Shipping:
How long will it take for my order to ship and deliver?
We offer free shipping and returns on all orders over £100. Additionally, we offer a Royal Mail 24 hour tracked and signed service, a Royal Mail 48 hour tracked service, and a Hermes tracked service for a shipping fee.
When will my order ship?
All orders will be shipped within 24 hours (Mon-Fri)
How can I track my order?
You can find your tracking information on your shipping confirmation email. If you’re having trouble finding your shipping confirmation email, feel free to reach out via email at contact@sansmatin.co.uk
My tracking says my order was delivered, but I haven’t received it—what do I do?
Sorry to hear that! Get in touch at contact@sansmatin.co.uk with your tracking information and correct shipping address. We’ll get that sorted out for you as quickly as possible.
Can I edit/cancel my order after it has been placed?
Unfortunately, we cannot modify orders once they are placed. We will only ship to the address provided at checkout.
Returns & exchanges policies:
Free exchanges and returns on all, undamaged/new condition shoes (all accessories are not subject to free returns) within 30 days of shipment date.
In order to qualify for a return:
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Return in new condition - Your shoes must be returned in the new condition you received them, with original packaged contents (shoes, insoles, shoebox, laces, shoe bags, tissue paper, care card, etc)
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Try them on indoors - Your SMs should be tried on indoors on a clean surface. Shoes received in a condition with excess wear or damage may not qualify for a return or exchange.
- They must be returned within 30 days of the shipment date.
- Any items purchased at any discounted price are eligible for an exchange or refund.
- Any shoes purchased over our Black Friday Sales period are not eligible for free returns. All Black Friday returns seeking refunds will be refunded 100% of their purchase minus a shipping and handling fee of £5.00. Items at any discounted price can be exchanged, or refunded. If returning a pair of shoes bought in the Black Friday sales period, please return the shoes as normal through our returns portal here.
- The Accessories cannot be returned.
- Once your return has arrived at the warehouse we ask for up to 10 working days for the return to be processed.
To start the exchange/returns process please use the link below, and you will be guided through the process.
SANS MATIN returns
Returns policy for items bought on sale:
- Any items purchased at a discounted price are eligible for an exchange or refund.
- Any shoes purchased over our Black Friday Sales period are not eligible for free returns. All Black Friday returns seeking refunds will be refunded 100% of their purchase minus a shipping and handling fee of £5.00. Items at any discounted price can be exchanged, or refunded. If returning a pair of shoes bought in the Black Friday sales period, please return the shoes as normal through our returns portal here.
- If you haven’t purchased from us before, please do use our sizing chart before purchase
- If you have any further questions, please don't hesitate to get in touch at contact@sansmatin.co.uk
Import Duties:
If you are ordering from outside of the UK you may have to pay import tax and duty charges.
You may be asked to pay these once your order arrives in the delivery country.
SANS MATIN are not liable for any import tax or duty charges issued by your country's national import office. Such charges are issued to the recipient and are not controlled by SANS MATIN in any way.
Import taxes and taxes vary from country to country and they depend on the value of your order. If in doubt please consult your country's governmental or national import office website for further information.
As always, should you have any further questions please do not hesitate to contact us at contact@sansmatin.co.uk, we’re always here for a chat!
