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Need some help?

Below you'll find our most frequently asked questions. If you still need help, our friendly and knowledgeable Customer Care team are on hand to answer your questions by telephone, email and live chat.

The team is available Monday to Friday, 9am to 6pm, by phone, email or live chat during working hours.

They can place orders over the phone, advise on products or styling, and will endeavour to deliver the same level of knowledge and advice you receive in our stores. We look forward to hearing from you.

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Your Order

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 8435or email us at customercare@saharalondon.com for further assistance.

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 and Klarna - Pay in 3 instalments.

If you are based in the EU under the ICACRs, you have the right to cancel your online order with us at any time before you receive the goods you ordered within 14 days without giving reason.

You must notify us within writing that you wish to cancel the contract for your entire order. You can either email customercare@saharalondon.com or write to us at Notice of Contract Cancellation, Sahara Online Returns Department, Primrose Hill Courtyard, 7 Erskine Road, London NW3 3AJ. You may also use the cancellation form but it is not obligatory.

The cancellation period will expire 14 days from the day after you received your order provided you give us written notice. You have 14 days to notify us that you wish to cancel your contract. The cancellation of contract applies to your entire order. Once a customer has notified us that they wish to cancel their order they then have an additional 14 days to return the item to us. Please note that customers must bear the cost of returning the item to us. Your outbound postage will be refunded to the amount of £4.95 (standard UK delivery postage charge).

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. 

It is very rare that Sahara receives returns due to faulty items. However, very occasionally faults do occur. If you suspect your item may be faulty, please return it to the address below along with a completed Returns Note. 

Should we find that your item is faulty, we will offer you a full refund inclusive of outbound and return postage costs. We will process refunds within 14 days of receipt of your item(s), however please note that refunds can take up to 21 days to show on your account. Please note that items damaged as a result of wear and tear are not considered to be faulty and will be returned to the purchaser.

Sahara operates on a DDU (Delivery Duty Unpaid) basis. If your order is being delivered outside of the European Union, local import duty and local taxes may be applicable. Such import duties may impose a delay in your goods clearing customs, of which Sahara has no control. Sahara is not financially responsible for any local import duties and taxes imposed on your goods.

Any local duty/taxes/customs fees imposed are payable locally by the purchaser. The purchaser is responsible for providing any information required by Customs & Excise to ensure the goods are cleared.

Please note Sahara is unable to refund any duty paid on items returned to us either due to fault or unsuitability as this is a contract between the purchaser and their own countries Custom & Excise. If you are unsure of whether to expect to pay duty on goods shipped to your country from the UK, please contact your local Customs & Excise office who will be able to advise you further.

Delivery & Returns

DPD delivers UK orders 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. DPD will send you a time slot on the day of delivery, along with options to rearrsnge, leave in a safe place or with a neighbour.

Please refer to our 'Delivery Costs' section below for further information on your country's expected delivery timeframe and pricing.

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 28 days from the date of purchase - 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. Returns are made at the cost of the customer and we recommend sending via a signed for service.

For in store purchases, please refer to 'In Store Purchases'

We offer deliver world wide! Varying services are available to the following countries:

Europe:

All deliveries to Europe will be sent via courier and a signature will be required upon delivery. Delivery times are approximate, but your delivery should reach you within 3-10 working days.

Countries we deliver to: Andorra, Austria, Belgium, Cyprus, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland and Vatican City State.

ROW:

All international deliveries will be sent via courier and a signature will be required upon delivery. Delivery times are approximate, but your delivery should reach you within 5-10 working days.

Countries we deliver to: Antigua, Australia, Bahamas, Bahrain, Barbados, Canada, Cayman Islands, Fiji, Grenada, Hong Kong, Israel, Jamaica, Japan, Jerusalem, Jordan, Korea, Kuwait, Malaysia, New Zealand, Saudi Arabia, Singapore, South Africa, United Arab Emirates, USA and Virgin Islands.

Sahara is a small privately owned company, designing from our base in a Primrose Hill Mews, in NW London. We really appreciate hearing your comments on helping us to develop our styling, fits, colours and fabrics to your satisfaction - so please tell us what would you like to see most as an improvement to your Sahara product.

Thank you so much for your interest and loyalty in supporting and buying our clothing brand - we couldn’t have done it without you!

We hope that you are happy with the items that you have purchased from Sahara. However, we do understand that you may wish to return your items for a refund if they are not suitable. All items purchased online and returned in a clean, unworn and resalable condition are eligible for refund, excluding items that pose a hygiene risk, such as earrings. These items are strictly non-returnable.

If bought online, items may be returned to us by post or returned to one of our 15 boutiques. Please note, refunds for online purchases that are returned to store will be issued within 48 hours, not at the time of return. Both full price and sale items may be refunded. Please note that this does not include any concessions or independent Sahara stockists.

Sahara online offers a no-quibble 28 day returns policy on full price and sale items. Items received after the time periods stated will not be eligible for a refund unless items are found to be faulty. Please note that we do not offer an exchange policy online on any item(s). Should you wish to order another item or size, we advise that you place a new order online or contact our Customer Care team on +44(0)20 7483 8435.

We aim to issue refunds within 14 days of receipt of returned items. However, please note that it can take up to 21 days for sums to be credited to your account.

Unfortunately we do not offer free returns, therefore the cost of the return is the customer's responsibility. Please be sure to obtain a proof of postage when returning items to us. We cannot be held responsible for items that fail to reach us.

Our full returns address is as follows: 

Sahara c/o Torque, Challenge Way, Cutler Heights Lane, Bradford, BD4 8NG

Returns may be made by post to the above address supplied, or brought into any of our Sahara boutiques, where the goods will be returned to our warehouse on your behalf free of charge. Please note that this does not include any concessions or independent Sahara stockists.

Goods must be returned unworn with tags still attached. Unsuitable goods that are not returned in a resaleable condition will not be eligible for a refund, and will be returned to the purchaser. We recommend that goods are either sent back in their original packaging or in a protective jiffy bag, available from most local Post Offices.

Please note that due to our commitment to maintaining the highest standard of hygiene, earrings are strictly non-returnable. As such, we caution against purchasing earrings as gifts because they will not be eligible for a gift receipt or return.

You will find a Returns Note with your goods. Please make sure that you include a completed Returns Note with the items you wish to return so that we can forward your comments to our design team, who are always keen to receive feedback from our customers.

For further information and terms and conditions relating to contract cancellation, please refer to our Terms & Conditions section or alternatively contact our Customer Care team on +44(0)20 7483 8435 or email us at customercare@saharalondon.com

Postage costs will only be refunded where goods are found to be faulty. Please note that any local customs or duty charges paid by the purchaser cannot be refunded by Sahara, as this is a contract between you and your own country's Customs & Excise. We cannot be responsible for packages that fail to reach us. Free certificates of postage are available from the Post Office.

Should you have any queries regarding our returns policy, please do not hesitate to contact us at customercare@saharalondon.com

Your statutory rights remain unaffected by this policy.

If you are unable to sign for your order on the day of your delivery then you are entitled to ask for your goods to be left with a neighbour. If it’s easier, we can arrange for your goods to be delivered to an alternative address, such as a work address or with friends and family. Email our Customer Care team at customercare@saharalondon.com or telephone us on+44(0)20 7483 8435.

We are sorry to hear that your order has not yet reached you. Please contact our Customer Care team on+44(0)20 7483 8435Monday – Friday between 10am-6pm or email us at customercare@saharalondon.com.We aim to respond to all customer enquiries within 24 hours.

Don’t worry, you will only pay for one lot of postage per order, no matter how many parcels.

You can return unsuitable purchases made at Sahara stores to any Sahara
boutique nationwide. For full-price purchases made in-store, a refund will be
offered, providing the return is made within 14 days of purchase. An exchange or credit note will be offered for any items returned to store after 14 days and within 28 days. Sale items purchased in store can be returned within 7 days for an exchange or credit note.

Sahara offers free delivery on all UK orders over £200. Further delivery options are listed as below:

UK Standard Delivery, 3-5 working days, £4.95.

UK Next Working Day Delivery (if ordered before 2pm, excluding weekends), £9.95.

Standard European Delivery, 5-10 working days, £12.00.

ROW Delivery, 5-10 working days,
1-3 items £12.00.
3-5 items £15.00.
5+ items £26.00.

Miscellaneous

Sahara is a small privately owned company, designing from our base in a Primrose Hill Mews, in NW London. We really appreciate hearing your comments on helping us to develop our styling, fits, colours and fabrics to your satisfaction - so please tell us what would you like to see most as an improvement to your Sahara product.

You can contact us via any of the contact methods listed on this page. Our friendly customer care team will pass these directly to the revelant team.

Sahara strives to lower its impact on the envronment wherever possible. Part of this pledge means we produce at least 50% of our collection in the UK. Anywhere else we manufacture, we do so based on that country's expertise in specialist dyeing techniques and workmanship to produce the highest quality garments.

Absolutely! You can request a gift voucher by contacting our customer care team via email or phone. Please note that gift vouchers can be used in-store and online.

Gift vouchers can also be purchased directly in-store.

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