Contact information

Contact terms

Email is how we work. Write to support@sarcenet.uk, or use the form above: it arrives in the same inbox. We do not take orders or enquiries by telephone or social media, so an email is always the fastest route to an answer.

When we reply

We answer within two working days, Monday to Friday, excluding UK bank holidays. If your message arrives at the weekend, it is answered on the next working day. If two working days pass with no reply, please write again: it means the message did not reach us.

What to put in your message

• Your order number, if your message is about an order. It is in your confirmation email and it is what lets us find you at once.
• The email address you ordered with, if it differs from the one you are writing from.
• Photographs, if an item arrived damaged, faulty or different from what you ordered. A clear photograph of the item and of the problem settles the matter in one exchange rather than three.

Changing or cancelling an order

Write to us as soon as you can. If the order has not yet been processed, we will try to change or cancel it. Once it has gone to the supplier for dispatch we cannot guarantee that, but your statutory rights are unaffected: for most online purchases you may cancel within 14 days of receiving the goods by telling us by email, and we will then send you the return instructions. Please do not send anything back before writing to us, because returns sent without instructions can go astray.

Something wrong with your order

If an item is faulty, damaged, incorrect or not as described, email us with your order number and photographs. We will put it right in line with your consumer rights, which may mean a replacement, a repair or a refund. Nothing on this page reduces the rights you have under UK consumer law.

Who you are writing to

Sarcenet
London SE22 8DL, United Kingdom
support@sarcenet.uk

Your details

We use what you send us only to answer your message and to deal with your order. We do not sell your personal information. There is more in our Privacy Policy.