Shipping & Return Policy

Legal Information
This Shipping & Returns Policy explains how orders placed with Sandra Zomer Ltd are prepared, dispatched, delivered and, where applicable, returned.
By placing an order through our website, you agree to the terms set out below. This policy should be read alongside our Terms & Conditions and Refund Policy.
Nothing in this policy affects your statutory rights under applicable consumer law.
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Shipping Policy
Each Sandra Zomer piece is prepared and carefully checked before leaving the studio. As many of our garments are produced in small quantities or on a pre-order basis, production and dispatch times may differ from conventional ready-to-wear retailers.
Our shipping policy sets out the expected production and delivery timeframes, shipping costs, international delivery conditions and what to do if an order is delayed or lost.
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Ready-to-Wear & Pre-Order Pieces
Ready-to-wear pieces purchased through the online shop are currently produced on a pre-order basis. Please allow approximately 4–6 weeks for your piece to be produced and prepared for dispatch, unless a different timeframe is stated on the individual product page.
Once your order is ready, it will be sent using a signed delivery service. Where available, tracking information will be provided once the parcel has been dispatched.
Please note that production and delivery times are estimates. Delays may occasionally occur due to material availability, production requirements, courier disruption, customs procedures or other circumstances outside our reasonable control.
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UK Delivery
Complimentary shipping is available on UK orders over £350.
For orders below £350, the applicable shipping cost will be displayed at checkout before payment is completed.
All orders are sent using a signed delivery service.
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International Delivery
Sandra Zomer Ltd ships worldwide.
International shipping charges will be calculated and displayed at checkout where available.
Orders delivered outside the United Kingdom may be subject to customs duties, import taxes, handling charges or other fees imposed by the destination country.
These charges are determined by local authorities and are the responsibility of the customer. They are not included in the product or shipping price unless expressly stated otherwise.
Sandra Zomer Ltd has no control over international customs charges or customs clearance procedures and cannot be responsible for delays caused by local customs authorities.
We recommend checking the import requirements of your destination country before placing an order.
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Delivery Delays & Missing Parcels
If your parcel appears to be significantly delayed or has not arrived within the expected delivery period, please contact us at info@sandrazomer.com with your order number and delivery details.We will contact the relevant courier and assist with the investigation wherever possible. Please ensure that the delivery information provided when placing your order is complete and accurate. Sandra Zomer Ltd cannot be responsible for delivery issues resulting from an incorrect or incomplete address supplied by the customer.
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Returns
We hope that you are completely happy with your Sandra Zomer piece.
As the studio offers ready-to-wear alongside bespoke, made-to-measure, customised and alteration services, return conditions vary depending on the type of purchase.
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Ready-to-Wear Returns
Eligible ready-to-wear pieces purchased online may be returned if you change your mind.
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Please notify us at info@sandrazomer.com within 14 days of receiving your order if you wish to make a return.
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Following notification, the item must be returned within the applicable return period.
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Returned pieces must be:

• Unworn and unused

• Unwashed

• In their original condition

• Returned with all original tags attached

• Free from make-up, fragrance, marks or damage

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You may try a garment on as you would reasonably do in a physical shop. However, where an item has been worn, damaged or handled beyond what is reasonably necessary to assess it, we reserve the right to make an appropriate deduction from the refund where permitted by law.
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Return Shipping
Customers are responsible for the cost of returning unwanted ready-to-wear pieces.
All returns must be sent using a tracked shipping service.
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We strongly recommend retaining your tracking information until your return has been completed. Sandra Zomer Ltd cannot accept responsibility for returned parcels until they have been received by the studio.
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Please contact info@sandrazomer.com before sending your return so that the appropriate return information can be provided.
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Bespoke, Made-to-Measure & Personalised Pieces
Bespoke, made-to-measure, customised and personalised garments are created specifically according to the individual client's measurements, requirements or agreed design.
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For this reason, these pieces cannot normally be returned, exchanged or refunded due to a change of mind once work has begun.
This does not affect your statutory rights where a garment is faulty, not as described or does not correspond with the specification agreed with you.
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Alterations
Garments that have been altered specifically for an individual client cannot normally be returned or refunded simply because the client changes their mind once the agreed work has been carried out.
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If you have any concerns about the fit or finish of an alteration, please contact us as soon as possible.
We will assess the garment and, where appropriate, offer a reasonable adjustment or correction to the agreed work.
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Faulty, Damaged or Incorrect Items
Every piece is carefully inspected before leaving the studio.
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If your order arrives faulty, damaged or incorrect, please contact info@sandrazomer.com within seven days of receiving it where possible.
Please include:

• Your order number

• A brief description of the issue

• Clear photographs where relevant

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We will review the issue and advise you of the appropriate next steps.
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The request to contact us within seven days helps us resolve problems quickly and does not affect any statutory rights you may have.
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Exchanges
We do not currently offer direct exchanges for online purchases.
If you would like a different size or style, please return the original eligible piece in accordance with this policy and place a new order.
As many pieces are made in limited quantities or on a pre-order basis, availability of alternative sizes or styles cannot be guaranteed.
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Refunds
Once an eligible return has been received and inspected, you will be notified regarding your refund.
Approved refunds will be returned to the original payment method within the applicable legal timeframe.
Please allow additional time for your bank or payment provider to process the transaction once the refund has been issued.
For full information regarding refunds, bespoke deposits and cancelled services, please refer to our Refund Policy.
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Questions About Shipping or Returns
If you have any questions regarding an order, delivery or return, please contact:
info@sandrazomer.com
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We will be happy to assist with your enquiry.