FAQ
RETURNS
What is your return policy?
We handle returns on a case-by-case basis with the ultimate objective of making our customers happy. We stand behind our products and work hard to ensure everything is made with the highest attention to quality and detail. All returns are applied to the original form of payment.
Is there a time limit? What if the product is used?
We will do our best to take care of customer and deal with them fairly; we ask that our customers treat us fairly as well. From time to time we may not accept a return. There are no time limits for returns.
If the product has been used we kindly ask that you provide an explanation for the return so that we can learn how to improve our product and service.
How do I return products?
If you are unsatisfied with your product in any way and would like to return it, exchange it, or receive a refund, please contact Customer Care to initiate your return/exchange at hello@sarajolie.com.
Our team will be happy to assist you and provide clear instructions on how to proceed. If the product needs to be returned we will provide you with a complimentary return label. To receive this:
Complete the Return/Exchange For and print the pre-paid label.
When applicable, return labels will be sent to the email address attached to your original order unless otherwise specified. Returns will only be processed once the Return/Exchange Form is included and the desired action is specified.
Pack and Ship your return
Please safely pack the products and include the return form. Affix the prepaid return label to the box and ship it back to us by bringing the return to the carrier on the return label.
What if I received an order with broken items, missing items, or my package is missing?
Please contact Customer Care immediately after receiving your delivery or when you notice your package is missing so that we can best assist you.
If product is broken or faulty please include a photo of the damage in your request to Customer Care.
For missing packages marked delivered to the address on the order, please allow a minimum of 2 business days before filing a claim with the carrier.
SHIPPING
Where do you ship from?
All orders ship from our headquarters and production facility located in township of Maltby, located 10 minutes from Woodinville, Washington.
Do you offer free shipping?
Yes, we provide FREE Standard Shipping on all orders within the mainland United States. Free Standard Shipping orders are processed within 1-3 business days, depending on product availability. We cannot guarantee a date of arrival with our free ship option but orders typically take 1-7 business days to arrive once they have been processed by the shipping carrier. International customers receive free shipping on all orders $250 and over.
Do you offer faster shipping?
Yes, we do provide 2-Day and Expressing Shipping options. However, 2-Day and Express Shipping options do come with an added shipping cost.
All express orders placed after 2pm ship the next business day and do not include weekend delivery.
Do you ship internationally?
Yes, international shipments (outside Canada and continental US) are subject to a $35 non-refundable shipping charge. Sara Jolie Skincare is not responsible for additional custom clearance charges.
Where is my order?
You will receive an email as soon as your order is shipped with your tracking number.
Any other questions?
For any other questions please reach out to our Customer Care team and we will gladly support you with your request.