Refund policy

RETURN AND EXCHANGE POLICY

Last updated: July 16, 2026

At SARAH LINE, all items are made to order and prepared specifically based on the customer’s selected size, measurements, style, colour, and other requested details.

For this reason, all confirmed orders are final and cannot be returned, exchanged, or refunded.

Made-to-Order Items

All products available through our website are considered customised or made-to-order items.

Once an order has been confirmed and production has started, it cannot be:

  • Cancelled

  • Returned

  • Exchanged

  • Refunded

  • Replaced due to a change of mind

  • Replaced due to an incorrect size or measurement selected by the customer

Customers are responsible for reviewing all product details, measurements, sizing information, colours, and order selections carefully before completing their purchase.

Measurements and Sizing

The customer is responsible for providing accurate measurements and selecting the correct size.

SARAH LINE will not be responsible for sizing issues resulting from:

  • Incorrect measurements provided by the customer

  • Selecting the wrong size

  • Changes in the customer’s measurements after placing the order

  • Personal fit preferences

  • Minor variations in fit or measurements resulting from the tailoring process

Slight measurement variations may occur due to the handmade and tailored nature of our products and will not be considered a defect.

Colours and Product Appearance

Product colours may appear slightly different depending on lighting, photography, screen settings, and device display.

Minor differences in colour, fabric texture, stitching, or finishing are not considered defects and do not qualify for a return, exchange, or refund.

Incorrect or Defective Orders

An exception may only apply if:

  • The customer receives a product different from the confirmed order

  • The item has a clear manufacturing defect

  • SARAH LINE has made an error in the confirmed size, colour, or design

The customer must contact us within 24 hours of receiving the order at sarahlineweb@outlook.com.

The request must include:

  • The order number

  • A clear description of the issue

  • Clear photographs and videos of the item

  • A photograph of the packaging and delivery label

The item must remain unworn, unused, unwashed, unaltered, and in its original condition with all labels and packaging attached.

All claims are subject to inspection and approval by SARAH LINE.

If the claim is approved, SARAH LINE may offer a repair, alteration, replacement, store credit, or refund, depending on the nature of the issue.

Items Not Eligible for Claims

A claim will not be accepted where the item:

  • Has been worn or used

  • Has been washed, dry-cleaned, altered, or repaired

  • Has perfume, makeup, stains, odours, or damage

  • Has been damaged due to misuse or improper care

  • Does not fit due to incorrect measurements supplied by the customer

  • Has minor handmade or tailoring variations

  • Is reported more than 24 hours after delivery

Alterations

Any alteration requested after the order has been completed or delivered may be subject to additional charges.

Alteration availability will depend on the item, fabric, design, and nature of the requested adjustment.

Order Cancellation

Orders may only be cancelled before production has started and are subject to SARAH LINE’s approval.

Once the fabric has been prepared, cut, altered, customised, or production has started, the order cannot be cancelled or refunded.

Contact Us

For any questions regarding this policy, please contact:

SARAH LINE
Email: sarahlineweb@outlook.com
Phone: +965 512 98166
Location: Kuwait