FAQ & Support
Please reference the sections below for information about shipping, returns, caring for your products, and our shipping warranty. If you find your question unanswered, please email us at info@sasaiaclo.com and we'll be more than happy to help.
HOW TO COLLECT IN STORE
- Notification: You will receive an email and text message confirmation notification when your order is ready to be collected from the store
- Collecting yourself, you need:
- (A) Original method of payment, PayPal, or Apple Pay confirmation
- (B) Confirmation email
SHIPPING POLICIES
We ship worldwide with a reliable network of carriers. Your order will ship promptly within one business day of confirmation, Monday through Friday.
All products are designed in Italy.
Products may be stored and shipped, subject to availability, at our warehouse locations in: Italy, United States, Japan, China, Germany.
Are duties and taxes included on my order?
EUROPEAN UNION
We cover all duties & taxes on all orders. Please note that some countries may require you to provide additional customs information to our carriers in order to receive your order.
USA & CANADA
We cover all duties & taxes on US and Canadian orders. Please note that carriers may require you to provide additional customs information in order to receive your order.
UNITED KINGDOM
Duties and taxes do not apply.
OTHER INTERNATIONAL
For orders outside of the territories listed above - duties and taxes may apply and are the responsibility of the recipient. Some countries may require you to provide additional customs information to our carriers in order to receive your order.
If you believe you have been incorrectly charged for duties and taxes then please get in touch.
ORDER PROCESSING TIME
Orders are shipped Monday to Friday excluding EU Bank Holidays, with the aim of shipping out orders within one business day of purchase and we will start our production time.
TPlease allow 1-3 business days for order processing. This may take longer during special releases, major holidays and sale periods.his may take longer during special releases, major holidays and sale periods.
DOMESTIC SHIPPING
Express shipping is free of charge with ground service and arrive within 7-12 business days, depending on where you are located. For expedited delivery, we offer an premium option at checkout that arrives within 2-4 business days.
At the moment, our next day and 2-day guaranteed delivery service is temporarily suspended because neither UPS or DHL is able to meet those schedules with reliable consistency.
For all services, our daily cutoff time is 12:00pm EST.
Orders placed after 12:00pm EST will be processed on the following business day with the service you selected at checkout.
GLOBAL SHIPPING
We ship worldwide to customers in over 30 countries.
TRACKING AND DELIVERY
How do I track my order?
An email will be sent confirming your order has left our fulfillment centre, your tracking information will also be included in this email. Alternatively, you can use our tracking form.
You also can send us an email at info@sasaiaclo.com (with order# & order status) and we'll happily check it for you!
Why is my order returned to sender or refused?
An order may be returned to sender or refused for one of the following reasons:
- An address is invalid or there is missing information,
- The carrier is unable to deliver your package, or
- The order is refused by the customer at time of delivery.
Please note that we do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
SPECIAL SHIPPING INSTRUCTIONS
If you wish to include specific shipping instructions, please email us prior to placing your order, and we will do our best to accommodate those instructions.
CAN I CANCEL MY ORDER AFTER I'VE PLACED IT?
If you've placed an order with all of our other payment options, there are time limit in which you can cancel your order:
- Standard Delivery & all other delivery options - 60 minutes after completing your order.
RETURNS AND REFUNDS
-
Please contact us directly at info@sasaiaclo.com (with order# & reason) within 14 days from the date of receiving the item(s).
Please note that you, as the customer, will bear all return shipping costs unless the original products are defective.
- Please do not return the item(s) to the sender's address .
- Please note that we will not accept any returns without you contacting us first.
For return orders it is compulsory for the customer to provide a return tracking number. No returns without a tracking number will be entertained.
We will not collect the return orders from the couriers office. The return order should deliver to the return address provided. -
A refund will be issued after processing your return, which may take up to 10 working days after receiving your return in our warehouse. After the refund is issued, you will receive a confirmation email detailing your return and refund amount. We will not leave you hanging!
EXCHANGES:
If you would like to make an exchange, we ask that you place a new order for the item you want before returning the original item. This ensures that we have the item in stock and that it will ship immediately. You can then return your original item for a refund in the manner describe above.
LIMITED LIFETIME WARRANTY & PRODUCT CARE
We take exceptional pride in both our craftsmanship and our selection of the finest materials. All products purchased through our website at full price are guaranteed against manufacturer's defect over the useful lifetime of the product. We design these products to serve you for as long as you intend to use them, and it's our pledge that they will.
WHAT IS NOT COVERED?
Scratches, frays, scrapes, dents, rips, tears, loose threads, stains or discolorations that occur through the normal daily use of the Product and do not impair the functionality of the Product.
Damage that occurs from the improper maintenance, washing, or cleaning of the Product as well as damages that are the result of attempted self-repair.
Replacement of any non-defective pieces in the SASAIA Products (for example, if you purchase Product with multiple parts and only one part is defective, then we will only replace the defective part).
Product sold "on sale" "discounted" "retiring" "final sale" "clearance" “as-is”, “preconditioned”, “reconditioned”, “used”, “sample sale”, “returned”, “previously owned”, or any other similar wording indicating that the Product is not “new” or of “first quality”, or has previously been purchased or used by another consumer, or is being sold at a discount to the full retail price.
Any Product sold by an authorized third party vendor, retailer, store, or website that is not SASAIA Likewise, any product sold by an unauthorized party such as re-sellers or second hand dealers.
PRODUCT CARE — LEATHER
We use premium full grain leather to ensure your touch points – the handles, strap, luggage tag – with our products are truly best in class. To care for the leather, we suggest avoiding prolonged exposure to strong sunlight and direct contact with grease, oil and dirt. When cleaning or buffing the leather, please use neutral leather care products that will not stain or dye the leather and do not apply direct heat to the leather.
