Exchanges and returns
Find out how to return or exchange your order, including the time frames and conditions that apply to your shipping country.
Choose what you need to know:
You have 30 days from the date you receive the product to fall in love with it. If you do not and the product is in perfect condition, you can return or exchange it.
Remember that you can also make returns and exchanges at any of our stores.
To request a return or exchange, simply click the following button:
The process varies depending on your country. We will email you all the instructions. It could not be easier!
Cost of the first exchange or return
| Destination | First exchange | First return | Carrier |
|---|---|---|---|
| Spain (mainland and Balearic Islands), Portugal (mainland) | Free* | Free* | SEUR or DPD |
| Spain (Canary Islands, Ceuta and Melilla) | We do not offer exchanges | Return shipping is paid by the customer | SEUR or DPD |
| Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Greece, the Netherlands, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Poland, the Czech Republic, Romania, Sweden | €9.99 | €6.99 | DPD or RBT |
| Rest of the world | We do not offer exchanges | Return shipping is paid by the customer | DPD or RBT |
*If a second request (exchange or return) is made for the same order, the customer must cover the cost: an exchange costs €6.99 and a return costs €3.99.
Before submitting your request, please note:
- If you are making an exchange and would like to add another item to the shipment, submit your request using the link and then let us know via info@sansarushop.com, Instagram or WhatsApp. We will be happy to add it for you.
- The replacement shipment will always be sent to the same address as the original order.
- Personalised products cannot be returned or exchanged.
- An item can be exchanged for the same product, for a more expensive product by paying the difference, or for a less expensive product, in which case the corresponding amount will be refunded once we receive the original product.
- Refunds cover the price of the product only and never the shipping costs.
- We do not accept returns or exchanges for certain products in the “Essentials” section, such as boxes, San Saru bags, fragrances, silver-polishing cloths and postcards. Personalised jewellery and used products also cannot be returned or exchanged.
- For returns or exchanges involving an order placed with a promotion or discount, please note that any refund will be adjusted proportionally to the discount code or promotion used. You can view the details of our current promotions on this page.
- Products in the Essentials category, complimentary products and products added free of charge when an order exceeds a specified value are subject to the return and exchange conditions. When processing a return or exchange, we will check whether a free “Essentials” product was included in the order. If the resulting order value falls below the minimum required for that product to be included, San Saru reserves the right to request its return.
If you have any problems with your request, contact our customer service team by email at info@sansarushop.com, Instagram or WhatsApp and provide:
- The reason for the return.
- The product you would like to return or exchange.
- Your preferred solution.
- One of the following: your full name, the email address used to place the order or your order number.
Choose what you need to know:
You have 2 days to notify us of the problem. We will always provide a solution. The available options are:
- Exchange it for the same product or a different model. If the replacement costs more, you will need to pay the difference. If it costs less, we will refund the difference using the original payment method or issue a gift card, depending on your choice.
- Return the product and receive a full refund.
In this case, San Saru will cover all costs.
You can submit your request through our portal and attach a photo that shows the issue as clearly as possible. If our team determines that it is not a defect, we will contact you and find the best solution.
To resolve the issue as quickly as possible, open the following portal and follow the instructions:
Remember to attach a photo or video that shows the issue as clearly as possible. If our team determines that it is not a defect, do not worry: we will contact you and find the best solution.
If you experience any problems while submitting your request, contact us so that we can help. You can email us at info@sansarushop.com, contact us via WhatsApp or Instagram, and provide:
- Tell us what happened to the product.
- A photo or video of the product clearly showing the issue.
- One of the following: your full name or order number.
If you have any questions, contact us at info@sansarushop.com.
