Shipping - Returns - FAQs
Shipping
Sandilou ships globally, but there are some countries we can’t deliver to due to legal or shipping carrier restrictions.
Please email us at sandilouthebrand@gmail.com for more information.
Shipping to continental USA - $4.50 per order + $2.80 per item
Shipping to Canada - $5.50 per order + $2.85 per item
Shipping to France - $9.50 per order + $3.95 per item
Shipping to Germany - $9.50 per order + $3.95 per item
Shipping to Switzerland - $9.50 per order + $3.95 per item
Shipping to Spain - $9.50 per order + $3.95 per item
Shipping to UK - $9.50 per order + $3.95 per item
Shipping to Italy - $9.50 per order + $3.95 per item
Shipping to Japan - $9.50 per order + $3.95 per item
Shipping to Australia - $9.50 per order + $3.95 per item
Shipping to rest of the world - $14.95 per order + $6.95 per item
Returns
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at sandilouthebrand@gmail.com
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at sandilouthebrand@gmail.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at sandilouthebrand@gmail.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
FAQs
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
USA: 3–4 business days
Europe: 6–8 business days
Australia: 2–14 business days
Japan: 4–8 business days
International: 10–20 business days
Will I be charged customs for my order?
From Haiti to the USA no customs fees for orders under $600 Additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
Check your shipping confirmation email for any mistakes in the delivery address
Ask your local post office if they have your package
Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at sandilouthebrand@gmail.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Where will my order ship from?
Your orders are done and shipped from the facility that can do it most efficiently! Either from our studio in Haiti or from our fulfilment office in the United State and Europe
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at sandilouthebrand@gmail.com
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at sandilouthebrand@gmail.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!