Sarah & Jane New York — Return Policy

At Sarah & Jane New York, we do our best to ensure that our customers are satisfied with their purchase. If you would like to return an item, please review our return policy below.

Return Conditions

Items may only be registered for return after they have been physically delivered to the customer.

A return request must be submitted within 30 days of receiving your order.

Return shipping costs are fully the responsibility of the customer, including any international shipping fees, customs duties, taxes, or import charges.

Items must be unused, unwashed, undamaged, and returned in their original condition with all original tags and labels attached.

Trying on an item is permitted. However, items that have been worn, washed, damaged, altered, or show signs of use cannot be returned.

Ordering the same product in multiple sizes with the intention of keeping one and returning the remaining sizes is not permitted.

If you are unsure about sizing before placing your order, our customer support team is happy to assist with size recommendations.

Sale & Discounted Items

To allow us to continue offering significant discounts during promotional and sale events, items purchased at a discounted or sale price are eligible for store credit only.

Refunds to the original payment method are not available for discounted or sale purchases, unless otherwise required by applicable law.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact our customer support team before returning the item.

Please provide:

• Your order number

• A clear description of the issue

• Clear photographs showing the complete item outside of its packaging

• Close-up photographs clearly showing the damage, defect, or incorrect item where applicable

Our customer support team will review the information provided and determine the appropriate solution.

Damaged, defective, and incorrect-item claims are handled separately from standard returns.

Please do not return the item unless our customer support team specifically instructs you to do so.

Return Process

To request a return, please contact us at info@sarahjanenyc.com within 30 days of receiving your order.

Please include your order number and the reason for your return so our customer support team can process your request efficiently.

Once your return request has been reviewed and approved, our customer support team will provide you with the correct return instructions and designated return address.

Our designated return warehouse may be located overseas.

The customer is responsible for all costs associated with returning the item, including:

• Return shipping costs

• International shipping fees

• Customs duties

• Taxes

• Import charges or other applicable fees

Important Return Address Information

Do not return your order to the sender address shown on the original package.

The sender address displayed on your parcel is not necessarily our designated return address and may belong to a shipping, fulfillment, or logistics facility.

Returns sent to an unauthorized or incorrect address may not reach our returns department and may therefore be unable to be processed.

Always contact info@sarahjanenyc.com before sending your return so that our customer support team can provide you with the correct return address and instructions.

Return Tracking

All returns must be sent using a trackable shipping method.

Customers are responsible for keeping their return tracking information until the return has been received, inspected, and fully processed.

We strongly recommend keeping your shipping receipt and tracking number as proof that your return has been sent.

Sarah & Jane New York cannot be held responsible for return parcels that are lost in transit or cannot be located due to missing or invalid tracking information.

Refunds

Once your returned item has been received at the designated return address, it will be inspected to determine whether it meets our return conditions.

If your return is approved, the eligible purchase amount will be refunded to the original payment method within 14 days after approval.

Please note that your bank, credit card company, or payment provider may require additional processing time before the refund becomes visible in your account.

Original shipping charges, return shipping costs, customs duties, taxes, and other return-related costs are non-refundable unless otherwise required by applicable law.

Sale and discounted purchases are subject to the Sale & Discounted Items conditions stated above.

Exchanges & Size Issues

If you ordered an incorrect size or would like assistance with another size, please contact our customer support team at info@sarahjanenyc.com.

Our team will review your order and explain the available options based on your specific situation.

Please do not return an item for an exchange without first contacting our customer support team.

Delivered but Not Received

If your tracking information shows that your order has been delivered but you cannot locate the package, please first:

• Verify that the shipping address provided with your order is correct.

• Check around your property, mailbox, front door, entrance, reception area, or other designated delivery locations.

• Ask household members, neighbors, building staff, or reception whether they accepted the parcel on your behalf.

• Contact the shipping carrier for additional delivery information.

If you are still unable to locate your package after completing these steps, please contact info@sarahjanenyc.com and include your order number.

Our customer support team will review the situation and advise you on the next steps.

Sarah & Jane New York is not responsible for packages that have been confirmed by the carrier as successfully delivered to the shipping address provided by the customer, except where otherwise required by applicable law.

Shipping Address Responsibility

Customers are responsible for providing a complete and accurate shipping address during checkout.

If you notice an error in your shipping address after placing your order, please contact us at info@sarahjanenyc.com as soon as possible and preferably within 24 hours of placing your order.

We will do our best to assist with address changes before an order has been processed or shipped.

However, once an order has entered processing or has been shipped, we cannot guarantee that the shipping address can still be changed.

Sarah & Jane New York cannot be held responsible for delivery issues caused by an incorrect or incomplete shipping address provided by the customer, except where otherwise required by applicable law.

Return Refusal

Sarah & Jane New York reserves the right to refuse a return if:

• The return request was submitted outside the applicable return period.

• The product has been worn, washed, used, altered, or damaged after delivery.

• Original tags or labels have been removed.

• The product does not meet the return conditions stated in this policy.

• The return was sent to an unauthorized address without following the provided return instructions.

• The return cannot be reasonably verified or located due to missing tracking information.

If a return is rejected after inspection, our customer support team will contact you regarding the outcome.

Contact

For questions regarding returns, exchanges, damaged products, incorrect items, or refunds, please contact our customer support team:

Email: info@sarahjanenyc.com

Please include your order number whenever possible so we can assist you as efficiently as possible.