UK Delivery & Returns Information
At Sanders & Sanders, we are committed to delivering your orders quickly and efficiently. Below, you'll find everything you need to know about shipping and returns.
Stock Availability
While items listed as "in stock" are available to order, please note that our website does not feature live stock syncing. For outlet styles, stock levels are updated manually.
If an item is out of stock when you place your order, we will check our in-store stock. If the item is available, we will collect it from the store to fulfil your order. If it's not available, we will contact you to offer a revised dispatch date or a full refund.
Order Processing
Orders are processed Monday to Friday, excluding weekends and factory holidays. Please see our FAQs at the bottom of this page for a full list of closure dates.
Shipping Services & Timeframes
Accessories: Sent via Royal Mail with Tracked 24 service, dispatched within 1-2 working days.
Footwear: Sent via DHL with tracked next working day service, dispatched the same or next working day.
While we do our best to meet these estimates, delivery times may vary based on location, order volume, and unforeseen circumstances.
Delivery Costs
Orders under £100: £7.20
Orders over £100: Free Delivery
Tracking Your Order
Once your order has been dispatched, you will receive a confirmation email with tracking information so you can monitor your delivery status.
If you won’t be home, you can use the tracking link to choose an alternative delivery option, such as changing the delivery day, collecting from a local point, or selecting a safe place or neighbour.
Please note: If you choose a safe place option, either through the tracking link or by specifying one at checkout, you accept full responsibility in the event the parcel is lost, stolen, or goes missing.
Delivery Issues & Delays
If your order is delayed or you experience any issues, please contact us, and we will assist you as quickly as possible.
Responsibility for failed deliveries: If a parcel is returned to us because it was refused, not collected, or otherwise undeliverable due to the customer’s actions, you may be responsible for any shipping costs, which may be deducted from your refund.
Inspecting Your Order
Please check your items as soon as they arrive. If there’s an issue with your order, such as a faulty, damaged, or incorrect item, contact us before using the product. We’ll help you resolve the issue as quickly as possible.
Item Care & Return Conditions
We want you to be fully satisfied with your order. If you do need to return or exchange an item, returns must be received by us within 30 days of the date you receive your order.
Returned items must be in perfect condition, in original packaging, and returned with the delivery note and a completed returns form. You can download a copy of our returns form here: UK Returns Form.
When trying on footwear, please do so on a clean, soft carpet to avoid any damage to the soles. We also recommend using a shoehorn to help preserve the shape of the shoes. Please avoid bending or creasing the footwear until you're sure you do not want to return or exchange them.
Please note: We’re unable to accept returns for footwear that shows signs of wear, creasing, or damage, as this makes the item unsuitable for resale, unless the return is due to a defect or fault in the product.
Faults & normal wear: We're unable to accept responsibility if the shoes have been worn, or if the reported fault is due to normal wear and tear.
Non-compliant returns: If a return does not meet these criteria, it will not qualify for a refund, and the cost of returning the item to you will be your responsibility.
Return Shipping
We unfortunately do not offer a free returns service, and customers are responsible for return shipping costs. We recommend using a tracked delivery service and obtaining proof of posting, as we cannot accept responsibility for items lost or damaged in transit.
Royal Mail’s Tracked 24 and 48 services provide a convenient and cost-effective option, allowing you to book online, arrange a home collection, or drop off your parcel at a nearby location.
Processing Time
We aim to process returns within 10 working days of receiving the returned items. Please allow additional time during factory holidays, weekends, or public holidays, as these may delay both the return delivery and processing. Please see our FAQs at the bottom of this page for a full list of closure dates.
Refunds
Refunds will be issued to your original payment, less the shipping charge (if applicable). Once your refund has been issued, you will receive a confirmation email.
Orders with Discounts: If you used a promotional discount (for example, £20 off your first order), the discount will be applied across all items in your order.
• If you return part of your order, your refund will reflect the price of the returned item minus the portion of the discount applied to it.
• If you return your entire order, you will be refunded the full amount you paid for the items.
Free Gifts: If a promotional free gift was included with your order, it must also be returned if, following any returns, refunds, or exchanges, the remaining order value falls below the qualifying spend threshold for the promotion. If the gift is not returned, its value will be deducted from your refund.
While we process refunds promptly, the time it takes for the funds to appear in your account will depend on your bank or card issuer. Please allow up to 30 days for the refund to be reflected in your account.
Exchanges
If you wish to exchange an item, we offer free exchanges up to two times per order. For any additional exchanges, a delivery charge of £7.20 will apply.
If you are exchanging for an alternative product and there is a price difference, we will contact you to arrange for any additional payment or a refund.
Should the requested exchange item be out of stock, either at our factory or in our store, we will contact you to offer a revised dispatch date or a full refund.
Your Statutory Consumer Rights
Nothing in this policy affects your statutory rights as a UK consumer.
Under UK law, you have the right to:
• Cancel your order within 14 days of receiving it, for a full refund.
• Receive goods that are as described, of satisfactory quality, and fit for purpose.
• Request a refund, repair, or replacement for faulty products.
Cancellations must be made in writing and can be emailed to: shop@sanders-uk.com.
FAQs
Unfortunately, we do not deliver to British Forces Post Office (BFPO) addresses. If you place an order with a BFPO address, we will contact you for an alternative delivery address. If an alternative cannot be provided, we will issue a full refund.
If you need to make a change or cancel your order, please contact us as soon as possible. We’ll do our best to help before your order is dispatched, but once it has been shipped, changes or cancellations may not be possible.
Our delivery partner will typically leave a notice with instructions on how to arrange redelivery or pick up your parcel from a nearby location.
• If delivery fails due to your actions (e.g., wrong address, refusal to accept, or failure to collect), the parcel may be returned to us. In this case, you may be responsible for any shipping costs, which could be deducted from your refund.
• If delivery fails due to a courier or company error (e.g., lost parcel, incorrect delivery), we will take responsibility and provide options to reschedule delivery or issue a full refund.
We do not process orders during our factory holiday periods, and no one is available to accept return parcels during these times.
Our 2026 closure dates are:
- 4th April – 12th April
- 23rd May – 31st May
- 25th July – 9th August
- 24th October – 1st November
- 24th December – 4th January 2027
Yes, you're welcome to drop off your online order at our store for return.
We’re happy to exchange your item in store if the replacement is in stock. To avoid disappointment, we recommend contacting our factory or the store directly before your visit to check stock availability. If your desired item is available at the factory but not in store, we can arrange for it to be sent to the store.
However, please note that we are unable to issue refunds in store. You can return your order to the store, and we will process the refund from our factory against your original online order. Remember to bring your delivery note and completed returns form with you.
Still Have Questions?
If you have any questions about your order, delivery, or returns, we’re here to help.
Email us: shop@sanders-uk.com
Call us: 01933 353066
Prefer to use a form? Submit your enquiry via our Contact Form
We aim to respond as quickly as possible during business hours.