Return & Refund Policy

We want you to shop with confidence at Sarah Express. This policy explains order cancellations, issue reporting, returns, and refunds.

Fast Order Processing & Cancellations

To help get your order to you as quickly as possible, we begin fulfillment shortly after your order is confirmed. This may include reserving your items, preparing the shipment, and creating a shipping label almost immediately.

Once your order shows In Progress, Processing, or has entered fulfillment, we may no longer be able to stop or cancel it.

If you need to request a cancellation, contact us as soon as possible at support@sarahexpress.com with your order number. We will make a reasonable effort to stop the order when it is still operationally possible.

Customer-facing order and tracking information may occasionally update later than the actual fulfillment process. An order may already be in fulfillment or transit while your account still shows an earlier status or while detailed tracking is not yet available. Tracking, shipment, carrier-handoff, or delivery notifications may take up to 24–48 hours to synchronize in some cases.

Cancellation eligibility is based on the actual fulfillment status of the order, not only the status displayed in your account or tracking page. A missing tracking number or delayed tracking update does not necessarily mean the order can still be cancelled.

A cancellation is confirmed only after Sarah Express verifies that fulfillment has been successfully stopped. If the order can no longer be stopped, it will continue to delivery.

Approved Cancellation Refunds

If a standard order is successfully cancelled before fulfillment progresses too far, the eligible amount will generally be refunded to the original payment method.

For an approved customer-requested cancellation of an order associated with a Shop Campaign or qualifying promotional acquisition offer, the eligible amount may be issued as Sarah Express Store Credit, where permitted by law. Campaign and customer-acquisition costs may remain payable by Sarah Express even when an order is later cancelled.

If Sarah Express is unable to fulfill your order, or applicable law requires a refund to the original payment method, we will provide the required refund method and will not substitute Store Credit where doing so is not permitted.

7-Day Issue Reporting Window

Our 7-day window applies to problems with the item you received, not to change-of-mind or customer-selection returns.

Please contact us within 7 days of the actual delivery date if:

• The item arrives damaged or defective; or
• Sarah Express sends a product, size, color, or variant that does not match your confirmed order.

The reporting period is based on the actual delivery date, not the date a delayed tracking notification appears.

Change of Mind & Customer Selection

We do not accept returns or refunds solely because you changed your mind, no longer want the item, or selected the wrong product, size, color, or variant.

Please review the product details, measurements, size information, selected options, shipping information, and your order carefully before completing checkout. When the item delivered matches the item and options shown in your order confirmation, any selection error is the customer’s responsibility.

This is different from receiving an incorrect item. If Sarah Express sends an item or option that does not match your confirmed order, it is covered under the 7-Day Issue Reporting Window above.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery and include:

• Your order number
• Clear photos of the item
• Photos of the packaging where relevant
• A brief description of the issue

After reviewing the claim, we may provide an appropriate replacement at no additional cost or an eligible refund to the applicable original payment method.

Sarah Express will cover authorized return shipping when the item is damaged, defective, or incorrect. For qualifying low-value items, we may resolve the claim without requiring the item to be returned.

Promotional status does not reduce these protections.

Non-Returnable Items & Situations

• Change-of-mind purchases
• Customer selection errors, including ordering the wrong product, size, color, or variant
• Final sale or clearance items, unless damaged, defective, incorrect, or otherwise required by law
• Opened personal-care or hygiene products
• Items damaged through customer misuse
• Items that have been worn, washed, altered, or used beyond what is reasonably necessary to identify a qualifying issue
• Items sent back without prior return authorization

This section does not limit any rights or remedies required by applicable law.

Regional Consumer Rights

Nothing in this policy is intended to exclude or limit consumer rights that cannot legally be waived.

Where applicable law gives you a mandatory cooling-off, cancellation, withdrawal, warranty, or refund right, that legal right applies even if another part of this policy is more restrictive.

For example, eligible consumers in the United Kingdom and European Economic Area may generally have a statutory right to withdraw from qualifying online purchases within 14 days of delivery, subject to applicable legal exceptions. Where permitted by law, the customer may be responsible for return shipping for a statutory change-of-mind return if that responsibility was disclosed before purchase.

Our 7-Day Issue Reporting Window for damaged, defective, or Sarah Express incorrect items does not shorten any longer mandatory statutory right that applies to you.

International Orders

The same eligibility rules apply to international orders. Damaged, defective, or Sarah Express incorrect-item claims must be reported within 7 days of delivery. Change-of-mind and customer-selection returns are not accepted.

For an approved qualifying claim, we will provide instructions and determine the appropriate replacement, refund, or other resolution. Where an authorized physical return is required because of an error by Sarah Express, we will address the return-shipping arrangement with you.

How to Submit a Claim

Email support@sarahexpress.com with the subject: Return Request – Order #[your order number].

Please include your order number, the item involved, the reason for your request, and clear photos when the item is damaged, defective, or incorrect.

We normally respond within 1–2 business days with next steps. Please do not send an item back until you receive authorization. Unauthorized returns may be refused.

Refund Processing

When a physical return is required, inspection is normally completed within 2 business days of receipt. Approved refunds are normally processed within 3–5 business days after approval. Your bank or card issuer may require an additional 3–5 business days to post the refund.

You will receive confirmation when your refund has been processed.

No restocking fee is charged on eligible Sarah Express Store Credit resolutions.

Shop Cash & Sarah Express Store Credit

Shop Cash is handled through Shopify and is separate from Sarah Express Store Credit.

If an eligible refund is issued to the original payment methods, Shopify handles any applicable Shop Cash portion according to its refund rules. If an eligible amount is instead issued as Sarah Express Store Credit, that credit is issued by Sarah Express and is separate from the customer’s Shop Cash balance.

Exchanges

We do not offer direct exchanges for customer selection changes. Please review size, color, variant, and product information carefully before ordering.

If Sarah Express sends the wrong product, size, color, or variant, contact us within 7 days of delivery and we will handle it as an incorrect-item claim.

Contact Us

Email: support@sarahexpress.com
Phone: +1 234-345-0067
Address: Sarah Express, 1200 E Market Street, Suite 1243, Akron, OH 44305, United States
Contact Page: Contact Us

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