SHIPPING & RETURNS
For all shipping & returns information, please see the below. If you have any further question, simply visit our customer support portal here and we will get back to you shortly.
We ship to our customers in the USA from this website.
We also ship to customers in Australia, Canada, Europe and the UK. To see prices and shipping options for these countries, please visit sansmatin.co.uk and select your country from the list at the bottom of the page.
If you have any questions, or want to ask us to ship to your country, please get in touch with us here.
We ship all orders via express services worldwide and offer free returns. All duties and taxes are included - no additional charges on delivery.
Free express shipping on orders over $250 (USD).
If your order does not qualify for free express shipping, the following rates apply:
USA
– UPS Ground Saver (3-7 working days): $12
– UPS Ground (3-5 working days): $18
– UPS Second Day Air (2 working days): $28
Orders placed before 12pm ET ship the same working day.
For more information, please see our FAQs.
All orders will be shipped within 24 hours (Mon-Fri) and orders placed Friday after 12pm ET, Saturday or Sunday will be shipped the following Monday. Orders placed before 12pm ET will be shipped the same day.
See more details on our FAQs page here.
The expected shipping date for pre-order styles is visible on the product page and at checkout before confirming your order.
If your order includes a pre-order product, your entire order will be shipped on the pre-order shipping date.
Sometimes your order confirmation email may not show the expected shipping date for your pre-order. If you would like confirmation of the shipping date or an update on the status of your pre-order, please contact us here and we'll be happy to help.
For USA orders, if you would like to split your order to receive the in-stock item(s) now and the pre-order item(s) later, please contact us here with your order details.
See more details on our FAQs page here.
We aim to process orders quickly, so changes or cancellations can only be made if your order has not been packed and dispatched.
If you have not received your dispatch confirmation email, you can change or cancel your order here and we'll be glad to assist you. If your order has already been dispatched, please wait until you receive it, then visit our returns portal here to initiate an exchange or return.
See more details on our FAQs page here.
We know you're excited to try on your new SMs as soon as they arrive, but please be sure to try them on indoors, on a clean surface. If you decide to exchange or return your shoes, they must be in good condition without wear or damage.
We offer a 30-day exchange or return policy on Sans Matin shoes from the date your order is delivered (not the date you placed your order). Items must be unused, in original condition, and with all labels & packaging intact.
Exchanges: We offer free exchanges on footwear for USA orders. You can exchange your item(s) for the same item(s) in another size at no extra cost. You can also exchange your item(s) for another item and pay the price difference, or receive a refund for the difference in the form of a gift card, store credit, or back to the original method of payment.
Returns: We offer free returns on all footwear. You can return your item(s) for a refund in the form of a gift card, store credit, or back to the original method of payment.
Please note that we do not offer returns on accessories (cleaning kits, laces, baseball caps).
See more details on our FAQs page here.
For USA orders, we offer free exchanges and free returns. Your refund will be sent to the original method of payment once our warehouse receives and processes your return.
To initiate the exchange process, please visit our exchange and returns portal here and follow the simple steps to exchange your order.
After entering your order number and postcode, you will be directed to select the items you want to exchange. You will then be asked which item you would like to receive. If there is a price difference, you will be asked to pay the extra or refunded the difference to a gift card, store credit or original method of payment. You will also receive a return shipping label and drop-off instructions.
Exchanges are shipped automatically once your returned pair is received at the warehouse, and you will receive a shipping confirmation email.
See more details on our FAQs page here.
Yes, any discounts applied to your original order will also be applied when you exchange an item from this order. If you want to exchange an item from the same order a second (or further) time, please contact us here and we'll be happy to help.
To initiate the return process, please visit our exchange and returns portal here and follow the simple steps to return your order.
After entering your order number and postcode, you will be directed to select the items you are returning. You will then be asked if you want to receive your refund as a gift card, store credit, or back to the original method of payment. You will also receive a return shipping label and drop off instructions.
Once we receive your return, we will check it. If accepted, we will process your refund within 14 days and you will receive a refund confirmation email. However, please note that it may take your bank a few extra days to process the funds.
If the returned item has been used, worn, or damaged, then we cannot accept it and will contact you to find a solution.
See more details on our FAQs page here.
Not a problem! Our customer service team will be delighted to assist with any questions you may have.
Simply contact us here and we will get back to you shortly.
