Returns & Exchanges
Sansom Reed — Returns & Exchanges Policy
1. Online Purchases
14-Day Returns Window
You have 14 days from delivery or collection to return your online purchase if it’s not quite right.
The 14 days begin:
- On the day the tracking shows the parcel as delivered (including to a neighbour), or
- For Click & Collect orders, on the day you collect the order.
Click & Collect — Collection Timeframe
Click & Collect orders should be collected within 10 days of purchase.
If an order is not collected within this timeframe, we reserve the right to cancel and refund the order so that the item can return to stock.
Condition of Returned Items
We can only accept items that are:
- Unworn, unwashed and unused
- Free from perfume, makeup marks and odours
- Returned with all original labels, tags and packaging
- In a condition suitable for immediate resale
Please take care when trying on items at home to ensure they remain in pristine condition.
How to Return
- Please complete the returns form (here) and enclose it with your parcel.
- If you don’t have a printer, a handwritten note with your name, order number, item and reason for return is perfectly fine.
- Return postage is at the customer’s expense for both UK and international returns.
- All returns must be sent via a tracked service.
- Any customs charges, import duties or taxes incurred when returning items internationally are the responsibility of the customer.
Refunds & Credit Notes (Online Orders)
Refunds for online purchases are issued to your original payment method once your return has been received and approved. We aim to process returns promptly on our side.
Refunds typically take around 4 working days to reach your account after we action the return. This timing is set by Shopify’s payment system and your bank, and is outside our control.
If you would prefer a credit note instead of a refund, simply indicate this on your returns form. Credit notes are valid for 6 months from the date of issue.
If you use a credit note to purchase another item and that item is returned, the original expiry date still applies.
Items Excluded from Returns
- Pierced jewellery (unless faulty)
- Gift cards and e-gift cards
2. Exchanging for Another Size (Online Orders)
If you would like a different size, we kindly ask that you purchase the new size separately and return the original item to us in the normal way.
3. Multi-Size Orders (Online)
We are always happy to advise on sizing before you order — please contact us if you’re unsure.
If you choose to buy the same style and colour in multiple sizes, a £5 administration fee will be deducted from the refund for any size(s) returned.
This fee reflects the real costs of resteaming, carefully preparing and re-merchandising these pieces so they can return to the shop floor.
4. Sale & Reduced-Price Items (Online)
Items purchased online at a reduced price can be returned within the usual 14-day window, but a £5 administration fee will be deducted from the refund. This helps cover the additional work involved in preparing discounted pieces for resale.
5. In-Store & Pop-Up Purchases
We follow the guidance widely shared by consumer experts — including Alice Beer — that in-person returns are a gesture of goodwill, and we handle them fairly and consistently.
Exchanges & Credit Notes — 7 Days
For items bought in our Marlow shop or at a Sansom Reed pop-up, we offer:
- An exchange, or
- A credit note
if the item is returned within 7 days of purchase, in perfect condition, and with all original tags attached.
We do not issue refunds back to card or cash for in-person purchases.
Please bring your receipt with you.
Sale & Reduced Items (In-Person)
Sale and reduced-price items purchased in store or at pop-ups are final sale — no exchanges or credit notes can be offered.
Jewellery
Pierced jewellery purchased in person is non-returnable unless faulty.
Important Note — In-Person Returns Must Be Returned In Person
Items bought in store or at a pop-up event must be brought back to the shop (or to a future pop-up you attend).
They cannot be posted through the online returns system.
The 7-day in-person return window still applies.
6. Why We Charge Admin Fees
We never discard returned items.
Every returned piece is carefully resteamed, refreshed, checked and re-merchandised before returning to stock.
Our small £5 administration fee helps cover the time and care involved in preparing these items to our usual standard.
7. Free Gift Promotions
Occasionally we offer a free gift promotion with online orders. If you decide to return any items from an order that included a free gift, we would ask that you also return the gift. If you would like to keep the gift, but return the item(s) ordered, the RRP of the gift shall be deducted from your refund.
8. Sansom Anniversary Promotion (23 to 26 April 2026)
We are delighted to offer the fabulous promotion to celebrate our fourth anniversary in Marlow. If items purchased as part of this promotion are returned, the following terms apply:
- Buy 4 items and return 1 item - the items kept will be charged at their full price and the remainder refunded.
- Buy 4 items and return 2 items - the items kept will be charged at their full price and the remainder refunded.
- Buy 4 items and return 3 items - The item kept will be charged at its full price and the reminder refunded. In addition, a handling charge of £5 will be deducted from any refund.
- Buy 4 items and return 4 items - A handling charge of £5 will be deducted from the refund.
9. Contact Us
If you have any questions, we’re here to help.
Email: admin@sansomreed.com
Phone / WhatsApp: 07846 675376 (Mon–Fri)