Contacts and Assistance
We care about our customers and we always try to put them at their ease.
If you need information or you are not satisfied with your items do not hesitate to contact us, we will be glad to help you and do everything to meet your needs.
Phone number +39.0812354696 / +39.3342748610
Sand Shop accepts returns for any reason if the request and shipment of the return are made within 14 days from the date of delivery of the order. Only under this condition will requests be approved.
The items must be shipped in their original condition after the return authorization from Sand Shop, and not before this is communicated to our Customer Service by making the request by filling in the Return Form, by entering the order reference code and the mail with which the order was placed. You can also choose whether to return the product, request a size change, receive a voucher with free shipping or be refunded. Our After-Sales Manager will contact you by e-mail and will follow you step by step in returning the items to our warehouse.
Please be reminded that shipment costs will be at your own expenses. In case of faulty items, Sand Brand will be glad to cover shipment costs (it will be necessary to show the flaw by means of a photo).
For orders made outside the European Union, due to hygiene issues, unfortunately it is not possible to return or exchange the articles, according to art. 59 of d. lgs. 206 del 6 settembre 2005 e ss. mm. e ii. (cd. "Codice del Consumo"). Gift packaging is not returnable and refundable.
Dos and dont's
Things to do to return an item:
1. Tell us your intention of returning the item by the tourteenth working day of the delivery date.
2. Wait for our Customer Service to process the request and send the return authorization, fill in the return form received in the order package, which must be inserted inside the envelope containing the return. If you have not received the form, you can request it at the email address firstname.lastname@example.org.
3. Ship the product in its original conditions in one parcel (possibly in its original box). We will not accept returns regarding the same order but sent separately in two different times.
4. Return the item together with its hang tag. Returned items without this hang tag will not be accepted.
5. Sand Brand will refund the total amount except for shipment costs.
PLEASE NOTE: IN CASE OF REFUND, EXCLUSIVELY THE COST OF THE RETURNED PRODUCT WILL BE REFUNDED, IF THE CUSTOMER DOES NOT PAY THE SHIPPING COSTS AT THE TIME OF PURCHASE (FOR ANY REASON, PROMOTION ECT) THE SHIPPING COSTS INCURRED BY SANDSHOP, WILL NOT BE REFUNDED IN ANY CASE.
6. In the event that the conditions here above are not followed, or returned items are used or damaged, Sand Brand will not refund you. In that case, you can decide to take back the returned items at your own expenses. After this shipment, it will not be possible to return them again.
The refund of the total amount will be issued within maximum 20 days of receipt of shipment. The time needed for the refund will vary according to the payment method you decided to use:
- Credit card:
time depends on the Credit Institute that issued your card. However, the date of the re-credit value will be the same as the debit date value. As soon as the refund will be issued, we will send you a communication via mail.
the refund will be issued directly to your Paypal account through a communication via mail. You will receive a final communication from our Customer Service, too.