SHIPPING & RETURNS

TRACK YOUR ORDER


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

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

During promotion periods, delays can be expected.

MISSING ORDERS

If you did not receive your order, please check with your neighbors or doorman. If you still haven't received your order two days after the delivery date indicated in your tracking, please contact our Customer Service team by by email customercare@cs-ca.sandro-paris.com, or call us at 1.866-814-1404. Our team are on hand to help you Monday through Saturday between 9 a.m. – 7 p.m. Eastern Standard Time.

MISSING ITEMS

If you are missing items from your order, please contact our Customer Service team by email customercare@cs-ca.sandro-paris.com, or call us at 1.866-814-1404. Our team is on hand to help you Monday through Saturday between 9 a.m. – 7 p.m. Eastern Standard Time.

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.

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.

If you are missing your pre-paid label or return form, please contact our customer service team. Return labels can only be provided for addresses within Canada. Our advisors are available from Monday to Saturday between 9AM-7PM EST (excluding public holidays) and can be reached at toll-free number 1.866.814.1404 or at customercare@cs-ca.sandro-paris.com.

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 C$10.00 shipping and handling fee will be deducted from your total refunded amount.

This fee is not applied on any orders returned due to quality or incorrect item received issues. If you believe the C$10.00 fee was incorrectly applied to your return, please contact our Customer Service team by email customercare@cs-ca.sandro-paris.com, or call us at 1.866-814-1404.

Returns by Mail (via FEDEX)

An C$10.00 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 return label is missing in your package please contact customer service.
2. Insert the return form in the return box together with the item(s) you are returning
3. Stick the prepaid return shipping label on your box
4. Take your box to a FEDEX location

Our Return Shipping address is:
Sandro
220 Yonge St, Unit 3 – 112C
Toronto, ON M5B 2H1
If you have any questions about your return form or label, our Customer Service can be reached Monday – Saturday between 9AM – 7PM EST at 1.866.814.1404.

RETURN IN STORE

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

Please note, this service is not available at our Outlet, Nordstrom, Saks Fifth Avenue, or Hudson's Bay locations.

Find your nearest Sandro boutique

FINAL SALE

Final Sale items are not eligible for return.
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.
If you’ve purchased a Final Sale item, your order is not eligible for a return or exchange.

Refund timeline

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

You will only be reimbursed for products that are new, unworn, and clean. Items must be returned in original packaging, accompanied by all clothing labels and tags attached in their original position.

If the items are new, unworn, and clean, you will be refunded within up to 30 business days of the date the package is received. During promotional 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 by email customercare@cs-ca.sandro-paris.com, or call us at 1.866-814-1404 if you didn't receive your refund confirmation email within up to 20 business days after your return has been received or if your refund hasn't appeared in your bank account up to 4 business days after receiving your refund confirmation email.