Refund policy
At Barbara & Sarah Palm Beach, we want our customers to understand exactly what to expect when requesting a return, refund, or cancellation.
We recommend reading the policy below before completing your purchase. By placing an order through our website, you acknowledge and accept the terms set out in this policy.
1. Returning an Item
Qualifying products can be returned within 30 days of the date they are delivered.
To qualify for a return, the product must comply with the eligibility requirements explained below.
2. Return Eligibility Requirements
We can accept a return when the item:
- Has not been worn, used, or damaged
- Remains in its original condition
- Still has its original labels and packaging
- Is submitted for return within 30 days of delivery
- Has received prior approval from our customer service team
You are welcome to try an item on for sizing and fit in the same way you would normally do in a physical store.
Products showing signs of wear, washing, use, or customer-caused damage may be subject to a deduction reflecting any loss in value.
3. Damaged, Faulty, Wrong, or Misdescribed Products
If an item arrives damaged or defective, or if you receive an item that is incorrect or not as described, please contact us promptly so we can investigate the issue.
Claims should be submitted by email to info@barbaraandsarah-palmbeach.com and should include:
- Your order number
- Clear photos of the product and its original packaging
- A short explanation of the problem
Please keep both the product and its packaging while the claim is being reviewed. Do not send the item back or dispose of it unless our customer service team specifically asks you to do so.
Where necessary, we may request further photographs, video footage, or other reasonable information to help us assess the claim.
Once the claim has been reviewed and approved, the appropriate solution will depend on the circumstances and may include:
- Sending a replacement
- Providing a partial refund
- Providing a full refund to the original payment method
- Issuing store credit
- Another suitable resolution
The final resolution will be determined after the information and supporting evidence have been reviewed.
4. Products That Cannot Be Returned
We do not accept returns for:
- Products where a hygiene seal has been removed or broken
- Personalized items
- Custom-made products
- Products damaged as a result of improper use
For hygiene reasons, underwear, shapewear, and bras cannot be returned once the hygiene seal has been removed.
5. Return Shipping, Authorization & Restocking
All authorized returns must be shipped to the Warehouse Address confirmed by our customer service team.
Please do not send a return before you have:
- Contacted our customer service team
- Received written approval for the return
- Received the relevant return instructions
- Been given confirmation of the correct Warehouse Address
A package returned without authorization, or sent to an address other than the one provided by our team, may not be accepted or processed.
Standard Return Shipping
For ordinary returns, customers are responsible for arranging and paying for return shipping to the Warehouse Address provided by our customer service team.
Examples of standard returns include returns due to:
- Changing your mind
- Personal preference
- Fit
- Selecting the wrong size
- Any other reason unrelated to the item being damaged, defective, incorrect, or not as described
For standard returns, the original shipping charges are not refundable.
Damaged, Defective, Incorrect, or Misdescribed Orders
The standard return-shipping conditions described above do not apply where a product has been confirmed as:
- Damaged
- Defective
- Incorrect
- Not as described
These situations are handled separately in accordance with Section 3.
Please do not ship such an item back unless our customer service team has instructed you to do so.
Tracking Your Return
Standard returns must be sent using a tracked shipping method to the Warehouse Address supplied and confirmed by our customer service team.
Please keep the following until your return is fully completed:
- Your tracking information
- Proof that the parcel was shipped
- Your shipping receipt
Except where applicable law requires otherwise, Barbara & Sarah Palm Beach cannot be held responsible for return parcels that are lost, delayed, or delivered to the wrong location when the customer has used an untracked service or has not followed the return instructions provided.
15% Restocking Fee
A 15% restocking fee is charged on all approved standard returns.
This fee contributes toward the costs of inspecting, handling, processing, and returning the item to inventory.
The same 15% fee may also apply to:
- Unopened parcels
- Deliveries refused by the customer
- Unclaimed packages
- Parcels automatically returned to us
When the Restocking Fee Does Not Apply
The 15% restocking fee is not charged when an item has been confirmed as damaged or defective under Section 3.
It also does not apply where an incorrect item is resolved under Section 3.
Claims are assessed individually based on the circumstances involved.
6. Requesting a Return
To begin a return request, contact us at info@barbaraandsarah-palmbeach.com.
Please provide:
- Your order number
- The item or items you wish to return
- Your reason for returning them
- Clear photographs if the issue involves damage, a defect, or an incorrect item
- Your full name
- Your shipping address
Our customer service team will normally provide the next steps within 24 business hours, Monday through Friday.
A return is only considered authorized once written approval and the relevant return instructions have been provided by our team.
Products sent back before receiving authorization may not be accepted or processed.
7. Cancelling an Order
Orders can be cancelled within 15 minutes after purchase.
After order processing has started, we cannot guarantee that a cancellation request can still be completed. Whether cancellation is possible will depend on the status of the order at the time the request is received.
Once an order has been delivered, you may request a return in accordance with the terms of this policy.
8. Refund Processing
After your returned product reaches us and has been inspected:
- We will inform you of the result of the inspection
- If approved, the refund will be sent back to your original payment method
- Your bank or payment provider may require 5–10 business days to complete the refund
Where applicable, the 15% restocking fee will be deducted from the amount refunded.
Original shipping charges are not refundable for standard returns.
These deductions do not apply where a full refund has been approved for a confirmed damaged or defective product under Section 3.
The exact time it takes for funds to appear in your account depends on your bank, card issuer, or payment provider.
9. Store Credit
We may offer store credit in certain situations at our discretion.
Where store credit is issued:
- It is non-refundable
- It can only be issued once for an order
- It cannot be redeemed for cash
- It cannot be transferred to another person unless applicable law requires otherwise
10. Unsuccessful Delivery or Address Errors
If a parcel is returned to us because the shipping information entered during checkout was incorrect or incomplete, we may offer one of the following options:
- One additional delivery attempt after the parcel has returned to our warehouse and the correct delivery address has been confirmed; or
- Store credit as a goodwill solution, depending on the condition of the returned merchandise
Additional shipping fees may need to be paid before the parcel can be dispatched again.
If returned merchandise is no longer in its original condition, an appropriate deduction may be made to account for the reduction in value.
Orders that are refused at delivery, remain unclaimed, or are automatically returned may also be charged the 15% restocking fee described in Section 5.
11. Changes to This Policy
Barbara & Sarah Palm Beach may amend or update this Returns, Refunds & Order Cancellation Policy from time to time.
Any revised version becomes effective once it is published on our website.
A later policy update will not retroactively change a return request that had already been approved under an earlier version of this policy.
12. Contact Details
Email: info@barbaraandsarah-palmbeach.com
Phone: +1 332 455 0985
Customer Service Hours
Monday–Friday: 9:00 a.m.–5:00 p.m. ET
Saturday–Sunday: Closed
Shop: Barbara & Sarah Palm Beach
Company: VEVA Ecommerce
Company Registration Number: 99916959
Company Address: Wethouder Kortingstraat 6, Bergen L, 5854PN, Netherlands