ABOUT OUR PRODUCTS
Where are your manufacturing facilities located?
Sans products are manufactured across India.
Are all Sans products handmade?
We try to maximize the handmade process; the product is decorated using hand processes such as embroidery, embellishing etc.
Do Sans garment sizes confirm to international norms?
There are no true international norms for clothing and accessories as every company tends to have its own sizing standards. Please refer to our Size Chart.
How do I shop online?
Please refer to our “Customer Support” page which walks you through the shopping process.
How will I know if you have received my order?
During the payment process you will be given a confirmation that your payment has been successfully processed. You will also be given an order confirmation number through an email from Sans.
How do I check my order status?
You can view your order status at any time once you have placed your order; through “My Orders” options after logging in to your Sans account on the website. We try and dispatch all the orders from our warehouse within two to three working days and then you can track your order from Track your order option on the homepage of www.shopwithsans.com.
Is it safe to use my credit card online at shopwithsans.com?
We do not store credit card information on our website. Your credit card information is safe with our payment solution providers – Razorpay, Stripe and PayPal.
What if an item is out of stock?
We make every effort to keep all products in stock. However, there may be times when unexpected demands exceed our supply. If you place an order for an item which is not in stock, we will inform you through an email and initiate the refund within two business days from date of cancellation to the original mode of payment. We will not retain your request for an out of stock product in a back order system. In the future, we will notify you when an out of stock item becomes available which would allow you to place a new order for same product(s).
Do I have to sign up for a Sans account to buy something at shopwithsans.com?
You will have to create an account on shopwithsans.com when you place an order. We offer several benefits on creating an account. Please refer to the “My Account” page for more details.
Can I have the product gift wrapped?
Yes, we do offer this service. Kindly get in touch with our customer care team.
Can I include a gift message with the package?
Yes, a gift message can be included with your order.
How long will it take to receive my order?
We make every effort to process your order as quickly as possible. We usually require two to three working days to dispatch your order. However if the quantities ordered are more than 5 pieces per product per style, or in case the item ordered is under production it may take longer to process the order. In such cases we keep you posted through email.
How is my order shipped?
All Sans orders are shipped door to door, via Shiprocket, and via a number of shipping companies within India from our Store and warehouse in Mumbai, India to your provided shipping address.
Do you ship backorders?
No. We aim to keep every item on our website in stock. If there is an item which you purchase and then we realize this item is not available, we will promptly inform you within 24 hours of your purchase and fully refund your money for the out of stock item.
Will everything ship together?
Yes. Your entire order will be shipped together.
Can I ship different items in my order to different shipping addresses?
We can only process one shipping address per order. So, if you would like to order several items and ship to different people, please treat these as separate orders.
Can my order ship to a post office box?
Unfortunately we do not offer the post office box service. Since we offer door to door deliveries through our shipping partners therefore you must include full address details including a street address for the shipping address.
How do I track my order?
You can track your order on our Order Tracking page. If you do not have a tracking number or delivery confirmation number, please contact us. If you are not sure whether or not your order has shipped yet, you can check the status of your recent orders in My Account.
Can I change my shipping address after placing my order?
Once we receive your order, we take approximately 2 to 3 working days to process your order before handing it over to the shipping company. If you would like to change your shipping address for an order which you have already placed, we will try to accommodate your requests if we still have the package in our possession. Please contact us (firstname.lastname@example.org) with your requested change and we will send you an email reply to confirm if we were able to make the change. If we have already handed your order over to the shipping company then we are unable to make any shipping address changes. Please note that we will not be able to change the address of an order placed for India delivery to International delivery or vice versa since the pricing for India and international deliveries is different from each other.
Why was my package undeliverable?
In case of International and domestic shipping the shipping company will attempt delivery 3 times at the delivery address specified by you in the order, before they contact us that your package is not deliverable. If you have not received the package, you can track the package through the Order Tracking facility. If the package status is shown as undeliverable please call the shipping company at their local number and quote your tracking number to trace your package.
Here are some reasons why your package may be determined undeliverable:
Incorrect Address: Sans does not take responsibility if the delivery address provided by you is incorrect or outdated. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closes, and no refund will be issued. Please carefully check to make sure that you have supplied a current and correct shipping address.
Address Format: If you supply a Post Office Box for your shipping address, Courier Partner is unable to deliver your package. We will try to catch this problem prior to shipping. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closes, and no refund will be issued. Please make sure that you do not supply a Post Office Box address for your shipping address.
Failed Delivery Attempts: In case of International and domestic deliveries the shipping company will make three attempts to deliver your package. In case of International deliveries for orders over XYZ generally requires a signature. For orders less than XYZ it is the discretion of the XYZ driver if a signature is required. If any duties or taxes are due, then the shipping company will require payment at the time of delivery. If you are generally not home during delivery hours, please use a shipping address where someone will be available to sign for the package. If the driver deems it necessary to obtain a signature and has made three delivery attempts, then the package is returned to us as undeliverable. If the package status is shown as undeliverable please call the shipping company's customer service at their local number and quote your tracking number to trace your package.
Refused by Recipient: If you are sending a gift to someone and they refuse to accept the package because they think it is being sent to them in error, then the package will be returned to us as undeliverable. By informing your gift recipient that they should expect a package you will help us ensure that they receive your gift.
I have received a partial item/partial order or a tampered package. What should I do?
Kindly reach out to our Customer Support within 24 - 48 hours from date of delivery failing which the claim will not be entertained. Whilst we investigate internally, request you to please make note of the below pointers:
Please do not use the item for which complaint has been raised.
You may be required to share further information’s like, short description of the case (A few questions will be asked to help us understand the scenario)
The images of the outer packet and other boxes (If any)
The refund or exchange (if applicable) will be done only after the investigation has been successfully completed.
However you may not be eligible for a refund, if he/she falls in any of the scenarios stated below:
Failure to provide complete information about the case.
Failure to provide images of the packet and product (if any)
If a pilferage delivery was received, pilferage claims must be raised strictly within 24 - 48 hours from date of delivery so that we can escalate this further to our courier partner.
You have used the item for which complaint was raised.
BILLING & PAYMENTS
In case the delivery destination is outside India will I be charged sales tax?
You will not be charged sales tax because we ship your order from India.
What payment methods do you accept?
We accept all MasterCard, VISA, American Express, and Citibank Maestro Debit Cards (an online real-time authorization is done through the Payment Gateway). If you have an Indian bank account, you can also transfer your payment directly to us using our payment gateway's net banking facility.
When will my credit card be charged?
Your credit card will be charged at the time of placing your order through our secured payment gateway. (an online real-time authorization is done through the Payment Gateway)
What currency will my order be billed in?
Your order will be billed in the currency of your debit / credit card. All the prices shown on Sans website would be in $ , £ , د.إ , ¥ or INR depending on the ordering and delivery location. For all deliveries in India, you would view and pay the Indian Rupee prices, while for all international deliveries outside of India, you would view the international prices.
Can I change my billing address?
Yes, you can change your billing address from the “My Account” section.
How do I contact customer service?
Please email us through our Contact Us page.
Will you share my information with others?
Can I email my order?
Yes. You can email us your order at email@example.com
If I have problems with my order, whom should I contact?
If you have any concerns about your order, please email us at firstname.lastname@example.org. However in case your delivered order(s) is found damaged, missing, tampered with or has any manufacturing defect, please inform our Customer Support via call or e-mail us within 24 -48 hours from date of delivery. Failing to report the issue within stipulated time may result in us not accepting your complaint as we won’t be able to take the investigation forward.
How can I modify my order?
You can modify your order at any time during the shopping process by editing / modifying your shopping cart. Once you confirm payment for the items in your shopping cart, the order is considered as final and cannot be modified.
How can I cancel my order?
Once you confirm payment of your order, your order cannot be changed or cancelled.
RETURNS & EXCHANGES
What is your return policy?
Sans adheres to the highest quality standards and takes great care in deliveries. In the rare instance you are not happy with your purchase please check our return & exchange policy section or get in touch with our customer care at email@example.com
When will I receive a refund for my returned products?
Please check our return & exchange policy section.
How do I exchange an item?
In order to exchange an item you need to go through the returns. We will refund your credit/debit card once we receive the returned merchandise. You must place a new order for the replacements you would like.