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FAQs, Shipping, & Returns

FAQs

Does Sarah Flint have any retail boutiques?

Yes, Sarah Flint currently has multiple Pop-up Stores! You can find all the location information here.

My shoes are a bit snug, will they break in?

Your Sarah Flint shoes are designed to fit comfortably snug. With wear, the leather will stretch, molding to the shape of your foot each step of the way. The shoes will stretch across the widest part of your foot as you break them in, but they will not stretch in the length.

The shoes I want are sold out. Is there anything I can do?

If the shoes you are interested in are sold out, you can add yourself to the waitlist for that particular product and size! If that style is restocked, you will be notified as soon as it comes back into stock. If you have any specific questions about a restock, please email support@sarahflint.com

How do I refer a friend?

Sign into your account and click “refer a friend.” From there you can share your personalized referral link to as many friends as you want. Your friend will receive a $50 off coupon code which can be redeemed at checkout. You will receive your $50 off coupon once your referred friend makes a purchase.

Can I use a discount code on a Sarah Flint sale item?

At this time all discount codes apply to full-price merchandise only. Our system only allows for one code to be used per order.

What payment methods do you accept?

Sarah Flint accepts payments from all major credit cards and through Paypal, Affirm, and Apple Pay. 

Do you charge sales tax to my state?

Sales tax is collected in select states as required by law. You can see the exact sales tax on your order after entering your address information on the checkout page.

Contact Us

Customer service is readily available and happy to assist from Monday-Thursday 9AM-6PM & Friday 9AM-1PM EST. You can reach us by:

  • Email: support@sarahflint.com
  • Phone: (866) 237-8760 | Text: (716) 304-2825
  • Instagram DM: @sarahflint_nyc
  • Virtual appointment: Book here
  • Live chat: sarahflint.com

COVID Precautions

The health and safety of our employees, customers, and partners are of the utmost priority. Our warehouse takes these precautions and follows these protocols:

  • Temperature scans for every employee upon entering the facility
  • Employees with fever or respiratory illness must go home and only return once symptoms have resolved
  • Drivers are equipped with and instructed to wear N95 masks
  • Security personnel are equipped with and instructed to wear N95 masks
  • Receiving department is equipped with and instructed to wear N95 masks when in contact with drivers entering the premises
  • Employees are must wash their hands multiple times a day with antibacterial soap, and whenever they enter or re-enter the building from outside
  • All employees are to avoid direct contact with others and maintain a minimum of 6 feet of distance when possible
  • Employees picking and packing items must wear masks when working indoors
  • Cafeterias, bathrooms, conference rooms, and shared workspaces are cleaned on a daily basis with disinfecting chemicals

I just ordered a made-to-order item. How long will my order take to ship?

Your shipping window depends on the item you have ordered. Our usual production window for made-to-order items is 14-16 weeks, but you can find the exact window on the product page right above where you select your size.

These are for my wedding or a very special event. Can you rush my order?

We take artisanal craftsmanship very seriously. To ensure your item is of the highest quality, we adhere to a 14-16 week production window for made-to-order items. For questions or concerns about timing, please reach out to support@sarahflint.com to speak with our customer experience team.

Can I return or exchange my made-to-order item if it doesn't work with my outfit or does not fit?

All made-to-order sales are final.

I just purchased an item on pre-order. How long will my order take to ship?

Your shipping window depends on the item you have ordered. Our usual pre-order window is 2-4 weeks, but you can find the exact window on the product page right above where you select your size.

How do I know if my order is a pre-order?

All items that are pre-order will be clearly listed as pre-order, with a shipping window on the product page right above where you select your size. If you have a question about whether or not an item is on pre-order, please reach out to support@sarahflint.com and we will be happy to clarify. 

Gift Card

Are there fees associated with the purchase of a gift card?

No, we do not charge additional processing fees.

Do gift cards expire?

No, there are no expiration dates for either digital or physical gift cards.

How are physical gift cards delivered, and what does the recipient receive?

All physical gift cards will be delivered via FedEx. Each card is placed in a ribbon-sealed, blue-and-white box, decorated with Sarah Flint’s hand-drawn floral print.

How are digital gift cards delivered, and what does the recipient receive?

Digital gift cards will be delivered via email. We recommend that the gift giver send the confirmation email to their own email address, and then forward it to the gift recipient to assure delivery.

How do I check the balance on a gift card?

Please reach out to support@sarahflint.com for questions about your balance.

If an item is returned that was purchased on a gift card, how are the funds returned?

The funds will be returned to the gift card. We are unable to refund the credit card used.

Can physical gift cards be sent to international customers?

Yes. For international orders including only a physical gift card, there will be a $35 shipping fee with no duties and taxes applied. For international customers purchasing a physical gift card along with another item, our standard shipping fee, duties and taxes will apply.

Shipping

How soon will my order ship?

Orders placed on a weekday before 12:30 p.m. (EST) will generally begin processing that day. Orders placed after 12:30 p.m. (EST) will generally begin processing the next business day.

Please allow 24-48 hours for your order to process before shipping.

For orders placed on weekends or holidays, orders will generally begin processing on the next business day. Holidays and peak sales time may alter your shipment timeframe. 

Do you offer free shipping?

Yes. We offer free standard ground shipping on all orders over $150 USD within the United States.

Do you offer free international shipping?

For international orders, shipping is $50. Please note that additional customs fees, taxes, tariffs, duties, and brokerage fees in the country of delivery are charged at checkout. These fees are the sole responsibility of the customer and are non-refundable.

For UK Customers: Please note that, due to updated HMRC VAT Regulations, we are currently unable to ship orders under £135 to the UK.

How long will it take to get my package?

All our packages are shipped via FedEx from the NY Metro Area. For our standard free shipping, shipping takes between 1-5 business days, after allowing for the 24-48 hour initial order processing window. For express service, we offer 2-day or overnight service.

Currently, we do not offer Saturday delivery.

Can I have my package sent to a freight forwarding company or a P.O. box?

We do not provide delivery to freight forwarding companies. Unfortunately, our carriers are unable to deliver to APO/FPO addresses or P.O. boxes at this time.

When will I get my shoes if I select overnight or 2-day shipping?

For our express shipping options, please note that standard processing times do apply. Orders placed past 12:30 pm will ship the following business day. Please email support@sarahflint.com if you have any specific delivery timing needs and we will do our best to accommodate.

Returns & Exchanges Start a Return

How long do I have to return or exchange an item?

Returns or exchanges will be accepted within 21 days from the date purchased for all full price & non-made-to-order items.

Please note that there are no returns or exchanges on sale items. All sale purchases are final.

Do you offer price adjustments?

Yes! We will honor price adjustments on any full-price purchase that falls within a 10-day window during our Semi-Annual Sale.

When will I get my refund?

Our new returns process allows for faster, more immediate refunds. Your refund will now be processed once your returned package has been scanned by FedEx. 

Please allow 7-14 business days for refund processing for international returns, if you need this expedited please reach out to support@sarahflint.com.

What are the return or exchange parameters?

Merchandise must be unworn and undamaged, and in its original packaging including the original packing slip. As worn items are non-refundable, we highly recommend trying your shoes on in a carpeted area, as this will preserve the sole of the shoe. We do not do exchanges for international customers. Please note an order can only be exchanged one time.

Please note that there are no returns or exchanges on sale items. All sale purchases are final. 

I am an international customer. Can I exchange or return my order?

At this time we only accept returns on international orders. We do not currently offer exchanges but our amazing customer service team is here to help find you the perfect fit by sending exact measurements of shoes or return steps. You can contact them at support@sarahflint.com.

Please note that there are no returns or exchanges on sale items. All sale purchases are final.

How do I return or exchange an item?

Click here to get started, and our easy returns process will walk you through the steps. You will need your order number and shipping zip code to begin the return process. Your order number can be found on your confirmation email, the packing slip included in your shipment, or by contacting our support team.

We are not able to reimburse customers who use their own return shipping label. If you need multiple return labels or would like to combine multiple orders as one return, please reach out to support@sarahflint.com for assistance to ensure your exchange or refund is processed in a timely manner.

When will my exchange ship?

Once your return shipment has been scanned by FedEx, your exchange order will be processed in accordance with our standard processing times (24-28 hours).

Please note we cannot guarantee inventory for exchange items until the corresponding return is sent back. If for any reason, the item you selected is not available, one of our customer support agents can help find you a suitable replacement or assist in a refund.

How long does my exchange take to arrive?

All exchanged merchandise will be shipped via Fedex ground, and will arrive within 2-7 business days. Please note that all exchange orders will be shipped “No Signature Required”. If you need to receive your exchange faster or with “Signature Required” please contact us at support@sarahflint.com and we will be happy to assist.

What happens if my package gets lost?

Sarah Flint will not assume responsibility for reimbursement or compensation in the event a returned package is lost, stolen or mishandled. Please keep all tracking details for your records.