DO YOU NEED TO RETURN YOUR PRODUCTS?


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 the product shows no signs of wear (including on the soles), they are returned in their original packaging (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.


Please click the dropdown box below according to your location:


United Kingdom

UK RETURNS:


Our UK based customers can use our Returns Portal (PRINTER NOT REQUIRED) which allows you to arrange a return and choose to exchange the goods or request a refund or store credit. You can also create a free returns label.


HOW DOES THE PORTAL WORK? – PRINTER NOT REQUIRED

To begin your return or exchange follow these simple steps:


1. Open the Returns Portal
2. Enter your Order Number (ensuring a # is added at the beginning - eg #24756) and the Email Address used to place the order

3. Select the item(s) you wish to return 
4. Select if you would like to return for exchange (if so choose new size, or style), store credit, or refund 
5. Either choose to return with a QR code (no printer required), or a printable Royal Mail label
6. Drop the parcel at the most convenient Royal Mail Drop Off Point, or Post Office if returning with a QR code


Once we receive and verify your return, your new replacements will automatically be sent out to you.
If you need assistance, please email us on support@sargassoandgrey.com


Europe & Rest of World

RETURNS EUROPE & REST OF WORLD


We do not cover the cost of returns from orders placed outside of the UK (Unless you are based in the US, in which case please click this link to be redirected to our US website https://us.sargassoandgrey.com) .


If you wish to return the shoes, please ensure they are returned within 28 days of receipt, unworn (with no marks on the sole) and 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.


Faulty Shoes

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, please 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.