FAQ
Frequently Asked Questions
Welcome to the Sarcenet Store FAQ.
Here you can find answers to the most common questions about orders, delivery, tracking, payments, returns and international shipping.
Where does Sarcenet Store ship from?
Sarcenet Store works with carefully selected suppliers and fulfilment partners located in the United Kingdom, Europe, United States and Asia.
Depending on the product you order and stock availability, your purchase may be dispatched directly from one of our international fulfilment partners to your delivery address.
This allows us to offer a wider selection of products while maintaining competitive prices and quality standards.
How long does delivery take?
Our estimated delivery time is generally 10 to 25 working days after your order has been processed and dispatched.
Delivery times may vary depending on your location, the fulfilment centre, the delivery carrier, customs procedures, public holidays and other circumstances outside our reasonable control.
How long does it take to process my order?
Orders are processed after payment has been successfully confirmed.
Your order will then be prepared for dispatch by the relevant supplier or fulfilment partner.
In most cases, tracking information becomes available within 5 to 10 working days after your order has been confirmed.
How can I track my order?
Once your tracking information becomes available, we will send the tracking number to the email address provided during checkout.
You can use this number to follow the progress of your delivery.
Please note that it may take a few days after receiving your tracking number before the carrier's system begins displaying detailed updates.
Why hasn't my tracking information updated?
Tracking information does not always update in real time.
During international transportation, your parcel may travel between logistics facilities or countries without receiving a new tracking scan.
This does not necessarily mean that your parcel has stopped moving.
If there has been no update for an unusually long period, please contact us and we will review the shipment with our logistics partner.
Will all my products arrive together?
Not necessarily.
If your order contains multiple products, they may be fulfilled from different warehouses or suppliers.
As a result, your items may arrive in separate packages and on different dates.
You may also receive more than one tracking number for the same order.
There is no need to worry if one item arrives before another.
Do you ship throughout the United Kingdom?
Yes. Sarcenet Store delivers to customers across the United Kingdom where delivery services are available.
Delivery times may vary for certain remote locations, islands or areas requiring additional carrier services.
Do you offer international delivery?
Availability of international delivery depends on the destination and product.
If delivery to your country is available, the relevant shipping options will normally appear during checkout.
Will I have to pay customs duties or import taxes?
Some products may be dispatched from outside the United Kingdom and may therefore be subject to customs procedures.
Taxes, VAT, customs duties or other import charges may apply depending on the value, type and origin of the goods and the applicable UK regulations.
Where applicable taxes have already been collected during checkout, Sarcenet Store will not intentionally charge them again.
Any additional legitimate charges imposed by customs authorities or delivery carriers will be handled according to the applicable import and shipping arrangements for your order.
What happens if my order is delayed by customs?
International parcels may occasionally be held for customs inspection or processing.
Unfortunately, customs procedures are outside our direct control and may extend the delivery time.
Please continue monitoring your tracking information. If the delay becomes unusual, contact us and we will assist you with the information available to us.
What happens if my order never arrives?
If your order has exceeded the expected delivery period, please check your tracking information first.
If the carrier cannot locate your parcel, contact Sarcenet Store.
We will investigate the shipment with our supplier and logistics partners.
If the parcel is confirmed as lost or cannot be delivered due to a verified logistical issue, we will provide an appropriate solution, which may include a replacement or full refund.
Can I change my delivery address after placing an order?
If you notice an error in your delivery information, contact us as soon as possible.
We will attempt to update your details before the order is processed.
However, once your order has been dispatched, we cannot guarantee that the delivery address can be changed.
Customers are responsible for providing complete and accurate delivery information during checkout.
Can I cancel my order?
If your order has not yet been processed or dispatched, please contact us as soon as possible and we will attempt to cancel it.
If the order has already entered the fulfilment or shipping process, immediate cancellation may no longer be possible.
This does not affect any cancellation or return rights you may have under applicable UK consumer law.
Can I return an item if I change my mind?
For eligible online purchases, you may notify us that you wish to cancel and return your purchase within 14 days of receiving the goods, subject to applicable exclusions and UK consumer law.
After notifying us, please follow the return instructions provided by our customer service team.
Products should be returned in appropriate condition and with the original packaging, labels and accessories where reasonably possible.
Certain products may be excluded from change-of-mind returns where permitted by law, including some personalised, perishable or hygiene-sensitive products.
Please see our Returns & Refunds Policy for full details.
Who pays for return shipping?
For eligible change-of-mind returns, the customer may be responsible for the cost of returning the product where permitted by law and where this has been communicated before purchase.
If an item is faulty, damaged, incorrect or not as described, different rules may apply and your statutory consumer rights remain unaffected.
Please contact us before returning any product so that we can provide the appropriate instructions.
What should I do if I receive a damaged or faulty product?
Please contact us as soon as possible and provide:
Your order number, a description of the issue, and clear photographs or videos showing the product and the problem.
We will review the information and provide an appropriate solution in accordance with your consumer rights.
Depending on the circumstances, this may include a replacement, repair or refund.
What if I receive the wrong product?
If you receive an item that is different from what you ordered, please contact us with your order number and photographs of the item received.
Once the issue has been verified, we will arrange an appropriate resolution at no additional cost to you where required.
How will I receive my refund?
Approved refunds will normally be issued to the original payment method used when placing the order.
Processing times may vary depending on your bank, card issuer or payment provider.
Once we have processed your refund, it may take additional time before the amount appears in your account.
What payment methods do you accept?
The payment methods available to you will be displayed securely during checkout.
Availability may vary depending on your location and the payment providers currently supported by Sarcenet Store.
Is my payment information secure?
We use secure payment processing services to handle transactions.
Full credit or debit card information is processed by the relevant payment provider and is not intended to be stored directly by Sarcenet Store.
Please see our Privacy Policy for more information about how we handle personal information.
Is my personal information protected?
Yes.
Sarcenet Store is committed to protecting your privacy and handling personal information responsibly and in accordance with applicable UK data protection requirements.
We do not sell your personal information.
For more information about how your data is collected, processed and protected, please read our Privacy Policy.
Why is my parcel coming from another country?
Sarcenet Store works with an international network of suppliers and fulfilment partners.
Some products are therefore dispatched directly from the location where they are stocked rather than being shipped through a single central warehouse.
This helps us offer a broader range of products while operating an efficient international fulfilment network.
Are the products inspected before shipping?
We carefully select our suppliers and expect our fulfilment partners to follow appropriate quality and order-processing standards.
If you nevertheless receive a defective, damaged or incorrect product, please contact us so that we can resolve the issue.
What happens if I order the wrong size?
Please review the size information available on the product page before placing your order.
If you receive the size you ordered but later decide that another size would be more suitable, please contact us and review our Returns & Refunds Policy to determine whether the item is eligible for return or exchange.
How can I contact Sarcenet Store?
If you have a question that has not been answered here, our customer service team will be happy to assist you.
Please contact us using the contact information available on our Contact Us page.
When contacting us about an existing purchase, please include your order number so that we can assist you more efficiently.
Sarcenet Store — Thoughtfully selected products, delivered to you wherever the journey begins.