Faq

Find in just a few clicks answers to your questions about your online purchase or in store, but also about our items and our services

Choose your type of purchase :
Online shopping
In store shopping

My account

1 — Create an account

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

2 — Log in

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.

3 — Receive updates about Sandro offers

To 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.

4 — Unsubscribe from Sandro offers

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.
 

5 — Recover your password

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.

6 — Change your postal address for invitations

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.

7 — Protect your personal information

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.

8 — Cookies

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.

Place an order

1 — Place an order

To place an order on our e-shop, 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 delivery, you will receive a shipping email within 2 working days, except during sales periods, during which this time may be longer. It will include your Fedex tracking number, which will help you to track your parcel’s whereabouts.

Please note :
- Once your order has been confirmed, you can no longer modify or cancel it (even if it hasn’t yet been dispatched)
- 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)

3 — Find items easily

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

4 — Change or cancel an order

Once your order has been confirmed you can no longer modify or cancel it (even if it hasn’t yet been dispatched).

If you no longer wish to receive certain items from your order, you may return them for $8.00 by following the instructions indicated in your parcel.
If you no longer wish to receive your entire order, we advise you to refuse your parcel when it is delivered.
A refund will be triggered within 4 to 10 days. During promotion periods, the delay can be extended.

5 — Use an offer code

To use a promotional code, simply enter it into the ‘special offer code’ field located on the shopping cart page.
Once the code has been validated, the offer will automatically be taken into account in your order.
If your special offer code does not work, a message will be displayed to tell you that the code is not valid.
Please contact our Customer Service team via the contact form.

6 — Add a gift card

Gift card can only be used in store and is only valid in the country of issue.

7 — Find an unconfirmed cart

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.

8 — Create a wishlist

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.

9 — Composition of your parcel

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.

Our suits are delivered in a suit cover.
Our accessories are delivered in a fabric Sandro pouch.


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

Payment methods

1 — Pay for an order

The payment methods accepted on the website are credit/debit card (Visa, MasterCard, American Express and Discover) or PayPal.
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.

Please note :
- Credit notes and vouchers issued in stores cannot be use online.

2 — Item prices

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

3 — Tax free shopping

Tax free shopping is not available on our e-shop.

4 — Generate an invoice

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.

Order tracking and delivery

Holiday Period

During Holiday period, delivery delays can be extended. Our warehouse will be closed for Thanksgiving. You can follow the status of your order by entering your order number, zip code and email address here. If you have any questions, please contact our customer service team via our contact form

1 — Delivery zones

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.

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

2 — Times, rates and modes of delivery

Standard delivery

Delivery within 3-5 working days (during promotions, this period may be extended).
Via FedexFree

A signature is not required at delivery.
Confirmation email sent at time of order.
Email indicating your Fedex tracking number sent when your parcel is dispatched (around 48 hours after order confirmation).

Fedex 2 Day

Delivery within 2-3 working days (during promotions, this period may be extended).
Via Fedex$22

A signature is not required at delivery.
Confirmation email sent at time of order.
Email indicating your Fedex tracking number sent when your parcel is dispatched (around 48 hours after order confirmation).

Fedex Overnight

Delivery within 2-3 working days (during promotions this period can be extended).
Via Fedex$30

A signature is not required at delivery.
Confirmation email sent at time of order.
Email indicating your Fedex tracking number sent when your parcel is dispatched (around 48 hours after order confirmation).
 

3 — Track an order

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 invoices.

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 parcel by clicking on the tracking number indicated.

If you do not have an account :
- You can follow the status of your order by entering your order number, zip code and email address here.
- Once your parcel has been dispatched (approximately 48 hours after you have placed your order) 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 parcel.

4 — SHOPRUNNER SHIPPING

If you are a Shoprunner customer, you can sign in on the product page, in the shopping cart or in the delivery page to take advantage of the FREE 2 day express shipping.

Return an item

1 — Withdrawal periods


You have a maximum of 30 days from the date you receive your order to return an item.

You will only be reimbursed for products that are new, unworn and clean. The item must be returned in its original packaging, accompanied by the clothing label.

If the products are new, unworn, and clean, you will be reimbursed without any further action within 4 to 10 days of the date the parcel is sent. During promotion periods the delay can be extended.
Reimbursement will take place via the same payment method selected for the order : the amount for the returned items will be credited to your account.

2 — By Fedex

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

To make a return :

1. On the delivery note in your parcel, tick the item(s) you wish to return and add the return reason.
2. Insert this delivery note in the return box together with the products(s) you are returning
3. Stick the prepaid postal label on your box
4. Take your box to the post office

If you have lost your prepaid postal label, we invite you to contact Customer Service, who will provide you with a replacement.

Do not forget to make a note of the tracking number in order to be able to track the return of your parcel.
You will only be reimbursed for products that are new, unworn and clean. The item must be returned in its original packaging, accompanied by the clothing label.
If the products are new, unworn, and clean, you will be reimbursed within 4 to 10 days of the date the parcel is sent.
Reimbursement will take place via the same payment method selected for the order: the amount for the returned items will be credited to your account.
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
 

3 — Final Sale

Final Sale items are not eligible for return.
Final Sale mention will be indicated on the return form
 

4 — Exchanges

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

Stock Availability

1 — Receive an alert when item is back in stock

If an item is out of stock on our e-shop, you may enter your email to be alerted as soon as the item is back in stock. A window will open on the page with the out-of-stock item.

Please note :
The email alert is only sent once the product is back in stock on our e-shop.
However, we cannot guarantee the availability of the product, as it is possible that other customers may have purchased the product before you have visited our e-shop.

2 — Reserve an item in store

If you wish to check whether an item is in stock in a store and reserve it, you may contact the store of your choice by phone.
 

3 — Find previous collections

To find items from our previous collections, you can visit one of our Outlets indicated below.
Occasionally, you can also find our previous collections on our website, during our warehouse sale.
You can sign up to our newsletter to receive updates on our online warehouse sale promotion.

Outlet stores:

SANDRO WOODBURY OUTLET:
498 Red Apple Ct, Suite 331
10917 Central Valley
Tel 845 928 8417

SANDRO SAWGRASS:
12801 West Sunrise Boulevard, Space #4080
33323 Sunrise
Tel 0019542336739

CABAZON OUTLET:
48650 Seminole Dr. #c-910
Ca 92230 Cabazon
Tel 001.951.849.1176

 

About our items

1 — Design of our items

All our items are designed by our team of designers and the founder of our brand, Evelyne Chetrite, for our women’s lines and her son Ilan Chetrite for the men’s lines.
Click here for more information on our Sandro Paris designers. 'Designer' page.
To find out more about how our pieces are designed, head to our 'Workshop' page.

2 — Caring for your items

Care advice is included on the item pages online and on the product labels. We recommend you follow these instructions carefully. If you have lost the label, please contact our Customer Service team for assistance. If you do not follow the instructions and your product is damaged, the item cannot be considered defective and you will have no grounds for complaint. You will find the meaning of the icons below.
When these instructions indicate dry cleaning, this is the most appropriate method. If the product includes leather items, the customer must contact a professional specialising in leather.
 
       
Machine washable. The number in the container indicates the maximum temperature. A line under the container indicates that a gentle treatment is necessary (delicate, fragile).
Hand-wash only. Wash at or below 40°. Do not wash. This logo indicates that the item can only be dry cleaned.
Chlorine bleach diluted in cold water may be used Do not use bleach
       
May be tumble dried May be tumble dried at moderate heat only
Do not tumble dry Dry flat
Place on clothes hanger to dry Wash then iron immediately
       
May be dry cleaned May be dry cleaned with hydrocarbon solvent only. The letter written in a circle gives useful practical instructions to professional dry cleaners.
May be dry cleaned but not with trichloroethylene. Do not dry clean.
       
Cool iron (110°) Warm iron (150°)
Hot iron (200°) Do not iron

3 — Quality issue

In spite of the great care we take with our customers’ orders and in spite of the quality control we carry out before dispatching every order, an item may exceptionally be defective.
If that is the case, you have a period of 30 days (from the date of purchase) to return it free of charge.

If you notice a quality issue with one of your items after 30 days, please contact Customer Service team via our contact form by going to the ‘Product complaint/dispute ’ section.

Please indicate :
- The reference of your item
- The order number
- The date of purchase
- A description of the quality issue
- Photos of the problem encountered

One of our specialized Quality Expertise advisors will get back to you within 48 hours.

4 — Request spare parts

All our items with buttons come with spare buttons. However, if you have lost them or wish to obtain another set, please visit a store or contact our Customer Service team via the contact form, by going to the “Product complaint/dispute” section.

We need the following information to process your order :
- The reference of your item
- The order number
- The date of purchase
- A description of the item requested

Services

1 — Customer Service

Our customer service department is based in the US. Our advisors are available from Monday-Friday between 9AM-8PM Eastern Standard Time on the toll-free number 1.866.814.1404.

2 — Alterations

If your item needs alterations, you may take it into a store.

Simple alterations for suits are free.
Complex alterations are free for orders over €1,000 or for customers who have placed more than 12 orders during the year. The prices for other alterations vary depending on their complexity and the store.
Please contact a store for more information.

Please note : this policy does not apply to corners and affiliates. Please contact them to find out their sales policy.

Our stores

1 - Store contact details and opening hours

For store contact details and opening hours, visit the store page on our website by clicking here (add a link to the storelocator) http://stores.sandro-paris.com/gb

2 - Share your in-store experience

"We attach great importance to how you are treated in our stores and our sales assistants are there to help you.

If you wish to leave us a comment, you may contact our Customer Service team who will pass along the information to the relevant department."

Our offers

1 - Receive updates about Sandro offers

To receive our promotional offers by email, text or post, simply provide our sales assistants with your contact details.
You can also receive our e-newsletter by entering your email address at the bottom of the Sandro homepage.

Some offers are reserved for our customers who have an account, which is why we recommend that you create a customer account.

2 - Unsubscribe from Sandro offers

To unsubscribe from communications via text message and the post, please contact our Customer Service team via our contact form.
If you wish to unsubscribe from our e-newsletter, simply click on the ‘unsubscribe’ link at the bottom of each newsletter.

Reserve an item

1 - Reserve an item in store

If you want to check whether an item is in stock in a store and reserve it, you may contact the store of your choice by phone.
You will find your nearest store and its phone number on the store page of our website via the following link : http://stores.sandro-paris.com/gb
 

Payment methods

1 - Payment methods

The payment methods accepted in store are credit/debit card (Visa, Mastercard, American Express, Discover, JCB, Union Pay), cash, gift card, vouchers and Store credit.
You cannot pay in interest-free instalments.
Special offer codes and vouchers valid on our e-shop are not valid in stores.

2 - About Tax Free

If you live abroad and would like to claim back the VAT at customs, you may ask our stores to provide you with the form needed for customs.
You must present your passport. The store will give you all the necessary documents.

3 - Generate an invoice

Our stores can reissue receipts and invoices. Don’t hesitate to ask if you need one.

4 - Use a credit note

The credit note are valid during one year (except in California where credit notes do not have an expiration date)
They can be used in the US only.
If you don't use the totallity of your credit note, you will be given a new one with a new amount corresponding to the difference.

5 - Give a gift card

Treat your loved ones with our new gift card for the amount of your choice, starting at $20! Write your personnal message on the cardboard and slide it in our pretty magnetic envelope with your gift card. Our gift cards are available and can be used in our stores in the US (excluding corners, affiliates and our online store).

They can be used several times and have no expiration date.
The minimum amount is 20$ and the maximum amount is 250$

Return an item

1 — Return an item

You cannot be refunded for an item bought in store. Items may be exchanged or a credit note may be given, under 1 month, on presentation of the receipt, in all shops of the country of purchase. The item must be returned in its original packaging, accompanied by the clothing label. Credit notes may be issued during sales and promotions periods. Credit notes are valid for 1 year in stores in the US (No expiry in California), excluding corners, affiliated, e-shop. If you do not use the full amount of your credit note, a credit note for the difference will be issued. If you purchased your article in a department store, outlet, please contact the store in which you made your purchase to find out more about their sales policy.

Stock

1 - Find previous collections

To find items from our previous collections, you can visit one of our Outlets indicated below.
Occasionally, you can also find our previous collections on our website, during our warehouse sale.
You can sign up to our newsletter to receive updates on our online warehouse sale promotion.
Outlet stores:

SANDRO WOODBURY OUTLET:
498 Red Apple Ct, Suite 331
10917 Central Valley
Tel 845 928 8417

SANDRO SAWGRASS:
12801 West Sunrise Boulevard, Space #4080
33323 Sunrise
Tel 0019542336739

CABAZON OUTLET:
48650 Seminole Dr. #c-910
Ca 92230 Cabazon
Tel 001.951.849.1176
 

About our items

1 - Design of our items

All our items are designed by our team of designers and the founder of our brand, Evelyne Chetrite, for our women’s lines and her son Ilan Chetrite for the men’s lines.
Click here for more information on our Sandro Paris designers. 'Designer' page.
To find out more about how our pieces are designed, head to our 'Workshop' page.

2 - Caring for your items

Care advice is included on the item pages online and on the product labels. We recommend you follow these instructions carefully.
If you have lost the label, please contact our Customer Service team for assistance. If you do not follow the instructions and your product is damaged, the item cannot be considered defective and you will have no grounds for complaint.
You will find the meaning of the icons below.
When these instructions indicate dry cleaning, this is the most appropriate method. If the product includes leather items, the customer must contact a professional specialising in leather.
 
       
Machine washable. The number in the container indicates the maximum temperature. A line under the container indicates that a gentle treatment is necessary (delicate, fragile).
Hand-wash only. Wash at or below 40°. Do not wash. This logo indicates that the item can only be dry cleaned.
Chlorine bleach diluted in cold water may be used Do not use bleach
       
May be tumble dried May be tumble dried at moderate heat only
Do not tumble dry Dry flat
Place on clothes hanger to dry Wash then iron immediately
       
May be dry cleaned May be dry cleaned with hydrocarbon solvent only. The letter written in a circle gives useful practical instructions to professional dry cleaners.
May be dry cleaned but not with trichloroethylene. Do not dry clean.
       
Cool iron (110°) Warm iron (150°)
Hot iron (200°) Do not iron

3 - Size of items

Le tableau des tailles vous aidera à mieux définir quelle taille vous correspond le mieux : Here the link towards our size guide

4 - Quality issue

In spite of the great care we take with our customers’ orders and in spite of the quality control we carry out before dispatching every order, an item may exceptionally be defective.
If that is the case, you have a period of 30 days (from the date of purchase) to return it free of charge.

If you notice a quality issue with one of your items after 30 days, please contact Customer Service team via our contact form by going to the ‘Product complaint/dispute ’ section.

Please indicate :
- The reference of your item
- The order number
- The date of purchase
- A description of the quality issue
- Photos of the problem encountered

One of our specialized Quality Expertise advisors will get back to you within 48 hours.

5 - Request spare parts

All our items with buttons come with spare buttons. However, if you have lost them or wish to obtain another set, please visit a store or contact our Customer Service team via the contact form, by going to the “Product complaint/dispute” section.

We need the following information to process your order :
- The reference of your item
- The order number
- The date of purchase
- A description of the item requested

Services

1 - Extra touches provided with your items

In order to help you maintain your items over time, all our fragile items come with specific packaging to protect them.

Our suits, coats and jackets come in a suit cover.
Our accessories come in a fabric Sandro pouch.
Our other items come in tissue paper.

2 - Customer Service

If you encounter a problem following a purchase made in store, please visit the store to find a solution with them.
If this isn’t possible for you, you may contact our Customer Services team.

Our Customer Services department is based in the US Our advisors are available from Monday to Friday from 9AM-8PM. On the toll-free phone number : 1.866.814.1404

3 - Alterations

If your item needs alterations, you may take it into a store

. Simple alterations for suits are free.
Complex alterations are free for orders over €1,000 or for customers who have placed more than 12 orders during the year. The prices for other alterations vary depending on their complexity and the store.
Please contact a store for more information.

Please note : this policy does not apply to corners and affiliates. Please contact them to find out their sales policy.