Shipping - Returns - FAQs
Shipping
Available destinations and rates
The destinations and rates below match our current checkout settings. If your destination is not available at checkout, we are not able to ship there at this time.
• Continental United States — $7.88 per order + $6.20 per item
• Canada — $5.50 per order + $2.85 per item
• France, Germany, Italy, Spain and Switzerland — $9.50 per order + $3.95 per item
• Barbados, Belgium, Brazil, Cayman Islands, China, Colombia, Costa Rica, Denmark, Dominican Republic, Finland, Grenada, Guadeloupe, Hong Kong SAR China and Mexico — $14.95 per order + $6.95 per item
Rates are shown in USD. The shipping total displayed at checkout is the final applicable rate.
Local pickup in Haiti
We are not offering shipping or local delivery within Haiti at this time because of current conditions. Customers in Haiti may choose local pickup at checkout and collect by appointment from Sandilou Boutique, 12 rue Borno, Pétion-Ville, Haiti. Call or WhatsApp +509 4456 7520 to arrange pickup.
Questions? Email sandiloutextile@gmail.com.
Returns
What is your return policy?
Most Sandilou products are made or prepared to order. All sales are final, except where a return or refund is required by applicable law. We do not accept routine returns or exchanges for change of mind, size or color.
What if my item is wrong, damaged or mislabeled?
Please email sandiloutextile@gmail.com within 7 calendar days of delivery. Include your order number, clear photos of the item and packaging, and a short description of the issue. Do not send an item back before receiving instructions from us.
After reviewing the claim, we may offer a replacement, repair or refund, depending on the circumstances. This policy does not limit any mandatory consumer rights that apply to your purchase.
FAQs
When will I get my order?
Most orders require 3–7 business days to prepare before shipment. Carrier transit time varies by destination, product and fulfillment location. Once your order ships, we will email the available tracking information. Delivery dates are estimates and are not guaranteed.
Will I be charged customs, duties or import taxes?
Orders delivered outside the fulfillment country may be subject to customs duties, import taxes or handling fees assessed by the destination country. These charges are not controlled by Sandilou and, unless checkout specifically states otherwise, are the customer's responsibility. Please contact your local customs authority for details.
My order should be here by now. What should I do?
First, check the tracking link and delivery address in your shipping confirmation. Then ask the carrier or local post office and check with neighbors or building staff. If the package is still missing, email sandiloutextile@gmail.com with your order number and tracking details. If an incorrect address was supplied at checkout, additional shipping charges may apply.
Where will my order ship from?
Depending on the product and destination, orders may ship from our studio in Haiti or from a fulfillment partner in the United States or Europe. Items in the same order may arrive separately.
How do I track my order?
When tracking is available, you will receive a tracking link by email after shipment. If you have questions, email sandiloutextile@gmail.com with your order number.
I received the wrong item or a damaged product. What should I do?
Email sandiloutextile@gmail.com within 7 calendar days of delivery. Include your order number, clear photos of the item and packaging, and a description of the problem. We will review the claim and reply with next steps.
Can I pick up my order in Haiti?
Yes. Choose local pickup at checkout. Pickup is by appointment only at Sandilou Boutique, 12 rue Borno, Pétion-Ville, Haiti. Call or WhatsApp +509 4456 7520 to arrange collection. We are not offering shipping or local delivery within Haiti at this time.