Customer Care

The preparation time of the orders varies and once prepared, the delivery time is from 7 to 10 working days at your point relay according to your preference.

The preparation time of the orders varies and once prepared, the delivery time is from 7 to 10 working days at your point relay according to your preference.

BR by Sarah is based in Saudi Arabia. Orders shipped within Saudi Arabia are not subject to import duties or customs charges.

For international orders, import taxes, customs duties, and local VAT may apply depending on the destination country and selected shipping method:

Please note that customs policies vary by country, and we are unable to estimate or control additional charges imposed by local authorities.

Our trusted delivery providers will update you on the status of your order via a tracking link. If it has taken longer than the estimated delivery time, please contact us with your order number to hand, and we will be happy to investigate this further.

BR by Sarah offers 1 free alteration on every order, along with the free return shipment up to 3 days from the order receiving date. In each order that will be sent, there will be a return invoice, and just contact [WhatsApp number] via WhatsApp or inquiry@brbysarah to process and schedule a pick-up appointment with the courier company DHL.

To organize a free return with DHL, please use the prepaid DHL Returns label enclosed inside your order. Contact your local DHL office to schedule a collection or return your order to your local DHL Depot.

Please send all items you wish to alter or exchange from an order in the same shipment to ensure your return is processed as quickly as possible.

Please return within 3 days of receiving your online order.

Items should be returned in their original packaging to ensure they are adequately protected in transit. We prefer that items are returned to us via DHL to ensure that they are protected during transit.

Our address for all returns is Riyadh, [rest of address here]

Items should be returned new, unused, and with all BR by Sarah and garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

Unidentified returns may be returned to the customer. If DHL are unable to collect from your address, please contact our Customer Service Team on [WhatsApp Number] or [email protected] for further assistance.

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase.

Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be replaced.