Refund policy

Refund Policy

Sarah Customs is based in the Vietnam and ships worldwide.

Due to the handmade nature of our products, all sales are final. Each piece is individually crafted to order — not mass-produced or made in batches — so we are unable to accept returns or exchanges outside of the exceptions listed below.

If there is an issue with your order, please contact us at sarahcustoms.official@gmail.com so we can discuss and resolve it together.

Damages and issues
Because our items are handmade from glass and fragile by nature, we require an unboxing video along with photos of the item and packaging and your order number to process any claim for a defective, damaged, or incorrect item. Please contact us at sarahcustoms.official@gmail.com as soon as possible after receiving your order.

If the issue is confirmed to be our fault, we will send a replacement item at no additional cost. Please note that shipping costs for the replacement are not included and will be the customer's responsibility.

Exceptions
As each item is handmade to order, we do not offer returns or exchanges for reasons such as change of mind, incorrect size expectations, or color preference once the order has been placed. We're happy to answer any questions about a piece before you order to help you choose with confidence.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You'll also need the receipt or proof of purchase. To start a return, please contact us at sarahcustoms.official@gmail.com.

Refunds
Once we've reviewed and approved your refund, you'll be automatically refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to post the refund.

If more than 15 business days have passed since we approved your refund and you still haven't received it, please contact us at sarahcustoms.official@gmail.com.