Saratily Policies
Returns & Refunds
Eligibility & Conditions
We want you to feel good about every piece you order from Saratily. If a body chain, choker or other item is not quite right, you can send it back within 14 days of the day you receive it, as long as it is in the same condition you received it. Some products have extra hygiene rules, listed below.
✓ Eligible for return
Item is unworn and unused, in the same condition you received it.
Tags are still attached and the item is in its original packaging.
Proof of purchase is included (your order number or order confirmation).
Return requested within 14 days of receiving the item.
Underwear and intimate accessories that are unopened and still sealed in their original packaging.
Personalized items, only if they arrive faulty or wrong.
✗ Not eligible for return
Items that have been worn or used.
Items without their tags or original packaging.
Underwear and intimate accessories that have been opened or unsealed.
Personalized (custom) items, unless they are faulty or wrong.
Gift cards.
Returns without proof of purchase, or requests made more than 14 days after you received the item.
Why the hygiene rules?
Underwear and intimate accessories are personal items. To protect every customer, we can only take them back if the original seal is unbroken. Personalized items are made just for you, so we can only accept them back if something is wrong with them.
Not sure which piece to choose?
If you have a question about sizing, fit or a personalized order before you buy, feel free to ask us first. We are happy to help you pick the right piece.
EU & UK Right of Withdrawal
If you live in the European Union or the United Kingdom, you keep your statutory 14-day right of withdrawal for online purchases. Within this period you may cancel your purchase without giving a reason. Our return policy applies alongside this legal right and never replaces or limits it.
What we refund on withdrawal
The full price you paid for the returned items, refunded to your original payment method.
If you withdraw from your whole order, we also refund the standard delivery cost you paid at checkout, if any, as required by law.
We issue the refund within 10 business days of receiving and approving your return.
How to exercise your right of withdrawal
One simple email is enough
Email contact@saratily.com with a clear statement that you wish to withdraw from your purchase. Please include your order number, your full name and your delivery address.
We will confirm receipt and reply with the return instructions. Return shipping for a withdrawal is paid by you.
Sealed hygiene products
As permitted by EU and UK law, the right of withdrawal does not apply to sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed after delivery. This covers underwear and intimate accessories that you have opened. Personalized items made to your specifications are also excluded from withdrawal, but they remain covered if they arrive faulty or wrong.
How to Start a Return
Every return starts with a short email to our team. We handle each request personally and send you clear instructions for your return.
Email us
Write to contact@saratily.com with your order number, the items you want to return and the reason. We reply within 24 hours on business days (Monday to Friday).
Prefer to talk?
Call +1 740 272-5703. Please have your order number ready.
Send your return request
Email us within 14 days of receiving your item. Always include your order number so we can find your order quickly.
Wait for our confirmation
We confirm your return and send you the instructions. Please do not send anything before you receive our confirmation.
Pack and ship
Place the item in its original packaging with tags attached (sealed, for underwear and intimate accessories), add your proof of purchase, and write your order number on or inside the parcel. Ship it to the return address in section 04 and keep your proof of shipping.
Approval and refund
Once your return arrives, we check it and process your refund. See section 05 for timings.
Return Address & Shipping
Returns go to our warehouse in China, not to our office. Who pays for return shipping depends on the reason for the return.
Return address (warehouse)
Zhong Lin
Room 2C-2, 2/F, No. 579 Qianpu East Road
Siming District, Xiamen, Fujian 361008
China
Please email us first and wait for our confirmation before sending your return, and write your order number on the parcel. Our office in South Carolina, USA does not accept returns, so please only use the address above.
Use a tracked service
We recommend sending your return with a tracked shipping method and keeping the tracking number until your refund is confirmed. Pack the item securely so it reaches us in the same condition you received it.
Refunds & Exchanges
Once your return has been received and approved, we refund the amount to your original payment method, whether you paid by card, PayPal, Apple Pay, Google Pay, Shop Pay or Amazon Pay.
Currency of your refund
Refunds are made in the same currency you were charged at checkout. If your bank converts the amount, the final figure may differ slightly because of exchange rates set by your bank or card provider.
Want a different item?
We do not swap items directly. To exchange, simply return the item for a refund and place a new order for the one you would like.
Refund timeline
Return received
Your parcel arrives at our return warehouse in Xiamen, China.
Check and approval
We check that the item is unworn, unused and in its original packaging with tags (and still sealed, where the hygiene rules apply), and let you know the result by email.
Refund issued (within 10 business days)
We send the refund to your original payment method within 10 business days of approving your return.
Bank processing
Your bank or card provider may need a few extra days to show the refund on your statement. If you still cannot see it after that, contact us and we will help.
Damaged, Defective or Wrong Items
We pack every order with care, but things can occasionally go wrong in transit. If an item arrives damaged, is defective, or is not the item you ordered, we will put it right at no cost to you. This also applies to personalized items and to underwear and intimate accessories.
Report it as soon as possible
Please contact us as soon as possible after delivery, ideally within 48 hours, and include photos of the item and the packaging. Reporting quickly helps us resolve the issue and send you a solution faster.
Take photos
Photograph the item, the packaging and the shipping label. Keep all packaging until the issue is resolved.
Email us
Send your order number, a short description and the photos to contact@saratily.com. A subject line like "Damaged item, order #XXXX" helps us act fast.
We replace or refund
We send you a replacement or a full refund at no cost. If we need the item back, we cover the return shipping.
Your statutory rights
Depending on where you live, you may have legal rights regarding faulty goods. This policy is offered in addition to those rights and does not limit them.
Changing or Cancelling an Order
Changed your mind right after ordering, or need to update something? You can change or cancel your order free of charge as long as it has not shipped yet. Please email us right away so we can catch it in time.
Before shipping
Email us with your order number and tell us what you would like to change or cancel.
If you cancel, we refund the full amount to your original payment method.
After shipping
The order can no longer be changed or cancelled once it has shipped.
Keep the item unused, with its tags and packaging (and sealed, where the hygiene rules apply), and follow our return process in section 03 once it arrives.
Disputes & Chargebacks
Talk to us first
Contacting us directly is almost always faster than opening a chargeback or PayPal dispute.
A bank or PayPal dispute can take weeks to settle. Our team can arrange refunds, replacements or other solutions directly. Please contact us before opening a chargeback or dispute so we have the chance to help.
By email
contact@saratily.com with your order number. We reply within 24 hours on business days.
By phone
Call +1 740 272-5703 and have your order number ready.
Don't recognize a charge? Your bank statement will show a charge from Saratily or 2T E-Business LLC. If you don't recognize a charge, email us before contacting your bank.
Online dispute resolution (EU)
If we cannot resolve a complaint together, customers in the EU can also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. You can read more in our Terms of Service.
Late or Missing Parcels
Orders are processed within 1–2 business days after payment confirmation and usually arrive 7–10 business days after dispatch. You receive a tracking number by email as soon as your order ships. Customs checks, weather or other events can sometimes cause delays, and processing can take longer during peak seasons and promotions.
Before you contact us
Check the tracking link in your shipping confirmation email.
Your order may arrive in several parcels, each with its own tracking number.
Make sure the shipping address on your order is correct.
What we will do
Look up your parcel and share the latest carrier updates.
Follow up with the carrier (UPS, DHL, YunExpress or KunYi).
Arrange a replacement or refund if your parcel is lost or damaged in transit.
Please check your address
You are responsible for entering an accurate shipping address at checkout. We are not responsible for orders delivered to an incorrect or outdated address entered by the customer. If you spot a mistake, email us right away, before your order ships.
Still waiting?
If nothing has arrived 10 business days after dispatch, let us know.
Email contact@saratily.com with your order number and we will look into it straight away. For deliveries outside the United States, customs duties or import taxes may apply and are the customer's responsibility. More details are in our Shipping Policy.
Please avoid opening a bank or PayPal dispute while a parcel is still in transit. Contact us instead so we can track it down and help you directly.
Questions? We are here to help.
Our team replies to every email within 24 hours on business days, Monday to Friday.
Please always include your order number.
This policy applies to all orders placed on saratily.com. 2T E-Business LLC, trading as Saratily, is the seller for every order. Saratily is for adults 18 and over only. Nothing in this policy limits the mandatory consumer protection rights that apply in your country or state of residence, including in the EU and the UK. We may update this policy from time to time; the version published on this page at the time of your order applies. See also our Shipping Policy, Payment Policy, FAQ and Terms of Service.