FAQs
What are your shipping methods?
We offer 3 different shipping options (Mon-Fri);
- Royal Shipping 3-4 day (Free)
- Royal Mail 48hr (£3.99)
- DPD Next Day (£6.99)
Please note we can only send out items the same day if the order is placed before 2pm on Friday.
Christmas Fulfilment Dates - to ensure you receive your order by 24th December please follow recommended courier dates and times.
Standard Royal Mail 48hr - order by 18th December, midnight.
Royal Mail 48hr - order by 19th December, midnight.
DPD - order by 20th December, 2pm.
How do I make a return?
We offer a 30-day return policy. For refunds, please allow up to 14 working days for our warehouse to process your return and issue your refund.
* For orders placed between November 1st and January 31st we offer an extended 60-day return window.
*If you bought your shoes via pre-order, you 30-day returns window is from the date the shoes are shipped to you and not from the date of the order.
To carry out your exchange(s)/return(s), please scroll to the bottom of the page and click the link under the ‘Information’ section called ‘Exchange and Return Portal’ or click here. This link will be at the footer of every page. Once you have clicked on the link, follow the instructions and you will then be given a pre-paid return label to download and print off. All return requirements and instructions will also be provided. Please also include this packing slip with your return. If you are exchanging your shoes, a new pair will be sent out automatically once you have checked in the return pair at the post office.
We do not accept returns of any accessories.
If you have placed your order from another online store, please contact them directly to process your return.
How can I protect and clean my shoes?
You can protect your shoes and clean your shoes using our fantastic, premium eco-cleaning products which can be found on all collection pages or on the accessories page (link here).
The instructions on how to use them, and further product information, can be found under the product description.
Can I get a discount on my first order?
You can receive 10% off your first order with us by signing up to our mailing list on the pop-up or at the footer of this page. You will then be emailed with your discount as well as be kept in up to date with the latest product launches, special events and sales. It’s well worth signing up for!
When will an item be back in stock?
If you select the size of the shoe you would like and it says out-of-stock the ‘Add To Cart’ button will change to say ‘Notify me when in stock’. Simply click that button, sign up, and you’ll be the first to be notified when the shoes come back in stock!
Please note that some of our shoes are only released in limited stock and won’t be restocked.
What is my size?
Just as everyone's feet are different, all shoe brands fit slightly differently. To make sure you get the perfect size for you, please use our ‘Find my perfect size’ fit predictor or use our size guide. These will tell you what your perfect SANS MATIN EU size is in correlation to your actual UK size.
If you have any questions on size, please email our customer service team at contact@sansmatin.co.uk
We do also offer free returns & exchanges and so, if they’re not quite right that’s not a problem!
What makes the shoes so comfortable?
That’s a good question! Our shoes have been expertly designed and handcrafted by shoemakers with generations of experience. But what makes ours so comfortable are our bespoke 60% natural tree rubber outsole (sustainable and very soft underfoot) and our triple-layered footbed which acts like a memory foam mattress to make sure every step you take is like walking on clouds.
What comes with the shoes?
Every pair comes wrapped in our 100% recycled, biodegradable and recyclable packaging. The shoes are wrapped in our bespoke branded tissue paper and placed into our signature dark green box with SANS MATIN logo and finishing. You will also receive a biodegradable booklet with further information about who we are, what goes into our fantastic shoes, and how to care for your SM products. Last but not least, you will also receive our bespoke, beautiful, SM embossed shoe bag made from PET (recycled plastic bottles) and recycled cotton.
