Shipping & Returns

Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We reserve the right to refuse a refund/ exchange if the items have any signs of wear, alterations, misuse or damage. 

Please note that all original shipping and handling charges are non-refundable. We are not responsible for lost returns or exchanges or for items damaged in shipping, if these instances occur you must file a complaint with the courier. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at morgan@sappenin.co.uk. If your return is accepted, we’ll send you a return shipping label or returns link, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please return your items to: Sappenin Project, Flat D1, 188 Pentland House, London, SW5 0SJ.

International/ EU customers are responsible for the shipping costs incurred when returning items to us and shipping costs are non-refundable.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping Policy

We’re a small team, but we do our best to send your order as soon as possible. We aim to dispatch orders within 15 business days of purchase unless the item is on pre-order it will then be dispatched on the date specified on the product page.

A confirmation email will be sent to you to let you know we have received your order, and you will also receive an email confirmation when your order has shipped. We ship to the UK Monday-Friday. Please allow up to 7 working days for UK orders to arrive as shipping times can vary depending on the courier. 

We work hard to dispatch your order as quickly as we can.

Pre-Order Policy

As our products are embroidered and printed on-demand, some of our products are available to purchase on a pre-order basis. The estimated release date is provided on the product page before you make your purchase. All goods must be paid for in full to secure your pre-order. 

If you place an order that contains pre-order items, we will dispatch the entire order on the release date given. 

While we aim to dispatch all pre-orders on or before the date given, delivery dates for pre-orders are subject to change and can sometimes vary from the estimated arrival date, but we’ll keep you informed if this is the case.

You can cancel your pre-order anytime before it has been dispatched for an exchange or refund, but please contact us 24hr hours before the release date to ensure that your request can be processed. 

Any questions, please email us at morgan@sappenin.co.uk.