Shipping
Your order will be prepared with care by our team and shipped with DHL or FedEx. Shipping costs are calculated at checkout based on order total and destination.
Taxes & duties
Austria & EU
Prices include your local VAT. No additional taxes or customs duties will be charged.
Non-EU countries
We charge the net price (without Austrian VAT). All local taxes and customs duties must be paid by the customer upon delivery.
U.S. Sales Tax: For orders placed via the Shop platform (Shop Pay), applicable sales tax is automatically calculated based on the shipping destination and local state regulations. The Shop platform is responsible for collecting and remitting these taxes directly to the U.S. tax authorities.
Refused packages
If a customer refuses to pay local customs taxes or duties, or refuses to accept the package, it will be returned to us. SARTALE upholds the right to deduct the shipping costs and any customs charges from your refund. If your order was shipped free of charge, both the costs of sending and returning the package will be deducted.
Processing & delivery
Delivery times are estimates and should be used as a guide only. SARTALE does not take responsibility for customs clearance delays or failed payments, though we always try to minimize potential risks for you.
Orders are usually dispatched within 1–4 business days after payment. Our warehouse operates Monday–Friday, except on Austrian national holidays.
During busy periods (national holidays, sale periods), short shipment delays may occur.
Once dispatched, you will receive a tracking link. Please note it can take up to 48 hours for tracking updates to appear.
Due to the value of the products, packages require a direct signature upon delivery. Please ensure that you or someone you trust is available to receive the package.
We may ship orders in separate deliveries. Please check your shipment confirmation email for details on which items are included.
Shipping costs can be changed at any time. Your name, address, email and phone number will be shared with our delivery partners (DHL / FedEx) to process your shipment.
Returns & Exchanges
If your order does not meet your expectations, you can return or exchange it within 14 days from the day of delivery.
To start a return or exchange, contact us at info@sartale.com with your order number and proof of purchase. Without first sending your request, the return will not be accepted.
After informing us, you have an additional 14 days to send the package.
Return conditions
- Items must be returned unworn, undamaged and unused, with all tags, accessories and original packaging.
- Footwear and accessories must include 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 must be returned in unopened, undamaged packaging and may only be tried on over your own undergarments.
- Custom products (special orders, personalized items) and intimate apparel (briefs, boxers) cannot be returned.
If anything is damaged or missing from your return, you may not receive your refund.
Return shipping
Return shipping costs are paid by the customer. SARTALE is not responsible for refunding customs duties, import taxes, or other handling fees incurred during shipping. Please provide a waybill number for returned goods at info@sartale.com.
The sender is responsible for any transport risks during return shipment.
Upon request, we can prepare a return label for EU customers. The cost is € 50, which will be deducted from your refund.
For exchanges, once we receive your original order, we will send the replacement with a new tracking link.
Non-EU customers: We exclusively use DHL and FedEx for all shipments. Returns and exchanges must be processed using the same carrier that delivered your original order.
For your convenience, return labels are available for € 50 (deducted from your refund). Contact info@sartale.com for details.
Middle East customers
To ensure shipment reliability given current regional circumstances, we have temporarily adjusted our return process for Middle Eastern destinations (including UAE, KSA, and Israel). Automated return labels are currently unavailable for these locations. Please reach out to info@sartale.com before sending any items back.
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.
Original shipping costs are non-refundable. If you paid for shipping, only the cost of the returned items will be refunded. If your order qualified for free shipping, you will receive a full refund for the returned items.
Refunds can take up to 14 days to appear in your account, depending on your payment provider. You will receive a notification email.
Non-EU: If you would like a refund on local taxes and customs duties, please contact your local Customs Service.
Cancellation
You have the right to cancel your order. If you have not yet been notified of dispatch, write to info@sartale.com with a cancellation request.
Customer Care
Personal assistance from Vienna
Our team is available Monday–Friday, 10:00–18:00 CET. Messages received outside of business hours will be answered on the next business day.
Contact us any time at info@sartale.com — we're glad to help!
Damaged or missing items
If your package arrives damaged or items are missing, please take clear photos of the parcel (including outer packaging and contents). Do not dispose of the packaging until we confirm you may do so.
24-hour reporting deadline
Any claims regarding damage or missing items must be reported within 24 hours of delivery. Send photos to info@sartale.com. Without the required evidence, we will not be able to process a refund.
Thank you for your understanding.