Return & Exchange Policy

While all orders are non-returnable and non-exchangeable, if your item arrives with a clear defect, stain, or is different from what you ordered, please contact us within 2 working days of receiving your parcel.
Need support with a recent delivery?

We’re here to help if something’s not right.

While all orders are non-returnable and non-exchangeable, if your item arrives with a clear defect, stain, or is different from what you ordered, please contact us within 2 working days of receiving your parcel.

Reach out via email at hello.sauntra@gmail.com, and include:

  • Clear photos showing the issue
  • An unboxing video that captures the full opening process
  • Your order number
  • Your name and contact

Once approved, here’s how the exchange process works:

  1. We’ll confirm your exchange request by message or email.
  2. Please ship the item back within 3 days of confirmation.
  3. Once received, we’ll send out the replacement or issue store credit.

Customers are kindly asked to cover return shipping. We recommend using a tracked service to avoid lost parcels.

Due to hygiene reasons and fast-moving inventory, late requests cannot be accepted.

Thank you for understanding and supporting our small business.
What items are not eligible for return or exchange?

To be considered for exchange, items must:

  • Be brand new, unused, and in original packaging
  • Have all tags attached
  • Meet our quality issue criteria with proper documentation.

The following items are non-returnable and non-exchangeable:

  • Sale or final sale items
  • Pre-order or made-to-order items
  • Personal hygiene items (e.g. earrings, lip oils, hair accessories)
  • Items returned used, worn, washed, or without packaging
  • Requests submitted after the 2-day window

Please note:
Minor thread ends, small fabric particles, or marks from storage are normal manufacturing traits and do not count as defects.
A gentle note on unboxing

We encourage you to record a video while opening your parcel.
It’s a helpful way to document the condition of your order and support any concerns that may arise.

Warm reminders: The video must clearly show the unopened parcel being opened in full.
Why might the product look slightly different from photos?

Color may vary slightly due to lighting, screen settings, or filters.
We do our best to capture each item as accurately as possible, but subtle differences can happen.
What if sizing feels slightly off?

Our size chart is based on flat-lay measurements.
Due to fabric elasticity and technique, a ±4cm difference is considered acceptable.

If unsure, we recommend comparing the measurements with your own clothing to determine the best fit.
How are return decisions handled?

We do our best to handle all return and exchange requests with care and fairness.
Sauntra reserves the right to make the final decision in special cases involving policy interpretation or exceptions.
Force Majeure

Delays or changes due to external factors — such as supplier shortages, fabric delays, or extended production times — may impact delivery.
We appreciate your understanding in such situations.

If you have any questions, feel free to reach out to us at hello@sauntra.com — we’re happy to help however we can.