FREQUENTLY ASKED QUESTIONS


CONTACTING US

What if I need to contact customer care or if I need style or fit advice?

Please contact us by email at info@saans.com.


PAYMENT METHODS

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, Paypal and Google Checkout.


What is a CVN number and where is it located?

The CVN for Mastercard, Visa and Discover is located on the back of the card and is a 3 digit code. The CVN for American Express is located on the front of the card and is a 4 digit code.


When will my credit card be charged?

You will see a pending charge on your credit card statement until the item has shipped, at which point the charge will be complete.


INTERNATIONAL PAYMENTS AND DELIVERY

Does Saans ship overseas?

Saans ships overseas DDU (Delivery Duty Unpaid)


I have an international credit card/billing address but a US shipping address. What should I do?

Please checkout through International Checkout.


How much duty/tax will I have to pay for international shipping?

When an International destination is selected, the product prices displayed are exclusive of all taxes and duties. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.
 

Please note that you will be solely responsible for any additional customs charges, import duties, local taxes or other fees that may be incurred when your order reaches its destination country. We cannot control or be held responsible for any customs delays.

We also cannot be held responsible for any issues with delivering packages that arise from customers providing incorrect or incomplete addresses, refusing a package, not paying customs fees, or failing to respond to notices from the local postal carrier.

Please note: Due to the high price of international shipping, all international orders are Final Sale and cannot be refunded.

SHIPPING

How much is shipping in the United States?

Ground shipping is free for all orders over $150! You can also choose expedited shipping at your cost.


Does someone have to be at my house/apartment to sign for my order?

Yes, we prefer that all orders will be signed for. That way the carrier won’t just leave it at your door steps. You may opt out of a signature request. All Orders over $1000 will require a signature.


Can I ship to a APO/FPO address?

Unfortunately, not at this time.


How many days does delivery usually take?

US orders are processed and delivered Monday through Friday, excluding holidays. Please allow 48 hours for processing time. Orders placed before 1:00 PM EST will be processed the same day and orders placed after 1:00 PM EST will be processed the following business day. Unfortunately, we cannot be responsible for unanticipated delays.


Can I ship to a P.O. Box?

No, we do not currently ship to P.O. Boxes.


What is the cut off time for overnight delivery?

You have to submit your order by 12 noon EST (Mon-Fri) for us to ship for 2-Day and overnight delivery.  Orders placed after 12 noon EST will ship the next business day.


RETURN POLICY


What is your return policy?

You can return your purchase within 21 days of the purchase date for a refund. We will not accept merchandise that has been worn, altered, or washed. All tags must be attached. Saans reserves the right to deny a refund if the merchandise does not meet return policy requirements. Final Sale items cannot be returned or exchanged. Please see our full return policy here.


What if I purchased an item on sale?

Sale items may be returned but Final Sale items may not be returned or exchanged. For SALE items we shorten our returns period. You have 7 days (from the date the order arrives) to make your mind up about any order, during which time we’ll exchange or refund it, no questions asked. The seven-day return policy enables us to process returns and put them back into the sale section before the sale ends.


Can Final Sale items be returned?

When an item is marked as Final Sale then that item cannot be returned or exchanged.


How do I return an item?

You can return your unworn items by visiting: http://www.saans.com/returns. Once we have received your request you will receive an email confirming your request that will also include a return label. A $9 fee will be deducted from your total refunded amount. At this time, orders placed online must be returned to saans.com according to the instructions above.


When will my return be processed?

Returns are processed within 7-10 business days of package receipt and can only be issued to your original method of payment. Your banking institution may require additional days to process your refund.


Do you accept exchanges?

If you wish to exchange an item, please place a new order on saans.com and return your original item using the above return instructions.


How will I know if Saans has received my return?

You will receive an email when the items you received have been received and processed in the warehouse.


Can I return items if the tag is no longer attached to the item?

We will not accept returns of any items that have the tags removed or have been visibly worn.



ORDER INFORMATION


How can I check on the status of an order that I placed?

To check your order status log into my account. Under order history, select your current order number. From here, you can view order details, see your order status, and track your order.



SHOPPING ONLINE


Will I be charged sales tax?

If you are shipping to New York or New Jersey you will be charged sales tax. Tax calculations are based on state and county locations of the shipping address on your order. Shipments to any other state will not include tax. We do not collect sales or use taxes in all states.

Your purchase is not exempt merely because it is made over the internet. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. Details of how to file these returns may be found at the websites of your respective taxing authorities.


Can I order by phone?

Unfortunately not at this time.


Are all Saans items available on the website?

Not all items are shown on Saans.com.


If an item is out of stock is there a way I can be notified when it becomes available?

Items may be back in stock, please check back again on saans.com.


How can I track my order?

To check your order status please log into my account. Under order history, select your current order number. From here, you can view order details, see your order status and track your order.


Do you offer price adjustments?

No, we do not adjust prices.



ACCOUNT INFORMATION

What is an account and why should I register?


An account will allow you to save your shipping and billing information for faster checkout.  You can track orders and view your order history.

Can I place an order without registering?

Yes, you may checkout as a guest.


How do I change my email address for login?

Please sign into your account and you can edit your contact information under Account Information.


REPAIRS

What if I have a problem with a Saans product?

Saans is happy to repair damaged merchandise that is a result of a company approved manufacturing issue within 21 days of purchase.  Unfortunately we cannot handle repairs that are the result of normal wear and tear.


Please note we will need the following information in order to process your request:

  1. Order number
  2. Item name / number
  3. Photo of the item / description of the defect

Our customer service team will review your inquiry and get back to you within 3 business days.  If the damage is due to company approved manufacturing defect we will provide you with instructions on how to return the item to us. Upon inspection, we will repair or replace your item free of charge if we determine that the damage is due to a manufacturing defect.  



GIFTS

Can I include a gift message/have my item gift wrapped?

No, we do not offer gift messages or gift wrap at this time.


Can I buy gift cards online or pay with a gift card online?

Yes, we do offer e-gift cards.

EMAILS | Email Newsletter

How can I sign up to get Saans email newsletters?

On the website please click on “Subscribe” and fill out your name and email address.


How do I unsubscribe from emails?

You can unsubscribe from Saans emails by clicking on “Unsubscribe” in the bottom of one of our emails.