Sandro Customer Care: How to Get Fast, Accurate Help

Sandro (founded in 1984 in Paris) operates customer care by region, so the fastest path to help is through your country’s Sandro site and its dedicated support team. Because policies for shipping, returns, taxes, and payment processors vary by market, always contact the team tied to the site where you placed your order.

Bookmark the official websites to avoid third‑party impostors: Global/EU at https://www.sandro-paris.com, US at https://us.sandro-paris.com, and UK at https://uk.sandro-paris.com. Use the footer links labeled “Contact,” “Customer Service,” or “Help” on the correct regional site for the most up‑to‑date contact options (email form, phone if available, and sometimes chat). Store phone numbers and hours are listed in the “Stores” or “Store Locator” section.

Official Contact Channels and What to Provide

Start with the regional site’s Contact page to log tickets tied to your account and order history. If you ordered as a guest, use the same Contact page and provide the order confirmation details from your email. For store‑related issues (size exchanges, holds, or locating a product), call the store directly from the Store Locator; staff can check real‑time stock across nearby boutiques.

If you prefer written records, use the web form or email listed on your region’s site. Include photos for quality or delivery issues. For urgent order changes (address edits, cancellations), use phone/chat if your region offers it—changes are usually only possible before the parcel is released to the warehouse.

• Use the correct regional website: https://www.sandro-paris.com (EU/global), https://us.sandro-paris.com (United States), https://uk.sandro-paris.com (United Kingdom).
• Include: full name, order number, billing/shipping postcode, the email used at checkout, item SKU(s), and clear photos (outer box label, product defect, or condition on arrival).
• Keep communication in one thread; replies on the original ticket preserve history and speed triage.

Hours, Languages, and Response Times

Regional customer care teams generally operate on local business days (Monday–Friday, excluding public holidays). Written inquiries are typically answered within 1–2 business days; peak periods (mid‑November to late December and during mid‑season and end‑of‑season sales) can add 1–2 days. If you do not receive an automated confirmation within 15 minutes of submitting a web form, resubmit or try a different browser and check spam for “Sandro” or “sandro-paris.com.”

Language support matches the region (for example, English for the US/UK sites, and English/French/others across EU sites). If you are multilingual, writing in the region’s primary language can reduce back‑and‑forth. For complex cases (carrier investigations, warehouse audits), allow time for third parties to respond; Sandro care teams cannot force carrier timelines but will escalate when possible.

Orders: Placement, Changes, and Cancellations

Once an order moves to “Preparing” or “Shipped,” address edits and item changes are rarely possible. If your account shows a “Cancel” button, act immediately—those windows can be under an hour during business hours. If cancellation isn’t available, request a delivery intercept with Customer Care; feasibility depends on the carrier and country.

No confirmation email within 15 minutes? Check spam, then confirm your bank shows only an authorization (a temporary hold) rather than a settled charge. Duplicate orders happen if a page is refreshed at payment; Sandro care can void duplicates before dispatch if contacted early with both order numbers.

Shipping, Tracking, and Delivery Issues

Tracking typically activates within 12–36 hours after the carrier scans the parcel. During high volume, labels may be created several hours before first movement appears. If tracking stalls for 48 hours on a business day, ask Customer Care to open a trace with the carrier; formal investigations usually take 3–8 business days depending on local carriers.

Signature may be required for high‑value orders or at the discretion of the carrier. If the tracking shows “Delivered” but you did not receive the parcel, contact Customer Care within 24–72 hours for a porch‑piracy or misdelivery review; provide a safe‑place photo of your delivery area if applicable and confirm neighbors/building staff have not received it. For building deliveries, note the concierge’s name and time.

Returns, Exchanges, and Refunds

Conditions are consistent across regions: items must be unworn, unwashed, with all tags and any security labels attached, and returned in original packaging where possible (shoe boxes unmarked). Fragrance and certain intimate items may be non‑returnable once opened, subject to local law. Return windows vary by region; the EU guarantees a minimum 14‑day right of withdrawal for distance sales under Directive 2011/83/EU, starting the day after delivery.

Refunds are issued to the original payment method after the warehouse quality check passes. Expect 2–7 business days for warehouse processing and an additional 3–10 business days for your bank to post funds. If you used a gift card or store credit, the refunded amount will return to that tender. Exchanges are managed either as a return+reorder online or directly in store where local policy allows; check your region’s FAQ for in‑store exchange rules on web orders.

In‑Store Purchases and Boutique Support

Store returns follow the policy printed on your boutique receipt, which may differ from online terms. Many boutiques offer same‑day or next‑day holds; holds typically expire after 24–48 hours if not collected. For tailored advice on fit or fabric, call the boutique before visiting—associates can pull sizes and propose alternatives.

If you need to locate a specific item/SKU across multiple boutiques, ask staff to check local inventory systems and request an inter‑store transfer when available. Transfers are subject to manager approval and courier schedules; expect 1–3 business days for transfers within the same city and longer between regions.

Product Care, Repairs, and Quality Concerns

Follow the care label precisely: many Sandro tailored pieces specify professional dry cleaning; knitwear often calls for cold hand‑wash or delicate cycles in a mesh bag; lay knits flat to dry to prevent stretching. For leather and suede, test conditioners/protectants on an inconspicuous area first and avoid prolonged sun or moisture exposure.

For manufacturing defects discovered shortly after purchase (mis‑stitching, seam failures, faulty zips), contact Customer Care promptly with photos and your proof of purchase. In the EU, consumer goods benefit from a 2‑year legal guarantee of conformity, which covers non‑conformities present at delivery. Outside the EU, remedies depend on local law and store policy; Sandro can coordinate inspections and, where appropriate, repair, replacement, or refund according to regional rules.

Payments, Price Adjustments, and Taxes

Accepted tenders vary by region and can include major credit/debit cards and wallet methods shown at checkout. If your bank declines a transaction, try the same card after verifying 3‑D Secure/OTP settings, or use an alternative tender. For international orders, duties and VAT handling differ by site; the checkout page will state whether taxes are included (EU/UK commonly show prices VAT‑inclusive) and whether duties are pre‑paid or due on delivery.

Price adjustments (post‑purchase price matches) are discretionary and depend on region, time since purchase, and stock availability. If your item goes on sale shortly after purchase, contact Customer Care promptly with your order number and a screenshot of the lower price on the same regional site; adjustments are typically only considered within a short window while the identical size/color remains in stock.

Accounts, Privacy, and Communications

You can manage addresses, saved payment methods, and returns from your account dashboard on the regional site where you shop. If you need to merge duplicate accounts or correct an email typo made at checkout, contact Customer Care with both email addresses and recent order numbers for verification.

To unsubscribe from marketing emails, use the unsubscribe link at the bottom of any Sandro newsletter. For data rights (access, deletion, correction), submit a request through the Privacy or Contact page of your regional site; EU/UK users have rights under GDPR/UK GDPR, and Sandro will verify identity before acting on sensitive requests.

Escalations and Dispute Resolution

If a case stalls, politely request escalation to a senior advisor, attaching a timeline of events, ticket numbers, and photos. For cross‑border EU purchases, you can also use the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr once you have attempted resolution with Sandro.

For billing errors on credit cards in the United States, the Fair Credit Billing Act allows you to dispute charges within 60 days of the statement date that shows the error (15 U.S.C. § 1666). Always try to resolve with Sandro first—provide tracking, correspondence, and photos—then contact your card issuer if needed.

Checklist to Speed Up Any Customer Care Case

Having the right documentation ready shortens resolution times and reduces back‑and‑forth with advisors. Use this list before you submit a ticket or place a call.

• Order info: order number, order date/time, the email and phone used at checkout, and the delivery address post code/ZIP.
• Proofs: confirmation email, carrier tracking link and screenshots, delivery confirmation or lack thereof, photos of packaging and labels, product tags still attached, and defect close‑ups (natural light, front/back, and macro).
• Receipts: store receipt or gift receipt for boutique purchases; for gifts, include the purchaser’s name if known.
• Clear ask: state your preference (exchange size/color, refund, repair) and any hard deadlines (travel date, gifting date).

For all topics, start at the correct regional site—https://www.sandro-paris.com, https://us.sandro-paris.com, or https://uk.sandro-paris.com—and use the Contact and Help links shown there. Policies and phone availability vary by country, and the regional pages always have the current terms, hours, and options.