Refund policy

SANDORÉ CHELSEA

Refund & Returns Policy

At SANDORÉ CHELSEA, customer satisfaction is important to us. We understand that sometimes an item may not be suitable for you.

We accept eligible returns in accordance with this Refund & Returns Policy and applicable consumer protection laws.

1. Return Shipping Costs

For change-of-mind returns, including returns under applicable statutory cancellation rights, customers are responsible for the direct cost of returning their items, provided this responsibility was clearly disclosed before purchase.

Our primary international returns facility is located in Dubai, United Arab Emirates (UAE).

Depending on the item and return arrangements, certain returns may be directed to another designated international returns facility.

The applicable return address and detailed shipping instructions will be provided by our Customer Support Team.

Where an alternative return destination is designated, the return arrangements and any additional costs will be handled in accordance with applicable consumer protection laws and the information provided before purchase.

We recommend using a standard, tracked shipping service and retaining proof of postage until the return has been processed.

If an item is faulty, damaged, defective, or incorrectly supplied, we will cover reasonable return shipping costs where required by applicable law.

Nothing in this section limits or excludes your statutory consumer rights.

2. Return Conditions

Before returning any item, customers should first contact our Customer Support Team at info@sandore-chelsea.com to initiate the return process and obtain the appropriate return instructions.

When contacting us, please provide:

• Your order number and the name associated with the order.

• Product name, size, colour, and relevant order details.

• Reason for the return, where applicable.

• Clear, recent photographs of the actual product showing its current condition from different angles.

• Photographs showing the original tags, labels, and packaging, where available.

• Photographs of any reported defect, damage, or discrepancy, where applicable.

Once we receive the relevant information, our Returns Department will conduct an initial review, usually within 1–2 business days, and provide the appropriate return instructions.

30-Day Voluntary Return Policy

We offer a voluntary 30-day return policy for eligible products, allowing customers to request a return within 30 days of receiving their order.

To qualify under this voluntary policy, the following conditions must be met:

• Items must be unused, unworn, unwashed, and in their original condition.

• Items must be free from stains, dirt, odours, perfume, makeup, damage, alterations, or signs of use.

• Shoes must show no signs of outdoor wear, including marks, scratches, or dirt on the soles.

• All original tags and labels must remain attached, where applicable.

• Items must be returned with their original packaging, wherever reasonably possible.

• Customers must provide their order number or valid proof of purchase.

All returned items may be inspected upon receipt.

We reserve the right to refuse returns under our voluntary 30-day return policy if these conditions are not met, where permitted by law.

These conditions apply to our voluntary return policy and do not restrict applicable statutory cancellation rights or rights relating to faulty, damaged, or incorrectly supplied goods.

Photographs and internal return reviews are intended to facilitate the return process and are not mandatory conditions for exercising statutory cancellation rights.

Nothing in this section limits or excludes your statutory consumer rights.

3. UK & EU Statutory Cancellation Rights

If you are a consumer in the United Kingdom or European Union, you generally have the legal right to cancel an eligible online purchase within 14 days of receiving your order, without providing a reason, subject to applicable legal exceptions.

To exercise this right, you must notify us of your decision to cancel within the applicable cancellation period by contacting info@sandore-chelsea.com or by providing another clear statement of cancellation.

You generally have a further 14 days from the date you notify us of your cancellation to send the goods back.

Customers are responsible for the direct cost of return shipping, provided this responsibility was clearly disclosed before purchase.

Returns must be sent to the designated international returns facility using the applicable return instructions.

Where required by law, refunds will include the original standard delivery charges. Additional charges for premium or express delivery options are generally not refundable beyond the standard delivery amount.

Statutory refunds will be processed without undue delay and within the applicable legal deadlines.

Where permitted by law, reimbursement may be withheld until we receive the returned goods or the customer provides evidence that the goods have been sent back, whichever occurs first.

This statutory cancellation right is separate from our voluntary 30-day return policy.

Nothing in this section limits or excludes any mandatory consumer protection rights.

4. Faulty, Damaged, or Incorrect Items

We kindly request that customers inspect their orders upon delivery and report any visible damage, defects, or incorrect items within 48 hours of receiving their order, wherever reasonably possible.

To report an issue, please email info@sandore-chelsea.com.

Information and Supporting Evidence

To help us assess your claim accurately, please provide the following information, wherever reasonably available:

• Your order number and the name associated with the order.

• Product name, size, colour, and other relevant order details.

• A detailed description of the reported issue, including when and how it was first noticed.

• Clear photographs showing the entire product from multiple angles.

• Close-up photographs clearly showing the reported defect, damage, or discrepancy.

• Photographs of the original packaging, product labels, and shipping label, where available.

• A short video demonstrating the reported issue, where reasonably necessary and practical.

Claim Review and Verification

Once we receive the relevant information, our Returns Department will conduct an initial review, usually within 1–2 business days.

During the review, we may:

• Compare the claim against the original order details and product specifications.

• Review the photographs, videos, and other supporting information provided.

• Consult our fulfilment or quality-control partners.

• Request reasonable additional information where necessary.

• Arrange for the product to be returned for physical inspection where reasonably required and permitted by applicable law.

Our review aims to determine whether the reported issue concerns a manufacturing defect, shipping damage, incorrect fulfilment, or another cause.

Exclusions and Misuse

Our voluntary remedies do not cover damage caused solely by misuse, accidents, improper care, unauthorised alterations, or ordinary wear and tear, unless applicable law provides otherwise.

Each claim will be assessed individually, taking account of the product's condition, the circumstances of the reported issue, and applicable consumer protection laws.

Resolution of Claims

Where a product is found to be faulty, damaged, defective, or incorrectly supplied, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include repair, replacement, price reduction, or refund.

Where a return is required, reasonable return shipping costs will be covered by SANDORÉ CHELSEA where legally required.

Reporting an issue within 48 hours helps us investigate shipping damage and resolve claims more efficiently.

Reports received after 48 hours will still be reviewed in accordance with applicable consumer protection laws.

Requests for photographs, videos, additional information, or inspection do not automatically restrict statutory remedies or delay applicable legal deadlines.

Nothing in this section limits or excludes mandatory consumer protection rights.

5. Processing Returns & Refunds

Once a returned item is received at our designated international returns facility, it may be inspected to verify that the correct product has been returned and to assess its condition.

For returns under our voluntary 30-day return policy, refunds are subject to the returned item meeting our return conditions and receiving approval following inspection.

Our Returns Department generally aims to complete its inspection and review within 2–3 business days of receiving the returned item.

If the return is approved, the refund will be issued to the original payment method.

Refunds will be processed within 14 days, in accordance with applicable consumer protection laws and statutory refund deadlines.

Where legally required, evidence that the goods have been sent back may determine the applicable refund deadline, in accordance with applicable law.

If an incorrect item is returned or the contents do not correspond to the original order, we reserve the right to investigate the discrepancy and take appropriate action in accordance with applicable law.

Bank and Payment Processing Delays

Once a refund has been successfully processed and issued by SANDORÉ CHELSEA to the original payment method, additional time may be required for the funds to appear in the customer's account due to the processing procedures of banks, credit card providers, or payment gateways.

SANDORÉ CHELSEA is not responsible for delays caused solely by these third-party financial institutions after the refund has been successfully issued, provided that we have fulfilled all our refund obligations within the timeframes required by applicable law.

Nothing in this provision affects or limits your statutory consumer rights.

6. Exchanges

We do not offer direct exchanges for items returned due to a change of mind, size preference, or colour preference.

If you wish to order a different size, colour, or product, please initiate a return request in accordance with this Refund & Returns Policy and place a separate order for the desired item.

Customers are responsible for return shipping costs for change-of-mind, size, or colour preference returns, provided this responsibility was clearly disclosed before purchase.

All voluntary returns are subject to the applicable return conditions and approval process.

For faulty, damaged, defective, or incorrectly supplied items, replacements and other remedies will be provided in accordance with applicable consumer protection laws.

Where legally required, SANDORÉ CHELSEA will cover the applicable return shipping costs.

Nothing in this section affects your statutory consumer rights.

7. Exceptions & Non-Returnable Items

Under our voluntary 30-day return policy, certain products are not eligible for return, including:

• Sale, discounted, promotional, or clearance items, where this exclusion was clearly communicated before purchase.

• Personalised or custom-made products created according to the customer's specifications.

• Items that have been worn, used, washed, altered, or damaged after delivery.

• Items missing their original tags or labels, where applicable.

• Sealed products that are not suitable for return due to health protection or hygiene reasons, once unsealed after delivery, where the applicable legal conditions are met.

• Gift cards, except where required by law.

Sale and Discounted Items

All sale, discounted, promotional, and clearance items are excluded from our voluntary 30-day return policy.

This exclusion applies only to our additional voluntary return policy and does not affect statutory cancellation rights or legal remedies for faulty, damaged, defective, or incorrectly supplied goods.

Customers in the United Kingdom and European Union retain their applicable statutory cancellation rights, including the general 14-day cancellation period for eligible online purchases.

All exclusions are subject to applicable consumer protection laws.

Nothing in this section limits or excludes your statutory consumer rights.

8. Return Instructions & International Returns

8.1 Return Request and Authorisation

Before returning any item, customers should contact our Customer Support Team at info@sandore-chelsea.com to initiate the return process and obtain the correct return instructions.

Please provide your order number, product details, reason for return where applicable, and clear photographs showing the item's current condition, including original tags and packaging where available.

Our Returns Department generally aims to review requests within 1–2 business days.

8.2 International Return Address

Our primary international returns facility is located in Dubai, United Arab Emirates (UAE).

Depending on the item and return arrangements, certain returns may be directed to another designated international returns facility.

Our Customer Support Team will provide the applicable return address and detailed shipping instructions.

Customers should not send returned items to an address obtained from previous correspondence, the original shipping label, or third-party sources without confirming the correct return destination.

Where an alternative return destination is designated, return arrangements and additional costs will be handled in accordance with applicable consumer protection laws and the information provided before purchase.

8.3 Packaging Requirements

Customers are expected to package returned items securely to prevent damage during transportation.

For returns under our voluntary 30-day return policy:

• Items must be returned in their original condition, unused, unworn, and unwashed.

• Original tags and labels must remain attached, where applicable.

• Original product packaging should be included wherever reasonably possible.

• Items must be protected using appropriate external packaging.

• All items included in the return must correspond to the original order.

8.4 Shipping and Tracking Requirements

We strongly recommend using a reliable, trackable shipping service for all international returns.

Customers should:

• Retain proof of postage and the shipping receipt.

• Provide the return tracking number to our Customer Support Team after dispatch, where available.

• Ensure that the parcel is correctly addressed to the designated returns facility.

• Declare the parcel contents and value accurately for customs purposes.

• Retain shipping and tracking documentation until the return has been processed.

For returns under our voluntary 30-day return policy, we may request shipping confirmation or tracking information to verify that the return has been dispatched.

8.5 Return Shipping Costs

Customers are responsible for the direct cost of change-of-mind returns, including returns made due to personal size or colour preferences, provided this responsibility was clearly disclosed before purchase.

Where a product is faulty, damaged, defective, or incorrectly supplied, return shipping costs will be handled in accordance with applicable consumer protection laws.

8.6 Lost, Delayed, or Incorrect Return Shipments

If a return shipment is lost, delayed, damaged, or delivered to an incorrect address, we may request relevant shipping documentation and investigate the circumstances.

Where an incorrect item is returned, or the contents do not correspond to the original order, we reserve the right to investigate the discrepancy and take appropriate action in accordance with applicable law.

Responsibility for return shipments will be determined in accordance with applicable law and the agreed shipping arrangements.

8.7 Return Inspection

Once a return is received at our designated international returns facility, our Returns Department generally aims to complete its inspection within 2–3 business days.

For returns under our voluntary 30-day return policy, refunds are subject to verification that the correct items have been returned and that the applicable return conditions have been met.

Refunds under statutory cancellation rights will be handled within the applicable legal deadlines.

8.8 Statutory Consumer Rights

Customers may exercise applicable statutory cancellation rights by providing a clear cancellation notice within the legally required period.

Return authorisation, photographs, tracking numbers, and internal inspection procedures do not override statutory cancellation rights or applicable refund deadlines.

Nothing in this section limits or excludes mandatory consumer protection rights.

9. Contact Us

For any questions, return requests, refund enquiries, or concerns regarding your order, please contact our Customer Support Team.

SANDORÉ CHELSEA

Email: info@sandore-chelsea.com

Website: www.sandore-chelsea.com

Customer Support: Our team generally aims to respond to enquiries within 1–2 business days.

To help us assist you efficiently, please include your order number and relevant details in your email.

Please contact our Customer Support Team for the appropriate international return address and shipping instructions before dispatching any return.

Statutory Consumer Rights

Nothing in this Refund & Returns Policy is intended to limit, exclude, or waive any mandatory consumer protection rights available under applicable law.