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.

• 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.

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 our password.

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

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.

Click here to find our cookie policy.

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.

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.

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.

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

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.

You'll only be able to cancel your order if it’s still being processed by us. To cancel an order, please call 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.

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.

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

6. Pay in 4 intertest-free installments with TABBY or TAMARA

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).

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.

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.

STANDARD DELIVERY

• FREE delivery for orders over AED999
  
  
• AED20 delivery fee for orders AED999 & under
  
  

EXPRESS DELIVERY

• Express delivery fee: AED50

• Orders placed between 10:00 am and 6:00 pm will be delivered within 4 hours.
  
  
• Orders placed after 6:00 pm and before 10:00 am will be delivered by 12:00 pm the next day
  
  
• This service is only available for orders within Dubai.
  
  
• For all other emirates, Standard Delivery service applies.

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

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.

Standard delivery within 1-3 days
Express delivery within 4 hours in Dubai (for orders placed between 10:00 am and 6:00 pm)

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

Full-priced items with original receipt are permitted for refund within may be returned within 7 days from delivery.

Sale items may be returned within 7 days from delivery.

Please present the tax invoice for the purchase.

Only products that are new, unworn, unused and with original tags attached 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: jewelry, accessories, swimwear, underwear, fragrance and beauty products. 

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.

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.

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

Full-priced & sale items may be returned within 14 days from delivery/purchase.

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 exchanged: jewellery, accessories, swimwear, underwear, fragrance and beauty products. 

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.

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

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.

You can find all the information about the sizing of our items here.

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

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.

Care advice is included on the item pages online and on product labels. We recommend you follow these instructions carefully. If you have lost the label, please contact our Customer Services team 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. Explore our care guide to discover our advice on looking after your items according to their material.

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. To find out more about how our pieces are designed, head to our Workshop page.

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.

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

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

Since 2019, we have been committed to not destroying any of our unsold items. To achieve this goal, we are engaged in a circular economy, collaborating 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.

Tracking products is a crucial step in creating a more sustainable fashion industry. We need to understand our entire production chain in order to provide you with more transparency and to shed light on what needs to be done to support our partners in improving their social and environmental impact.

We select the materials we use with the greatest care. Our aim is to offer our customers high quality materials, such as cotton, linen, viscose, silk, wool or cashmere, produced and processed according to methods limiting their environmental impact.

Focused on improving the environmental footprint of the materials that make up our creations, we are now focusing our efforts on more responsible sourcing of the materials most used in our collections: Organic cotton, Responsible Wool Standard (RWS) certified wool, Leather Working Group (LWG) certified leather and recycled polyester.

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

Production takes place at 110 partner sites in around 30 countries, including Portugal, Italy, Turkey, China, Tunisia, Romania and France.

Partner selection is guided above all else by the search for what can be rare technical know-how.

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 2a 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.

A product is considered more responsible if it meets one or more of these criteria:

- At least 50% of its main material is eco-responsible, that is, it has an official external certification such as GOTS, OCS 100, ECOVERO or similar.

- 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.

For our summer 22 collection, 49 of our creations have been tracked with the help of Fairly Made. For our winter 22 collection, 116 of our creations have been tracked. By 2025, 100% of our creations will be tracked.

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.

At Sandro, we select our materials with care. Our stylists are always striving to offer you fabrics that give creations the most beautiful shape, the best comfort and the highest durability possible. To achieve this, the use of polyester or synthetic fibres is sometimes required.

For example, polyester can be pleated whilst other materials can't. It is also less prone to wrinkling. When we have the option, we select recycled polyester for our creations. For winter 2022, 28% of the polyester used in our collections is recycled polyester.

Every product tracked with the help of Fairly Made gets a traceability score. This score corresponds to the level of awareness surrounding the production chain of the product. If 5 tiers of suppliers are involved in producing an item and that item achieves a score of 4/5, this means we've been able to identify 4 suppliers out of 5. Contrary to other traceability systems that only ask for the supplier's country, the Fairly Made tool is more demanding in terms of the information collected about the supplier.

By 2025, we hope to reach at least 100% awareness of our tier 1 to tier 4 suppliers for all of our collections.

Traceability is about knowing the history of our products, from the origin of the raw materials to the manufacturing and processing plants, to the kilometres travelled before arriving at our warehouses.

Traceability is therefore about increasing visibility across our production chain and offering you greater transparency on the origin of our creations.

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.

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.

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.

The payment methods accepted on the website are credit/debit card, Mada, Apple Pay, TABBY and Cash on delivery.

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

You can now pay for your order in instalments with TABBY or TAMARA

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 installments.

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 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.

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.

All prices shown on our website include VAT.

Orders may be cancelled 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 email us at cs.fashion@alfuttaim.com.

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

When your order is ready for collection, we’ll send you an 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.

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.

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.

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 letter written and signed by you

• A copy of your valid national ID or passport

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

• Valid national ID or passport of the person collecting

• A copy or the original card used for the purchase