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General Interest

Delivery, Refunds and Returns

Dispatch and Delivery

We deliver from our warehouse located in Beauvais, France. Orders placed before 11 a.m. GMT Monday - Friday (except French national holidays) will be processed and dispatched the same day. Orders placed after 11 a.m., during the weekends, or on French national holidays will be processed the following working day.

Delivery conditions

  • Sarenza delivers only to UK mainland postcodes including the Isle of Wight. Standard delivery via Hermes is completely free, and express delivery via UPS incurs an £8.00 delivery charge.
  • Free delivery time is 5-7 working days from the moment the order is confirmed (except in the event of a natural disaster or force majeure beyond the control of Sarenza, in which case the delivery could be delayed).
  • Express delivery costs £8.00 per order, and the delivery time is 24-48 hours from the moment the order is confirmed (except in the event of a natural disaster or force majeure beyond the control of Sarenza, in which case the delivery could be delayed).
  • In the event that the courier is unable to deliver the parcel after two delivery attempts, the parcel will be returned to Sarenza and the order refunded (unless the customer contacts the courier company directly).

2014 French holidays are: January 1, April 21, May 1, May 8, May 29, June 9, July 14, August 15, November 1, November 11, and December 25. Orders will not be prepared on these dates.
Contesting delivery
Customers have the right to contest the delivery of a parcel marked as "delivered" for a period of 15 days following the delivery date shown in the Hermes or UPS tracking information. To contest a delivery, the customer should contact Sarenza directly with the concerned order number and tracking information. He or she will be asked to provide a copy of a photo ID as well as a sworn statement describing the nature of the problem. Customers will then be refunded and a case will be opened with the courier company.  


Sarenza offers FREE returns for up to 100 days after the original order date, provided that the return meets the conditions stated in the paragraph below. All returns must follow the procedure described in the FAQ section.

Conditions of return

The product(s) returned must be new, unused and in the perfectly intact original box. The customer must retain the proof of postage of the package given to him by the Collect+ store assistant. If the package is lost, no refund will be given without the proof of postage.

Product condition

All returned products (shoes, original packaging, accessories, instructions etc.) must be sent back completely intact. On receipt of the package, Sarenza will judge whether the goods are in perfect condition. No returns will be accepted if the returned products have been visibly used or damaged by the customer and if this use or damage has rendered the products unsuitable for sale. If the return is refused by Sarenza, the products will then be returned to the customer at Sarenza's expense. The customer may not demand any compensation nor is he entitled to any refund, unless he subsequently exercises his warranty rights for sold goods.


Sarenza will refund returned products within 15 working days (weekends and holidays excluded) after the parcel has been dropped off at a Collect+ store. This refund is subject to a proof of deposit (Collect+ receipt) and to the above return conditions. Customers using express delivery will be refunded the cost of the item, but not the £8.00 express delivery fee.

You can reach our customer service team via email at the address