FAQ
Last Updated: August 18, 2026
This FAQ provides clear answers to common questions about Sarvell’s Leather Bags, including Shoulder Bags and Hand Bags, shipping, returns, refunds, payments, cancellations, and customer support.
Shipping FAQs
1. Where does Sarvell ship?
Sarvell currently ships only within the United Kingdom. We do not currently offer delivery outside the UK.
2. How much does shipping cost?
Our standard shipping charge is a flat rate of £7 per order.
There are no additional standard shipping charges added by Sarvell after checkout.
3. Which shipping carrier does Sarvell use?
We use Evri for shipping orders within the United Kingdom.
Where tracking information is available, customers can use the tracking details provided for their order to follow the shipment.
4. How long does delivery take?
Our estimated total delivery time is 4–6 business days.
This includes:
- Processing time: 1–2 business days
- Transit time: 3–4 business days
- Estimated total delivery: 4–6 business days
These are estimated timeframes and are not guaranteed delivery dates.
5. What is Sarvell’s order cut-off time?
Our order cut-off time is 3:30 PM (GMT+1), Monday–Friday.
Orders placed before 3:30 PM on a business day will normally enter the processing queue from that business day. Orders placed after 3:30 PM, or on weekends and applicable non-business days, will normally be treated as received on the next business day for processing purposes.
6. How long does it take to process my order?
Orders normally require 1–2 business days for processing.
Processing includes preparing the Leather Bag, checking the order details, packaging the product, and arranging the shipment.
Processing time is separate from transit time.
7. What if my package is delayed?
Delivery times are estimates, and a package can occasionally be delayed because of carrier operations, severe weather, incorrect delivery information, or other circumstances outside Sarvell’s control.
If your package has not arrived within the expected timeframe, contact us at support@sarvell.shop with your order details. We will review the available shipment information and assist where possible.
8. What should I do if my order appears to be lost?
If your order has not arrived and the tracking information does not provide a clear delivery status, contact Sarvell at support@sarvell.shop.
We will review the available tracking information and, where appropriate, determine the next step based on the carrier’s status or investigation.
9. What happens if I provide the wrong delivery address?
Customers are responsible for providing a complete and accurate delivery address.
If you notice an error after placing your order, contact us immediately. We will try to assist, but changes may not be possible once the order has entered processing or has been dispatched.
Additional costs caused by incorrect or incomplete delivery information may be the customer’s responsibility where applicable.
Return & Refund FAQs
10. How long do I have to return an item?
Sarvell accepts eligible returns within 24 days from the date the order was delivered.
You must contact us within this period to request a return.
11. Does Sarvell accept returns for non-defective products?
Yes. Eligible non-defective Leather Bags may be returned within the 24-day return window, subject to the conditions of our Return & Refund Policy.
For example, a customer may request a return because they changed their mind or no longer want the product.
For these returns, the customer is responsible for the return label and return shipping cost.
12. What if I receive a damaged or defective Leather Bag?
If your Leather Bag arrives damaged or defective, contact us at support@sarvell.shop as soon as possible.
Please provide:
- Your order number
- Clear photographs of the Leather Bag
- Photographs showing the damage or defect
- Photographs of the packaging
- A photograph of the shipping label, where applicable
We will review the information and determine the appropriate resolution.
13. What if I receive the wrong product?
If you receive a Leather Bag that is different from the product you ordered, contact us at support@sarvell.shop with your order number and clear photographs of the product and packaging.
We will review the issue.
If Sarvell sent the wrong product and the return is approved, Sarvell will cover the applicable return-label cost.
14. Who pays for return shipping?
For an eligible non-defective return, the customer is responsible for the return label and return shipping cost.
If the return is approved because Sarvell sent the wrong product or the product arrived damaged or defective due to an issue attributable to Sarvell, Sarvell will cover the applicable return-label cost.
15. Do I have to contact Sarvell before sending a return?
Yes.
Customers should not send a product back without receiving return instructions from Sarvell first.
Contact support@sarvell.shop with your order number and reason for the return. We will review the request and provide the appropriate instructions if the return is eligible.
16. What condition does the product need to be in for a return?
The Leather Bag should be returned in a condition that allows us to properly inspect and assess the product.
Customers should take reasonable care of the product and, where possible, return the original packaging and any accessories or items supplied with the order.
If a product has been used, altered, stained, or damaged after delivery, this may affect the refund to the extent permitted by applicable law.
17. Does Sarvell charge a restocking fee?
No.
Sarvell charges £0 restocking fee on approved returns.
18. Does Sarvell offer direct exchanges?
No. Direct exchanges are not accepted.
If you want a different Leather Bag, you will need to return the eligible original product according to our Return & Refund Policy and place a new order separately.
19. When will I receive my refund?
Once an eligible return has been received and approved following inspection, Sarvell processes the refund within 10 business days.
The time required for the refund to appear in your PayPal account may vary depending on PayPal or your financial institution.
20. Where will my refund be sent?
Approved refunds are processed through the original payment method used for the order, which is PayPal.
21. What should I do if my refund is delayed?
If you have been informed that your refund has been processed but you have not received it within the expected timeframe, first check your PayPal account and payment information.
If you still cannot locate the refund, contact support@sarvell.shop with your order number and refund details.
We will review the refund status. If Sarvell has already processed the refund, any additional delay may be related to PayPal or the customer’s financial institution.
Payment FAQs
22. Which payment method does Sarvell accept?
Sarvell currently accepts PayPal for online orders.
23. When is payment taken?
Payment is required when the order is placed.
The order can proceed through normal processing once the payment has been successfully authorized or completed through PayPal.
24. What happens if my PayPal payment fails?
If a payment is declined, cancelled, or otherwise unsuccessful, the order may not be processed until successful payment has been received.
If you experience a payment problem, you may need to check your PayPal account or contact PayPal for assistance.
Order Cancellation FAQs
25. Can I cancel my order?
Yes. Customers may request cancellation within 1 day (24 hours) of placing the order.
Cancellation requests should be sent to support@sarvell.shop as soon as possible and should include the order number.
26. Can I cancel my order after 24 hours?
After the 24-hour cancellation period, cancellation may no longer be possible.
Cancellation may also no longer be possible once the order has entered processing or has already been dispatched.
If cancellation is no longer possible, the customer may use the applicable return process after delivery if the product qualifies under our Return & Refund Policy.
Product FAQs
27. What types of products does Sarvell sell?
Sarvell focuses on Leather Bags, including:
- Shoulder Bags
- Hand Bags
Product pages provide relevant information about each individual product.
28. Can product colours look different from the website?
Yes. Product colours may appear slightly different depending on your device, screen settings, lighting, and photography conditions.
Customers should use the product information and images provided on the relevant product page when making a purchasing decision.
Customer Support FAQs
29. How can I contact Sarvell?
You can contact us by email:
Our chat support is available 24/7.
Our business hours are:
Monday–Friday: 9:00 AM–5:00 PM (GMT+1)
30. What information should I provide when contacting customer support?
For an order-related enquiry, please provide your order number whenever possible.
If you are contacting us about a damaged, defective, or incorrect product, provide clear photographs of the product, packaging, shipping label, and the issue where applicable.
Providing this information helps us review your enquiry more efficiently.
Privacy FAQs
31. How does Sarvell use my personal information?
Sarvell may use customer information to process orders, arrange delivery, provide customer support, manage returns and refunds, maintain business records, improve the website, prevent fraud, and meet applicable legal requirements.
We do not sell customer personal information as part of our normal business operations.
32. Who may receive my order information?
Where necessary to provide our services, information may be shared with relevant service providers, such as PayPal for payment processing and Evri for delivery services.
Information may also be shared where required for legal, security, or legitimate business purposes.
General FAQs
33. Where is Sarvell based?
Sarvell’s business address is:
5 Albright Cl, Pocklington York YO42 2PE, United Kingdom
34. Does Sarvell ship outside the United Kingdom?
No. Sarvell currently ships only within the United Kingdom.
35. Where can I find the full store policies?
Customers can review the relevant policy pages on our website for complete information about:
- Shipping
- Returns & Refunds
- Payments
- Privacy
- Terms of Service
- Order cancellations
If you have a question that is not answered in this FAQ, please contact support@sarvell.shop. Our chat support is available 24/7.