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DELIVERY AND RETURNS


We want you to be 100% happy with your S&G purchase but will gladly accept returns for a refund (via your original purchase method) or exchange provided they are unworn (including unmarked soles), they are returned in their original packing (with accompanying shoe bag), and they reach us within 28 days from the date you received them. If you are unable to send them back within this timeframe, please notify us first. Shoes returned after 28 days, without prior notification, will be refunded via an e-gift card.

United Kingdom

DELIVERY:


We use Royal Mail to deliver the majority of our UK orders. 


Please note, our fulfilment centre is closed on weekends and bank holidays. Orders placed after 2pm on a Friday will not be processed until the following Monday.


All express and next day orders must be placed by 2pm. Please contact us (0203 393 1349) if you need an urgent delivery after this time.


Standard Delivery - £4.95 (3 - 4 working days). Orders made before 2pm will be despatched that day. 


Express Delivery - £6.95 (1-2 working days). All orders made before 2pm will be despatched the same working day.


Next Day Delivery - £12.95 (Guaranteed by 1pm - Monday to Friday only). All orders made before 2pm will be despatched the same working day. Please note this service will not deliver on a Saturday so if you are ordering on a Friday for Saturday delivery please contact us.


RETURNS:


We are happy to offer free returns for our UK customers, To return your shoes for free please click the link below to create a free Royal Mail prepaid postage label.


FREE - Click here for returns label via 

Should you decide to return your shoes without using this service please use the address below. Please note we strongly advise using a tracked service and we are unable to refund for the cost of postage.


Rocket Fulfilment

Unit 10 Peartree Business Centre

South Road

Harlow

CM20 2BD

Europe

DELIVERY:


EUROPE DELIVERY CHARGES - IMPORTANT INFORMATION FOR EU CUSTOMERS POST BREXIT


We have recently resumed sales to EU customers based on the following terms:


All orders are shipped Delivery Duties Unpaid (DDU) which means VAT will be applied upon receipt of your order, as well as possible import duties, which are calculated on the total value of your order over a certain threshold (which vary by country). Courier firms may also charge admin fees usually in the region of €20. 


We are not responsible for any of these associated charges but if you input the code NOVAT at the checkout this will remove the UK VAT equivalent cost from your order. This code will only work for EU located customers.


Any orders returned undelivered (as a result of them being rejected by the customer) will be refunded net of any charges associated with remitting the goods back to the UK


DELIVERY CHARGES:


Standard - £10 (approx. 5-10 BUSINESS days)


Express DHL - £25 (approx. 2-3 BUSINESS days)


RETURNS:


We regret we are unable to cover the cost of returns. If you wish to return the shoes, please ensure they are unworn (with no marks on the sole), in the original packaging with accompanying shoe bag to:


SARGASSO & GREY

ROCKET FULFILMENT

UNIT 10, PEARTREE BUSINESS CENTRE SOUTH ROAD

HARLOW

CM20 2BD

UNITED KINGDOM


Please mark the parcel as RETURNED GOODS for customs purposes and please send the shoes via a tracked service as we cannot take responsibility for goods lost in transit.


Rest of World

DELIVERY:


Economy Shipping - £25 (approx. 5-10 BUSINESS days)


Express DHL - £35 (approx. 2-3 BUSINESS days)


Sargasso & Grey is not responsible for any local taxes, import duties or associated charges.


RETURNS:


We regret we are unable to cover the cost of returns. If you wish to return the shoes, please ensure they are unworn (with no marks on the sole), in the original packaging with accompanying shoe bag to. Please mark the parcel as RETURNED GOODS for customs purposes and please send the shoes via a tracked service to the address below as we cannot take responsibility for goods lost in transit


SARGASSO & GREY

ROCKET FULFILMENT

UNIT 10, PEARTREE BUSINESS CENTRE SOUTH ROAD

HARLOW

CM20 2BD

UNITED KINGDOM


Faulty Items


We are very sorry if you receive an item that is faulty. Please let us know as soon as possible so we can rectify the problem. Please note, damage due to wear and tear is not considered to be a fault.


If the shoes are found to be faulty but are unworn, we will offer a refund or exchange. Where shoes have already been worn, our policy is to repair shoes where possible. If this is not possible, we will offer a like for like exchange, or a gift card if we do not have the product in stock.


To return a faulty item to us, you should contact our Customer Services Team with the following information.

- Your order number

- A short description of the fault

- Supporting images


Contact us at support@sargassoandgrey.com or 0203 393 1349



General Shoe Care


Our shoes are made to a very high standard, but some products have delicate components such as slim heels and soft leather which requires extra care and consideration when wearing. Please refer to our shoe care guide for tips on how to preserve the longevity of your shoes.


Please use the shoe bags provided to store your shoes when you are not wearing them.


Many of our shoes are made with quality leather soles which will naturally wear with time and use, particularly pointed toe styles. At some point in their lifetime, they will likely require resoling, depending on how often and in what weather conditions they are worn.




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