Shipping and Returns


How long will it take for my order to ship and deliver?

We offer free shipping and returns on all orders. For refunds only, a discretionary £2.50 handling and processing fee will be subtracted from the total refundable amount. 

We also offer a 24hr & 48hr hour tracked service for an additional cost.

When will my order ship?

All orders will be shipped within 24 hours (Mon-Fri) and shipped the same day if the order is placed by 2pm.

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 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

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 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 the shipment date.

* 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, your 30-day returns window is from the date the shoes are shipped to you and not from the date of the order.

In order to qualify for a return:

  • 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)
  • 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.
  • The Accessories cannot be returned.
  • Once your return has arrived at the warehouse we ask for up to 14 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 Sales period are eligible for free returns. All Sales period 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  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 Fit Predictor, or our sizing chart before purchase
  • If you have any further questions, please don't hesitate to get in touch at


As always, should you have any further questions please do not hesitate to contact us at, we’re always here for a chat!