FAQ

This page is dedicated to answering some of the most commons questions we receive. If your question is not answered here, please contact us

Ordering

If you place your order before 12pm GMT your order will be processed the same business day. Orders placed after 12pm GMT will be processed the next business day.

Yes, and no. We process orders as quickly as possible which means the leggings are picked and packed almost immediately and sent out for fulfilment. If you make a mistake and immediatley contact us(with an immediate response) we may be able to cancel your order. If you wait a couple of hours or even days, we will not be able cancel your order. At this point you must wait to recieve the item in the post and then contact customer support and ask to cancel or amend your order.

To order, simple navigate to the product of your choice, select your size and press the "buy now' button. You can pay using the many phone payment systems such as Apple Pay, Google Pay, or Amazon Pay without needing to enter any inforamtion or you can manually add your credit or debit cards detials on our checkout system.

Please go to our contact page and select the contact method you prefer. The quickest way to contact us is by our green WhatsApp widget on the bottom right hand corner of your desktop or mobile phone screen.

A pre-order is an upfront payment for a product which is not in stock or has yet to be released at the time of purchase.  Pre-order purchase you will not effect your consumer rights.  Due to the nature of our business we produce our products in limited numbers which means that with increased demand we may sometimes run out of stock. By buying in advance you are reserving a leggings up-front which cannot be sold to another customer. A pre-order payment can be made up to 10 weeks before the arrival of a product, but we generally deliver pre-orders in under 4 weeks. Delivery times can be effected by the time of the year, and sudden increases in demand. Pre-order payments are fully refundable if a customer not longer wants the item or no longer wants to wait.

Yes, we do sell gift vouchers. Our gift voucher is available to buy like any other product. Simply locate it in the shop or type "gift voucher' in the search bar. Pick the amount you want to gift and then add it to the basket and pay as per normal. You will then be emailed an E-Gift Voucher and code which can be printed or emailed to the lucky recipent.

Same as above. Contact customer services here.

Orders are shipped from our HQ in the United Kingdom, and our HQ in Ireland.

There is a dedicated 'discount code' box on the final page of the checkout where you can type in the disocunt code. The system will automatically add it and then deduct it from the price. Please contact us if you have any difficulties.

Yes, the 'add note to order' field is located in the basket. If you have any special requests or notes which you would like to send to a gift recipient please add it here. If you forget to add a not to your order, contact us and we can do maunally - but you need to contact us asap

We accept all major credit and debit cards, Paypal, Shopify Pay, Klarna, Amazon Pay, Apple Pay, Google Pay and as of June 2020 we have partnered with Clear Pay UK.

Delivery

We will no longer guarantee deliveries by 1pm the next working day for items posted from Thursday 19 March 2020 onwards. As a result, we will not consider a claim for delay for items posted using the Special Delivery Guaranteed by 1pm service from that date. In addition we will not during this period offer our Consequential Loss service and we will not accept any related claims. Our Special Delivery Guaranteed by 9am service remains unchanged.

Shipping is free on all UK orders. Free orders are sent as 1st class items only.

Yes, if you require a special delivery or signed for you can pay for these services at the checkout.

We can, but there is a strict cut-off time of 10am. Otherwise you we will not get it dispatched in time and it is chargable.

Our standard shipping price to Ireland is £5.15. We offer a variety of different services, from tracked to courier but they have different prices. View prices here.

So far, the answer is no. We have never said "no" to a customer - yet.

That depends where you are. UK mainland orders typically take between 24-48hours(weekdays) or less than 24 hours if a next-day delivery service is paid for. If an order is placed on a Saturday after 12noon it will not be delivered until Monday or Tuesday of the following week. Orders to Ireland can take between 5-10 days depending on the day of the week. Busy periods such as sales or holidays can put pressure on our fulfiment services and may delay the processing of the order by a few days. If this happens you will be notified.

Yes, but UK mainland only.

Yes, but UK mainland only. If you would like your order delivered on Saturday it is an extra cost.

No, once a parcel has left our HQ we are unable to change the delivery address. Please be extra sure the delivery address listed is correct before confirming your order.

Returns

You can read our full returns policy here

If you would like to return or exchange an item please go to the returns portal and submit your request. You will need your order number and account email. Follow the instructions on the protal and choose from the list of options. Once submitted we aim to respond to returns/exchanges twith 3-4 days.

Yes, as long as the size is in stock or we produce the size you are requesting we can do a size exchange.

No, we will only exchange your order for the same item in a different size/colour.

No, we do not accept orders back which have been worn for a period of time. At this point the product is considered used and due to the nature of the product they can not be re-sold.

30 days.

Yes, if you discover a fault with your product please contact us immediately. In these cases we request photos of the fault so we can determine the process of action. To notify us about a faulty item email us on : returns@sara-da-silva.com

We will send you an email to notify you that we have received your returned item. Following an inspection, please allow up to 10 days, depending on volume, for us to process your exchange or refund. Exchanges only apply for the same item in a different size/colour.

First, the item you wish to exchange must be returned and recieved at our HQ by our staff, then processed and inspected. When satisfied that the item is in 'new' condition, the requested exchnage item will be sent to you. Typically this can take between 10-15 days from start to finish. (from the time you ship us the product, to the time you receive it back in the mail) Location can also has an impact on the timeframe.

Please contact us via WhatsApp or by email here.

Product

You can wash all of our products in a washing machine - at lower temperatures. The premium fabrics we use in our products are very robust but will suffer from ill treatment and incorrect washing and drying methods. To ensure tip top condition, do not tumble dry any of your products and instead, hang to dry. They dry really quickly naturally, becuase thats what they are designed to do!

Currently we do not stock our products anywhere, but if you would like to 'try before you buy' our payment provider partners Klarna have teamed up with us to offer a 'buy now pay later' service for customers in the UK. Find out more here.

Great question. Buying the correct sized online clothing online can be tricky. To help we have a dynamic sizing chart under each product on our website to help you understand the sizing. If you get stuck reach out on the WhatsApp chat or via email.

We use the UK sizing index.

Our products are made from Polyamide(Nylon) and Elastane(Lycra). The precentage of each depends on the product and the fabric.

Our products are made in Brazil.

Yes, of course all of the raw materials, and the labour is ethically sourced and produced.

Our products are made by our partners in Brazil. It is a family run business run by two brothers and their wives with approx 12 seamstress employees.

Please notify us that the product you want is out-of-stock and we may pre-order the item for you or in some cases inform that the product is no longer available. So, please ask.

Discounts and Promotions

Generally we do not discount our products, but sometimes we discount select items.

We sometimes send discount codes in our email newsletters to our regular subscribers.

You will find a blank 'discount code' box on the checkot page of the website. Enter your code here and the system will automatically deduct it from the total. Contact us if you have any difficulties.

Billing and Refunds

We accept the follwing methods of payment: Amazon Pay, AMEX, Apple Pay, Google Pay, Klarna Pay, Mastercard, PayPal, Shopify Pay, Visa Card, ClearPay

We will not decline transactions at checkout, only authorise the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorised amount will show on your account for around 7 working days, regardless of a successful transaction being made. This amount has not been debited, it has only been ring-fenced from your available balance.

If your payment method is rejected and you are using a valid credit card from Mastercard, Visa, or American Express, then please contact your bank for assistance.

This means that the details you've given us do not match the details your bank has for you - please ensure your billing address matches your statement address exactly.

As we ship from Sara Da Silva HQ here in the UK, you wouldn't pay Customs and Import inside the European Union. However, outside the Union, charges may apply when the goods reach their destination. We don't have any control over the amounts charged.

Please note that if your order is over a certain weight, we may have to split the delivery into more than one parcel resulting in more than one charge – unfortunately this is beyond our control.

Payments by debit / credit card, Amazon Pay, Google Pay, Klarna Pay, PayPal, Shopify Pay, Apple Pay and ClearPay will be charged immediately.

Once your order's gone through, you should receive an email with an order number. If you don't receive an email, just double check that you've spelt your email address correctly. If you've checked and you're still unsure, please email our customer service centre who will be happy to look into this for you.

No, you have not been charged by us or do we have your money. This a common issue with Irish residents who use a Revolut card. Please call the bank to resolve the issue.

Orders shipped domestically in the UK, or within the European Union (regardless of invoicing address) are liable to pay VAT at the current rate. The current rate of VAT is 20%.

Yes all items purchased on our webiste are charged with 20% VAT included in the price.

If you require a VAT invoice, please email customerservices@fatface.com. Please specify whether you require an email or paper copy of this information – either way, it'll be with you in just a few days.

Yes, when you place an order online you will recieve a transactional email with a digital receipt, which is downloadable. To minimise paper consumption we no longer send a paper invoice with the order.

Once your refund has been authorised, it can take up to 10 days to land in your account.

Use this text to answer questions in as much detail as possible for your customers.

Brexit & Customs information

No, you will not pay customs charges when you buy from sara-da-silva.com or the SDS shopping app

All orders for the Republic of Ireland are now fulfilled from our HQ in Ireland, and thus no longer sent from outside the EU.

Yes, even though you buy from the Republic of Ireland we are a British registered company and must charge 20% VAT on the sale of all our products. This applies to all customers in the EU & Internationally.

No, we do not have an Irish website, but we are planning to launch one very soon. Regardless of where you are located in the world there is only one website you can buy our leggings sara-da-silva.com or on our shopping app.

No, customers in Ireland can now return their orders to our Irish HQ - find our address here

Sometimes due to variances in stock at each of our locations certain orders must be partially fulfilled, which can mean that items are posted from two different warehouse locations or at differents times.

No, even if one of your items is posted from the UK you will not be charged customs fees, and as long as it is just one item and the contents value is not equal to £135.00 or more.

Yes, you can now select to display prices in euro and pay in euro at the checkout.

On our website scroll right down to the bottom of the homepage(or any page)and select the flag of the currency you would like to shop in. The website will automatically display your chosen currency. On the SDS app, open  the sidebar menu, scroll to the bottom and select the currency you would like to display.

Contact our customer services team by email at support@sara-da-silva.com or ask us a question using the chat messenger on our website.

Pre orders

To pre order navigate to the pre order collection page on the our website.

When you have found the pre order products, in the pre order collection, select the item you want to buy and its size as you would normally. Then click the 'pay now' button. You have paid for and reserved your pre order product.

Typically 2 to 3 working weeks.

Yes, each pair of leggings, or product is made to order for you and must be paid for up front.

If you want to cancel your pre order you must tell us immediately about your intentions. Remember we make them to order for you!

You can return the product to us and we will work with you to find the right size or in some cases we will ask for your measures if you have special sizing requirements.

No, only those products in the pre order collection.

In most cases no we cannot as the product has been discountinued, but we always advise you to reach out and ask us as its varys widely on the style and pattern your after.