ORDERS
Do I need an account to place an order?
No — you can check out as a guest. Creating an account is optional, and lets you track orders and save your details for next time. Trouble signing in? Write to customercare@sarahsbag.com.
Can I change my order after placing it?
Yes, as long as it hasn't been dispatched. Contact us on WhatsApp at +961 3 640 038 or email customercare@sarahsbag.com to amend items, billing, or shipping details.
How do I track my order?
Once your order ships, we email you the tracking number. Questions in the meantime — customercare@sarahsbag.com.
PAYMENT
Which payment methods do you accept?
Visa and Mastercard (debit, credit, and prepaid), processed securely through Stripe. We don't accept American Express at this time. Your card is charged in full when you place an order or pre-order. One card per transaction.
Having trouble paying?
Reach us at customercare@sarahsbag.com or on WhatsApp at +961 3 640 038.
SHIPPING & DELIVERY
Where do you ship?
Worldwide via DHL, except Syria, Iran, Russia, North Korea, Israel, and Palestine.
How long does delivery take, and what does it cost?
In-stock pieces arrive within 3–7 days depending on destination. Pre-order pieces ship as soon as our artisans complete them. Shipping cost depends on the destination and is calculated by DHL at checkout.
Are duties and taxes included?
No. Prices on our website exclude all taxes and duties. As the recipient, you're responsible for import duties, customs, and local sales taxes levied by your country — these are payable to release your order on arrival.
GIFTING
Can my order be gift wrapped?
Yes — select the gift-wrap option before adding the piece to your cart and it will arrive in a Sarah's Bag gift box. Add a message at checkout and we'll handwrite it and send it with the gift.
RETURNS, EXCHANGES & REFUNDS
How do I return or exchange an item?
Contact customercare@sarahsbag.com within 7 days of receiving your order. Items must be unworn and in their original condition. Return shipping and customs duties into Lebanon are the customer's responsibility. Customized pieces are final sale.
How do refunds work?
Once we receive and check the returned piece, we'll confirm by email and process your refund within 5 business days. Your bank may take up to 10 business days to post it.
How do exchanges work?
Tell us which piece you'd like instead. Any price difference is refunded or charged accordingly. Shipping and duties both ways are the customer's responsibility.
Can gifts be returned or exchanged?
Yes — the same policy applies.
OUR HANDMADE PIECES
What if my order arrives faulty or damaged?
Every piece is handmade, and small variations are part of its character. If you're not satisfied with the quality, email customercare@sarahsbag.com with details. If your order was damaged in shipping, keep the packaging and send us photos so we can raise it with the carrier. We review every case individually.