FAQ

  • Orders

    How do you place an order?

    To order an item from our online store, you must:

    1. Create your account or click on "Log in" at the top right of the homepage to enter your log in details.

    2. Select your items as you browse the site and add them to your shopping cart

    3. Validate your shopping cart

    4. Indicate your delivery address

    5. Confirm and pay for your order

    Once your order has been accepted, you will receive an order confirmation e-mail. To keep track of your order at any time, go to the "My Orders" section in the "My Account" area. In this section, you will find details of your orders and you will be able to print out your invoices.

    Problems and order cancellation

    If you have any problems when ordering or cancelling, please e-mail our Customer Care Service by filling in the contact form on our Contact page or call the telephone number on our Contact page (+33 153 006 311). You cannot change or cancel your order once it has been paid for.

    My shopping cart

    To add an item to your shopping cart, go to the description of the product you would like, select your size and then click on "Add to shopping cart".

    To view and order the products in your shopping cart, go to "My Shopping Cart" at the top right of the homepage.

    To remove items from your shopping cart, click on the "Remove" box marked with an X on the right of each product line.

    The shopping cart remains valid for 30 days.

    This period is renewed each time a product is added and at each stage of the order process. Once this period is over, you will no longer be able to view the selected products in your shopping cart.

    Using a promotional code

    To use a promotional code, simply type the promotional code into the promotional code box in your shopping cart. Once this has been accepted, the offer will be automatically applied to your order. If your promotional code does not work, please e-mail our Customer Care Service by filling in the contact form or by telephone on the number given on our Contact page.

    Complaining about a shop-bought item:

    For any complaints regarding a shop-bought item, please take the item back to the retail outlet where you bought it together with your receipt. The shop manager will offer you an appropriate solution. In case of dispute, the retail outlet will contact the Customer Care Service directly to find a satisfactory solution.

  • Delivery

    Delivery areas covered by Sandro:

    Delivery areas covered by Sandro:The delivery area for the uk.sandro-paris.com online store covers mainland United Kingdom. Our online store offers you the choice of a postal delivery to the address of your choice, or a free delivery to one of the brand's shops (except department stores).

    Delivery times and methods for Postal Delivery

    The Sandro online store offers 2 delivery methods: Standard delivery by Chronopost tracked by the French Post Office. The average delivery time is approximately 3 to 5 working days depending on the destination. Chronopost deliveries take place from Monday to Friday between 8 am and 7 pm. Express delivery by Chronopost. Your parcel is delivered by the post office within 2 working days, apart from weekends and public holidays. Deliveries take place from Monday to Friday.

    Once your parcel has been accepted, you can track it at any moment on the website using the tracking number provided in your online account in the details and tracking of your order, or which has been sent to you by e-mail in confirmation of your order. If you are not at home, a delivery notice will be left by the Post Office which you can use to collect your parcel from your nearest post office.

    Delivery times and methods for Store Delivery

    NEW: The SANDRO online boutique offers free delivery of your order to one of our boutiques in London (excluding corners, department stores and outlets and outside sales periods) from a selection of participating boutiques available here.

    The average delivery time is 24 to 48 hours depending on the destination. You can collect your package during boutique opening hours for 30 days following receipt of your order in store. Once this time has elapsed your order will be automatically cancelled and we will refund your order. You will be informed by email when your order becomes available at the boutique.

    To collect your order, you must present a form of ID and the order confirmation email (or the order availability email).

    You can discover the status of your delivery at any time in your online account in the details and tracking of your order.

    WARNING: Delivery shop is not possible for outlet orders

    Change your delivery address

    If you want to change your delivery address, you are able to create several delivery addresses in your account. Therefore, when you place your order, you can select the address to which you would like the order to be delivered.

    However, once the order has been paid for, you can no longer change the delivery address for this order.

  • My account

    Create an account

    To create your Sandro account, simply:

    1- Click on "Log in" at the top right of the screen on the homepage

    2- Once on the Log in page, enter your e-mail address in the "New Customer" space provided.

    3- Click on Continue and enter the rest of your details.

    You will be sent an e-mail confirming you have created your account and reminding you of your username. This information is necessary to log in and place orders on the website.

    Your Sandro account gives you access to useful information for processing your order and also lets you:

    Track your order. Create a returns slip. View and edit your personal information

    Logging in to your account:

    To log in to your account, click on "My Account" at the top right of the homepage and enter your log-in details in the customer space provided.

    Newsletter subscription:

    To do so, click on the "Newsletter" link at the top right of the website homepage and then fill in the title, first name, surname and e-mail fields in the registration window.

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

    Your password:

    Your password is essential for accessing your online account, and placing and tracking orders. If you have forgotten your password, send us your e-mail address by clicking on "Forgotten password" when you are in the Log in window. We will then send you an e-mail to reset your password.

    To change your password, simply go to the personal information in your account and click on the "Change" link in the password space.

    Changing or removing your address for invitation mail:

    The billing address is the default address used by Sandro for sending mailing by post. To change it, log in to your account, then click on "My Addresses", go to the billing addresses and select the default billing address. If this has not been created, add another address or change the existing address. To unsubscribe from mailing by post or text messages, please send your request to the Customer Care Service via the contact form. Do you have a question? Contact us via our contact form by clicking on "Contact Sandro".

  • PAYMENT

    Payment method:

    Payment of your order on the sandro-paris.com online store is made by a debit or credit card (Carte Bleue, Visa, Mastercard and American Express).

    Paiement will be effective once the order is confirmed.

    The Sandro online store does not allow multiple payments.

    Item prices

    The prices charged on our online store are identical to those charged in our stores. No increase is applied. However, the online store customer pays for the shipping costs. (Excluding free delivery period)

    Should you have any further questions, please contact our Customer Care Service via our contact form or by telephone on the number given on our Contact page.

    Can I claim back VAT?

    VAT on purchases from our online store cannot be claimed back.

  • RETURNS

    WHAT IS THE PROCEDURE FOR RETURNS OR EXCHANGES ?

    In order to return an item, please log-in to the "My Account" area. Having logged-in, please click on "My Orders" and select the item(s) which you wish to return. Print your returns slip. Please note that after having generated your returns slip, a return in store will no longer be possible.

    In accordance with national and European legal provisions for consumer protection, you have 14 full days from the date you receive your order to exercise your right of withdrawal without having to provide any justification or pay any penalties.

    You should dispatch your items within 7 days at the latest after the date on which the returns slip was generated. You will be refunded within 48 hours and within 30 days maximum after your return has been received and accepted. The refund will be made using the same payment method chosen for the order: you will be re-credited for the amount of the returned items and if you return all the items from your order, any delivery charges you may have paid will also be refunded (based on the standard delivery charge).

    No return will be accepted if the item has been worn and washed. The item should be in its original packaging (plastic sleeve) and accompanied by the label on the clothing and the protective film.

    MY ITEM IS FAULTY

    In spite of the great care we take with our customers' orders and in spite of the quality control process we apply before each shipment, on very rare occasions an item may prove to be faulty. If this is the case, you have a 30-day period (from the shipping date) in which to return it to us and receive a refund. To return an item, you must print the return slip available in the "My Account" area. No return will be accepted if the item has been worn and washed. The item should be in its original packaging (plastic sleeve) and accompanied by the label on the clothing and the protective film.

    MY ITEMS ARE NOT THE ONES I ORDERED

    Despite all the care we take in preparing orders and despite the quality control checks carried out before each shipment, it is always possible that you may receive an item which was not the item you ordered or which was not intended for you. If this is the case, you have a 30-day period (from the shipping date) in which to return it to us.

    To return an item, you must print the returns slip available in the "My Account" area. You will be refunded immediately on receipt of your returned item(s)

    WILL I BE REFUNDED THE DELIVERY COSTS IF I RETURN GOODS ?

    Any delivery charges you may have paid for the original shipment will be refunded if the entire order is returned. However, if your order contains several items and you only wish to return some of them, the original delivery charges will not be refunded.

    IF I RETURN AN ITEM, WHO PAYS FOR THE COST OF RETURNING IT?

    The return delivery charges are systematically borne by the Sandro online store, whatever the reason for the return. To return an item simply print your returns slip in the "Returns and refunds" section of the "My account" area.

    RETURN IN STORE

    NEW: The e-shop Sandro give you the opportunity to go to shop in order to exchange or return items ordered on our site.
    Return in store is possible on a selection of stores in London region (limited and outlets and outside sale periods). To consult the list, click here.

    He or she has 30 calendar days to visit the boutique and return the Order. The exchange or refund of the item will be returned based on the price paid for your order on our online store : You must provide the invoice or order confirmation email to be able to exchange .
    If you do not find your happiness or the item you choose as part of this exchange is less than the price paid when ordering, the shop will process a refund. Reimbursement will be made via the payment method for the order. No exchanges or refunds will be made if the item has been worn and washed. The item must be in its original packaging with the label on the garment and the protective film.

    No exchange is possible in the case of a return by post

    WARNING: Return in store is not available for outlet orders

    IF I RETURN AN ITEM, WHO PAYS FOR THE COST OF RETURNING IT?

    Once your return is received, the refund will be issued within 48 hours (30 days maximum). The refund will be done via the payment method you have chosen to order. Your bank account will be re-credited the sum of the returned items and the delivery costs. Any delivery charges charged upon shipment will be refunded if the entire order is returned. However, if your order contains several items and you only wish to return some of them, you will not be refunded the delivery charges..

  • STOCK & PRODUCTS

    Reserving a product

    You cannot reserve items on our online store.

    However, you can get in touch with your store to ensure a product is available and reserve it if need be.

    To find out the contact details of our stores, please go to the store area on our website using the following link: http://uk.sandro-paris.com/en/stores

    Finding out about stock in stores

    Every sales outlet can view the inventory of the entire Sandro network. We therefore recommend that you contact your store directly as it will be in the best position to inform you.

    To find out the contact details of your store, please go to the store area on our website using the following link: http://www.sandro-paris.com/boutiques

    Finding past collections

    To find items from our old collections, please visit our surplus stores, situated at the addresses listed below:

    France La Vallée Village 3, Cour de la Garonne Lot 88, 77 000 Serris (01 61 10 34 38) Troyes Cellule 408 Voie Du Bois CC Mac Arthur Glen 10 150 Pont Sainte Marie (03 25 40 80 72) Romans 60, avenue Gambetta 26 100 Romans sur Isère (04 75 47 69 58) Sévigné 26, rue de Sévigné 75 004 Paris (01 42 71 91 59) Roubaix Mixte, Mac Arthur Glen Roubaix, 31 Rue Mail Delannoy, 59100 Roubaix (03.20.07.84.75) Marseille Femme, 38 rue paradis, 13001 Marseille (04.91.91.55.69)

    Belgium Maasmechelen Village Zetellaan, 100 3630 Maasmechelen (00 32 894 72 520)

    Spain La Roca Village Local 86 Can Massaguer s/n 8430 La Roca Del Valles (00 34 938 42 32 84)

    United Kingdom Bicester Village Unit 76 - 50 Pingle Drive OX26 6WD Bicester Oxfordshire (00 44 186 932 06 98)

    Item availability:

    When an item is temporarily unavailable on our online store, we would suggest subscribing to our 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.

    To use the e-mail alert service, you should go to the product's unavailable size and enter your e-mail address in the alert service window.

    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.

    You might not see several items in our online store again at the end of the season. These products are withdrawn by our maintenance service as they are not available or restocked up to 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, or by clicking on "Size guide"

    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, the customer should take it to a leather care specialist.

    For products sold on our online store, after-sales provision of detachable components and clothes accessories is not possible.