GET 20% OFF ON FULL PRICE ITEMS AT CHECKOUT

Home

  • Logging in
  • Create an account
  • Receive updates about Sandro offers
  • How can I download my invoice?
  • Recover or change your password
  • How to change, add or delete an address
  • Management of personal data
  • Unsubscribe from Sandro offers
  • Place an order
  • Cancel an order
  • Use a promo code
  • COVID-19: What are the sanitary measures taken for the preparation of your order?
  • Composition of your parcel
  • Generate an invoice
  • Create a wishlist
  • Delivery zones
  • Track an order
  • Delivery methods
  • Click & Collect
  • Returns & refund policy
  • Return through the website
  • Return in store
  • Exchange policy
  • Refund period
  • Change an order
  • Voucher payments
  • Caring for your items
  • Design of our items
  • Quality issue
  • Size guide
  • Receive an alert when an item is back in stock
  • What are the eco-responsible materials you use?
  • How do you reduce residual stock?
  • How do you define a product as ‘eco-responsible’?
  • What do the different FSC and Ecovero certifications mean for viscose?
  • What does the EIM certification mean for denim?
  • Which certifications do you use to audit your suppliers?
  • With the EIM certification, what do you estimate to be your reduction in water consumption?
  • Where do you produce your collections?
  • Where do you create and produce your prototypes?
  • What criteria do you use for choosing your suppliers?
  • Why do you produce in Asia?
  • What does RWS certification mean for wool?
  • What are the differences between a tier 1 supplier and a tier 4 supplier?
  • Pay for an order
  • Secure payments
  • Tax-free shopping
  • Item price
  • Value added tax
  • Order cancelation due to payment issues
  • What is Click & Collect?
  • When to collect Click & Collect order
  • Collection period
  • Documents to present during collection
  • Collection by representative

Logging in

To sign in to your account, click on My Account icon at the top right of the homepage and enter your log in details. You will have access to your complete order history.

Create an account

Creating a Sandro account is easy:

1. Click on My Account on the top right of the homepage

2. Once you are on the login page, click on Create

3. Enter your personal information

4. Confirm

 

We recommend you create an account so you may access the
following advantages:

• Tracking your order

• Printing your invoice

• Saving your payment details

• Benefiting from certain offers only available to our account-holding customers

Receive updates about Sandro offers

Be one of the first to know about news and offers from Sandro by signing up to our newsletter. To sign up to our newsletter, simply enter your email address in the newsletter sign up field at the bottom of the page.

 

Additionally, some offers are only for our customers who are logged into their accounts. You can create an account and select ‘I want to receive the Sandro newsletter’ located after the fields required to create your
account.

How can I download my invoice?

• If you have an account, you can print an invoice from your account page under the My Orders section.

• If you do not have an account, you can edit your invoice from the order tracking dedicated area of our website.

Recover or change your password

If you have forgotten your password, enter your email address in the login page, then click on Forgot your password? You will receive an email enabling you to reset your password.

 

You can also click Forgot your password on the login page to change or update your password to a new one.

How to change, add or delete an address

To change your address, log in to your account, click on My Addresses, go to your billing addresses, and select your default billing address. If you haven’t created one, add a new address or modify the existing address.

Management of personal data

Customers are hereby informed that their personal data may be collected on the Website and used by SANDRO, which acts as data controller within the meaning of the Regulation (EU) 2016/679 of the European parliament and of the council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter “General Data Protection Regulation” or “GDPR”).

 

SANDRO undertakes to protect and ensure the security and confidentiality of its Customers’ personal data in accordance with the GDPR, including by taking all appropriate measures to prevent these data from being distorted, damaged or accessed by unauthorised third parties.

 

In particular, Customers’ personal data may be sent to service providers and contractual partners which, acting as subcontractors within the meaning of the GDPR, contribute directly to the management of Orders and for which it is absolutely necessary to access the personal data entered by Customers when creating and using their Accounts (identity, postal address, telephone number, email address). Subcontractors may act only under instruction from SANDRO.

 

Customers’ personal data are collected for the following purposes:

 • to manage Orders and relationships with Customers;

 • to inform Customers about commercial offers and information relating to the brand;

 • to reinforce and enhance communication from the Website and the brand by sending, for instance, newsletters and special offers depending on the preferences that Customers express on the Website;

 • to improve and personalise the services offered to Customers; and

 • to comply with legal and regulatory obligations

 

Customers’ personal data are retained only for the period strictly necessary for the aforementioned purposes.

 

In accordance with the French Data Protection Act, Customers have the right to access, correct and object to the use of their personal data (hereinafter “Data Protection Rights”).

 

To exercise one or more Data Protection Rights, Customers should send a request by email or post to the Customer Services department of SANDRO, by filling in the contact form on the Website or by writing to the
following address and stating their full name, email address and customer reference details: SANDRO Service client, 150 bd Haussman 75008 Paris FRANCE.

 

All requests must be signed and accompanied by a photocopy of an ID document bearing the Customer’s signature, and include the return address.

 

Requests made on the basis of one or more Data Protection Rights will be replied to no later than 2 months after receiving the requests.

 

Customers may give SANDRO specific guidance in which they explain how they would like to exercise their Data Protection Rights under the GDPR after their death.

Unsubscribe from Sandro offers

To unsubscribe from the newsletter, click on the ‘unsubscribe’ link found at the bottom of every Sandro newsletter. From the moment you unsubscribe, you will no longer receive any emails from Sandro, including invitations to our exclusive sales.

 

If you no longer want to receive post from us, please contact our Customer Service team via the contact form.

Place an order

To place an order on our website, simply do the following:

 

1. Select items on the website and add them to your cart

2. Confirm your cart

3. Enter your delivery address

4. Select your delivery method

5. Choose your payment method, then enter your bank details

 

We recommend you create an account so you can track your order and consult your invoice.

Once your order has been confirmed, you will be directed to a screen confirming that your order has been placed. A few minutes later, you will receive a confirmation email with your order number.

 

If you have chosen standard or express shipping, you will receive a shipping confirmation email within 1-3 business days. During promotional periods, this delay may be extended. It will include your tracking number, which will help you track your package's location.

 

Please note:

• If you change your mind, your order can be cancelled within two hours once your order has been confirmed. To do so, you can click here and enter your order number, billing zip code and email address.

• During special operations on the website and in the event of stocktaking, the preparation period may be extended (in which case you will be notified on the website).

Cancel an order

You'll only be able to cancel your order if it’s still being processed by us. To cancel an order, please csall us up at 800 233274 (between 9am to 9pm GST). However, if your order has already been shipped you can use our free returns service.

Use a promo code

To use a promotional code, simply enter it into the Discount code field located on the shopping cart page. Once the code has been validated, the offer will automatically be taken into account in your order.

 

If your special offer code does not work, a message will be displayed to tell you that the code is not valid. Please contact our Customer Service via the contact form .

 

The offer codes which work on our website don't work in our shops.

COVID-19: What are the sanitary measures taken for the preparation of your order?

Be assured, all health and safety measures are taken at our warehouse for the preparation of your order as well as for the safety of our teams.

Composition of your parcel

We take the greatest care with your items so that they are not damaged in transit and so you can maintain them over time. That’s why all our fragile items are delivered in specific protective packaging.

 

In each package, you will also find a return label and your return voucher, which you can use if you want to return an item.

Generate an invoice

If you want to download the invoice corresponding to your purchase, you have several possibilities:

• If you have an account, you can edit your invoice in your customer area under my orders

• If you do not have an account, you can edit your invoice from the dedicated order tracking area or by contacting our customer service

Create a wishlist

The wishlist allows you to put aside models you like. To build your wishlist, go to the product page you want to save and click on the "add to my wishlist" button. Items will remain there until they run out of stock.

 

You also have the possibility to transform your wishlist into a cart. To do this, simply click on "add to shopping cart" when your article is selected.

Delivery zones

Sandro delivers across the United Arab Emirates - be it in Dubai, Abu Dhabi or Al Ain, we’ve got you covered.

Track an order

If you have an account, you may track the progress of your order at any time in the 'My Orders' section of the 'My Account' page. You will also find your order details and their status in this section, and you may also print your invoices.

Delivery methods

Standard delivery within 1-2 working days within Dubai and within 1-3 working days in other Emirates

FREE delivery for orders over AED200

AED15 delivery fee for orders AED200 & under

Click & Collect

Conveniently shop & pay online and collect your purchase from your chosen Sandro store in the UAE.

Returns & refund policy

Full-priced items may be returned within 7 days from delivery.

Sale items may be returned within 3 days from delivery.

Please present the tax invoice for the purchase.

Only products that are new, unworn and clean will be refunded.

The item(s) you want to return must be packaged in their original packaging with their labels.

The following items cannot be returned: jewellery, accessories, swimwear, underwear, fragrance and beauty products. 

Return through the website

Select Return my order at the bottom of the webpage. Indicate your order number and email address then select Find my order. Tick on the item(s) you’d like to return and tap Next. Select your return reason.

If you select Exchange for new colour/size, you will be asked for the colour orsize you want to exchange the item to. If you select Exchange through customer service, you’ll be asked to indicate a brief explanation and to select from a list of return reasons.

Select Next and wait for the page that displays our recommended resolution and our email to confirm your return.

Return in store

Items may also be returned at Dubai Mall store.

Full-priced items may be returned within 7 days from purchase.

Sale items may be returned within 3 days from purchase.

Please present the tax invoice/original receipt for the purchase.

Note: Items bought during promotions on our website cannot be returned in store.

Exchange policy

Exchanges are applicable only to item(s) and order(s) that have already been delivered.

Full-priced items may be returned within 30 days from delivery.

Sale items may be returned within 7 days from delivery.

Please present the tax invoice for the purchase.

The item(s) you want to exchange must be in their original condition, in original packaging and with labels intact.

Only products that are new, unworn and clean can be exchanged.

The following items cannot be excchanged: jewellery, accessories, swimwear, underwear, fragrance and beauty products. 

Refund period

Refunds may take up to 14 business days, depending on your bank or card issuer's policy. Refunds will be credited via the original payment method chosen for the order.

Change an order

Changing an order is not possible on our website. You can, however, return/exchange your item after it has been delivered.

Voucher payments

Items and orders purchased with a voucher can only be exchanged. They cannot be returned/refunded. The value of the items or orders cannot be exchanged for cash.

Caring for your items

Care advice and instructions are included on the item pages online and on the product labels. We recommend you follow these instructions carefully. If you have lost the label, please contact our Customer Service (800 233274) for assistance.

 

If you do not follow the instructions and your product is damaged, the item cannot be considered defective and you will have no grounds for complaint.

 

When these instructions indicate dry cleaning, this is the most appropriate method. If the product includes leather items, the customer must contact a professional specialising in leather.

Design of our items

All our items are designed by our team of designers and the founder of our brand, Evelyne Chetrite, for our women’s lines and her son, Ilan Chetrite, for the men’s lines.

Quality issue

In spite of the great care we take with our customers’ orders and in spite of the quality control we carry out before dispatching every order, an item may exceptionally be defective. If that is the case, you have a period of 7 days (from the date of delivery) to return it free of charge. If you notice a quality issue with one of your items after 7 days, please contact Customer Service via our contact form or call 800 233274

 

Please indicate the following:

• The reference of your item

• The order number if your purchase has been done online

• The date of purchase

• A description of the quality issue

• Photos of the problem encountered

• One of our specialised advisors will get back to you within 48 hours.

Size guide

Click here to view our size guide for various items.

Receive an alert when an item is back in stock

If an item is out of stock on our website, you may enter your email to be alerted as soon as the item is back in stock. A window will open on the page with the out-of-stock item.

 

Please note: the email alert is only sent once the product is back in stock on our website. However, we cannot guarantee the availability of the product, as it is possible that other customers may have purchased the product before you have visited our online shop.

Store contact and opening hours

Please visit our store locator page to find our stores contact details and opening hours.

Find previous collections

To find items from our previous collections, you can visit one of our outlet stores indicated here.

Our stores

Please visit our store locator page to find our stores contact details and opening hours.

Create an account

Creating a Sandro account is easy:

1. Click on My Account on the top right of the homepage

2. Once you are on the login page, click on Create

3. Enter your personal information

4. Confirm

 

We recommend you create an account so you may access the
following advantages:

• Tracking your order

• Printing your invoice

• Saving your payment details

• Benefiting from certain offers only available to our account-holding customers

What are the eco-responsible materials you use?

We take the greatest care in selecting the materials we use. Our aim is to offer our customers high quality materials, such as cotton, linen, wool and cashmere, that respect both the planet and each individual. We are continually increasing the proportion of eco-responsible raw materials in our supply by relying on the strictest international certifications. In 2021, 45% of the Women's collection is eco-responsible and 50% of the Men's
collection. We are now focusing our efforts on organic cotton, Ecovero certified viscose, RWS certified wool and LWG certified tanneries.

How do you reduce residual stock?

Producing less and producing better is a day-to-day concern for us. To that end, we are working on the very structure of the collections. For example, between 2017 and 2020, we reduced the size of our collections by 25%. By adjusting the volumes produced as best possible, our residual stock volumes at the end of the season decreased globally by 27% between 2018 and 2021, in spite of COVID-19.

 

To achieve our goal of not destroying any products at the end of a garment's life cycle, we are committed to a circular economy by entering into partnerships with companies that resell second-hand clothes. Furthermore, we give unsold stock and unused materials a second life by donating them to charities, recovery organisations and fashion schools.

 

We have also reduced the number of pieces in our collections by 20% since 2019. This allows us to better scale our production volumes and reduce our stocks.

How do you define a product as ‘eco-responsible’?

A product is considered eco-responsible if it respects one or more of these criteria:

• At least 30% of its material is eco-responsible, that is, it has an official external certification such as GOTS, OCS 100, ECOVERO and the like. From winter 2022, a product will be considered eco-responsible if 50% of its main material is.

• For denim pieces, their wash is eco-responsible, done with EIM (Environmental Impact Measuring) technology.

• For pieces in leather and leather goods, the originating tannery is certified LEATHER WORKING GROUP GOLD or SILVER.

What do the different FSC and Ecovero certifications mean for viscose?

The FSC (Forest Stewardship Council) certification currently only concerns 5% of the world's forests. It is an international certification that promotes sustainable management of forests, whose trees are used in the manufacture of finished products made from wood or wood pulp, such as artificial textile fibres and packaging.

 

Lenzing™ Ecovero™ certified viscose is ecological, durable and breathable—similar to Lyocell Tencel—and the product of a manufacturing process subject to strict environmental standards imposed by the EU Eco Label. The production of Lenzing™ Ecovero™ fibres generates up to 50% less emissions and water consumption, compared to conventional viscose.

What does the EIM certification mean for denim?

The specific EIM washing technique (EIM - Environmental Impact Measuring) allows for water consumption to be reduced by up to 95% and significantly decreases energy use and chemicals.

Which certifications do you use to audit your suppliers?

Sandro is committed to ethical and responsible production.
What we require of our suppliers translates into a number of different levels of commitment and certifications. To ensure that they are respected, we arrange regular audits by expert and independent third parties. We rely on the expertise of the BSCI (Business Social Compliance Initiative), a corporate social compliance initiative aimed at improving working conditions in their international supply chains; the SMETA (Sedex Members Ethical Trade Audit) and WRAP (Worldwide Responsible Accredited Production) social audit protocols, the
WCA (Workplace Conditions Assessment) programme and the SA 8000 standard for social responsibility relating to decent work. We also use environmental certifications, like the OEKO-TEX® STeP certification, ISO 14001, LEATHER WORKING GROUP GOLD or SILVER and BLUESIGN.

 

Finally, each supplier must implement our General Conditions of Purchase (GCP) as well as our Supplier Code of Conduct (SCC), thus ensuring compliance with the ethical and social laws and standards in force, in addition to human rights.

With the EIM certification, what do you estimate to be your reduction in water consumption?

EIM is a process of washing denim that allows for, according to the level of wash, water consumption to be reduced by up to 95% compared to a traditional washing process.

Where do you produce your collections?

Production takes place at 110 partner sites in around 30 countries, including Portugal, Italy, Turkey, China, Tunisia, Romania, Ukraine and France. Partner selection is guided above all else by the search for what can be rare technical know-how. In 2021, 43% of our collections are made in Europe, 39% in Asia and 18% in Northwest Africa.

Where do you create and produce your prototypes?

The prototypes for our clothes are designed in our Parisian studio and produced in Europe and Asia.

What criteria do you use for choosing your suppliers?

The majority of our suppliers and manufacturers are long-standing partners who have grown with Sandro's success around the world. We maintain privileged relationships with them and constantly encourage them to
implement the highest environmental and social standards.

 

First of all, the suppliers we choose to work with meet our criteria of know-how and quality in terms of product. We look for capable people to join us in the creation of quality pieces using innovative technology, but above all, we choose suppliers who are reliable and invested in our project. All our suppliers must also conform to our social and environmental specifications, and agree to being audited by external organisations.

Why do you produce in Asia?

For the creation of our collections, we rely on technical know-how that does not exist in Europe, which is the case for our silk pieces and knitwear, for example. In this case, we’ll seek such expertise in Asia, because that is where it is best mastered in the world, allowing us to bring you the best quality clothing possible.

What does RWS certification mean for wool?

The wool complies with the "Responsible Wool Standard" (RWS) directive, ensuring respectful treatment of the sheep and responsible management of the land on which they live. In 2021, 46% of the wool we use is RWS certified and by 2022, we are committed to increasing that to 80%.


What do the different GOTS and OCS 100 certifications mean for organic cotton?


The OSC 100 standard (Organic Content Standard) applies to non food products containing at least 95% to 100% organic material.


It verifies the presence and percentage of organic material in the final product and tracks the flow of the raw materials, from the source to the final product.


This frame of reference ensures the traceability and integrity of the raw materials along the entire chain of production with the aim of guaranteeing the composition of the textiles to the final consumer.


The frame of reference for GOTS organic textiles is recognised worldwide for textiles made from organic fibres. It defines high-level environmental criteria along the entire organic textiles supply chain and requires compliance with social criteria.  


Only textile products containing a minimum of 70% organic fibres can be GOTS certified. 


Chemical inputs used, like dyes and additives must conform to a certain number of environmental and toxicological criteria. Systems of production and processing must also conform to environmental regulations. A wastewater treatment plant is compulsory for every unit of wet processing used and all factories must conform to a certain number of social criteria.

What are the differences between a tier 1 supplier and a tier 4 supplier?

Our tier 1 suppliers are the clothing manufacturers. They are in charge of assembling the final product. Our tier 2 suppliers manufacture fabric and supplies, and our tier 2 suppliers are the finishers and dyers, who give the fabric its final characteristics (the feel of the fabric and the colour). Tier 3 includes suppliers who manufacture the yarn (spinning mills) and raw materials for supply. They process the raw material. Finally, tier 4 corresponds to suppliers and traders of raw materials like cotton or wool.

Pay for an order

The payment methods accepted on the website are credit and debit cards (Visa, MasterCard and American Express).

Secure payments

Credit/debit card transactions on our website are perfectly secure.

 

We have an SSL certificate which ensures that payment pages are encrypted and that data remains confidential. Your card will be debited on the date of the order. You cannot pay for your order in instalments.

 

Every time you order, we will offer to save your card details.  This will save you time the next time you order.

 

You will only need to enter the cryptogram on the back of your card to confirm the payment. It will be deleted after every order and you will be asked to re-enter it every time you order.

 

Please note: Credit notes and vouchers issued in stores cannot be used online.

Tax-free shopping

Tax-free delivery is not possible on our website.

 

For a purchase made in store, you can ask our stores to provide you with the form intended for customs. You must present your passport. The shop will give you all the necessary documents.

Item price

The prices on our website are identical to prices in stores. There is no mark-up.

Please note: During our online outlets, prices can differ from our outlet stores prices.

Value added tax

All prices shown on our website include VAT.

Order cancelation due to payment issues

Orders may be canceled because payment couldn’t be processed. This may be due to any of the following issues:

 

• Incorrect card information were indicated at checkout or saved in your Sandro account

• Card may have expired or has been blocked

 

You can place a new order using the correct card information or a new card altogether. If you’d like more information on this, please get in touch with us at 800 233274; we’re available daily, from 9am to 9pm (GST). You can also send us an email through cs.fashion@alfuttaim.com.

What is Click & Collect?

Click & Collect is a free service that allows you to shop on our website and then
conveniently collect your order from our Dubai Mall store.

When to collect Click & Collect order

When your order is ready for collection, we’ll send you and email so please keep an eye on your inbox. Once you receive the email, you can then head on to our store in Dubai Mall.

Collection period

You’ll have 14 days to collect your order from our store. If your order is not collected within that time, we’ll cancel your order and initiate your refund.

Documents to present during collection

You will be asked to present your order number (which you can show through or email we sent to notify you that your order is ready for collection) and your debit/credit card used for the payment.

Collection by representative

You can send your representative to collect your order. To help us make sure that we are releasing the order to the right person, we would need him/her to bring the following:

• An authorisation lettter writtten and signed by you

• A copy of your valid Emirates ID, passport or driving license

• The order number (indicated in the order confirmattion email we sent you)

• Valid Emirates ID, passport or driving license of the person collecting

• A copy or the original card used for the purchase

My shopping cart ()
No items in your shopping cart.