Refund policy

Our Promise to You

Here at Sarleno, we take pride in the quality of everything we sell and want you to be genuinely happy with your order. If something isn't right when it arrives, returning or exchanging it is quick and stress-free — here's exactly how it works.

Defective, Damaged, or Incorrect Orders

Received something faulty, damaged on its way to you, or simply not what you ordered? Let us know within 30 days of delivery at contact@sarleno.com, quoting your order number and attaching clear photos of the problem.

In situations like these we'll happily arrange a replacement, store credit, or a full refund — whichever suits you best — and we'll cover the original postage as well. No restocking fees apply. You'll only be asked to cover return postage where an item is sent back for a reason unrelated to a fault or a mistake on our side.

Standard 30-Day Returns

Simply changed your mind? Not a problem. Eligible items can come back to us within 30 days of the date you received them, as long as they are:

Unworn and unused
Still in their original condition
Returned in the packaging they arrived in

Please write your order number clearly on the outside of the return parcel. For standard returns, return postage is covered by you, and the original delivery charge cannot be refunded. For delivery details, see our Shipping Policy.

Once your item reaches us and has been checked over, refunds are usually issued within 7 business days. Do bear in mind that your bank or card provider may need a little extra time to show the funds in your account.

Exchanges

Looking to swap an item for a different size, colour, or product? Get in touch with our customer service team and we'll talk you through the exchange from beginning to end.

No Restocking Fees

We don't apply restocking fees of any kind. Return an eligible item and you'll be refunded the full price you paid for it.

Returns We're Unable to Accept

There are a couple of cases where a return can't be processed:

The parcel arrives without a valid order reference number
The item is no longer in the returnable condition described above

Starting Your Return

Before posting anything back to us, please get in touch at contact@sarleno.com so we can issue return authorisation and instructions. This helps us keep track of your parcel and speed your refund along.

How Your Refund Is Handled

Once we've received and inspected your return, we'll let you know whether it has been approved. Approved refunds are credited back to your original payment method within 7 business days, though the exact timing can depend on your financial institution.