CUSTOMER SERVICE - Online Polices

  • Orders

    PHONE ORDERS

    For assistance placing an order online, please contact Customer Service at 1.866.814.1404 from Monday-Friday between 9AM-8PM Eastern Standard Time.

  • ORDER STATUS

    To view the status of your order, please log into your customer account at sandro-paris.com. Once your order has been placed we are unable to change or make revisions to the order.

  • ORDER CANCELLATION

    To request an order cancelation please contact us at 1.866.814.1404 with your order number as soon as possible after submitting the order. Once your order has been processed we are unable to cancel it.

  • Shipping

    SHIPPING DESTINATIONS:

    Sandro-Paris.com delivers to addresses in the United States only. At this time we are unable to deliver to PO boxes or APO/ FPO addresses.

    For order shipping to the UK please visit uk.sandro-paris.com or France fr.sandro-paris.com.

  • PROCESSING TIMES

    Orders are processed Monday through Friday, excluding holidays. All packages are shipped via FedEx. Please allow 1-2 business days for processing.

    Two-day and overnight orders are given top priority. Orders with these shipping methods must be received and clear any fraud screening by 1PM EST to ship the same day. Orders received after 1PM EST will ship the following business day.

    We will contact you with a follow-up email if the merchandise you have selected is not currently in stock.

  • CHANGE OF SHIPPING ADDRESS

    Once your order is placed we are unable to change the shipping address. We offer you the possibility to create several shipping addresses within your account. When submitting your order you may select the address where you would like the order to be delivered.

  • SATURDAY DELIVERY

    At this time we are unable to deliver on Saturdays.

  • SHIPPING RATES

    • FedEx Ground: Free
    • 2-Day: $22.00
    • Next Day: $30.00


    *Please note that we are unable to ship to P.O. Boxes.

  • My account

    Create an account

    Registering for an account offers you an easier and faster way to place your orders. You can customize your account preferences and save your billing and shipping information for faster checkout. Your account also allows you access to your order history so you can track and check up on your most recent orders. Your wish list lets you customize and save your favorite items so you can email them to your friends or purchase them later. Your password confirms that only you can have access to your account information.

  • Logging in to your account:

    To log in to your account, click "My account" in the upper right corner of the homepage and enter your login information in the customer space.

  • Newsletter subscription:

    To subscribe to the newsletter, enter your email in the field located in the bottom right corner of the homepage and fill out the title, first name and surname, and email fields in the in the "Subscribe to the newsletter" section

    To unsubscribe from the newsletter, click on the Unsubscribe link at the bottom of each Sandro newsletter.

  • Your password:

    Your password is necessary to access your online account, place and track orders. If you do not remember your password, tell us your email address by clicking on "Forgot your password" when you are in the login window. We will send you an email to reset your password.

    To change your password, simply go to the personal information of your account and click the "edit" link in the space dedicated to passwords.

  • CHANGE YOUR ADDRESS

    Once an order is placed we are unable to change the shipping or billing address. Your Sandro-Paris account allows you to save multiple addresses, which you can select at checkout in the Shipping Address and Billing address sections..

    Have a question? Contact our customer service by filling out the contact form located on the contact page of the website.

  • PAYMENT

    METHOD OF PAYMENT

    Payment methods accepted on sandro-paris.com are: Visa, Mastercard, American Express, Discover & Paypal.

    An authorization will be placed on your account upon placing an order, and settlement processed upon the shipping of your order.

    At this time we do not accept multiple payments

  • SALES TAX

    Sandro-paris.com charges sales tax for items being delivered to CA, CT, FL, IL, NJ, NV & NY. Please note tax calculations are based on state and county regulations based on the zip code of the shipping address and are subject to change.

  • SECURITY

    Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

  • RETURNS

    RETURN POLICY

    Orders placed online may be returned online only. We cannot accept online returns at Sandro boutiques. Full priced merchandise can be returned for a full refund within 30 days of the ship date.

    If you choose to return multiple items from one order, it must be returned in one shipment. Additional returns from an order that has already been refunded will not be accepted.

    If you need to return several orders, please do not combine the returns. Return orders individually, using a separate return label for each order.

    FINAL SALE ITEMS ARE NOT ELIGIBLE FOR RETURN.                                     

    Worn, altered or washed merchandise is not accepted for return.  All items being returned must be in the original condition, with all tags attached.

    Footwear must include the original shoebox in its original condition.  Upon receipt of the return Sandro reserves the right to deny a return if the merchandise does not meet return policy requirements. 

    An $8.00 shipping fee will be deducted from your total refund amount.  Please allow up to 10 days for processing returns upon receipt.

    We recommend making a note of your return shipping tracking number in order to track the progress of your return shipment. 

    Returns may also be sent back via alternate methods, however we recommend using an insured, traceable method.  

    Our Return Shipping address is:          
    Sandro Returns                            
    1009 West Middlesex Avenue                            
    Port Reading, NJ 07064                            

    Shipping charges for expedited shipping will only be refunded in the event we processed an order incorrectly or the items are found to be defective. In the event we process and order incorrectly, or you receive a damaged or defective item, we will gladly accept the item for a full refund at our expense.    

    Still have questions? Customer service can be reached Monday – Friday between 9 AM – 8PM EST at 1.866.814.1404.

  • MAKING A RETURN

    1. Complete the return form included in your order by filling in the code that best explains your reason for return and the quantity of items you are returning.

    2. Tear off the bottom portion of the form and include it in your shipping box along with the items you wish to return. Please remember that the bottom portion of the form must be enclosed with merchandise

    3. Attach the pre-paid, self-adhesive return label to your securely packed and sealed package and drop it off at the nearest FedEx location. To find a FedEx location, please visit www.FedEx.com or call FedEx customer support at 1-800-463-3339 to schedule a pick up.

    4. Your refund will be processed within 10 business days upon receipt.

    Should you wish to use an alternate shipping method for the return we recommend using a trackable insured method. Returns may be shipped to:

      Sandro Returns
      1009 West Middlesex Avenue
      Port Reading, NJ 07064

     

  • DAMAGED ITEM

    In the event that you receive a damaged or defective item, we will accept it for a full refund at our expense. To arrange a refund for your product, please contact Customer Care online or at 1.866.814.1404 Monday – Friday between 9 AM – 8PM EST.

  • WRONG ITEM RECEIVED

    In the event that we process an order incorrectly we will accept it for a full refund at our expense. To arrange to a refund for your product, please contact Customer Care online or at 1.866.814.1404 Monday – Friday between 9 AM – 8PM EST.

  • RETURN SHIPPING

    Sandro-Paris provides a pre-paid self-adhesive FedEx return shipping label with every order to facilitate easy returns. Should you choose to make use of the label, an $8 return shipping fee will be deducted from the amount of your return order. We recommend making a note of your return shipping tracking number in order to track the progress of your return shipment. Returns may also be sent back via alternate methods, however we recommend using an insured, traceable method.

  • REFUNDS

    Your refund will be processed within 10 business days of receiving your return. Your credit card issuer may require additional days to process the credit before posting to your account. Full priced merchandise will be credited to the original payment method and sale merchandise will be refunded as online store credit to your online Sandro-paris.com account. If you do not have an online account, a secure password will be emailed to you once the online store credit is issued. An $8 shipping and handling fee will be deducted from your total return refund.

  • EXHANGES

    At this time, Sandro-paris.com cannot automatically process exchanges. To exchange an item, please return the item you wish to exchange and place a new order on Sandro-paris.com.

    • STOCK & PRODUCTS

      CHECK STORE INVENTORY

      Each of our stores can view the inventory of the entire network. To determine if an item of interest is available in one of our boutiques we recommend you contact the store nearest you. For the contact information of our stores, visit the store locations section of our website at the following link : us.sandro-paris.com/stores

    • Past collections

      To locate items from past seasons, we invite you to visit our store locator for a list of our outlet shops at the following link : us.sandro-paris.com/stores

    • Item availability:

      To receive notification when an item becomes available we recommend subscribing to our e-mail alert service, accessible on each product page.

      What is an e-mail alert service? The e-mail alert service informs you by e-mail of the arrival of a product on our online store. It is activated in each product description as soon as a size is unavailable.

      I received the e-mail alert notifying me of the item's availability, but it isn't there. The e-mail alert is only sent as soon as the product is in stock again at our online store. However, we cannot guarantee that the product is available as other customers might have purchased the product before you came onto our website.

      The item no longer appears on the website. Why? You might not see several items in our online store again at the end of the season. These products are withdrawn as they are no longer available at the end of the season.

    • Product photos

      The key features of the items are presented on our online store in every item description. However, the images, photos and colours of the items on sale might not correspond to the actual colours as a result of the web browser on the screen used. The products may seem slightly different from one website to the next, depending on the differences in artistic direction during the product shoots of our stockist websites.

    • Product size

      To find out equivalent sizes at Sandro, we suggest you go to the size guide in each product description.

    • Product care

      Care advice appears in the item descriptions for information. To take care of our products, you should follow the care instructions on the product labels. When these instructions indicate dry-cleaning, it is the most suitable method. If the product has leather components, we recommend taking it to a leather care specialist.