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 we make available to buy before its arrival on our store. Because we make all our prodcuts in limited numbers its ensures that a pair(s) are reserved up-front and cannot be sold to another customer. A pre-order payment can be made up to 6 weeks before the arrival of a product depending on the time of the year or the lead times. 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, and Google Pay.

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.