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General Interest

FAQ

Ordering

How long before my order is dispatched?

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. 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.

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 our dispatch site.

When is my parcel sent?

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. 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 automatised. There’s almost no human intervention in this process, except to put the parcels on palettes. Once an order is transferred from eBay to our system, it will be dispatched with the information you provided eBay. If the address you provided eBay is wrong, you should immediately send a message with your actual address to Sarenza eBay customer service. In some rare cases, depending on the timing, we might be able to change the address. However, we unfortunately cannot guarantee this

The products

What is the quality of the items?

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. All the items we sell undergo extensive quality control procedures. However if you are not satisfied with an item for any reason, you can return it to us using the returns procedure detailed on the website. Returns are 100% free if you choose our free returns service via Collect+.

Refunds and returns

How do I return goods?

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 and 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 to us:

  • Make sure you have not worn the shoes except for trying them on at home. We will not refunded worn items, sorry :)!
  • Send an email to our customer service team at ebay@sarenza.co.uk clearly stating your name, surname and the email address you provided to eBay.
  • You will then receive a return slip. Print it out and use the label with its instructions to prepare your parcel. Place the shoe box and its contents inside an additional box to protect them, and stick the top half of the return label onto the package and place the bottom half of the return label inside the package.
  • Take your parcel to the Collect+ store you have chosen. Locate a Collect+ store near your home on www.collectplus.co.uk .
  • The store assistant will ask you to sign for the item, they will scan it and store it securely until a driver collects it. You will be given a receipt with a tracking code to track it online. You must keep this receipt safe.
  • You will be refunded upon reception of your item at our warehouse, provided that the return is approved by our quality team and meets the criteria specified in our terms and conditions. It might take up to 15 working days (3 full weeks) in between the day you hand your parcel at a Collect+ point and the moment we receive it. 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 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?

When you order from Sarenza, you have 100 days from the order date to return any items to us. 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+. There's nothing to pay. 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. 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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