Delivery, Returns & Refunds

COVID-19 Delivery Terms & Conditions Update

Due to the national lockdown we are unable to deliver any orders until after 17 April 2020. Although a bra/ swimwear are a very important items, they are unfortunately not classified as essential items that can be transported via courier partners at this time.  Rest assured your orders are safe. If the item ordered is in stock it will be sent out at the earliest date, 17 April. If the item needs to come from our overseas suppliers then the time frame will be slightly longer and we will keep you updated. Many of our suppliers are also experiencing lockdown situations or operating on skeleton staff. Please be assured that we will be doing our best to get your orders to you as soon as we possibly can.

At this time no returns or exchanges can be handled and will be processed once lock down has been lifted.

The below is our normal terms and conditions once the lock down has been lifted.

We are an online retailer and deliver nationwide. Our aim is to get your purchases to you as quickly and safely as possible. To ensure a great shopping experience, standard courier to main centres or delivery to a local shop using Pargo for regional deliveries is FREE to our customers that spend R1000 or more. If we have stock you can expect your delivery within 5 working days from placing your order.

There are some items that we do have to import and this may take a little longer. Please be patient, these gorgeous bras are worth the wait. We aim to keep you informed throughout the order process and will advise delivery timeframes. Please be assured we are working to get your order to you as quickly as we can. If you choose to have items delivered via registered post, your order may take longer to get to you.

In the case of multiple products in one order, we will only dispatch for delivery once all products are available. If there is a problem with your order, we will contact you via telephone or email.

Our delivery options are outlined below and at checkout:

Our gift to you: FREE delivery* – Orders R1000 or more

For our standard delivery our courier service operates in normal working hours. It is advisable that you are available to receive your goods or make sure that someone else is able to sign on your behalf. We encourage working customers to use your place of business, where possible, as a delivery address.

It is very important to note that if there are any special delivery instructions, these need to be clearly outlined in the comments box during check out.

REQUIRED DETAILS

• A contact telephone number – in case there is a problem when delivering.
• A full, detailed physical address. Please include any special instructions in the comment field during checkout.

UNABLE TO DELIVER

Should your package not be able to be delivered, our courier will make a second attempt. If it is still unsuccessful, we will attempt to contact you via phone or email to make delivery arrangements. If we are unable to reach you and the package can still not be delivered (and we have made every reasonable effort to contact you), your order will be returned to our stock. You will be refunded the purchase amount minus R100 for admin costs.

PLEASE NOTE: We take no responsibility for misdirected or delayed door-to-door deliveries due to incorrect information.

Unforeseen circumastances

We try to make sure delivery is as seamless and convenient as possible. However, infrequently situations arise that we have to deal with regarding the safe delivery of your package.

Should your delivery be outside or different to the delivery option you have chosen. We will contact you and let you know what the differences in the delivery costs are. For example, although an area might technically be within a city limit, our courier company classifies it as a “high risk” area. It is important to note that your package will not be released until the outstanding amount has been paid. If you are not happy with this you can request a refund. The refund amount will be paid back less the bank charges (if any) and done within 7 working days.

Please contact us if you are not sure of the choice of delivery option that you should be choosing.

At Sarah Elizabeth customer satisfaction is extremely important and we hope that you always enjoy a great shopping experience with us. If, for whatever reason, you are unhappy with your purchase or it doesn’t fit, contact us so that we can assist you arrange an exchange or a refund.

To take advantage of our FREE returns policy, ensure that you contact us within 7 days of receiving your order.

You can either call us on

+27 (0) 84 894 4676 or

email: [email protected]

Please return the items to us unworn, with the labels intact. You are welcome to carefully try garments on to determine if they fit but please note that all items need to be in original conditions and have their tags still attached to the garment.

If you are exchanging an item because the item doesn’t fit and unsure of the correct size please contact us so that we can assist you.

How does the returns process work?

Step 1: Notify us

Call us within 5 days of receiving your order to notify us that you will be returning or exchanging items.

Either call  +27 (0) 84 894 4676 or email us [email protected]  to tell us what you are returning and the quantity. If you would like to exchange, we can help you find the right size. Please ensure you give us your order number and contact telephone number to keep you updated during the return/ exchange process.

Step 2: Returning

Once you have notified us we will instruct you where your closest drop off point is that will facilitate your returns. Please make sure this is dropped off within 3-10 days. We use a company called Pargo to facilitate our returns. They use local shops like clicks (etc) as their collection points.  If you are exchanging, we will courier  your replacement order back to your allocated address or use Pargo.

If you are not able to facilitate a courier return collection, please return the items through the post office using the tracking facility. Please make sure that you include your order number and contact details and email us on [email protected] or contact us on +27 (0) 84 894 4676.

If your order was posted to you please return items to the following address, via registered post.

Sarah Elizabeth Returns

Postnet Suite 286

Private Bag x 0001

Ballito

4420

Ref: Your Order Number

Return the item in its original packaging or alternative packaging that protects the garments. Please ensure that you make us aware of the tracking number so that, in case there are any problems, we can track the package.

CONDITIONS FOR RETURNS

• To take advantage of FREE returns contact us that you would like to exchange/ return items within 7 days of your goods being delivered to you.
• Goods must be in original state and in a re-sellable condition. Any garment that is returned cannot be worn, damaged, marked or stained.
• Sarah Elizabeth can accept items with their original labels, still attached to the garment.
• All sale items are non-refundable.
• For hygiene purposes we cannot exchange any panties, thongs, briefs or shorts.
• Return the item in its original packaging or alternative packaging that protects the garment. Please ensure that it is of an adequate size and strength to protect the items you are sending. We cannot accept goods that have been damaged in your care or during transit back to our offices.

We aim to refund your money as soon as possible once we have received and processed your returned parcel; this is normally within 10 working days. If, however, there is a problem with the state of the returned goods, it may take longer to resolve and one of our customer services team will be in contact with you.

If you made an EFT payment, the money will be refunded to the bank account linked to you payment. Unfortunately, if you paid using Payfast, we cannot refund directly to the credit or debit card used. We will contact you directly to process the refund into your specified bank account.

If you have received a gift and you would like to return it for a refund, the person who originally made the purchase will receive the refund. Should this cause you any inconvenience we apologise.

At any stage if you are unsure of the process or need assistance, please don’t hesitate to contact us.