Refund policy
RETURNS & EXCHANGES
If your order does not meet your expectations or you would like to exchange it, you can return it within 14 days, starting from the day your order was delivered.
To start a return/exchange, we kindly ask you to contact us at info@sartale.com to provide us with your order number and your proof of purchase.
Without first sending your request to us, the return will not be accepted!
After informing us about your intention, you get an additional 14 days to send the package.
Please consider that returned items must comply with our returns policy:
- Items must be returned unworn, undamaged and unused, with all tags and accessories and in the 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, where applicable. Swimwear must only be tried on over your own undergarments.
Please take into account that If anything is damaged or missing from your return, you may not receive your refund.
- 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 or concerns about your specific item
Please note that the shipping costs for returning the goods should be paid by the customer. Additionally, Sartale is not responsible for refunding any additional costs incurred during shipping, such as customs duties, import sales taxes, or other handling fees. We ask you kindly to provide a waybill number for the returned goods at info@sartale.com.
When choosing a carrier, please note that the sender is responsible for any transport risks during shipment.
We always try to fulfill your return/exchange as quickly as possible.
By exchange, once we receive your original order, we will send you a new package with an exchanged size. You will receive an email with a new tracking link.
Additional note for customers from Non-EU countries:
Due to recent difficulties dealing with other carriers we have chosen to continue to work explicitly with DHL. Therefore all returns/exchanges can be only processed through DHL. We are still working on the possibility of being able to offer our customers free returns, unfortunately, at the moment we cannot offer you that.
We would like to make it convenient for our customers, so you will be charged only 50 Euro for the return label. The amount will be later deducted from your refund.
Please write to us at info@sartale.com to receive more information.
CANCELLATION
You have a right to cancel your order. If you have yet not 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 returns can take up to a few days, your refund will be processed to your original payment method, excluding delivery costs. Refunds can take up to 14 days to show in your account, depending on your payment provider.
You will receive a notification email.
NON-EU: If you’d like to get a refund on local taxes and custom duties, please contact your local Customs Service.
You are always welcome to contact us with any questions at info@sartale.com.
We are glad to assist you with all your inquiries!
In case you receive the package, and it seems damaged, and you notice an item missing from your order, we ask you kindly to take several pictures of the package. Do not get rid of the package until we confirm you can do so!
Please send us a request with the pictures to info@sartale.com afterwards.
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.
