Sarah & Jane New York — Shipping & Delivery Policy

At Sarah & Jane New York, we strive to deliver your order as quickly and smoothly as possible. Please review the information below regarding order processing, shipping, tracking, and delivery.

Processing Time

Orders are generally processed within 1–3 business days after your order has been placed.

During busy periods, promotional events, holidays, or periods of high order volume, processing may take slightly longer.

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.

Please note that once an order has entered processing or has been shipped, we cannot guarantee that changes or cancellations can still be made.

Delivery Time

The estimated delivery time is approximately 3–7 business days after processing, depending on your location, the shipping carrier, and other circumstances outside of our control.

Please note that delivery times are estimates and are not guaranteed.

Occasional delays may occur due to:

• High shipping volumes

• Carrier delays

• Customs procedures

• Public holidays

• Severe weather

• Incorrect or incomplete shipping information

• Other circumstances outside our reasonable control

If your tracking information has not been updated for an extended period, please contact our customer support team at info@sarahjanenyc.com so we can review the shipment.

Shipping Method & Origin

Orders may be shipped directly from our overseas supplier and fulfillment warehouses.

Depending on product availability, items within the same order may occasionally be shipped separately.

As a result, you may receive multiple packages and separate tracking numbers for a single order.

Tracking Information

Once your order has been shipped, you will receive an email containing your tracking information.

Please allow some time for tracking information to become active after receiving your shipping confirmation.

Tracking updates are provided by the shipping carrier and may occasionally experience delays between scanning points.

If your tracking information has not updated for 10 days or more, please contact us at info@sarahjanenyc.com with your order number so our customer support team can investigate the shipment.

Shipping Costs

Applicable shipping costs are displayed during checkout before your order is completed.

Shipping costs, where applicable, may vary depending on the destination, package size, weight, and selected shipping method.

Any shipping promotion displayed on our website at the time of purchase will be applied according to the conditions of that promotion.

Customs, Duties & Import Charges

Because orders may be shipped from an overseas warehouse, customs duties, import taxes, clearance charges, or other local fees may apply depending on the destination and applicable regulations.

Unless otherwise stated at checkout, any such charges imposed by local authorities are the responsibility of the customer.

Sarah & Jane New York does not control customs processing times and cannot guarantee that a shipment will not experience delays during customs clearance.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully verify your:

• Full name

• Street address and house or apartment number

• City

• State

• ZIP code

• Contact information

before completing your purchase.

Incorrect Shipping Address

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

We will make reasonable efforts to update the address if the order has not yet been processed or shipped.

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

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

Delayed Shipments

Occasional shipping delays may occur that are outside of our direct control.

If your order appears to be delayed, please first review your tracking information for the latest carrier update.

If there has been no tracking update for 10 days or more, please contact our customer support team at info@sarahjanenyc.com.

Please include:

• Your order number

• Your full name

• Your shipping address

• Your tracking number, if available

Our customer support team will review the shipment and, where necessary, investigate the issue with the shipping partner.

Please do not submit multiple requests regarding the same delayed shipment, as this may slow down the investigation process.

Lost in Transit

If tracking information indicates that a shipment may have been lost in transit, please contact us at info@sarahjanenyc.com.

Our customer support team will review the shipment and may contact the shipping carrier or fulfillment partner to investigate its status.

A package will not automatically be considered lost solely because delivery is taking longer than originally estimated.

Where a shipment is confirmed as lost after investigation, our customer support team will advise you regarding the appropriate next steps.

Delivered but Not Received

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

• Verify that the shipping address on your order is correct.

• Check your mailbox, front door, entrance, porch, garage, reception area, or other possible delivery locations.

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

• Allow a short period of time after the initial delivery scan, as some carriers may mark packages as delivered shortly before the physical delivery takes place.

• Contact the shipping carrier for additional delivery details.

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

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

Where tracking confirms successful delivery to the shipping address provided by the customer, Sarah & Jane New York cannot automatically accept responsibility for the package after delivery. Each reported case will be reviewed based on the available tracking and delivery information, except where otherwise required by applicable law.

Multiple Packages

In some cases, products from the same order may be fulfilled from different warehouses.

If this happens, your order may arrive in multiple separate packages.

Receiving only part of your order does not necessarily mean that an item is missing.

Please check your shipping confirmation emails and tracking information for any additional tracking numbers before contacting customer support.

Returned to Sender

A package may be returned to the sender or shipping partner for reasons including:

• An incorrect or incomplete address

• Failed delivery attempts

• The package not being collected from a designated collection point

• Carrier or customs issues

If your tracking information indicates Return to Sender, please contact info@sarahjanenyc.com.

Do not place a new order for the same items until our customer support team has reviewed the original shipment.

Our team will investigate the return status and advise you regarding the available next steps.

Order Changes & Cancellations

If you need to change or cancel an order, please contact us at info@sarahjanenyc.com as soon as possible.

Requests submitted within 24 hours of placing an order have the best chance of being processed before fulfillment begins.

However, submitting a request does not guarantee that the order can still be changed or cancelled.

Once an order has been processed, fulfilled, or shipped, changes and cancellations may no longer be possible.

Contact

For questions regarding shipping, tracking, delayed deliveries, address changes, or delivery issues, 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.