FREQUENTLY ASKED QUESTIONS

Returns and cancellations

When can I return an item?


In order for the Goods to be eligible for a return, please make sure that: • The Goods were purchased in the last 14 days • The Goods are in the original packaging The following Goods cannot be returned: • The supply of Goods made to Your specifications or clearly personalized. • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over. • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items. We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.




How do I return Goods?


You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address: Via Vasco Zappaterra 13/7 Ferrara, FE, 44121 Italy We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.




How do I return a gift?


If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You. If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.




Other Problems


If you have any questions about our Returns and Refunds Policy, please contact us by email: sara@saraungendered.com




How do I cancel my order?


You are entitled to cancel Your Order within 14 days without giving any reason for doing so. The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered. In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by email: sara@saraungendered.com We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.





Payment options

Can I pay an item by installments?


You can pay our products in up to two installments if you purchase a single item, or up to three installments if you purchase two or more items.
Here’s how it works:

  • Add the items you would like to purchase to your cart.
  • Open you cart and click the “Checkout” button. You will not be charged any cost at this point.
  • In the Checkout page, read the total price at the bottom of the panel on the right. The total price consists of the sum of the subtotal, the shipping costs and the value added tax.
  • Calculate your first payment by dividing the total price by 2 (if you want to purchase a single item or chose to pay by two installments) or by 3 (if you want to purchase more than one item and chose to pay by three installments).
  • Pay the first installment on Paypal to sara@saraungendered.com and write the following information in the comment section:

    Your full name and e-mail;
    The items’ names, sizes and colors.
    Your shipping address and your phone number (for the courier).
    The number of the installment and the number of total installments (for example, "First Installment of 3”, “Second Installment of 2").

    If you would like to use another payment mehod, contact us at sara@saraungendered.com
  • If you are paying by two installments, the second payment will be due within six weeks from the first payment, whereas if you are paying by three installment the second payment will be due within five weeks and the third within eight weeks.
  • As soon as we receive all of the installments, your items will be shipped to you and you will be provided with a digital invoice.




What are the available payment methods?


You can pay with Paypal or credit card. If you choose to pay by installments, bank transfer is also available.





Customized orders

How do I purchase a custom sized item?


In order to purchase a custom sized order, complete the following steps:

  • Open the product page of the item you would like to customize, select Custom in the Size drop-down-list and complete your purchase.
  • Click on Size Guide in the main menu. Take your measurements as shown in the figure and write them in the form underneath it, along with your order number, then click Send. Your custom sized has now been received correctly and will be tailor-made for you!