Exchange & Return Policy

At SAPPHIRE, our customers are our first priority. Please see our easy exchange and return policies below. Alternatively, our customer care team can facilitate you on each step if you wish to exchange or return your purchased item(s).

EXCHANGE POLICY

Eligibility
Exchange requests must be made within 30 days of receiving your order

  • The item(s) must be unused and have all tags intact
  • The item(s) must be packed in their original condition
  • Please provide proof of purchase, such as the order confirmation email
  • Please note that articles purchased on discount or on sale are not eligible for exchange
  • You will be required to share proof if you have received an article that is defected, in wrong size, or an incorrect item.

Exchange Process

  • To initiate your exchange, please reach out to our customer care team at wecare@sapphire-online.com OR +44-333-880-8245
  • You can request for an exchange by sharing your order number, items you wish to exchange, proof of purchase and reason for exchange
  • Once you reach out to us with your exchange request, we will place the order on your behalf immediately to reserve your order. The order will be dispatched as soon you provide us with proof that the return of your original order has been initiated
  • To initiate your return, you will need to generate a return label against your order through the following link: Generate Return Label 
  • Alternatively, you can reach out to our customer care team at wecare@sapphire-online.com OR +44-333-880-8245 and they will provide you with a return label
  • You will need the following information to generate a return label:
    - Customer Name
    - Order Number – Please enter your order number without any special characters.
    - Return reason
    - Email Address
    - Home Address
  • While generating the return label, you will have the option to return your article either through drop-off at your nearest drop-off location or have it picked up from your doorstep
  • If a customer receives an incorrect or damaged item, SAPPHIRE will cover the return shipping costs. However, if a customer decides to return an item for any other reason, such as a change of mind, the return shipping fee of GBP 3.27 will be the responsibility of the customer.
  • In case you choose the drop off option, we have multiple drop off locations that you can choose from to drop off your items. Use the link below to find a drop off location near you
  • 📍 Find a drop off location near me 
  • In case you choose the pick-up option, our designated courier partner, Royal Mail will pick-up your order from your mentioned address
  • You will have the option to choose the date and time slot for pick up. Please note that the exchange process timeline starts from the pick-up date you select
  • As soon as you provide us with proof that your return order has either been picked up or you have dropped it off at one of Royal Mail’s drop-off points, we will dispatch your new order and you will receive it within 48 to 72 hours
  • To track the status of your return order, please use the Royal Mail tracking link: https://www.royalmail.com/track-your-item
  • In cases where the exchange order value is below the original order value, the balance amount will be provided to you in the form of an online credit voucher which can be used on our online store only. In cases where the exchange order value is above original order value, you will have to pay the differential amount using a link provided by our customer care team
  • The timeline for the exchange process varies by location as follows:
    - Mainland UK – 3 to 5 business days
    - Scottish Highlands – 5 to 7 business days
    - Channel Islands – 7 to 9 business  days

RETURN POLICY

Eligibility

  • Return requests must be made within 30 days of receiving your order
  • The item(s) must be unused and have all tags intact
  • The item(s) must be packed in their original condition
  • Please provide proof of your order, such as the order confirmation email
  • Returns are accepted only if incorrect or damaged items were delivered
  • Please note that articles purchased on discount or on sale are not eligible for return
  • You will be required to share proof if you have received an article that is defected, in wrong size, or an incorrect item

Return Process

  • To initiate your return, you will need to generate a return label against your order through the following link:
    Generate Return Label
  • Alternatively, you can reach out to our customer care team at wecare@sapphire-online.com OR +44-333-880-8245 and they will provide you with a return label
  • You will need the following information to generate a return label:
    - Customer Name
    - Order Number
    - Return reason
    - Email Address
    - Home Address
  • You have the option to return your article either through drop-off at your nearest drop-off location or have it picked up from your doorstep
  • Sapphire will bear the shipping charges for the returned items
  • In case you choose the drop off option, we have multiple drop off locations that you can use to drop off your items. Use the link below to find a drop off location near you
  • 📍 Find a drop off location near me
  • In case you choose the pick-up option, our designated courier partner, Royal Mail will pick-up your order from your mentioned address
  • To track the status of your return order, please use the Royal Mail tracking link: https://www.royalmail.com/track-your-item
  • Once your return order has been received at our warehouse and quality inspected, we will issue a credit voucher for the amount of your order which you can use at any time on our online store in the future
  • You also have the option to receive a refund for your order amount – Please note that the refund process will take 2-3 days from the time your order is returned to our warehouse
  • The timeline for the return process varies by location as follows:
    - Mainland UK – 3 to 5 business days
    - Scottish Highlands – 5 to 7 business days
    - Channel Islands – 7 to 9 business days