Shipping & returns
Where can I receive my order?
It can be sent to an address selected by you (home, work, etc. - never a PO Box).
Can the delivery country be different from the purchase country?
How long will my order take to arrive?
Our products are carefully handcrafted and made to order and will be delivered to you by courier. Our estimated delivery time is 15 working days in Spain excluding the Canary Islands, Ceuta and Melilla. For other countries within the EU, the Canary Islands, Ceuta and Melilla estimated delivery time is 20 working days. Should you need to receive your order within a shorter deadline, please contact us at email@example.com and we will try to fulfill your request. If, for reasons beyond our control, your order cannot be delivered within the established term, we will contact you to agree on a new delivery date.
How much do I pay for delivery service?
Deliveries in Spain (ex. Canary Islands, Ceuta and Melilla) – 5 EUR (FREE for orders over 150 EUR)
Deliveries within the rest of the EU, Canary Islands, Ceuta and Melilla – 10-20 EUR depending on delivery zone (FREE for orders over 300 EUR).
Can I track my order?
Yes, in the "my orders" section in "my account" you can see the status of your order. If you are not registered, click on the "Order Information" link in the confirmation email sent to you.
Can I exchange my order if I ordered the wrong size?
We are happy to exchange your order in the case you chose the wrong size. There is a size chart on the website to help you find your correct size. Please note that you will have to pay for the shipping costs.
How do I return an item?
If you wish to return an item, please contact us at firstname.lastname@example.org and we will inform you on how to proceed. The items must be in perfect condition, and you must have the corresponding receipt. For hygene reasons we cannot accept returns of earrings. We do not accept the return of customised items.
Please note that it is always necessary to have received the merchandise prior to requesting a refund
How long do I have to return an item?
All returns must be made within 14 days from the date of receiving the item. Due to Christmas Time, the returns/exchanges period for orders placed between the 15th of November and the 10 of December will be extended until the 10th of January.
Will I have to pay any amounts if I decide to return an item?
If you choose to retune a non faulty item please bear in mind that you will have to pay for the shipping costs. We suggest that you use certified mail, as it is the cheapest shipping method that guarantees delivery to us.
How will I receive my refund?
Once the return has been approved, you will receive your refund via the same means used to make your purchase
When will I receive my refund?
Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.
Remember that payments to your credit card always depend on your bank/building society.
What should I do if the refund amount is incorrect?
Contact us at email@example.com, and we will solve the problem as quickly as possible
Sansoeurs.com reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.
Can I exchange my products?
If you wish to exchange an item, you have to return the item and make a new purchase online.
How long do I have to make an exchange?
All exchanges must be made within 14 days from the date of receiving the item.