Faq

Creating a Sandro account is easy:

1 - Click on My Account on the top right of the homepage
2 - Once you are on the login page, click on Create An Account
3 - Enter your personal information
4 - Confirm

We recommend you create an account so you may access the following advantages:

- Tracking your order
- Printing your invoice
- Saving your payment details
- Benefiting from certain offers only available to our account-holding customers

To sign in to your account, click on My Account at the top right of the homepage and enter your login details. You will have access to your complete order history.

TTo sign up to our newsletter, simply enter your email address on the bottom right of the Sandro homepage. You can create an account and select ‘I want to receive the Sandro newsletter’ located after the fields required to create your account.

Some offers are only for our customers when they are logged into their accounts, which is why, to be eligible, we recommend you create an account.

To unsubscribe from the newsletter, click on the ‘unsubscribe’ link found at the bottom of every Sandro newsletter. From the moment you unsubscribe, you will no longer receive any emails from Sandro, including invitations to our exclusive sales.
 

If you have forgotten your password, enter your email address in the login page, then click on ‘Forgotten your password’ ? You will receive an email enabling you to reset your password.
To change your password, simply go to your account, go to the My Details page, and enter your new password.

To change your address, log in to your account, then click on My Addresses, go to your billing addresses, and select your default billing address. If you haven’t created one, add a new address or modify the existing address.
If you no longer want to receive post from us, please contact our Customer Service team via the contact form.

The personal information collected on the Website is for SANDRO only, with Customers’ consent.
We are committed to protecting your personal information.

That is why all your personal information is processed in the strictest confidentiality, in accordance with the provisions of the French data protection act (law 78-17 of 6 January 1978), for the purposes of processing your orders.
Customers’ personal information and data are necessary for managing orders and Customer relations, and for keeping Customers informed of any offers or commercial information that may interest them.

This data may be passed on to service providers and contractual partners who participate in and contribute to managing orders.
This information and order management are also kept for security reasons, in accordance with legal and regulatory obligations, and also to help SANDRO improve and customise the service it offers to its Customers.
Personal information will be kept for a maximum of 3 years.

Customers have the right to access, rectify or contest personal information pertaining to them.
To exercise this right, you must send an email to our Customer Service team by filling in the following contact form. You must provide an official document as proof of your identity.
We will send you an email to confirm that your request has been taken into account. Your ID document will be kept for a maximum of 1 year.

When entering personal information on the website and before it has been collected, any customer can agree to receive information relating to Sandro. In accordance with current legislation, such information will only be sent to Customers if, and only if, they have expressly agreed to receive it.

When visiting the site, information relating to Customer browsing may be saved in ‘Cookie’ files installed on the Customer’s device (computer, tablet, smartphone). These cookies are issued by SANDRO to facilitate browsing on the site and to help recognize a Customer’s browser when they connect to the Website.

These cookies are issued to:
- Establish traffic statistics (number of visits, pages viewed, abandoning in the middle of an order, etc.).
- Adapt the Website’s layout according to a device’s display preferences.
- Remember information entered on forms, manage and secure access to private, personal pages such as a Customer account, and manage the Order cart.

SANDRO reserves the right to install cookies on Customers’ computers when they visit the Website.

A cookie is a small file sent to Customers’ computers and stored on their hard drives. If Customers have a record with SANDRO, their computers will store an identifying cookie that will save them time each time they return to the SANDRO website, as it will remember Customers’ email addresses.
Customers cannot be identified through a cookie. Its aim is to signal any previous visits made by Customers to the Website to help SANDRO personalize its services.
Customers can configure their settings to deactivate cookies and therefore prevent cookies from being installed on their computers without their express agreement.
Any configuration implemented by Customers may modify Internet browsing and access conditions for certain services on the Website that require the use of Cookies.
On Mozilla Firefox :
Click the ‘Tools’ menu button and choose ‘Options’; select the ‘Privacy’ panel, then choose the desired options or follow this link.

On Microsoft Internet Explorer :
Open the ‘Tools’ menu, then select ‘Internet options’; click on the ‘Privacy’ tab, then ‘Advanced’ and choose the desired level or follow this link.

On Safari :
Choose ‘Safari > Preferences’, then click ‘Privacy’; in the ‘Accept cookies’ section, select the desired options or follow this link.

On Google Chrome :
Open the settings menu (wrench symbol), then select ‘Options’; click on ‘Advanced options’ then in the ‘Privacy’ section, click on ‘Content settings’ and choose the desired options or follow this link.

On Ios :
https://support.apple.com/en-gb/HT201265

You can also type ‘Cookies’ into the ‘Help’ section of your browser to find configuration instructions.

Customers can express and change their preferences regarding cookies at any time, via the means described below.
The Website uses applications issued by third parties that enable Customers to share content on the Website with other people or to give these other people their opinion concerning the Website’s content (Social media such as Facebook, Google+, Twitter, etc.).
When Customers visit a Website page that features a ‘Share’ or ‘Like’ button, their browsers establish a direct connection with the servers of the social media platform in question.
If Customers are connected to the social media platform while browsing, the application buttons link the pages visited to their accounts.
If Customers are interacting via a plug-in, for example by clicking the ‘Like’ button or leaving a comment, the corresponding information will be sent to the social media platform in question and published to their accounts.
If Customers do not want social media to link the information gathered by the Website to their accounts, they must sign out of the social media in question before visiting the Website.

SANDRO is not responsible in any way or under any circumstances for the content or functioning of any social media, including social media that may be linked to the Website.

To place an order on our website, simply:

1 - Select items on the website and add them to your cart
2 - Confirm your cart
3 - Enter your delivery address
4 - Select your delivery method
5 - Choose your payment method, then enter your bank details

We recommend you create an account so you can track your order and consult your invoice.
Once your order has been confirmed, you will be directed to a screen confirming that your order has been placed. A few minutes later, you will receive a confirmation email with your order number.

If you have chosen standard or express shipping, you will receive a shipping confirmation email within 1-3 business days. During promotional periods, this delay may be extended. It will include your FedEx tracking number, which will help you track your package's location.

Please note :
- If you change your mind, your order can be cancelled within two hours once your order has been confirmed. To do so, you can click here and enter your order number and email address.
- During special operations on the website and in the event of stocktaking, the preparation period may be extended (in which case you will be notified on the website)

Our search engine, located at the top of our homepage, makes it easy to find items. You can search by desired style or color.
If you want to refine your search further, you can use our filters by style, color or size. Our filters are located at the top left of every page featuring multiple styles.

No changes can be made to an order after it has been placed. However if you change your mind, you can cancel your order within two hours of purchase. To do so, you can click here and enter your order number and email address.

Past this time frame, your order can no longer be cancelled. However, you can still contact us by phone at 1.866.814.1404 for any questions regarding canceling your order. Customer service will be closed on Public Holidays.
Except for final sale items, you may return your order by following the instructions indicated in your package. Please note, a $8.00 in shipping and handling fee will be deducted from your total refund amount if you decide to use our PrePaid shipping label.

All refunds are processed within up to 20 business days of the package returned to our facility. During promotion periods, delays can be expected.

To use a promotional code, simply enter it into the 'add discount code' field located on the shopping cart page.
Once the code has been validated, the offer will automatically be applied in your order.
If your promotional code has expired or is not applicable to an item in your cart, a message will be displayed to tell you the code is not valid.
Please note that welcome discount codes cannot be combined with other promotional offers and cannot be applied to previous purchases.
Please contact our Customer Service team via the contact form for any further clarification.

Virtual e-gift cards may be purchased online and physical gift cards are available for purchase in store. Both e-gift cards and physical gift cards can be used online and in store (excluding corners) and are only valid in the country of issue.

To find a cart you have not confirmed, simply log in to your account and then click on ‘Shopping Cart’.
Shopping carts need to be confirmed within 30 days. This period is renewed every time you add a product and at every stage of the ordering process.
After this time, the selected products will no longer be visible in your shopping cart.

Please note :
- Putting an item in your shopping cart does not reserve it. Some items may therefore be out of stock. If that is the case, an ‘out of stock’ message will appear.

You can put styles you like aside using the wishlist. Items will stay there as long as they remain in stock. You can turn your wishlist into a shopping cart.

We take the greatest care with your items so that they are not damaged in transit and so you can maintain them over time, all our fragile items are delivered in specific protective packaging.

In each package, you will also find a Fedex return label and your return voucher, which you can use if you want to return an item.

The payment methods accepted on the website are credit/debit card (Visa, MasterCard, American Express and Discover), Apple Pay, Klarna, PayPal, or SANDRO Gift Cards.
Credit/debit card transactions on our website are perfectly secure.
We have an SSL certificate, which ensures that payment pages are encrypted and that data remains confidential.
Your card will be debited on the shipping date.
You cannot pay for your order in instalments.

Every time you order, we will offer to save your card details. This will save you time the next time you order. You will only need to enter the cryptogram on the back of your card to confirm the payment. It will be deleted after every order and you will be asked to re-enter it every time you order.

SANDRO Gift Cards:
- May be used online and in stores.

The prices on our website are identical to prices in stores. There is no mark-up.

Tax free shopping is not available on sandro-paris.com.

If you have an account, you can print an invoice from your account page under the ‘My Orders’ section. If you do not have an account, you can contact our Customer Service team so that one of our advisors can send you an invoice by email.

During promotional periods, please allow up to 10 business days for shipment processing.

us.sandro-paris.com delivers to addresses in the United States only. At this time we are unable to deliver to PO boxes, APO/FPO addresses and hotels.

Orders are processed Monday through Friday, excluding holidays. All packages are shipped via FedEx. Please allow 2-4 business days for processing. Two-day and ShopRunner 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.

Please allow 2-4 business days for order processing before it is ready for shipment.

If you have an account, you may track the progress of your order at any time in the ‘My Orders’ section of the ‘My Account’ page.
You will also find your order details and their status in this section, and you may also print your return label.

If you do not have an account, you can follow the status of your order by entering your order number and email address here.

Once your package has been dispatched you will receive an email containing your Fedex tracking number. Please visit the website of the carrier and enter the tracking number, in order to find out the location of your package.

Statuses explained :
In preparation : your order is being prepared. It has not yet been dispatched. Once it has been dispatched, you will receive a dispatch email containing your Fedex tracking number.
Dispatched : your order has been dispatched from our warehouse. You will have received a dispatch confirmation email. You may follow the progress of your package by clicking on the tracking number indicated.

During promotion periods, delays can be expected.

If you are missing items from your order or if you did not receive your order, please check with your neighbors or doorman first. If you still haven't received your order two days after the delivery date indicated in your tracking, or if you are missing items, please contact our Customer Service team by clicking here, or call us at 1.866-814-1404. Our team is on hand to help you Monday through Saturday between 9 a.m. – 7 p.m. Eastern Standard Time.

We understand that package theft is a frustrating and growing concern. While we take every precaution to ensure your order arrives safely, we cannot control what happens once the package is delivered. However, we're here to help!

Here are a few steps to protect your deliveries:
• Delivery Instructions: If possible, provide detailed delivery instructions (such as "leave at back door" or "deliver to office") to make sure your package is left in a secure spot.
• Secure Your Delivery: Consider using options like secure package lockers, delivering to a workplace, or a trusted neighbor’s address if you won't be home.
• Track Your Package: Use our tracking feature to know when your package is arriving, so you can plan to bring it inside as soon as possible.
• Report Issues Quickly: If your package is stolen after delivery, contact us right away! We’ll work with you to provide the best possible solution and assist in any claims with your carrier.