Returns: Exchanges & Refunds

How can I make an exchange?

At Sarenza.eu you have 100 days (more than 3 months!) to exchange your items, in case you’re not 100% sure about the colour or size. Under the Distance Selling Regulations, the Customer has a legal cooling-off period of fourteen working days* to cancel the contract without providing any reason.

All exchanges are free and prepaid, so you don’t have to worry about the size or the shoe comfort.
If you chose to return your item with UPS, you can schedule your exchange online, by connecting to your account. If for some reason you cannot complete the exchange process online, please send an email to our customer service team, providing them with your order number and telling them which product should be exchanged and which characteristic should be changed (size, colour, or material). They will organize your exchange for you.
If you’d like to exchange an item in a local postoffice, you just have to connect to your account, select the item you wish to exchange, then:
- Download your bpost return label and print it
- Prepare your return parcel
- Stick the label on the parcel
- Drop off your parcel to any post office of your choice

We exchange all items as long as they have not been worn or damaged. You can return your parcel 1 time, and exchange your items for another size, colour or material. In this case, Sarenza will waive the second shipping fee.

If you’d like details about how to return an item, please have a look at the dedicated section below.

If you are still concerned about sizes, please note that we measure all the shoes entering our stock and display size advice on each product sheet, which informs you whether the shoe size is a bit overestimated, underestimated or should fit your normal size. Also, you can have a look at our size guide in case you’re more used to UK or US sizes

How can I get a refund?

You have 100 days (more than 3 months!) to return your items and get a refund, in case you’re not 100% satisfied with your purchase.

The returns costs are offered by Sarenza and prepaid to the carrier, so that you don’t have to wonder about how to send us the items back.

If you chose to return your item with UPS, you can schedule your return online, by connecting to your account. If for some reason you cannot complete the return process online, please send an email to our customer service team, providing them with your order number and two alternative dates for a pick-up by UPS, ideally 7-8 working days after. Our customer service will then schedule your return for you.
If you’d like to exchange an item in a local postoffice, you just have to connect to your account, select the item you wish to exchange, then:
- Download your bpost return label and print it
- Prepare your return parcel
- Stick the label on the parcel
- Drop off your parcel to any post office of your choice

Refunds are processed within 14 days* following the items being re-entered in stock.
The refund will be made by re-crediting your account of the corresponding transaction, whether you paid by credit/debit card or via PayPal.

We refund all items as long as they have not been worn or damaged. And since your satisfaction is our top priority, we’re more than happy to hear your feedback about your purchase, in order to serve you better next time.

If you’d like details about how to return an item, please have a look at the dedicated section below.

How do I make a return?

If you’d like to return an item in a local postoffice, you just have to connect to your account, select the item you wish to exchange, then:
- Download your bpost return label and print it
- Prepare your return parcel
- Stick the label on the parcel
- Drop off your parcel to any post office of your choice

If you’d like to return an item with an Ups appointment, you just have to connect to your account, fill in some information about your experience and decide on an appointment. Then you’ll be given both on the website and by e-mail a return label, that you just have to print and stick on your parcel (it is strongly recommended that you send your items in the original box, in order to prevent any damage). If you don’t have access to a printer, you can contact our Customer Service team, who will send you the label by post mail.

Due to technical issues, it can happen that you won't be able to choose a day for the pick-up on our website. You will see the following error message: "This time period is not available. Please choose another day/period". Don't worry, and simply send an email to our customer service team at customerservice@sarenza.eu, providing them with your order number and two alternative dates for a pick-up by UPS, ideally 7-8 working days after. Our customer service will then schedule your return for you.

This return process is 100% free and prepaid by Sarenza, you just have to leave your parcel in the hands of UPS delivery services or the local postoffice and you’re done! You can even check on our website what the status of your parcel is (click here for Ups and here for bpost), so that you can ensure it’s being properly returned.

Refunds are processed within 15 days, once the items are re-entered in stock. Once we have the shoes back, we will do everything we can to issue your refund as quickly as possible...we know how frustrating waiting can be!