SHIPPING & RETURNS
For all shipping & returns information, please see the below. If you have any further questions, simply visit our customer support portal here and we will get back to you shortly.
We offer free shipping and free returns on all orders over £100. We also offer a 24hr & next day tracked service for an additional fee at checkout.
For refunds only, a discretionary £2.50 handling and processing fee will be subtracted from the total refundable amount.
All orders will be shipped within 24 hours (Mon-Fri). Orders placed before 2pm will be shipped the same day.
We currently ship to UK customers from our UK website: sansmatin.co.uk We also can ship to our USA customers from our USA website: sansmatin.com
We will be shipping to customer in Europe later this year in 2025 from our .co.uk website.
If you have any questions, or want to ask us to ship to your country, please get in touch via our contact us page.
Once your order has been placed, you might still be able to update your delivery address, but this will depend on the status of your order.
The team will check if modification is still possible:
- If the order has not been prepared for shipment yet, we will update the delivery address as you have requested.
- If the order is already being prepared for shipment: unfortunately, at this point, we will not be able to correct your delivery address. You will receive an email confirmation with the tracking number once the shipment starts, after which you can reach out to your local courier to provide the new address and arrange the delivery.
To ensure the correct delivery of your purchase, and to proceed with address updates, please provide us with the following information:
- Full name
- Address line 1 (street, number)
- Address line 2 (apartment, building, etc.)
- City
- Postal code
- Country
Please contact us to provide the new and complete delivery address.
If one of more items you have ordered was a pre-order your order will now be on hold.
If you would like any of in-stock items you have ordered to be shipped to you immediately, we can update your order and get that(those) item(s) dispatched immediately.
Please contact us here to request an order split.
Not a problem! Our customer service team will be delighted to assist with any questions you may have.
Simply visit our customer support portal here and we will get back to you shortly.
You can return your items within 30 days* from the delivery date. After this period, we cannot offer a refund, store credit, or exchange.
Exchanges: You can exchange for a different size of the same product or for another product at no additional cost.
Conditions: Items must be unused, in original condition, and with all labels & packaging intact.
*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.
You can exchange for a different size of the same product or for another product or return your item(s) for a refund using our exchange and returns portal here.
You will be guided on how to return your item(s) and be issued your returns label in a few simple steps.
If you have any further question, simply visit our customer support portal here and we will get back to you shortly.
Try them on indoors - Your SMs should be tried on indoors on a clean surface. Shoes received in a condition with wear or damage may not qualify for a return or exchange.
Once you have received your pre-paid returns label through our exchanges and returns portal, and have packaged up the returning pair, in accordance with our returns policy, you can drop it at your local post office.
As soon as your return has been scanned in at the post office, your new exchanged pair(s) will be immediately sent our to you. You should recieve your new pair with 2 working days of dropping off your returned pair at the post office.
Once your return has arrived at the warehouse we ask for a maximum of 14 working days for the return to be processed.
Once your return has been processed you will receive an email confirmation and your refund will be issued.
Please be aware that during peak periods it may take a little longer.
Our accessories cannot be returned. If you return any accessories, you will not be issues a refund on those item.
If you return them with shoes, your shoe will be fully refunded but you will not be refunded on the accessories.
We offer free shipping and free returns on all orders over £100. We also offer a 24hr & next day tracked service for an additional fee at checkout.
For refunds only, a discretionary £2.50 handling and processing fee will be subtracted from the total refundable amount.
Any items purchased at a discounted price are eligible for an exchange or refund.
Any shoes purchased during on-site discounted sales periods are still eligible for free returns.
On-site sales refunds will be refunded 100% of their purchase minus a shipping and handling fee of £2.50. Items at any discounted price can be exchanged, or refunded.
For orders placed during our sitewide sales, we offer a 60-day return window.
If returning a pair of shoes bought during sales period, please return the shoes as normal through our exchanges & returns portal here.
Not a problem! Our customer service team will be delighted to assist with any questions you may have.
Simply visit our customer portal here and we will get back to you shortly.
