This F.A.Q is about our services

If you have any question regarding our products, please click here: User's Guide.


Promotions such as sales or automatic discounts are applied directly to your order at checkout.

Discount codes are to be entered at the checkout in the "Discount code" field. The reduction will be done automatically after validation of the code.


Every Sandelier™ is carefully handcrafted to each order. Therefore, its manufacture can take up to 4 days on normal periods. Then, you will receive a notification to confirm that your package has been shipped out. Our packages are usually delivered between 7 and 14 working days. Sometimes the delay is extended because of the carrier or the covid situation. You can track your package by clicking on the following link : Track my order.

Items are delivered according to the terms and conditions of your local post office and are usually delivered during business hours. (Monday to Saturday, 9am to 5pm). Some items might need your presence on delivery depending on the size. Please make sure you are home at the time of your delivery.

Most of our items will be left in your mailbox. However, if the postman does not have access to your mailbox, your package will be left at your post office for you to pick it up. You will have up to 15 days to pick it up or else it will be returned to us.
Depending on your location, we might not be able to cover the shipping fees for a new delivery.

There are no customs charges for standard delivery.

Don't worry, contact us immediately and we will be happy to update it. Simply send us your corrected address with your order number and we will modify your information.

Please note that when you have received your shipping confirmation email, your address cannot be modified anymore.

If you have entered a wrong address or if you have not picked up your parcel at the post office on time, the parcel will be returned to us. You have to contact us for a return of your package.


Returns are accepted as long as they do not exceed 14 days following receipt of the package. However, all returned products must be in perfect condition and the return costs are at your expense. Please note that promotional items are not eligible for returns unless it is a defective item.
Other exceptions may apply.
For more information check out our Returns/Exchanges policy by clicking here: Returns & Exchanges.

Depending on the article and the reason, refunds may be allowed after study. (Defective items, error on our part...)

Exchange is possible, you must send us back the order and we will send you the exchange item.

For more information check out our Returns/Exchanges policy by clicking here: Returns & Exchanges.

Unfortunately not. All items that have left our warehouse are final and cannot be changed.


Refunds can take up to 14 business days, depending on the payment system used to make the purchase.

Please inform us immediately by e-mail if you have not received it after 14 working days.

Didn't find your answer?

Feel free to reach out to us by clicking here: Contact.

Our team will be glad to help you out!