep your custom and will do our best to come to a fair and reasonable outcome. 

6. International Returns (outside Norway)

International customers are responsible for:

  • Return shipping costs

  • Any customs or import fees

Please mark the parcel clearly as “Returned Goods” to avoid unnecessary charges.

7. How to Return an Item

  1. Email us at sarah@sarahlouisedesigns.com to initiate the return

  2. Carefully pack the item, including your order number

  3. Ship to the return address provided by through email.

  4. Keep your tracking receipt until your refund or exchange is confirmed

8. Contact Information

For questions regarding returns or refunds, please contact us:
📧 sarah@sarahlouisesilk.com