Refund policy

Returns & Exchanges

If your order does not meet your expectations or you would like to exchange an item, you can return it within 14 days from the day your order was delivered.

How to start a return

1. Contact us at info@sartale.com with your order number and proof of purchase.

2. Wait for our confirmation — without prior approval, returns will not be accepted.

3. Once approved, you have an additional 14 days to send the package.

Return conditions

Please make sure your returned items meet the following requirements:

  • Items must be returned unworn, undamaged and unused, with all tags, accessories and original packaging.
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided.
  • When trying on footwear, please do not mark the soles or damage the shoe box.
  • If an item has a brand tag attached, it must be returned with the tag in its original position.
  • Swimwear items must be returned in unopened and undamaged packaging. Swimwear must only be tried on over your own undergarments.

If anything is damaged or missing from your return, you may not receive your refund.

Non-returnable items: Custom products such as special orders or personalized items and intimate apparel (briefs, boxers) cannot be returned. Please contact us if you have any questions about your specific item.

Return shipping

The shipping costs for returning goods are paid by the customer. Sartale is not responsible for refunding any additional costs incurred during shipping, such as customs duties, import sales taxes, or other handling fees.

When choosing a carrier, please note that the sender is responsible for any transport risks during shipment. We kindly ask you to provide a waybill number for the returned goods at info@sartale.com.

For exchanges, once we receive your original order, we will send you a new package with the exchanged size. You will receive an email with a new tracking link.

Return labels

EU customers: Upon request, we can prepare a return label for € 30, which will be deducted from your refund.

Switzerland & United Kingdom: A return label (€ 30) is required for all returns. The cost will be deducted from your refund.

All other non-EU countries: A return label (€ 50) is required for all returns. The cost will be deducted from your refund.

All non-EU returns must be processed using DHL or FedEx — the same carrier that delivered your original order.

Contact info@sartale.com to request your return label.

Cancellation

You have a right to cancel your order. If you have not yet been notified of the dispatch of your order, you can write to us at info@sartale.com with a request to cancel it.

Refund

Once your return has been accepted, processing can take up to a few days. Your refund will be issued to your original payment method, excluding delivery costs. Refunds can take up to 14 days to appear in your account, depending on your payment provider.

You will receive a notification email once your refund has been processed.

NON-EU customers: If you would like to receive a refund on local taxes and customs duties, please contact your local Customs Service.

Customer Care

Personal Assistance from Vienna

Since our office and warehouse are located in the heart of Austria, our team follows Central European Time (CET). We are available to help with your orders, sizing, or delivery questions from 10:00 to 18:00, Monday through Friday.

Should you reach out to us during the evening or over the weekend, rest assured that we have received your message and will respond promptly on the next business day.

You are always welcome to contact us with any questions at info@sartale.com. We are glad to assist you with all your inquiries!

Damaged or missing items

In the event that your package arrives damaged or you notice any missing items, we kindly ask you to take several clear photos of the parcel, including the outer packaging and contents.

Please do not dispose of the packaging until we have confirmed that you may do so, as it may be required for the investigation.

Any claims regarding damage or missing items must be reported to us within 24 hours of delivery.

Please send your request with photos to info@sartale.com.

In case you will not be able to provide us with the required evidence, we will not be able to make a refund!

Thank you for your understanding.