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General Interest

FAQ

Ordering

How long before my order is dispatched?

Orders placed before 12 noon GMT Monday - Friday (except French national holidays) will be dispatched the same day. Orders placed after 12 noon, during the weekends, or on French national holidays will be processed the following working day. Dispatch is subject to payment confirmation.

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.

How can I pay?

You can pay via PayPal.

I made a mistake with my order. Can you cancel/change it?

Unfortunately not. Because express dispatch is one of our top priorities at Sarenza, we are not able to make any modifications to an order once it's been confirmed, including changes to the delivery address. We dispatch thousands of items daily from our warehouse, and the process is completely automated. Therefore, it is impossible for us to isolate one order, sorry! Please make sure that all of your information is correct before placing an order.

Delivery

Where do you deliver from?

Our warehouse is located in Beauvais, France.

Where do you deliver?

We deliver exclusively to UK Mainland postcodes (Isle of Wight included). This excludes Scilly Islands, Channel Islands, Isle of Man, Oakney Islands, and Outer Hebrides.

When will I receive my order?

Sarenza offers two different delivery options: regular FREE delivery via Hermes and EXPRESS delivery via UPS. Free delivery takes approximately 5 – 7 working days, and express delivery takes approximately 1 – 2 working days.

What is the delivery rate?

There is an £8.00 charge for express delivery. Standard delivery is completely free!

How can I track my order?

At the moment your order is dispatched, you will receive an e-mail with a link that enables you to track your order through UPS for EXPRESS delivery or Hermes for FREE delivery (check your spam box if you do not receive this e-mail). If your parcel takes more than 7 working days to arrive for standard delivery or more than 3 working days to arrive for express delivery, please contact us and we'll investigate to locate your parcel.

What happens if I am not home at the time of the delivery?

If you are not home at the time of the delivery, the delivery person may ask one of your neighbours or housemates to sign for the parcel. If no one else is available, you should receive a call card to arrange a convenient delivery date. If you do not respond to the call card within 5 working days, the courier will return the parcel to us and you will be refunded.

When is my parcel sent?

Orders placed before 12 noon GMT Monday - Friday (except French national holidays) will be dispatched the same day. Orders placed after 12 noon, during the weekends, or on French national holidays will be processed the following working day. Dispatch is subject to payment confirmation. We only deliver to UK Mainland postcodes (the Isle of Wight is included).

My address in eBay is wrong, what should I do?

Please note that in order to be as quick and efficient as possible, our dispatching process is completely automated. Once an order is transferred from eBay to our system, it will be dispatched with the information you provided eBay.

Items

Are Sarenza items authentic? 

We take great care in selecting the items we offer to our customers. At the Sarenza eBay Store, you'll find a huge number of brands renowned for their trustworthiness and high-quality items. We purchase all of our shoes and bags directly from the brands themselves, so all items are 100% authentic.

Refunds and returns

How do I return an item?

Returns are always free (as long as you use Collect+), and you may return your item to us for whatever reason. We only ask that returned items are new, unworn, and in their original box with all packaging intact. Thanks to the Collect+ network of over 4,500 corner shops nationwide, returning a parcel has never been so easy!

Here are the steps you should follow to return your item:

  • Make sure you have not worn the shoes except for trying them on at home. We will not refunded worn items, sorry :)!
  • E-mail us at ebay@sarenza.co.uk with your eBay ID, items you'd like to return, and the e-mail address linked to your eBay account.
  • We will then send your prepaid return label via e-mail. Print it out and use the label with its instructions to prepare your parcel. Please place the shoe box inside an additional box to protect the packaging.
  • Take your parcel to any Collect+ point. You can find a Collect+ store near your home on www.collectplus.co.uk .
  • The store assistant should ask you to sign for the item and give you a receipt with a tracking code. Please keep this safe, just in case there's a delay with your return.
  • You should receive your refund within 15 working days, the time it takes for the returned parcel to reach our warehouse in France and for our quality team to inspect the returned items. You will be refunded on your PayPal account. In case of a late refund, please contact our customer service via this email address (ebay@sarenza.co.uk), they will do their best to help you! If you do not use our free returns service, please be aware that the refund process could take up to six weeks.
When will I receive my refund?

Refunds are processed within 15 working days (weekends and holidays excluded) after the parcel has been dropped off at a Collect+ location. Refunds are subject to proof of deposit (Collect+ receipt) and the return conditions specified in our terms and conditions.

Will I receive a refund for the express delivery fee?

Customers using express delivery will be refunded the cost of the item, but not the £8.00 express delivery fee.

How long do I have to return items?

You have 100 days from the order date to return an item. The only thing we ask is that the items are unused and in their original packaging.

I've changed my mind or I made a mistake in my return request form. What should I do?

Please send us an e-mail at ebay@sarenza.co.uk, our team will be happy to help! Our customer service department is open on weekdays from 9am to 5pm.

Do I have to pay to return items?

No, returns are totally free of charge when you use our free returns service via Collect+. All we ask is that the items returned are unused and in their original box with all packaging intact. If you wish to return an item please follow the detailed procedure you will find in this FAQ section.

How do I get a refund?

You must send your items back to us, you will be refunded upon reception of your item at our warehouse, which might take up to 15 working days (3 full weeks). You will be refunded on your PayPal account. In case of a late refund, please contact our customer service via this email address ebay@sarenza.co.uk. If you do not use our free returns service, please be aware that the refund process could take up to six weeks.

Can I exchange an item?

We are unfortunately unable to process exchanges at this time due to technical restraints. If you wish to exchange an item, please return the item you had originally ordered and make a second order.

Privacy policy

How is the personal information from my account used?

Your personal information is used solely in the context of your commercial dealings with Sarenza. It is never shared with third parties or other retailers. Sarenza is registered with CNIL, the French data protection authority, under numbers 1094140 and 1094139. This registration represents Sarenza's commitment to abide by the law of 6 January 1978 on data processing, data files and individual liberties. In accordance with this law, you have the right to view and modify your own personal data.

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