Frequently asked questions
Orders, Returns and General FAQs
I received the wrong item
If you have received an incorrect item, please arrange a return through the Order Details page and select “Incorrect item received” as the return reason. Items must be returned in their original condition within 30 days of delivery to qualify for a full refund, including (where applicable) original delivery charges, cash handling fees, taxes, and duties.
I am missing an item from my order
If an item is missing, please visit the Contact Us section and email us with your order number, along with the name and item number of the missing product. Our team will review your request and respond within 2–3 business days.
I received a damaged item
If your item arrives damaged, please initiate a return via the Order Details page and select “Parcel damaged on arrival” as the return reason. Please note that replacement availability depends on stock, and some items may be covered under a manufacturer’s warranty for defects.
How do I place an order as a gift?
You can add a gift message to your order in the My Bag page by selecting Add Your Gift Note. If you wish to add a note after placing your order, please contact us as soon as possible—requests must be completed before the item is shipped.
Can I undo an order cancellation?
Once an order has been canceled, it cannot be reinstated. To receive the items, you will need to place a new order.
I placed a gift order and want to ensure no price tags or invoice are included
For orders shipped within the UAE, invoices are not included. For international orders, invoices are required for customs and shipping purposes and cannot be removed.
How do I search for a specific item?
Use the search bar to look up items by brand, keyword, product ID, or description. The search bar is located at the top-left corner of the website or at the top of the homepage in the app.
How will I know if an item is out of stock?
Items that are unavailable will be marked “Out of Stock” on the product page. Occasionally, an item may sell out during checkout—if this happens, you will receive a notification. You can save out-of-stock items to your wishlist in case they return.
Where does SARTO ship to?
SARTO ships worldwide.
How do I make a purchase?
Browse the website, select your desired item, and click Add to Bag. Access your cart via the bag icon (top-right on desktop or bottom of the app). When ready, proceed to Secure Checkout and follow the steps to complete your order.
How will I know if SARTO has received my order?
After placing your order, you will receive an email confirming receipt. This does not mean your order is confirmed. Orders are confirmed once payment is approved, delivery details are verified, and items are prepared for dispatch. You will then receive a second confirmation email.
For Cash on Delivery orders, our team will contact you to confirm delivery details before dispatch.
Can I place an order by phone?
Yes. Phone orders are available within the UAE only for Cash on Delivery payments. Please call us with the item details you wish to order. Our Customer Care team is available daily from 10:00 AM to 10:00 PM and can also be reached via email or WhatsApp.
Can I ship one order to multiple addresses?
At this time, each order can only be shipped to one address.
My payment was deducted but I didn’t receive an order confirmation
Please allow up to 10 minutes for system processing. If you still haven’t received your confirmation email and invoice, contact our Customer Care team through the Contact Us page.
Pre-Orders
What does Pre-Order mean?
Pre-Order allows you to secure select pieces before their official release. Once your Pre-Order is placed, your item will be shipped as soon as it becomes available.
Which payment methods are accepted for Pre-Orders?
Pre-Orders can be paid using debit card, credit card, or Apple Pay. No other payment methods are accepted at this time.
When will I receive my Pre-Order?
Your Pre-Order will be shipped based on the expected release date stated on the product page.
How can I track my Pre-Order?
You can view the status and track shipment details via the My Orders section.
How will I know when my Pre-Order has shipped?
You will receive an email notification once your item has been dispatched from our warehouse.
Can I cancel a Pre-Order before receiving it?
Yes, Pre-Orders can be canceled at any time before delivery through the My Orders section. Please note that refunds for Pre-Orders are issued as store credit only. The credited amount will be added to your SARTO store credit account and can be used for future purchases.
Can I return a Pre-Order after receiving it?
Yes, Pre-Order items can be returned within 30 days of delivery via the My Orders section. Refunds are provided as store credit only, credited to your SARTO store credit account.
Payments, Store Credit and Promotions
How do I use my SARTO store credit?
To redeem your SARTO store credit, simply log in to your account, add your selected items to the cart, and proceed to checkout. At checkout, choose the option to apply your available store credit. The amount will automatically be deducted from your order total. If you need assistance, our Customer Care team is happy to help.
What payment methods does SARTO accept?
SARTO currently accepts payments via Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Cash on Delivery. We are continuously expanding our payment options to enhance your shopping experience.
Why was my payment declined?
A payment may be declined for several reasons, such as incorrect card details, an invalid CVV number, or insufficient funds. An error message will appear during checkout if this occurs. If the issue continues, we recommend contacting your bank for further assistance.
Why isn’t my promo code working?
Promo codes are valid only under specific terms and conditions. They may have an expiration date, be limited to single use, or not be combinable with other offers or sale items. Promotional codes cannot be exchanged for cash.
Can I use more than one discount code?
Only one promotional code can be applied per order.
Do you offer price difference refunds?
If an item you purchased goes on sale within 5 days of your purchase, you may be eligible for a price adjustment—provided the item is in the same size and color. The price difference will be issued as a coupon code with no expiry or exclusions. Items already on sale or further discounted are not eligible. To request a price adjustment, please contact us via the Contact Us page.
How do I pay using Apple Pay?
Apple Pay is available on supported devices through our app and website. On Mac devices, Apple Pay is accessible via the Safari browser. You can use Apple Pay with Visa, Mastercard, or American Express. Simply add items to your bag and select Apple Pay during checkout.
How do I choose a payment currency?
Your currency will automatically be set based on your shopping region. You can change it at the top right corner of the homepage on desktop. On mobile devices, the currency selector appears as a small button on the left-center side of the screen.
Delivery, Tracking and Cancellations
I missed my delivery. How can I have my order reshipped?
For deliveries within the UAE, if all three delivery attempts have been missed, please contact SARTO Customer Care to arrange a new delivery.
How can I change my delivery time or date?
To request a change to your delivery timing or date, please contact our Customer Care team, who will assist you with your request.
How do I cancel my order?
You may cancel your order while its status is Ordered and before it has been shipped. To cancel, visit the Order Details page in My Account and select Cancel Order.
If payment has already been processed, your refund will be issued within 7–10 working days. If your order has already been shipped, please wait for delivery and then arrange a return by selecting Return Items on the Order Delivery page.
My order was delivered to the wrong address
Please contact SARTO Customer Care with your Order ID and the correct delivery address. Our team will investigate and get back to you within 4 working days.
How do I track my order?
Tracking your order is simple. Visit My Orders under More on the app or My Account on desktop. Your order status will appear as Ordered, Shipped, or Delivered. You can also use Track My Order, available in the app menu and the website footer.
I haven’t received my order
Orders placed within KSA, Oman, Bahrain, Qatar, and Kuwait typically take 2–6 days to be delivered. To check your order status, please visit Track My Order or My Orders.
If our courier is unable to reach you at the scheduled delivery time, two additional delivery attempts will be made. If all attempts are missed, the order will be returned to our warehouse and automatically canceled. A refund will be issued within 7–10 business days.
How can I change my delivery address or scheduled delivery date?
To update your delivery address or reschedule delivery, please contact SARTO Customer Care. Please note that address changes are not possible once an order has been shipped or for orders placed via PayPal. Any address change must remain within the original country of delivery.
What are the shipping and return costs?
Worldwide delivery: Free
Returns:
UAE: 50 AED
International: 120 AED
How long does delivery take?
Estimated delivery times by country are as follows:
UAE:
2-hour delivery in Dubai
Same-day delivery
2–3 working days across the UAE
KSA: 3–6 working days
Oman: 2–4 working days
Kuwait: 5–7 working days
Bahrain: 2–4 working days
Qatar: 3–6 working days
Store Credit, Returns and Exchanges
How can I add store credit to my account?
Store credit can be added to your SARTO account only when a return has been initiated for a Cash on Delivery order or as part of a SARTO promotional activity.
How can I return a product?
Returning an item is simple. Visit My Orders through My Account on desktop, select the relevant order, click the Return button, and choose the appropriate return reason.
How do I check if I received the correct refund amount?
To verify your refund, please review your return confirmation email, which includes a detailed refund breakdown and credit memo. You can also check your Wallet section in My Account.
I’ve exceeded the 7-day return window. Can I still receive a refund?
According to our policy, eligible items can only be returned within 7 days of delivery.
I’m unable to create a return request
Before submitting a return request, ensure your order status is marked as Completed. If the status has not yet been updated, please contact us with your order number, and our team will confirm when you can proceed.
Please note that once a return request has been submitted for an order, a second request cannot be created until the current return process is completed.
I want to cancel my return request
To cancel a return request, please contact SARTO Customer Care, and our team will assist you.
How can I exchange a product size?
Requesting a size exchange is quick and easy. Visit My Orders via My Account on desktop, select the relevant order, click the Exchange button, choose the item and desired size, and complete the process.
The exchange process includes the following steps:
Return Request: We will first collect the item(s) that did not fit. Please note that some items may not be eligible for exchange.
Quality Check: Returned items will be inspected at our warehouse to ensure they meet quality and packaging standards.
Exchange Processing: If the item passes inspection, the exchange will be processed.
Exchange Eligibility Period: Size exchanges are available within 7 days from the delivery date.
Which items are eligible for a size exchange?
Size exchanges are currently available for select items only. Some products may not be eligible due to the following reasons:
The price of the requested size differs from the original invoice
The desired size is out of stock
The sizes are sourced from different countries
Please note that items not eligible for exchange may still be returned in accordance with our return policy.