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.

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.

To receive our promotional offers by text and through the post, simply create an account and enter your phone number and postal address. 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.

To unsubscribe from text messages, you can reply ‘STOP SMS’ to the text you’ve received. If you no longer want to receive post from us, please send an email to our Customer Services team via the contact form.

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 Services team via the contcat 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 Services 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 recognise 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 personalise 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.
For more information, you can also consult the CNIL website, particularly the following page : https://www.cnil.fr/fr/recommandation-sur-les-cookies-quelles-obligations-pour-les-responsables-de-sites-quels-conseils

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 e-shop, simply:

1 - Select items on the website and add them to your cart
2 - Confirm your cart
3 - Select your delivery mode
4 - Enter your delivery address
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, express or UPS dropoff location delivery, you will receive a shipping email within 2 working days, except during sales/outlet periods, during which this time may be longer. It will include your tracking number, which will help you to track your parcel’s whereabouts.

If you have chosen store delivery, you will receive a shipping email with 2 working days, except during sales/outlet periods, during which this time may be longer. After, you will receive an email when your order will be available on the store. You have therefore 30 days to recover your parcel.

Please note :
- Once your order has been confirmed, you can no longer modify or cancel it (even if it hasn’t yet been dispatched)
- Once your order has been confirmed, you can cancel it in a 30 minutes delay. For that, you have to contact our customer service on +442 076 600 626
- Once your order has been confirmed, you can modify you shipping address in a 30 minutes delay. For that, you have to contact our customer service on +442 076 600 626
- 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)

Here the link towards our size guide

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.

Once your order has been confirmed you can no longer modify the articles.

If you no longer wish to receive certain items from your order, you may return them free of charge 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.

You can cancel your order within 30 minutes after having confirmed, For that, please contact directly our customer service on +442 076 600 626.
You can modify your shipping address within 30 minutes after having confirmed. For that please contact our customer service on +442 076 600 626.

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 Services team via the contact form.

If you are ordering for friends or family, you can add a message to a gift card that will be included in the parcel. To add a message, enter your personalised note into the ‘gift card’ field located on the page where you also enter the delivery address. Your message is limited to 360 characters.

The recipient will not be informed of the order amount. If the recipient returns an item, you will receive the return tracking emails and the reimbursement.

Please note :
- We do not offer gift wrapping.

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; that is why, 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 and black tissue paper.
Our accessories are delivered in a fabric Sandro pouch and black tissue paper.
Our other items are delivered in black tissue paper.

In each parcel, you will also find a prepaid 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 (Carte Bleue, Visa, MasterCard and American Express) 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 date of the order.
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.

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

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

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 Services team or you can edit your invoice or in the dedicated area on the frontpage of our website.

If you order on our UK site, you may receive deliveries in UK.
We also deliver to the Austria, Belgium, Greece, Ireland, Luxembourg, the Netherlands, Portugal, Italy, France, Spain and Germany. For these countries, simply place an order on the site of the country in question.

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 Chronopost 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 :
- Once your parcel has been dispatched (approximately 48 hours after you have placed your order) you will receive an email containing your Chronopost or UPS tracking number. In order to find the location of your parcel, you can click on your tracking number or enter the tracking number in the dedicated area on our website.

Outlet sales are temporary sales during which we offer certain items from our old collections at exceptional prices!

We can only offer standard delivery during these sales. In-shop delivery is not available.

These sales have seen a great deal of success, and as such it may take a little longer to process your order. It can take untill 10 days.

We will send you an email with your tracking number as soon as your order leaves our warehouse.

Items from the new collection must be ordered separately from the Outlet items.

Online Outlet sales are a commercial operation that runs independently from our factory outlets. As such, it is possible for prices to differ between these two channels.

Reason for the return	Return by Chronopost	Return in Store
I have changed my minds	30 days	30 days
My item is defective	30 days	30 days
My item does not correspond to what I ordered	30 days	30 days

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.

Return of your items is completely free of charge (excluding orders placed with our e-shop outlets). A prepaid label will have been included in your parcel.

To make a return :

1 - On the delivery note in your parcel, tick the item(s) you wish to return.
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 or in a UPS dropoff location

The UPS dropoff points can be viewed from the following link :https://www.ups.com/dropoff.

If you have lost your prepaid postal label, we invite you to contact Customer Services, who will provide you with a replacement. Or you can edit your invoice directly in the dedicated area on the front page of our website.

Do not forget to make a note of the tracking number in order to be able to track the return of your parcel. You are allowed to track your parcel in the dedicated area on the front page of our website.

In the event of an order placed for Express delivery for which all items were returned, the delivery costs will be also reimbursed.
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.

NB : The return costs for items purchased from our e-shop outlets are for your own account. Items not delivered with a prepaid label.

You can return your order in all Stores (excluding corners, affiliated and outlets). You have a maximum delay of 30 days after reception of your order. Passed this delay, your items will be reselling and you will be refunded. The refund will be effectiv in a 3 working days delay after the reception of your items by the Store.

Warning :
- Our mix Stores can take back all the items. On the other hand, Men Stores can only take back Men's items and Women Stores only Women's items. You have to go to the shop with your order number.
Please note :
- For the items bought during the outlets in our e-shop, you can not make a return in Store.

Our stores are unable to process returns on items from these outlet sales, for either exchanges or refunds. We kindly ask you to send your package directly to our warehouse, within 30 days.
The return shipping costs will be at your expense

To make a return:
- On your delivery note, tick the box corresponding to the product(s) you wish to return
- Insert this delivery note in the return package, as well as the products(s) you are returning - Go to a post office to send your package

Adress :

Retours Sandro
C-log HARBOUR site 2
Zone d’activités « Vatry 1 »,
Rue Henry Guillaumet
51320 Bussy-Lettrée
FRANCE

We recommend that you keep the receipt for any subsequent questions relating to your return.

Only the products new, unworn, and clean, will be reimbursed.
You will be reimbursed within 4 to 15 days of the date the package 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.
You will receive an email to confirm you the refund has been sent. It will be visible on your account within 3 working days.

Online Outlet sales are a commercial operation that runs independently from our factory outlets. As such, it is possible for prices to differ between these two channels.

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 backin 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.

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.
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

To find items from our previous collections, you can visit one of our Outlets indicated below.
Occasionnaly, you can also find our previous collections on our website, during the "Outlets" on line.

Netherlands
ROERMOND MIXTE-OUTLET STADSWEIDE 138 / UNIT 78 6041TD ROERMOND (+314) 7548 2929

Italy
Serravalle Outlet Via Della Moda 1, 15 069 Serravalle Scrivia Al

United Kingdom
Bicester Outlet (Only women) SANDRO / UNIT 70, 50 Pingle Drive OX26 6WD BICESTER (+44 186 932 0698)

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)
Miramas mixte Mas de la Péronne McArthurGlen Provence - 1 rond-point – Cellule 54 13140 MIRAMAS (04.42.48.85.26)

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

Spain
Las Rozas Outlet Calle Juan Ramon Jimenez 3, 28232 Las Rozas, Madrid
La Roca Village Local 86 Can Massaguer s/n 8430 La Roca Del Valles (00 34 938 42 32 84)

Switzerland
Geneve confederation Outl6, Rue de la confédération 1204 Geneve Tel 0041.22.310.77.80
Mendrisio mixte FoxTown Mendrisio via A. Maspoli 18 6850 Mendrisio Tel (0041) .91.646.35.24

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.
To find out more about how our pieces are designed, head to our 'Workshop' page.

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 Services 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

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 Services team via our contact form by going to the ‘Quality Expertise’ 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 specialised Quality Expertise advisors will get back to you within 48 hours.

All our items with buttons come with spare buttons. However, if you have lost them or wish to obtain another item, please visit a store or contact our Customer Services team via the contact form, by going to the “Quality Expertise”

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

Our Customer Services department is based in France. Our advisors are available from Monday to Friday from 9:30am to 7:30pm (Paris Time) and on Saturday from 10am to 5pm (Paris time). On the toll-free phone number : +44 20 76 60 06 26

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.