Frequent Questions

To make your experience easier, you will find all the answers to your questions in this space.

Place an Order

To place and order online simply:

• Navigate through the product pages of the website
• Select the colour and size you would like and click ‘Add to Cart’
• Confirm your cart
• Enter your delivery address
• Select your delivery method
• Choose your payment method, enter your payment details
• Review and Confirm

We recommend creating an account so that you can; easily refer to previous purchases, manage your returns, create a wishlist, manage your preferences.

Once your order has been placed successfully, you will be directed to a success page containing your order number. You will also receive an email notification confirming the details of your order. Please contact our Customer Care team immediately if you notice any errors on your order, at customercare@sandro-paris.com.au

Change or Cancel an Order

If you change your mind, would like to cancel an order, or notice an error on your order please contact our Customer Care team immediately at customercare@sandro-paris.com.au

Use a Promotional Code

To use a promotional code simply enter this into the ‘Promo Code’ field at the cart stage of the order process and click the ‘Apply’ button. Once the code has been validated, the offer will automatically apply to your cart. If your code is invalid you will see an error message appear. Please contact our Customer Care team if you require any further assistance at customercare@sandro-paris.com.au

Gift Cards

Unfortunately, we do not currently offer Gift Cards online.

Create a Wishlist

To create a wishlist simply:

• Create an online account with us
• Navigate through the product pages of the website
• Select the colour and size you would like and click ‘Add to Wishlist’

An item will stay in your wishlist until it is removed, purchased, or no longer available for purchase. You can view and manage your wishlist via your account section of the website.

Composition of Your Parcel

We take the greatest care of your items so that they are not damaged in transit and so you can maintain them over time. All our fragile items are delivered in a specific protective packaging.

Our suits are delivered in a suit cover.

Our accessories are delivered in a fabric Sandro pouch.

In each parcel you will find your ordered item/s, your invoice, and a thank you card with our Customer Care details. 

Sandro-Paris.com.au delivers to addresses within Australia only. At this time, we are not able to deliver to PO Boxes or Parcel Lockers.

Delivery

For a limited time we're offering Free Shipping on all orders. We use a combination of courier companies based on your location to ensure that your order is delivered as quickly as possible.

Processing Times

Our warehouse operates during business hours Australian Eastern Standard Time, Monday to Friday, excluding weekends and NSW public holidays.

Orders received before 12pm on weekdays will be processed and shipped on the same business day. Orders placed after 12pm will be processed and shipped next business day. Orders placed on weekends will be processed and dispatched next business day.

Orders placed during Sale or Promotional times may take longer to process. Please allow an additional 24 hours for dispatch.

You will receive an email notification once your order has been dispatched from our warehouse with a tracking number to monitor the delivery.

Change of Shipping Address

Once your order is placed, we are unable to change the shipping address.

Duties and Taxes

All prices displayed on the Australian Store are in AUD currency and are gst inclusive. All payments made on the Australian Store are processed in AUD.

Online Return Policy

Merchandise purchased via sandro-paris.com.au can be returned for a full refund or credit voucher within 14 days of receipt.

Sale merchandise can be returned for store credit only.

Final sale items are not eligible for returns.

Returns are processed on merchandise only, less any shipping costs paid, unless faulty.

Returned items must be in their original condition; unworn, unused, unwashed, with swing tags attached and are accepted at the discretion of our team.

We are not able to offer exchanges and instead encourage you to place a new order to secure your desired item, and returning the the original item for a refund.

How to Return

To request a return simply:

  1. If you have an online account, please login and submit a request for a refund.
  2. Our customer service will proceed to create a return label for you and you will receive this email in your inbox with the return label from our courier service.
  3. Please attach the label to the original package and proceed to book a pick up via the same link.
  4. Once the parcel has been picked up and returned to our customer service team. A quality check procedure will be conducted and then a refund will processed after.

Our customer service will proceed to create a return label for you and you will receive this email in your inbox with the return label from our courier service.

  1. Please attach the label to the original package and proceed to book a pick up via the same link.
  2. Once the parcel has been picked up and returned to our customer service team. A quality check procedure will be conducted and then a refund will be processed after.

You will receive an email confirmation with your return details and a member of our Customer Care team will be in touch with further instructions on how to return your item. If you need any assistance with your return please contact our Customer Care team and we'll be happy to help.

Phone: +61 (02) 9302 8621
Email: customercare@sandro-paris.com.au

Please allow up to five business days for your returned item/s to be received. You will receive an email confirmation once your return has been received and processed. If your return does not meet our return policy you will be contacted by our Customer Care team.

Faulty Items

We make the best efforts to quality control all items prior to dispatch.

In the case that something is faulty or damaged, please log your return request via your Account using the steps mentioned above, please also include a brief description of the fault.

Incorrect Items

If you believe you have received an item different to the one you ordered, please log your return request via your Account using the steps mentioned above, please also include a brief description of the item you have received instead. 

Refunds

Your refund will be credited to your original payment method. Please note credit card refunds may take up to 10 days to process, depending on your financial institution. For online orders only. 

Store Credit

Store credits will be processed once your returned item/s have been received, and your credit note details will be sent to you via email. Store credits are non-transferable and are valid for use at sandro-paris.com.au only and cannot be used in store. 

Afterpay Returns

Afterpay now available online.

Payment Methods

We accept all major credit cards and payment types; Visa, Mastercard, American Express, Paypal.

Your card will be debited at the point your order is confirmed

For your convenience, we will offer to store your payment details for the next time you place an order with us. Your credit card number is encrypted by the payment gateway and associated with a unique payment token, which means the number is never kept on file or stored by us. For all subsequent purchases you will only need to enter the CVV on the back of your card to confirm the payment.

Please note Credit Notes and Gift Vouchers issued in store cannot be used online.

Afterpay

Afterpay now available online.

Security

Sandro-paris.com.au uses a Secure Sockets Layer [SSL] on payment pages to ensure your data is encrypted and transmitted safely. Your entered credit card information is never visible to us or stored on our servers.

Find items easily

Our search engine, located at the top of our homepage, makes it easy to find what you’re looking for. Just enter the keywords into the search bar and click the results that appear.

If you want to refine your search further you can use our filters by style, colour or size, located at the top left of every category page.

How to change, add, or delete a postal address.

To change your address, login to your account and then click on ‘Addresses’ from the menu.

Click ‘Edit’ on the address you would like to change.

If you haven’t created an address you can select “New Address” to add.

If you would like to delete an old address click “Delete”

*Please note that this will not update the shipping address of an order that has already been dispatched. Please contact our Customer Care team.

How to download an invoice.

To download your invoice, please login to your account and then click on “Orders” from the menu.

Select the order you would like to view and click “Print Invoice” from the order details page.

Receive news and offers from Sandro

To receive our latest news, special offers and early access to private sales, please subscribe to our newsletter. To join, simply enter your email address into the “Newsletter” section at the bottom of the Sandro homepage.

You can also create an account and select “Subscribe to the Sandro newsletter” located after the email address field.

Unsubscribe from Sandro offers

To unsubscribe from our newsletter, click the unsubscribe link located in the footer of every Sandro email.

From the moment you unsubscribe, you will no longer receive any emails from Sandro, including invitations to exclusive events and our private sales.

You will continue to receive emails relating to online orders – such as order confirmations, shipping details and returns instructions etc.

Recover your password

If you have forgotten your password, enter your email address into the login page or checkout page and click “Reset Password” button.

If you already have an account a link to reset your password will be emailed to you, follow the link and enter your new password into the fields. Due to security reasons we do not record/ nor have access to your password.

To change your password, simply go to your account and click “Account Settings” enter your current password and you new password into the corresponding fields.

Create an account

To create a Sandro account simply click the account-icon-icon.png Account Icon from the top right corner of the page.

Click the “Create an account” button from the Register section

Enter your personal details into the fields, verify your account by checking the captcha and click “Create an account”

Log in

To sign into your account, click the account-icon-icon.png Account icon from the top right corner of the page and enter your login details. You will have access to you personal details and complete order history.

Management of personal data

Customers are hereby informed that their personal data may be collected on the Website and used by International Fashion Brands, which acts as data controller within the meaning of the Regulation (EU) 2016/679 of the European parliament and of the council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter "General Data Protection Regulation" or "DPR").

International Fashion Brands undertakes to protect and ensure the security and confidentiality of its Customers’ personal data in accordance with the GDPR, including by taking all appropriate measures to prevent these data from being distorted, damaged or accessed by unauthorised third parties.

In particular, Customers’ personal data may be sent to service providers and contractual partners which, acting as subcontractors within the meaning of the GDPR, contribute directly to the management of Orders and for which it is absolutely necessary to access the personal data entered by Customers when creating and using their Accounts (identity, postal address, telephone number, email address). Subcontractors may act only under instruction from International Fashion Brands.

Customers' personal data are collected for the following purposes:

• to manage Orders and relationships with Customers;
• to inform Customers about commercial offers and information relating to the brand;
• to reinforce and enhance communication from the Website and the brand by sending, for instance, newsletters and special offers depending on the preferences that Customers express on the Website;
• to improve and personalise the services offered to Customers; and
• to comply with legal and regulatory obligations.

Customer's personal data are retained only for the period strictly necessary for the aforementioned purposes.

In accordance with the French Data Protection Act, Customers have the right to access, correct and object to the use of their personal data (hereinafter "Data Protection Rights").

To exercise one or more Data Protection Rights, Customers should send a request by email or post to the Customer Care department of SANDRO, by email via the contact page on the Website or by writing to the following address and stating their full name, email address and customer reference details: SANDRO Customer Care, Suite 301, 30-36 Bay Street, Double Bay NSW 2028.

All requests must be signed and accompanied by a photocopy of an ID document bearing the Customer’s signature, and include the return address.

Requests made on the basis of one or more Data Protection Rights will be replied to no later than 2 months after receiving the requests.

Customers may give SANDRO specific guidance in which they explain how they would like to exercise their Data Protection Rights under the GDPR after their death.

Privacy policy

When visiting the site, information pertaining to the Customers' browsing may be recorded in "Cookies" installed on their terminal (computer, tablet, Smartphone).

These cookies are issued by Sandro in order to facilitate browsing on the Site and allow recognition of Customer browsers when they are connected to the Site.

These cookies are issued in order to:

- establish visitor statistics (number of visits, pages viewed, cancellation of the order process, etc.)
- adapt the presentation of the Site to the display settings of terminals,
- memorise the information entered in forms, manage and secure access to reserved and personal spaces such as the Customer account and manage the Order basket.
- Sandro reserves the right to implant cookies on the Customer's computer when visiting the Site.

A cookie is a small file that is sent to the Customer's computer and stored on the hard drive. If the Customer is registered with Sandro, his/her computer will store an identification cookie that will save time each time he/she visits the Sandro site because it will remember the Customer's email address.

A cookie does not allow the identification of the Customer but the purpose is to note the prior visit of the Customer on the Site to help Sandro personalise its services.

The Customer may configure settings so that cookies are deactivated and avoid the installation of cookies without his/her express consent on his/her computer.

Any settings implemented by the Customer shall be liable to change Internet browsing and conditions of access to certain services on the Site requiring the use of Cookies.

The Customer may express and modify at any time his/her wishes pertaining to cookies, by the methods described below.

The Site uses computer applications from third parties that allow the Customer to share the content of the Site with other people or to make known to other individuals his/her opinion of the content of the Site. (Social networks such as Facebook, "Google+", "Twitter", etc.).

When the Customer visits a page of the Site containing a "Share" or "Like" button, the browser establishes a direct connection with the servers of the concerned social network.

If he/she is connected to the social network during browsing, the application buttons allow to connect the pages visited to his/her account.

If he/she interacts via plug-ins, for example by clicking on the "Like" button; or in leaving a comment, the corresponding information will be transmitted to the social network concerned and published on his/her account.

If the Customer would not like social networks to connect the information collected through the Site to his/her account, he/she must logout of the concerned social network before visiting the Site.

Sandro is in no way responsible for the content or operation of any of the social networks, including those which may be connected to the Site.

Stock availability

Product Availability

We make every effort to ensure our stock is accurate and that the product is available at the time of purchase however, in some circumstances there may be a discrepancy. In the event that your order cannot be fulfilled our Customer Care team will contact you to arrange a suitable alternative, replacement or full refund.


Product Notifications

If an item is out of stock online you may enter your email address to be alerted as soon as the items become available again. Simply select the size and enter your email into the field which will be prompted below.

Please note this email is sent once the product is back in stock online however, this is not reserved for you, and we cannot guarantee its availability when you re-visit the site.


Reserve an item in store

If you wish to check whether an item is in stock in store and reserve it, you may contact the store of your choice by phone. Please refer to our Stores page for their contact details.

About our items

Design

All of our items are designed by our team of designers and the founder of the brand, Evelyn Chetrite, for our Womenswear collections and her son, Ilan Chetrite for the Menswear collections.

Click here for more information on our Sandro Paris designers.'Designer' page.

To find out more about how our pieces are designed, head to our Workshop page


Caring for your items

Care advice is included on the item pages online and on the product, labels attached to each garment. We recommend you follow these instructions carefully. If you have lost the label, please contact our Customer Care team for assistance.

If you do not follow the care instructions and your product is damaged, the item cannot be considered defective and you will have no grounds for complaint. Please refer to the icons below.

When these instructions indicate dry cleaning, this is the most appropriate method. If the product includes leather, the customer must contact a professional specialising in leather. We do not take responsibility for items ruined by your dry cleaner, and trust that you will find a quality professional.

icon-items.jpg

Quality Issue

In spite of the great care we take with out customers’ orders and the quality control we carry out on every item before dispatching, an item may exceptionally be defective. If you believe your item might be faulty, or if it has reached you in less than perfect condition, please contact our Customer Care department as soon as possible at customercare@sandroparis.com.au

Services

Our Customer Care department is based in Sydney, Australia. Our team are available to assist with all enquiries Monday to Friday 9am to 6pm AEST with the exception of NSW public holidays.

Please contact customercare@sandro-paris.com.au

Customer care

Our Customer Care team are available to assist with all enquiries:

Monday – Friday 9:00am to 6:00pm AEST
*excluding NSW public holidays.

Email: customercare@sandro-paris.com.au
Phone: +61 (02) 9302 8621

Careers

For all career enquiries please contact careers@sandro-paris.com.au

Press

For all press enquiries contact press@sandro-paris.com.au