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Returns and Refunds Policy

General Information

At SENDÈGARO, we aim to make the returns process as clear and straightforward as possible.

As an outlet retailer offering highly competitive pricing on luxury items, we ask customers to review the return conditions below carefully before placing an order.

Return Eligibility

You may request a return within 14 calendar days from the date your order is delivered, subject to the conditions set out in this policy.

Important

  • The return must be shipped within the 14-day return window to remain valid.

  • Submitting a return request alone does not extend the return window.

  • Returns shipped after the 14-day period will not be accepted.

What “Within 14 Days” Means

To avoid any confusion:

  • Day 1 is the day your order is marked as delivered.

  • Your return parcel must be handed to the courier and in transit within 14 calendar days of delivery.

  • A return request submitted on the final day is only valid if the parcel is shipped within the same return window.

Customers are responsible for allowing enough time to complete the return process. Requests submitted at the end of the return window may not leave enough time to ship the parcel and are made at the customer’s own risk.

How to Request a Return

To request a return:

  1. Visit our Create a Return page

  2. Enter your order number and email address

  3. Select the item(s) you wish to return and the return reason

  4. Once approved, return instructions will be sent to you by email

Return Label

  • A pre-paid return label is typically issued within 3–5 working days after return approval

  • This does not extend the 14-day return window

  • Customers are expected to initiate the return process with adequate time remaining

Condition of Returned Items

All returned items must be returned in their original, unused condition and must include everything originally supplied.

Returned items must be:

  • Unused and unworn

  • In their original condition

  • With all SENDÈGARO and designer tags attached (where applicable)

  • Including original packaging, accessories, dust bags, authenticity cards, and any other included items

We reserve the right to:

  • reject a return

  • apply a reduction/partial refund

  • return the item to the customer

if an item is worn, used, altered, incomplete, damaged after delivery, or returned in a different condition from when it was supplied.

Category-Specific Return Requirements

Bags & Accessories

  • Must include all original designer packaging

  • Missing dust bags, authenticity cards, tags, or other essential components may result in rejection or a reduced refund

  • Light-coloured items should be handled with care, as dark clothing may transfer colour

Shoes

  • Must be returned in perfect condition

  • Please try on shoes on soft, clean surfaces only

  • Original shoe box, dust bags, and all packaging must be included

Fine Jewellery

  • Must be returned unworn

  • Original presentation box, protective packaging, and all accompanying documentation/cards must be included

Non-Returnable Items

The following items are final and non-returnable, except where required by applicable law:

  • Final Sale items

  • Pre-Owned items

  • Marked Defective items

  • Swimwear

  • Lingerie

  • Earrings

Any exception is at SENDÈGARO’s sole discretion, subject to applicable law.

Refunds

Processing Time

  • Returns are processed after they arrive and are inspected

  • Refunds are issued within 14 working days after the return is received and approved

  • You will receive an email confirmation once your refund has been completed

Refund Method

  • Refunds are issued to the original payment method

  • Refund timing may vary depending on your bank or payment provider

Deductions and Fees

Unless otherwise required by law, the following may be deducted from your refund where applicable:

  • Return label / return shipping fee

  • Any other applicable return-related fees clearly disclosed in our policies or during the return process

Customs Duties & Import Taxes

If your order was shipped to a destination where import duties/taxes were customer-paid, these amounts are generally non-refundable by SENDÈGARO.

If applicable, you may contact your local customs authority to request recovery directly, subject to local rules.

Cancellations

If you wish to cancel an order, you must notify us within 1 hour of placing the order.

You can contact us via:

Cancellation Charges

  • A 5% cancellation charge applies to eligible cancellations (as stated in our policy)

  • Cancellation requests are not guaranteed once processing has begun

  • Orders may already be in processing/preparation shortly after placement

If a cancellation is accepted, we will confirm this by email.

Exchanges

We do not offer exchanges unless an item is defective or damaged.

If you require a replacement for the same item, please contact:

customercare@sendegaro.com

Return Instructions (After Approval)

Once your return is approved, you will receive return instructions by email.

Please follow the instructions provided, including any return documentation and label requirements. If a label is provided, it must be printed and attached securely to the parcel.

If your order was received damaged or incorrect, please contact Customer Care as soon as possible for assistance.

Where Is My Return?

You can track your return using the tracking number provided with your return label.

Please note

  • Tracking updates may take time to appear

  • If no tracking appears immediately, the carrier may not yet have scanned the parcel

  • Once your return is received and approved, your refund will be processed in line with the timelines above

Additional Information

Customs & Duties

Import duties, taxes, and customs fees paid by the customer are generally non-refundable by SENDÈGARO.

Account Restrictions

We reserve the right to limit, suspend, or close customer accounts, or restrict future orders/returns, in cases of suspected policy abuse, misuse, or fraudulent activity.

Events Outside Our Control (Force Majeure)

We are not liable for delays or failures caused by events outside our reasonable control, including transport disruption, customs delays, severe weather, government action, strikes, or network/service interruptions.

Waiver

If we do not enforce a right or policy provision in one instance, this does not waive our right to enforce it in the future.

Severability

If any part of this policy is found to be unlawful or unenforceable, the remaining provisions will remain in full force and effect.

Customer Support

Our Customer Care team is happy to assist with questions regarding orders, returns, or refunds.

Complaints

We operate a complaints handling procedure and aim to resolve concerns promptly. Please contact us through our Customer Care channels above.