Frequently Asked Questions

FAQ's

*COVID-19 UPDATE

How can I be sure that my parcel and items are safe?

For your safety, every precaution is being taken regarding hygiene. Our new processes include: 

  • Our warehouse team members are wearing Nitrile gloves when handling all orders and changing them at regular intervals. 
  • Orders will be sourced in their original packaging where applicable for limited garment handling and left in them until ready for packing. 
  • Full packing procedures are being carried out by the same team member to limit contact where possible. Please note that our team only consists of three people which again limits the contact with your package. 
  • Online returns are also being left for 48 hours without being touched to ensure no contamination of the outgoing stock and to keep our employees safe and healthy.

When is it safe to unpack my parcel? 

We are taking all necessary precautions for hygiene in the warehouse. However, for your comfort and assurance, you may adhere to the prevailing government and scientific advice for wait time. As mentioned, we have implemented a wait time of 48 hours before unpacking returns.  

Are returns taking longer to process at this time?

As ever, the health of our employees is ​at the forefront of our minds. Returns are ​only being unpacked and processed after ​the package has been in our warehouse for 48 hours. We hope you will bear with us during this delay, we believe it is the most responsible method to protect our workforce.  

How can I return items to store? 

Online returns may be dropped off at any of our boutiques and will be subject to a 48 hour quarantine before being processed. We ask that you ensure all paperwork is included in your return before dropping off in store. 

I'm currently self-isolating, and can't get to a post office, are you giving any extensions to your returns policy?

Yes, we hope to accommodate your needs in any way we can during this uncertain time. Our policy has been extended until further notice. 

How long it will take for my order to be delivered?

DPD delivers between the hours of 7.30am - 7.30pm Monday to Friday. Unfortunately, we cannot provide an exact time slot, so we recommend that you choose an address where someone will be available to sign for the parcel during these hours. Please refer to our Delivery section for further information on your country's expected delivery timeframe and pricing. 


What payment options do you accept? 

We accept any of the following payment options on our website:

  • Visa and Mastercard Credit Cards
  • Visa Debit, Visa Electron and Mastercard Debit Cards
  • PayPal Express 
  • Klarna - Pay in 3 instalments

When will I receive my order confirmation email? 

Once you have completed the payment stage at the checkout, an order confirmation email will be sent to you immediately. If this has not appeared in your inbox, we recommend that you check your spam/junk folder. Should you still experience issues locating your order confirmation email, please get in touch with our Customer Care team on +44(0)20 7483 8435 or email us at customercare@saharalondon.com for further assistance. 


How can I cancel my order?

If you place an order between Monday to Friday and you no longer wish to continue with your purchase, please notify our Customer Care team on +44(0)20 7483 8435 or email us at customercare@saharalondon.com within 1 hour from the time of ordering. Any requests sent outside of this timeframe (over the weekend, public holiday) shall be picked up the next working day. 


How do I return my order and when can I expect to receive my refund? 

We hope that you will be happy with your Sahara purchase. However, if for any reason you need to return it back to us, please do so within 14 days from the date of receipt - ensuring that the item(s) are unworn with tags still attached. Please complete the return slip and include it within the parcel to prevent any delays with the processing of your refund. 


The item I want is sold out, will it be coming back? 

Please note that we produce relatively small quantities, allowing us to maintain quality of design and exclusivity of our fabrics. However, as with many of our pieces, due to popular demand sizes can often become unavailable. If your desired size is no longer available online, please contact our Customer Care team on +44(0)20 7483 8435 or email us at customercare@saharalondon.com to check availability in our boutiques. 


What countries do you deliver to?

Please refer to our Delivery section for a full list of countries that we currently ship to.