no items in your shopping cart.
ORDERS
HOW DO I PLACE AN ORDER ?
To place an order on our online store, you must:
i.Create an account or log in in the upper right corner of the homepage
ii.Select your items as you browse the website and add them to your shopping cart
If you are already a customer, click on "My Account" and sign in by entering your email address and password.
If you are not a customer, click on "My Account" then on "Create an account".
You can also place an order quickly, without creating an account. However, you will not be able to track the progress of your order. If you create your account you will have access to all the benefits, as well as your invoice history.
iii.Validate your shopping cart
iv.Indicate your delivery address
v.Confirm and pay for your order
Once your order has been validated, you will receive an order confirmation email.
Once your order has been dispatched, you will receive a dispatch email with a tracking number. If you have a sandro-paris.com.hk account you can track your order at any time. Visit the "my orders" section of your account on the website. In this section, you will find the details of your orders and you can print your invoices.
CANCELLING ORDERS
If you have mistakenly placed an order, or would like to cancel an order before it is delivered, please immediately contact SMCP's customer service by calling us at +852 3501 4700, using our live chat or e-mail us at cs-asia@eshop.sandro-paris.com
No cancellation is possible after any product under the order is in shipped status.
DELIVERY
DELIVERY AREAS COVERED BY SANDRO
The delivery area of sandro-paris.com.hk is currently limited to Hong Kong: Hong Kong Island, Kowloon, New Territories and Outlying Islands. It is not available to hotel address, P.O. Box address and restricted areas. Overseas address is not accepted.
DELIVERY ARRANGEMENT
The products you ordered will be sent via Kerry Express. Our delivery service is from 9 a.m. to 6 p.m., Mondays to Fridays and 9 a.m. to 1 p.m. on Saturdays. We do not provide any delivery service during Sundays and public holidays.
|
Delivery time |
|
|
Commercial and residentials areas |
Expected to arrive in 2-3 working days |
|
Outlying Islands |
Expected to arrive in 3-5 working days |
There is special arrangement for orders shipping to Outlying Islands:
i.Ma Wan, Chek Lap Kok (including HK International Airport), Hong Kong Disneyland: Deliver on every Tuesday, Thursday and Saturday (Morning Delivery is not available to Tung Chung; Afternoon Delivery is not available to Ma Wan)
ii.Discovery Bay, Ngong Ping 360, Cheung Chau, Lantau Island, Mui Wo, Tai O, Peng Chau, Lamma Island: Deliver only on Saturday
if we are unable to contact you for two consecutive deliveries, the order will be automatically cancelled, and your payment will be refunded to your account.
After the order is successfully shipped, the system will inform you of the tracking number by email or you can also check it by logging into your account.
Changes in order details, including delivery address will not be accepted after the order is confirmed.
CHANGE OF DELIVERY ADDRESS
The delivery address cannot be changed after the order confirmation.
MY ACCOUNT
CREATE A SANDRO ACCOUNT
To create a Sandro account, you must:
i.Click on "My account" in the upper right corner of the homepage
ii.Once on the login page, enter your email in the space dedicated to "New Customers"
iii.Click continue and fill in your information.
You will receive an email confirming the creation of your account and reminding you your login name. This information is necessary to log in and place orders on the site.
Your Sandro account will allow you to save useful information to process your order and will also allow you to:
i.Track your order
ii.View and modify your personal information
iii.Check all your invoices
LOG IN TO YOUR ACCOUNT
To log in to your account, click "My account" in the upper right corner of the homepage and enter your login information in the customer space.
NEWSLETTER SUBSCRIPTION
To subscribe to the newsletter, enter your email in the field located in the bottom right corner of the homepage and fill out the title, first name and surname, and email fields in the "Subscribe to the newsletter" section.
To unsubscribe from the newsletter, you must click on the unsubscribe link located at the bottom of every Sandro newsletter or contact our Customer Service Team.
YOUR PASSWORD
Your password is necessary to access your online account, place and track orders. If you do not remember your password, tell us your email address by clicking on "Forgot your password" when you are in the login window. We will send you an email to reset your password.
To change your password, simply go to the personal information of your account and click the "edit" link in the space dedicated to passwords.
PAYMENT
METHOD OF PAYMENT
You can pay for the Products by VISA or Mastercard. If you have a promotion code, please enter it in the checkout page in the 'Promotion Discount' field and click on 'Apply'. Please check the expiry date of your promotion code before using it. Please note that you cannot use more than one promotion code for the same purchase order. Not all Products and not all sale of Products are eligible for the promotion code.
DATA CHECK
We may perform credit checks during the payment process. Based on the outcome thereof we may change, adjust or decline an order and/or the selected payment method. In most cases we will offer you the option to select a different payment method.
TOTAL PRICE
You can check the total price in the Order Confirmation. If payment is made by credit card, such total price will be reflected on your bank statement. The prices of the products will be as displayed on the website. Prices may change from time to time, but changes will not affect any order which we have confirmed in the order confirmation.
RETURN
WHAT IS THE PROCEDURE FOR COMPLETING A RETURN?
We do not offer exchange on any items.
For products purchased on the website, you can submit a request to return any product within seven (7) calendar days from the delivery date of the product (based on the date of receipt on the logistics document).
- i.Please make sure the Product(s) meets the “Return Conditions” stated below.
- ii.Submit the request to SMCP’s customer service team at cs-asia@eshop.sandro-paris.com
- iii.Pack the items in our original box and our logistics partner will contact you to schedule a time for picking up the return products
Please note that returns via normal mail, registered mail and express delivery will not be accepted. If the return does not meet the return conditions, we will contact you and return the Product(s) to you at your cost.
RETURN CONDITIONS
The returned products must meet the following conditions in order to be accepted by us:
i.You must have submitted your request to return the product within seven (7) calendar days from the delivery date of the product (based on the date of receipt on the logistics document)
ii.The products are in their original condition (for example, the products are kept intact, unused, unwashed or unaltered, no stains or cosmetics on the products) and the conditions for re-sale of the product have not been affected
iii.The outer package of the product is intact (including the plastic bag or box, please do not stick any tapes or labels directly on our shoe boxes, please put the shoe box into another box or bag).The product accessories, instructions, tags, labels, that came together with the product are intact and need to be returned together
iv.If the product / parcel included additional gifts (gift with purchase promotion), the gift must be returned together with the product. The gift needs to be kept and returned in the same condition as it was received. If the gift cannot be returned, we might ask you to pay an amount equal to the price of the gift indicated by us
v.We will reject and not process any refund on any returned item that has been damaged, soiled, washed, worn or altered, and may return such items to you at your cost
RETURN EXCLUSIONS
The following items cannot be returned or processed via our website:
i.Products not sold through our official website, which is the Hong Kong official online store, i.e. www.sandro-paris.com.hk
ii.Customized products without quality problems;
iii.Underwear, socks and selected limited edition products without quality problems;
iv.If the product has been used, washed, processed (e.g. altered size), soiled or damaged, the logo is cut, and other merchandise not in re-sale conditions;
v.If the electronic invoice or order number issued at the time of purchase is lost;
vi.If you have not submitted a request to return the product within the return period allowed;
vii.Other circumstances in which the consumer has no right to return according to the applicable law;
viii.For orders placed online during some specific program, some items are non-returnable, non-refundable and non-exchangeable. Please refer to the program’s terms & conditions for details.
Remark: You cannot return products purchased on our website at Sandro physical stores and vice versa.
REFUND
For the returned products, once we confirm that the return conditions and requirements are met, we will process the refund of the actual amount paid by you within fourteen (14) calendar day after we receive the returned product(s).The time of actual refund to your account depends on different banks or payment platform operations. It may take up to 10-15 business days.
We have the right to only partially refund you the amount if your returned products that were bought together with other products that entitled you to enjoy our threshold promotions or offers.
STOCK & PRODUCTS
PRODUCT PHOTOS
The main characteristics of items are presented on our online store on each of the item pages. The pictures and colours of items sold may not correspond to the actual colours due to differences caused by the web browser of the screen used.
SIZE OF PRODUCTS
To know what sizes correspond you at Sandro, we recommend you check the size guide found on each product page.
MEMBERSHIP
ENJOY MEMBERSHIP DISCOUNT OFFER
To enjoy the offer on sandro-paris.com.hk, simply register the account using your phone number in SMCP record. Discount offer can be showed in the shopping cart automatically after you sign in your account.
