Frequently Asked Questions

Shipping & Delivery

How long does shipping take?

Most orders are prepared and dispatched within 1–2 business days. From there, delivery typically takes 3–7 business days depending on where you are — putting the total at roughly 4–9 business days. You'll find everything laid out in our Shipping Policy.

Do you offer free shipping?

Yes — standard shipping is free on every UK order, with no minimum spend needed.

Do you ship internationally?

For now, Sarleno delivers within the United Kingdom only. We don't offer international shipping just yet.

Can I track my order?

Absolutely. When your order is dispatched, we'll send a confirmation email with a tracking number and a link so you can watch it make its way to you.

Returns & Refunds

What is your return policy?

You're welcome to return eligible items within 30 days of delivery, as long as they are:

Unworn and unused
In their original condition
Back in their original packaging

Our Refund Policy has the complete rundown.

What if my item arrives damaged or defective?

If something turns up damaged, faulty, or incorrect, email us at contact@sarleno.com with:

Your order number
Clear photos of the item and its packaging

We'll take a look and arrange a replacement, store credit, or refund — with the shipping costs on us in these cases.

When will I receive my refund?

After your return arrives and is approved, we issue refunds within 7 business days. Your bank or payment provider may then need a little longer to show the money in your account.

Do you charge restocking fees?

Never. There are no restocking fees on any return.

Exchanges & Order Changes

Can I exchange an item?

Yes — you can swap for a different size, colour, or product. Just reach out to our support team to get the exchange going. We'll need the original item back before the replacement heads out.

Can I cancel my order?

Orders can be cancelled right up until they're dispatched. After that, cancellation isn't possible, so you'd follow our return process instead.

Can I change my order after placing it?

Any changes need to happen before dispatch. If something needs updating, get in touch as quickly as you can at contact@sarleno.com. Once it's shipped, we're no longer able to make changes.

Payments & Security

What payment methods do you accept?

You can pay with Shop Pay, Google Pay, or Apple Pay, or with Visa, Mastercard, and Maestro. The options open to you appear at checkout. Full details are in our Payment Policy.

Is my payment information secure?

Yes. Every transaction is protected with SSL encryption and meets PCI DSS security standards, and your full card details are never kept on our servers.

Products & Sizing

How do I choose the right size?

Not sure about sizing? Drop our support team a message before you order and we'll help you land on the right fit.

What if an item is out of stock?

Sold-out items are clearly marked on the site. Where it's available, you can sign up for a restock notification on the product page and we'll let you know when it's back.