FAQs
Christmas & New Year Dates
To ensure you receive your order in time for the holidays via any of our UK shipping methods, please place your order by the following dates.
Delivery by Christmas: order by 19th December 2025
Delivery by New Year's Eve: order by 24th December 2025
We know it’s a busy time of year... so there's no rush. Any orders placed between 30th October and 31st December 2025 can be returned until 31st January 2026.
Orders & Payment
How do I order from Sans Matin?
You've already done the first step of visiting our website!
Browse through our collections, and click on the products that catch your eye. On the product page, select your desired size then add it to your shopping cart. Access your cart from the basket button at the top right corner of the screen. When you've added all your desired products to cart, click "checkout". Then add your email, delivery address, and billing address, and select a shipping method. Finally, enter your payment information and click "pay now".
You will shortly receive an email confirming that your order has been placed. You will receive another email with a link to track your package when your order is dispatched from our warehouse.
Do I have to create an account to be able to order on your website?
You place an order without an account, however we recommend creating an account to more easily manage your orders. You can also sign up to our newsletter to gain access to exclusive news and offers for our SM family.
Can I order shoes as a gift?
Yes. Gift notes can be added at checkout. However the order note included within the parcel will still show the price paid.
I haven’t received an order confirmation email. What should I do?
If your order confirmation isn't in your inbox, please check your spam/junk folder. If you still can't find it, please contact us here. Add the email address you used to place your order in the contact form, and we’ll be in touch to confirm your order details.
Can I change or cancel my order after it’s been placed?
We aim to process orders quickly, so changes or cancellations can only be made if your order has not been packed and dispatched.
If you have not received your dispatch confirmation email, you can change or cancel your order here and we'll be glad to assist you. If your order has already been dispatched, please wait until you receive it, then visit our returns portal here to initiate an exchange or return.
Why is my order delayed?
Unexpected delays can occasionally affect dispatch times, especially as we produce in limited quantities to ensure high quality. We will keep you updated on the status of your order and notify you of any delays.
Why did my discount code/offer not work?
Please check the conditions of the discount/offer - some are only applicable on certain products, or cannot be combined with other offers. If you're unsure, please contact us here with details of the code/offer you tried to use.
Pre-Orders & Limited Editions
How do pre-orders work?
We know you're keen to get your hands on our latest Sans Matin releases, so we offer pre-orders on certain styles. The expected shipping date is visible on the product page and at checkout before confirming your order.
Payment is taken at the time of placing your order and your item(s) are shipped as soon as we receive them in our warehouse. Please note that our standard 30 days exchange and return period starts from the day your order is delivered to you, not date you placed the order.
Sometimes your order confirmation email may not show the expected shipping date for your pre-order. If you would like confirmation of the shipping date or an update on the status of your pre-order, please contact us here and we'll be happy to help.
How do limited editions work?
We release limited edition colourways of our favourite styles, in small quantities to ensure exclusivity. Once a limited edition is sold out, it's gone, so be sure not to miss out! Sign up to our newsletter to be the first to know about new limited editions.
Do pre-ordered/limited edition shoes sell out quickly?
Yes, our styles often sell out quickly on pre-order. Order yours as soon as the pre-order launches and if you miss out, sign up for stock email notifications to be the first to know when your size is available. Sign up to our newsletter to be the first to know about new pre-orders and limited editions.
Shipping & Delivery
How much does shipping/delivery cost and how long does it take?
All orders will be shipped within 24 hours (Mon-Fri) and orders placed Friday after 2pm, Saturday or Sunday will be shipped the following Monday. Orders placed before 2pm will be shipped the same day.
We offer multiple shipping options to the UK:
Royal Mail Standard (3-Day Delivery) - Free on orders over £100
Royal Mail 48-Hour (Mon–Fri) - £3.99
DHL Next Day Delivery (Mon–Fri) - £6.99
For next day delivery, please make sure to place your order before 2pm, otherwise it will be dispatched the following working day.
See more details on our Shipping & Returns page here.
Do you ship internationally?
For delivery to the USA, please order from our USA website sansmatin.com.
International delivery is coming soon!
When will my pre-order be shipped?
The expected shipping date for pre-order styles is visible on the product page and at checkout before confirming your order.
If your order includes a pre-order product, your entire order will be shipped on the pre-order shipping date. If you would like to split your order to receive the in-stock item(s) now and the pre-order item(s) later, please contact us here with your order details.
Sometimes your order confirmation email may not show the expected shipping date for your pre-order. If you would like confirmation of the shipping date or an update on the status of your pre-order, please contact us here and we'll be happy to help.
My order hasn’t arrived. What should I do?
If your order hasn’t arrived, please use the “Track My Order” option here. If your order cannot be tracked, please contact us here and we’ll work with the courier to resolve the issue and ensure you receive your original order, a replacement or refund.
What should I do if my parcel is lost, damaged or stolen?
Please contact us immediately here. We’ll work with the courier to resolve the issue and ensure you receive a replacement or refund.
Exchanges & Returns
What is your exchange and returns policy?
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.
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.
You can also 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 Shipping & Returns page here.
How do I exchange an item?
To initiate 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 also receive a return shipping label and drop-off instructions.
Exchanges are shipped automatically once your returned pair is received at the warehouse, and you will receive a shipping confirmation email.
Does my original discount code apply on an exchange?
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.
How do I return an item?
To initiate 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.
How much does it cost to return an item?
We offer free exchanges and returns for gift cards and store credit. We charge a small handling fee of £2.50 on returns for refunds to the original method of payment.
Can I exchange or return an item after 30 days?
Our standard returns policy is 30 days, but please contact us here with details of your order and we'll do what we can to help.
Sizing, Fit & Comfort
What size should I order?
Our shoes fit to true to size, however to find the perfect fit for you, please refer to our Size Guide and Fit Quiz, which you can find on every product page. The Size Guide provides measurements based on our shoe sizing, while the Fit Quiz asks questions about how shoes typically fit you, combined with the specific design of our shoes to recommend your ideal size. For further advice, please contact us here and we'll be happy to help.
Has your sizing changed recently?
In summer 2025, we moved to a new manufacturer in Portugal and during this process we updated our fit, size and comfort standards to bring you even better shoes. This means there may be minor differences between the old sizing and new sizing, so please refer to our Size Guide and Fit Quiz available on every product page, even if you have previously ordered from us. For further advice, please contact us here and we'll be happy to help.
Do certain styles fit differently?
Our Gaia, Olympus and Helios styles have the same fit and are true to size, so choose your normal shoe size.
Our Hera styles have slightly more length so if you are between sizes, we recommend choosing the smaller size.
For further advice, please contact us here and we'll be happy to help.
Are your shoes wide-fitting?
Our shoes are a standard fit, and we currently do not have specific wide-fit shoes. We have, however, received positive feedback from customers with wider feet, who find our shoes comfortable. We recommend placing an order and trying our shoes on - if they don’t work for you, you can simply send them back.
Do your shoes have arch support?
Our shoes are made with a cushioned triple-layered footbed which contours to your feet as you walk, making them incredibly comfortable and supportive.
Our insoles do not provide orthopaedic arch support, so if you require special insoles, you can remove ours from your Sans Matins and swap for your own.
Are your platform trainers heavy?
No, our Gaia platform styles are lightweight, supportive, and comfortable.
How much do your shoes weigh?
The weight of our shoes varies per size but for women's styles, they are approximately:
Gaia - 440g
Olympus - 380g
Helios - 360g
Hera - 360g
Materials & Care
Where are your shoes made?
As of April 2025, SANS MATIN began a new chapter, partnering with world-class shoemakers in Felgueiras, Portugal, a region celebrated for its craftsmanship and innovation within shoemaking. The move was driven by a simple purpose: to make our shoes even better. Over six months, our founders worked closely with our new partners to refine every detail, from construction and materials to fit and comfort.
The look you love remains the same: timeless, minimal and effortlessly versatile. But the feel has reached new heights. Each pair is made using European Working Leather Group Gold Standard leathers, the highest certification for environmental and ethical standards.
You may notice subtle differences between older and newer pairs; small evolutions that make a big difference. The result is maximised comfort, exceptional quality, and the same SANS MATIN spirit.
What are your shoes made from?
We use high-quality, premium, sustainable materials: luxury leathers, recycled fabrics, and eco-conscious components. Read more about our materials and sustainability here.
How do I clean and protect my Sans Matins?
You can use our premium eco-friendly specialist shoe cleaning products, available on all collection pages or our accessories page. Instructions are included with each product.
Are your shoes waterproof?
Our shoes are not waterproof. Please avoid heavy rain or puddles, and use our protective sprays for protection against water and dirt marks.
Do you use sustainable packaging?
Yes, all our packaging is 100% recycled, biodegradable, and recyclable.
I bought SANS MATIN shoes from another seller. How can I check if they’re real?
We can only guarantee the authenticity of shoes bought directly from us at sansmatin.co.uk, sansmatin.com, or a Sans Matin pop up. Look for: high-quality leather, soft rubber outsoles, triple-layered footbeds, SM embossed shoe bag, and SM branded packaging. If you are still unsure, please contact us here, and we will help you further.
