EXCHANGES & RETURNS
For all exchanges & returns information for orders to the UK, Australia, Canada and Europe please see below. If you have any further questions, simply visit our customer support portal here and we will get back to you shortly.
We offer a 30-day exchange or return policy on Sans Matin shoes from the date your order is delivered (not the date you placed your order). Items must be unused, in original condition, and with all labels & packaging intact.
Exchanges: We offer free exchanges on footwear for UK orders. You can exchange your item(s) for the same item(s) in another size at no extra cost. You can also exchange your item(s) for another item and pay the price difference, or receive a refund for the difference in the form of a gift card, store credit, or back to the original method of payment.
Returns: We offer free returns on all footwear. You can return your item(s) for a refund in the form of a gift card, store credit, or back to the original method of payment.
Please note that we do not offer returns on accessories (cleaning kits, laces, baseball caps).
See more details on our FAQs page here.
For UK orders, we offer free exchanges and free returns. Your refund will be sent to the original method of payment once our warehouse receives and processes your return.
For UK orders, to start the exchange process, please visit our exchange and returns portal here and follow the simple steps to exchange your order.
After entering your order number and postcode, you will be directed to select the items you want to exchange. You will then be asked which item you would like to receive. If there is a price difference, you will be asked to pay the extra or refunded the difference to a gift card, store credit or original method of payment. You will receive a return shipping label and drop-off instructions. You will also receive a shipping confirmation email when the exchange item(s) is dispatched.
We have two exchange options: normal or instant. A normal exchange means your exchange (new) order is shipped after your return is received and processed at our warehouse. This process can take up to 7 working days, depending on transit and processing times.
An instant exchange means that as soon as you request your exchange through our portal, your exchange (new) order is shipped to you immediately. You will still need to return your original item back to us within the return window provided. This option allows you to receive your new pair much sooner, without the usual waiting period.
To enable an instant exchange, a temporary authorisation hold is placed on your card for the value of the item(s) you are returning. This is a hold, not a charge, and will be released once you return this item(s) in accordance with our return policy. If you fail to return your original item(s), your card will be charged for the value of those item(s).
If the item you want is out of stock, please sign up for a back-in-stock notification on the product page. As soon as we receive more stock, you will be notified via email and can place an order as normal.
See more details on our FAQs page here.
Yes, any discounts applied to your original order will also be applied when you exchange an item from this order. If you want to exchange an item from the same order a second (or further) time, please contact us here and we'll be happy to help.
For UK orders, to start the return process, please visit our exchange and returns portal here and follow the simple steps to return your order.
After entering your order number and postcode, you will be directed to select the items you are returning. You will then be asked if you want to receive your refund as a gift card, store credit, or back to the original method of payment. You will also receive a return shipping label and drop off instructions.
Once we receive your return, we will check it. If accepted, we will process your refund within 14 days and you will receive a refund confirmation email. However, please note that it may take your bank a few extra days to process the funds.
If the returned item has been used, worn, or damaged, then we cannot accept it and will contact you to find a solution.
See more details on our FAQs page here.
Not a problem! Our customer service team will be delighted to assist with any questions you may have.
Simply contact us here and we will get back to you shortly.
Yes, we offer a 30-day free return policy on Sans Matin shoes from the date your order is delivered (not the date you placed your order). Items must be unused, in original condition, and with all labels & packaging intact.
Exchanges: For international exchanges, please return your original order and place a new order. If the item you want is out of stock, please sign up for a back-in-stock notification on the product page. As soon as we receive more stock, you will be notified via email and can place an order as normal.
Returns: We offer free returns on all footwear. You can return your item(s) for a refund in the form of a gift card, store credit, or back to the original method of payment.
Please note that we do not offer returns on accessories (cleaning kits, laces, baseball caps).
See more details on our FAQs page here.
We offer free returns on all footwear. Your refund will be sent to the original method of payment once our warehouse receives and processes your return.
For international orders, to start the return process, please visit our exchange and returns portal here and follow the simple steps to return your order.
After entering your order number and postcode, you will be directed to select the items you are returning. You will then be asked if you want to receive your refund as a gift card, store credit, or back to the original method of payment. You will also receive a return shipping label and drop off instructions.
Once we receive your return, we will check it. If accepted, we will process your refund within 14 days and you will receive a refund confirmation email. However, please note that it may take your bank a few extra days to process the funds.
If the returned item has been used, worn, or damaged, then we cannot accept it and will contact you to find a solution.
See more details on our FAQs page here.
Not a problem! Our customer service team will be delighted to assist with any questions you may have.
Simply contact us here and we will get back to you shortly.
