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

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. If you also wish to unsubscribe to our SMS channel you can reply “STOP” to the most recent message or reach out to our customer service team. Our customer service team is available Monday through Saturday, 9 a.m. to 7 p.m. Eastern Standard Time. You can reach us by phone at 1.855.484.1820 or by email at customercare@cs-ca.sandro-paris.com. Our mailing address is 44 Wall St, Fl 20, New York, NY 10005.
 

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 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 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)

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 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.

6 — Add a gift card

Gift card only available for purchase in store. 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 package

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.


Payment methods

1 — Pay for an order

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

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

All duties/taxes/VAT are included in the prices reflected as marked on the site at checkout. Totals reflected at checkout are the totals the customers will be charged.


3 — Tax free shopping

Tax free shopping is not available on sandro-paris.com. Please visit your local store for tax exempt purchases.


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

Promotional periods

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


1 — Delivery zones

ca.sandro-paris.com delivers to addresses in Canada 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. 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 5-10 business days
Via FedEx – Free

Signature not required for delivery.
Confirmation email sent immediately after purchase.
Orders take 2-4 business days to process.
During promotions, this period may be extended.
Once your order has shipped, you will receive a confirmation email with a FedEx tracking number.

6 — Package Theft Notice: Protecting Your Deliveries

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.


Return an order

1 — Refund policy


All online orders may be returned to Sandro-Paris.com or in Sandro Boutiques within 30 days of ship date for full refund unless marked as Final Sale. Returned items must be in their original condition with all tags and labels attached. Items returned with tags not in their original position will not be accepted. Footwear must include the original shoebox in its original condition. Worn, altered or washed merchandise cannot be returned. Any items returned that do not meet our return policy will be returned to sender.

HOLIDAY RETURN POLICY For items eligible for return, we are pleased to offer an extended holiday return period. Purchases made between November 15, 2024, and December 15, 2024, can be returned up until January 15, 2025. Please ensure items meet our return eligibility criteria. Final Sale returns or returns sent outside this window will not be accepted.

All final sale products are indicated as such on the website and on the return form included in your package.

​Upon receipt of the return, Sandro reserves the right to deny a return if the merchandise does not meet the return policy requirements.​

Items may be returned within 30 days of the shipment date, using the pre-paid label in your package and including the return form inside your package. Return labels can only be provided for addresses within Canada.​

If you are missing your pre-paid label or return form, please contact customer service.​

To avoid delays in processing, please ensure you are returning multiple items from the same order together. If you are returning multiple orders, we ask you to send back each return separately. All refunds are processed separately, per order.​​

Once your return is received, please allow 5-10 business days for processing and 3-4 business days for your refund to appear to your original form of payment.​​

Please note, an $10.00 CAD shipping and handling fee will be deducted from your total refunded amount.​​
 


2 — Return in store


Items may be returned in a Sandro store within 30 days of the shipment date. Please ensure you have your order number and email address used to place the order on hand to ensure a smooth return processing.

Find you nearest Sandro boutique here.

Please note, this service is not available at our Outlets or Hudson's Bay Canada locations. Please note orders can only be returned in the country where the order was placed.


3 — Refund timeline


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 refunded within up to 30 business days of the date the package is received. During promotion periods the delay can be extended.
Refunds will take place via the same payment method selected for the order : the amount for the returned items will be credited to your account.

Please contact us here:
If you didn't receive your refund confirmation email within up to 20 business days after your return has been received.
If your refund hasn't appeared in your bank account up to 4 business days after receiving your refund confirmation email.


4 — By Fedex

An $10.00 CAD shipping and handling fee will be deducted from your total refund amount. Please allow up to 10 business days for processing returns upon receipt.

To make a return :

1.On your return form, included in your package, tick the fields of the items you wish to return and add the return reason. If your return form or prepaid return label is missing from your package, please contact customer service here.
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

Our Return Shipping address is:
Sandro
220 Yonge St, Unit 3 – 112C
Toronto, ON M5B 2H1

Still have questions? Customer service can be reached Monday – Saturday between 9AM – 7PM EST at 1.855.484.1820.
 


5 — Final Sale

If you’ve purchased a Final Sale item, your order is not eligible for a return, exchange or store credit.
Final Sale will be indicated on product pages and at checkout.
All sale merchandise, swimwear, and bodysuits are final sale. These items are ineligible for return, exchange or store credit.
Please note, our Final Sale policy also applies to Shoprunner customers.
All items marked as Final Sale are sold as-is and are non-returnable and non-refundable. These items may include display models, samples, or merchandise that has been used in demonstrations. As such, Final Sale items may exhibit minor signs of wear, such as scuffs, marks, or slight imperfections.

By purchasing a Final Sale item, you acknowledge and agree that:
• The item is sold in its current condition, without warranties of any kind.
• No returns, exchanges, or refunds will be accepted unless the product arrives damaged in a condition beyond normal wear and tear.
• In the event of any issues, you must notify us within 48 hours of delivery and provide photographic evidence to be considered for a refund or exchange due to excessive damage.

We recommend reviewing the product details and images carefully before making your purchase.  


6 — Gift Purchases

Items purchased online as gifts are subject to Sandro’s normal return policy. Items cannot be returned for store credit or for refund, except to the original form of payment. Final sale items are not eligible for return in store.


Stock Availability

1 — Receive an alert when item is back in stock

When an item from the current collection is no longer available online, it will probably be restocked. To be notified of when an item is back in stock, click on the 'Email me when available' button and enter your email address. You'll receive an email as soon as the item is back in stock on our website.

Please note :
The email notification is only sent once the product is back in stock on our website.
However, we cannot guarantee the availability of the product, as it is possible that other customers may have received the same notification.


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. Please use our store locator page to locate your preferred store or contact customer service for more information by clicking here.  


3 — Find previous collections

To find items from our previous collections, you can visit one of our Outlets indicated below.

Vancouver Outlets
McArthur Glen Designer Outlet
1000-7899 Templeton Station Rd, #CRU 51, Building H
Richmond, BC V7B 0B7
Tel +1 604-248-1314

Toronto Outlets
13850 Steeles Ave Unit #1005
Halton Hills, ON L7G0J1
Tel +1 289-851-0068

 


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 line and her son Ilan Chetrite for the men’s line.
Click here for more information on our Sandro Paris designers.
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 under the care advice drop down 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. When these instructions indicate dry cleaning, this is the most appropriate method. If the product includes leather items, the customer must contact a professional specializing in leather.


3 — Quality issue

In spite of the great care we take with our products and the quality control we carry out, 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 defect on a final sale item or a quality issue with one of your items after 30 days, please contact Customer Service team via our contact form and select the ‘Product complaint/dispute ’ contact reason.

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

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


4 — Sustainability

How do you define a product as "eco-responsible"?
A product is considered eco-responsible if it follows one or more of these criteria’s:
  • At least 30% of its material is eco-responsible, meaning, it has an official external certification such as GOTS, OCS 100, ECOVERO and so on. Beginning in 2022, products are now considered eco-responsible if one main material makes up 50%.
  • For denim pieces, their wash is eco-responsible, done with EIM (Environmental Impact Measuring) technology.
  • For pieces in leather and leather goods, the originating tannery is certified LEATHER WORKING GROUP GOLD or SILVER.




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  •  
  • What are the eco-responsible materials you use?
    We take the greatest care in selecting the materials we use. Our aim is to offer our customers high quality materials, such as cotton, linen, wool and cashmere, that respect both the planet and each individual. We are continually increasing the proportion of eco-responsible raw materials in our supply by relying on the strictest international certifications. In 2021, 45% of the Women's collection and 50% of the Men’s were eco-responsible. We are now focusing our efforts on organic cotton, Ecovero certified viscose, RWS certified wool and LWG certified tanneries

    What does the RWS certification mean for wool?
    The wool complies with the "Responsible Wool Standard" (RWS) directive, ensuring respectful treatment of the sheep and responsible management of the land on which they live. In 2021, 46% of the wool we used was RWS certified and in 2022, we are committed to increasing that to 80%.

    What do the different FSC and Ecovero certifications mean for viscose?
    The FSC (Forest Stewardship Council) certification currently only concerns 5% of the world's forests. It is an international certification that promotes sustainable management of forests, whose trees are used in the manufacture of finished products made from wood or wood pulp, such as artificial textile fibers and packaging.
    Lenzing™ Ecovero™ certified viscose is ecological, durable and breathable—similar to Lyocell Tencel—and the product of a manufacturing process subject to strict environmental standards imposed by the EU Eco Label. The production of Lenzing™ Ecovero™ fibers generates up to 50% less emissions and water consumption, compared to conventional viscose.

    What do the different GOTS and OCS 100 certifications mean for organic cotton?
    The OSC 100 standard (Organic Content Standard) applies to non-food products containing at least 95% to 100% organic material. It verifies the presence and percentage of organic material in the final product and tracks the flow of the raw materials, from the source to the final product. This frame of reference ensures the traceability and integrity of the raw materials along the entire chain of production with the aim of guaranteeing the composition of the textiles to the final consumer. The frame of reference for GOTS organic textiles is recognized worldwide for textiles made from organic fibres. It defines high-level environmental criteria along the entire organic textiles supply chain and requires compliance with social criteria. Only textile products containing a minimum of 70% organic fibres can be GOTS certified. Chemical inputs used, like dyes and additives must conform to a certain number of environmental and toxicological criteria. Systems of production and processing must also conform to environmental regulations. A wastewater treatment plant is compulsory for every unit of wet processing used and all factories must conform to a certain number of social criteria.

    What does the EIM certification mean for denim?
    The specific EIM washing technique (EIM - Environmental Impact Measuring) allows for water consumption to be reduced by up to 95% and significantly decreases energy use and chemicals.

    With the EIM certification, what do you estimate to be your reduction in water consumption?
    EIM is a process of washing denim that allows for, according to the level of wash, water consumption to be reduced by up to 95% compared to a traditional washing process.

    How do you reduce residual stock?
    Producing less and producing better is a day-to-day concern for us. To that end, we are working on the very structure of the collections. For example, between 2017 and 2020, we reduced the size of our collections by 25%. By adjusting the volumes produced as best as possible, our residual stock volumes at the end of the season decreased globally by 27% between 2018 and 2021, despite of Covid. To achieve our goal of not destroying any products at the end of a garment's life cycle, we are committed to a circular economy by entering into partnerships with companies that resell second-hand clothes. Furthermore, we give unsold stock and unused materials a second life by donating them to charities, recovery organizations and fashion schools. We have also reduced the number of pieces in our collections by 20% since 2019. This allows us to better scale our production volumes and reduce our stocks.

    Where do you create and produce your prototypes?
    The prototypes for our clothes are designed in our Parisian studio and produced in Europe and Asia.

    Where do you produce your collections?
    Production takes place at 110 partner sites in around 30 countries, including Portugal, Italy, Turkey, China, Tunisia, Romania, Ukraine and France. Partner selection is guided above all else by the search for what can be rare technical know-how. In 2021, 43% of our collections were made in Europe, 39% in Asia and 18% in Northwest Africa.

    Why do you produce in Asia?
    For the creation of our collections, we rely on technical know-how that does not exist in Europe, which is the case for our silk pieces and knitwear, for example. In this case, we’ll seek such expertise in Asia, because that is where it is best mastered in the world, allowing us to bring you the best quality clothing possible.

    What criteria do you use for choosing your suppliers?
    The majority of our suppliers and manufacturers are long-standing partners who have grown with Sandro's success around the world. We maintain privileged relationships with them and constantly encourage them to implement the highest environmental and social standards. The suppliers we choose to work with meet our criteria of know-how and quality in terms of product. We look for capable people to join us in the creation of quality pieces using innovative technology, but above all, we choose suppliers who are reliable and invested in our project. All our suppliers must also conform to our social and environmental specifications and agree to being audited by external organizations.

    Which certifications do you use to audit your suppliers?
    Sandro is committed to ethical and responsible production. What we require of our suppliers translates into several different levels of commitment and certifications. To ensure that they are respected, we arrange regular audits by experts and independent third parties. We rely on the expertise of the BSCI (Business Social Compliance Initiative), a corporate social compliance initiative aimed at improving working conditions in their international supply chains; the SMETA (Sedex Members Ethical Trade Audit) and WRAP (Worldwide Responsible Accredited Production) social audit protocols, the WCA (Workplace Conditions Assessment) programme and the SA 8000 standard for social responsibility relating to decent work. We also use environmental certifications, like the OEKO-TEX® STeP certification, ISO 14001, LEATHER WORKING GROUP GOLD or SILVER and BLUESIGN.
    Finally, each supplier must implement our General Conditions of Purchase (GCP) as well as our Supplier Code of Conduct (SCC), thus ensuring compliance with the ethical and social laws and standards in force, in addition to human rights.

    What are the differences between a tier 1 supplier and a tier 4 supplier?
    Our tier 1 suppliers are the clothing manufacturers. They oversee assembling the final product. Our tier 2 suppliers manufacture fabric and supplies, and our tier 2a suppliers are the finishers and dyers, who give the fabric its final characteristics (the feel of the fabric and the color). Tier 3 includes suppliers who manufacture the yarn (spinning mills) and raw materials for supply, they process the raw material. Finally, tier 4 corresponds to suppliers and traders of raw materials like cotton or wool.

    What are the working conditions of your suppliers?
    In honor of the United Nations Global Compact, Sandro has formalized its expectations of its suppliers, particularly in the context of human rights, through its general conditions of purchase and Supplier Code of Conduct. By signing these documents, our suppliers commit themselves to respecting all the clauses contained and ensuring their subcontractors do so too. This guarantees strict compliance with working conditions and the fundamental rights of all people working for and with Sandro.

    How do you invest in equality in the workplace?
    Gender equality is at the heart of our society's debates. At Sandro, we are proud of our female and male talents. Our Management Committee really reflects this with 86% women.

    How do you help your employees evolve?
    Being a big family means incorporating everyone's aspirations and allowing them to evolve according to their career and ambition. It is in this sense that Sandro supports its employee’s long term, so that they blossom here. This desire to grow alongside our employees can be seen in our internal mobility rate of 54% and an average length of service of 6 years.


Services

1 — Customer Service

Our customer service department is based in the US. Our advisors are available from Monday to Saturday between 9AM-7PM EST on the toll-free number 1.855.484.1820.


 

 

Our stores

COVID-19 : Stores update

The health & safety of our customers and employees is our top priority. Our stores in the US & Canada are following all applicable guidelines from public health agencies and local government to ensure a safe in-store environment.

- Daily health screenings in place for all employees
- Use of face masks for both employees and customers is encouraged for all, and mandatory where required by law
- Hand sanitizer is available for use throughout the store
- Contactless mobile payments are available and encouraged

1 - STORE CONTACT DETAILS AND OPENING HOURS

For store contact details and opening hours, visit the store page on our website by clicking here.

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://ca.sandro-paris.com/en/stores
 


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 notes are valid during one year.
They can be used in CANADA only.
If you don't use the totality 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 C$20! Write your personal message on the cardboard and slide it into our pretty magnetic envelope with your gift card. Our gift cards are available and can be used in our stores in CANADA (excluding corners, affiliates and our online store).

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

Return an order

1 — Return an item

We do not provide refunds for items purchased in store. You may return your item(s) for store credit or for an exchange, within 14 days of purchase in any Sandro location in the country of purchase, on presentation of your receipt of purchase. The item(s) must be returned in its original packaging, with the clothing tag still attached. Store credit can be issued during sales and promotion periods. Your store credit will be valid for a duration of 1 year in stores in CANADA. Store credit cannot be used in our corners, affiliates and on ca.sandro-paris.com. If you do not use the full amount of your store credit, you will be issued a store credit for the difference. If you purchased your item in a department store or outlet, please contact the store in which you made your purchase to find out more about their return 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.

SANDRO OUTLET VANCOUVER:
1000-7899 Templeton Station Rd, #CRU 51, Building H
Richmond, BC V7B 0B7
Tel +1 604-248-1314

SANDRO TORONTO PREMIUM OUTLETS:
13850 Steeles Ave Unit #1005
Halton Hills, ON L7G0J1
Tel +1 289-851-0068

 


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.
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 under the care advice drop down 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. When these instructions indicate dry cleaning, this is the most appropriate method. If the product includes leather items, the customer must contact a professional specializing in leather.


3 - Size of items

Please view this size guide for a better understanding of our measurements.


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 and select the ‘Product complaint/dispute ’ contact reason.

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 Quality Experts will get back to you within 48 hours.


5 - Sustainability

How do you define a product as "eco-responsible"?
A product is considered eco-responsible if it respects one or more of these criteria :
  • At least 30% of its material is eco-responsible, meaning, it has an official external certification such as GOTS, OCS 100, ECOVERO and so on. Beginning in 2022, a product will be considered eco-responsible if one main material makes up 50%.
  • For denim pieces, their wash is eco-responsible, done with EIM (Environmental Impact Measuring) technology.
  • For pieces in leather and leather goods, the originating tannery is certified LEATHER WORKING GROUP GOLD or SILVER.




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  • What are the eco-responsible materials you use?
    We take the greatest care in selecting the materials we use. Our aim is to offer our customers high quality materials, such as cotton, linen, wool and cashmere, that respect both the planet and each individual. We are continually increasing the proportion of eco-responsible raw materials in our supply by relying on the strictest international certifications. In 2021, 45% of the Women's collection and 50% of the Men’s is eco-responsible. We are now focusing our efforts on organic cotton, Ecovero certified viscose, RWS certified wool and LWG certified tanneries.

    What does the RWS certification mean for wool?
    The wool complies with the "Responsible Wool Standard" (RWS) directive, ensuring respectful treatment of the sheep and responsible management of the land on which they live. In 2021, 46% of the wool we use is RWS certified and by 2022, we are committed to increasing that to 80%.

    What do the different FSC and Ecovero certifications mean for viscose?
    The FSC (Forest Stewardship Council) certification currently only concerns 5% of the world's forests. It is an international certification that promotes sustainable management of forests, whose trees are used in the manufacture of finished products made from wood or wood pulp, such as artificial textile fibres and packaging.
    Lenzing™ Ecovero™ certified viscose is ecological, durable and breathable—similar to Lyocell Tencel—and the product of a manufacturing process subject to strict environmental standards imposed by the EU Eco Label. The production of Lenzing™ Ecovero™ fibres generates up to 50% less emissions and water consumption, compared to conventional viscose.

    What do the different GOTS and OCS 100 certifications mean for organic cotton?
    The OSC 100 standard (Organic Content Standard)applies to non-food products containing at least 95% to 100% organic material. It verifies the presence and percentage of organic material in the final product and tracks the flow of the raw materials, from the source to the final product. This frame of reference ensures the traceability and integrity of the raw materials along the entire chain of production with the aim of guaranteeing the composition of the textiles to the final consumer. The frame of reference for GOTS organic textilesis recognized worldwide for textiles made from organic fibres. It defines high-level environmental criteria along the entire organic textiles supply chain and requires compliance with social criteria. Only textile products containing a minimum of 70% organic fibres can be GOTS certified. Chemical inputs used, like dyes and additives must conform to a certain number of environmental and toxicological criteria. Systems of production and processing must also conform to environmental regulations. A wastewater treatment plant is compulsory for every unit of wet processing used and all factories must conform to a certain number of social criteria.

    What does the EIM certification mean for denim?
    The specific EIM washing technique (EIM - Environmental Impact Measuring) allows for water consumption to be reduced by up to 95% and significantly decreases energy use and chemicals.

    With the EIM certification, what do you estimate to be your reduction in water consumption?
    EIM is a process of washing denim that allows for, according to the level of wash, water consumption to be reduced by up to 95% compared to a traditional washing process.

    How do you reduce residual stock?
    Producing less and producing better is a day-to-day concern for us. To that end, we are working on the very structure of the collections. For example, between 2017 and 2020, we reduced the size of our collections by 25%. By adjusting the volumes produced as best as possible, our residual stock volumes at the end of the season decreased globally by 27% between 2018 and 2021, in spite of Covid. To achieve our goal of not destroying any products at the end of a garment's life cycle, we are committed to a circular economy by entering into partnerships with companies that resell second-hand clothes. Furthermore, we give unsold stock and unused materials a second life by donating them to charities, recovery organizations and fashion schools. We have also reduced the number of pieces in our collections by 20% since 2019. This allows us to better scale our production volumes and reduce our stocks.

    Where do you create and produce your prototypes?
    The prototypes for our clothes are designed in our Parisian studio and produced in Europe and Asia.

    Where do you produce your collections?
    Production takes place at 110 partner sites in around 30 countries, including Portugal, Italy, Turkey, China, Tunisia, Romania, Ukraine and France. Partner selection is guided above all else by the search for what can be rare technical know-how. In 2021, 43% of our collections are made in Europe, 39% in Asia and 18% in Northwest Africa.

    Why do you produce in Asia?
    For the creation of our collections, we rely on technical know-how that does not exist in Europe, which is the case for our silk pieces and knitwear, for example. In this case, we’ll seek such expertise in Asia, because that is where it is best mastered in the world, allowing us to bring you the best quality clothing possible.

    What criteria do you use for choosing your suppliers?
    The majority of our suppliers and manufacturers are long-standing partners who have grown with Sandro's success around the world. We maintain privileged relationships with them and constantly encourage them to implement the highest environmental and social standards. First of all, the suppliers we choose to work with meet our criteria of know-how and quality in terms of product. We look for capable people to join us in the creation of quality pieces using innovative technology, but above all, we choose suppliers who are reliable and invested in our project. All our suppliers must also conform to our social and environmental specifications, and agree to being audited by external organizations.

    Which certifications do you use to audit your suppliers?
    Sandro is committed to ethical and responsible production. What we require of our suppliers translates into a number of different levels of commitment and certifications. To ensure that they are respected, we arrange regular audits by experts and independent third parties. We rely on the expertise of the BSCI (Business Social Compliance Initiative), a corporate social compliance initiative aimed at improving working conditions in their international supply chains; the SMETA (Sedex Members Ethical Trade Audit) and WRAP (Worldwide Responsible Accredited Production) social audit protocols, the WCA (Workplace Conditions Assessment) program and the SA 8000 standard for social responsibility relating to decent work. We also use environmental certifications, like the OEKO-TEX® STeP certification, ISO 14001, LEATHER WORKING GROUP GOLD or SILVER and BLUESIGN.
    Finally, each supplier must implement our General Conditions of Purchase (GCP) as well as our Supplier Code of Conduct (SCC), thus ensuring compliance with the ethical and social laws and standards in force, in addition to human rights.

    What are the differences between a tier 1 supplier and a tier 4 supplier?
    Our tier 1 suppliers are the clothing manufacturers. They are in charge of assembling the final product. Our tier 2 suppliers manufacture fabric and supplies, and our tier 2a suppliers are the finishers and dyers, who give the fabric its final characteristics (the feel of the fabric and the color). Tier 3 includes suppliers who manufacture the yarn (spinning mills) and raw materials for supply, they process the raw material. Finally, tier 4 corresponds to suppliers and traders of raw materials like cotton or wool.

    What are the working conditions of your suppliers?
    In honor of the United Nations Global Compact, Sandro has formalized its expectations of its suppliers, particularly in the context of human rights, through its general conditions of purchase and Supplier Code of Conduct. By signing these documents, our suppliers commit themselves to respecting all the clauses contained and ensuring their subcontractors do so too. This guarantees strict compliance with working conditions and the fundamental rights of all people working for and with Sandro.

    How do you invest in equality in the workplace?
    Gender equality is at the heart of our society's debates. At Sandro, we are proud of our female and male talents. Our Management Committee really reflects this with 86% women.

    How do you help your employees evolve?
    Being a big family means incorporating everyone's aspirations and allowing them to evolve according to their career and ambition. It is in this sense that Sandro supports its employee’s long term, so that they blossom here. This desire to grow alongside our employees can be seen in our internal mobility rate of 54% and an average length of service of 6 years.


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 advisors are available from Monday to Saturday between 9AM-7PM EST on the toll-free phone number : 1.855.484.1820.