Returns & Exchanges
1. Eligibility Criteria
1.1 General Eligibility
- You may initiate a return or exchange within 14 calendar days from the date you receive your order. To be eligible, the item must be in its original condition, with all tags attached, unworn, unwashed, and free of any signs of damage or use. Items that have been altered, customized, or show evidence of wear and tear will not be accepted for return or exchange.
- Accessories (such as belts, scarves) and jewelry must be returned in their original packaging, undamaged, and with all components intact.
1.2 Exceptions
- Final Sale Items: Certain items marked as “Final Sale” on our website are not eligible for return or exchange, except in cases where the item is damaged or defective upon receipt. This will be clearly indicated on the product page.
- Underwear and Swimwear: For hygiene reasons, underwear and swimwear items cannot be returned or exchanged unless they are defective or damaged.
2. Initiating a Return or Exchange
2.1 Contact Customer Support
To start the return or exchange process, please contact our customer support team at support@sharnarichardson.shop within the 14 – day return period. Include your order number, the reason for the return or exchange, and details about the item(s) in question. Our customer support team will respond to you within 1 – 2 business days and provide you with a Return Merchandise Authorization (RMA) number and instructions on how to proceed.
2.2 Return Shipping
- Customer – Paid Shipping: In most cases, you are responsible for the cost of return shipping. We recommend using a tracked shipping method (such as Royal Mail Signed For or DPD Tracked) to ensure the safe return of your item and to provide proof of shipment. You can obtain a shipping label from your preferred carrier.
- Free Return Shipping: If the item you received is damaged, defective, or incorrect, we will cover the cost of return shipping. In such cases, our customer support team will provide you with a prepaid return shipping label or reimburse you for the shipping cost upon successful return of the item.
3. Return Process
3.1 Packaging the Item
- Carefully repack the item in its original packaging, if possible. If the original packaging is not available, use suitable packaging materials to protect the item during transit. Make sure to include all original tags, accessories, and documentation.
- Clearly write the RMA number on the outside of the return package. Failure to include the RMA number may result in delays in processing your return or exchange.
3.2 Shipping the Item
- Drop off the package at your chosen shipping carrier’s location or arrange for pickup, depending on the carrier’s services. Keep the shipping receipt and tracking number for your records.
4. Refund and Exchange Processing
4.1 Inspection
Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria. This inspection process typically takes 3 – 5 business days.
4.2 Refunds
- If your return is approved, we will process the refund to the original payment method used for the purchase. The time it takes for the refund to appear in your account depends on your payment provider, but it usually takes 3 – 10 business days.
- In case of a partial return (if you are returning only some items from an order), we will refund the amount corresponding to the returned items.
4.3 Exchanges
- If you requested an exchange, we will ship the new item to you as soon as possible after the return is approved. If the item you want to exchange for is out of stock, we will notify you and offer you alternative options or a refund.