Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.  

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

A restocking fee will apply to cover postage costs and fees - We can let you know how much the restocking fee will be. Return postage is payable by the purchaser.

To start a return, you can contact us at hello@sarahanneandlittlelion.com. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@sarahanneandlittlelion.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as our sustainable medical supplies). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@sarahanneandlittlelion.com.

 

European Union: 14-day right of withdrawal

This section applies to eligible orders delivered to customers in the European Union and is in addition to any other rights available under applicable consumer law.

Your right to cancel

You have the right to withdraw from an eligible purchase within 14 days without providing a reason.

The 14-day withdrawal period begins on the day after:

• you, or a person nominated by you other than the carrier, receives the goods; or
• where an order is delivered in separate shipments, you receive the final item from the order.

To exercise this right, you must notify us clearly of your decision to cancel before the 14-day withdrawal period expires.

How to request a return

Customers who provided an email address when ordering can submit a return request through their customer account:

https://shopify.com/13354065/account

Customers who checked out using only a mobile telephone number should use the return link included in their SMS order confirmation.

You may also contact us using the contact details provided on our website. Please include your name, order number and a clear statement that you wish to exercise your right of withdrawal.

Returning your items

After notifying us that you wish to withdraw from your purchase, you must send the eligible goods back within 14 days.

Unless the goods are faulty, damaged, incorrectly supplied or otherwise covered by your statutory consumer rights, you are responsible for the direct cost of returning the goods. We recommend using a tracked postal service, as you remain responsible for the return until it is received by us.

Products should be returned in their original condition and, where reasonably possible, with their original packaging and tags. You may inspect a product in the same way that you reasonably could in a retail store. We may deduct an amount from your refund where handling beyond what was necessary to establish the nature, characteristics and function of the product has reduced its value.

Refunds

When you validly exercise your right of withdrawal, we will refund:

• the amount paid for the eligible returned products; and
• the cost of our least expensive standard delivery option available for your order.

Additional delivery costs resulting from your choice of express, premium or upgraded shipping will not be refunded.

Refunds will be issued using the original payment method unless otherwise agreed. We will process the refund without undue delay and no later than 14 days after being notified of your decision to withdraw. We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Products excluded from the right of withdrawal

The EU right of withdrawal does not apply to:

• products made to your specifications;
• clearly personalised products, including embroidered or monogrammed products;
• custom-sized or custom-shaped products made specifically for your order; or
• sealed goods that are not suitable for return for health-protection or hygiene reasons where the seal has been broken after delivery, where this exemption applies under relevant law.

Selecting from standard options ordinarily offered on our website does not necessarily make a product customised or personalised for the purpose of this exemption.

These exclusions do not limit your rights where an item is faulty, damaged, incorrectly supplied or not as described.

Cancelling before dispatch

Please contact us as soon as possible if you wish to cancel an order before it has been dispatched. Because many of our products are handmade or made to order, work may begin shortly after an order is placed. Statutory cancellation rights for products made to your specifications or clearly personalised products may not apply, even where the order has not yet been dispatched.

Nothing in this policy excludes or limits any mandatory rights you have under applicable consumer law.