FAQ — Frequently Asked Questions

What is Made To Order and how does it work?

Each item is only produced in our London atelier once the customers order is received. Typical lead times are 5 – 8 days. Please refer to the estimated times located on each product page, checkout & confirmation shipment emails.

By operating at a 0-waste policy, we are directly tackling fashions serious problem with overproduction by 70% and helping our world become a better place.

Do you have your products available in other colours?

Yes, we do.

We offer an extensive collection of colours, fabrics, and embellishments. If you would like a specific colour or material, you can book a consultation and we can discuss the different options with you.

Call us on +44 (0) 203 915 6608 or if it’s easier, email us on sales@sannelondon.com.

How do I request an appointment?

All appointments are private and by appointment only, so we encourage you to book this here.

Returns Policy

Items can be returned in the following way;

You must notify Sanne within the first 14 days of receiving your item. Please email aftersales@sannelondon.com and we shall process the return for you. After notifying Sanne you then have a further 14 days to return the package.

Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included. If your return does not meet the conditions listed, the package will be sent back to you and no refund will be issued.

This does not affect your statutory rights.

Refunds — UK & International

Once your return has been accepted, we will immediately request reimbursement and you will be notified by e-mail. The time needed to process your refund may vary based on the payment method used:

• Credit card: our bank will reimburse you within 7 business days of the return acceptance confirmation email. The time it takes to restore the credit back to your account depends on the credit card issuer.

• PayPal: you will see the refund in your PayPal account within 24 hours of the return acceptance confirmation email.

How long do you take to deliver?

After placing an order, you will receive an email from us containing the details of your purchase. We may also be in touch if we need further information to verify your payment.

Once your order has shipped, you will receive an email containing your order details and unique tracking code.  Your tracking number will not activate until the parcel is scanned in at the first courier-specific sorting facility, generally 24 hours or so after you receive your shipping notification.

You can track your shipment on www.dhl.com/track

Please note:

• Before we can ship your order, we may need to confirm some additional details with your card issuer.

• Our delivery time starts from the moment an order begins processing and includes a 24 – 48 hour period where your items will be packed and shipped from our warehouse. This can take slightly longer during the holiday period.

• Inclement weather conditions and international customs are also not factored into delivery time and may cause delays.

Pre-orders with different shipping dates

If you purchase more than one pre-order item with different estimated shipping dates, the products may be sent together on the latest date. In either case, delivery is always free.

Customised items

We hope you’re excited to order your customised item! Due to the nature of this order, tailoring lead times may vary as it is created specifically for you. Please consult the product page for more information on manufacturing times. If in doubt, please email orders@sannelondon.com with your order number in the subject line.

Can I cancel or modify my order?

If you wish to cancel or modify your order, please send an e-mail orders@sannelondom.com as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified.

If any of your purchases arrive in a flawed or faulty condition, or without Sanne designer tags attached, please contact aftersales@sannelondon.com for assistance with your return.

Depending on where you live, you can also choose to cancel your order under the CCRs (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you choose this option, we will refund you the full price for any returned item that meets our Returns Policy however, you will be responsible for the cost and arrangement of returning the item(s) to Sanne Limited.

How do I place an order?

Purchases may be made either directly through www.sannelondon.com or through the assistance of our online personal shoppers. Alternatively, you can contact us via e-mail at orders@sannelondon.com to know more about our bespoke services.

Our online personal shoppers are available Monday through Friday, between 9 AM and 6 PM, and Saturday between 11 AM and 5 PM (GMT).

What happens if an item is out-of-stock?

If a product is out of stock, Sanne will make every effort to source a similar cloth to remake the product. You can always talk to one of our personal shoppers who can assist with your order.

My order is not being accepted, why?

If your order has not been accepted, it may be because the address you entered in the ‘billing’ field does not match the address registered with your bank. Please check with your bank and then contact us by e-mail atorders@sannelondon.comquoting your order number in the subject field and we will assist you with your order.

Are your deliveries tracked?

Yes, we will issue out tracking numbers once your order is ready to be shipped. You can log onto your Sanne account to track your order or if you do not have an account with us, you will receive an email detailing information about your shipment and tracking number.

Can I order over the phone?

If you prefer to order by phone, then you can always call +44 (0) 203 915 6608 and we can go through the options with you. After selecting the item, size, cloth, colour and any other details we will send over a payment link where you will enter your delivery address and payment details. We ensure the absolute security and safety of your personal details at all times.

After your order has been placed you will receive a conformation email with details of the purchase and shipment arrival times.

Forgotten your password

You can find a link to change your password where you log in. We will email you a link for creating a new password and you will immediately be able to access your account.

What are the benefits of creating a Sanne account?

Creating a Sanne account can be helpful for a number of reasons:

– Save and share your favourite items

– We can store your details which will make shopping with Sanne easier

– You can save the contents of your shopping bag if you wish to return at a later date

– The items will remain in your cart for 30 days before emptying

– Store useful information such as card details, billing & shipping addresses to speed up the checkout process

– Easily manage returns

– Gain first access to Sanne’s newest releases and enjoy personalised product suggestions