Shipping policy

At Sarto, we are committed to delivering high-quality products and providing a seamless shopping experience. Please read this policy carefully before placing your order.

1. Cancellation Policy

Orders may be cancelled within one (1) hour of purchase.
If cancelled within this time, the refund will be issued to the original payment method.
Orders cancelled after one hour may not be eligible for cancellation if already processed or shipped.

2. Shipping Policy

UAE Domestic Shipping

Standard Shipping
Delivery Time: 14–21 business days
Rate: AED 50

Express Shipping
Delivery Time: 7–14 business days
Rate: AED 70

Priority Shipping
Delivery Time: 2–7 business days
Rate: AED 100

International Shipping

Standard Shipping
Delivery Time: 14–21 business days
Rate: AED 120

Express Shipping
Delivery Time: 7–14 business days
Rate: AED 160

Priority Shipping
Delivery Time: 2–7 business days
Rate: AED 225

Customers are responsible for any customs duties, taxes, or import fees required by their country. These charges are not included in product pricing or shipping fees.

3. Customized & Made-to-Order Items

Customized, personalized, or tailored items are non-returnable and non-refundable.

Customers are fully responsible for:

Providing accurate measurements
Entering correct customization details
Reviewing the final order before confirmation

4. Return & Exchange Window

Return requests must be submitted within 7 working days of delivery.
Items returned outside this timeframe will not be accepted.

5. Eligibility & Condition Requirements

To qualify for a return, ALL of the following conditions must be met:

Item must be unused, unworn, unwashed, and undamaged
Item must be returned in original packaging
All tags and labels must remain intact
Item must be in resalable condition
Security strap must be fully intact and attached

Important:
If the security strap is removed, broken, tampered with, or altered, the item becomes non-returnable under any circumstances.

6. Non-Returnable Items

The following items cannot be returned or exchanged:

Customized or made-to-order items
Sale or discounted items
Items with removed or damaged security strap
Used, worn, washed, altered, or damaged items
Items returned outside the return window

7. Return Shipping Fees

Customers are responsible for return shipping costs.

A flat fee will be deducted from the approved refund:

UAE: AED 50
International: AED 120

Original shipping fees (if any) are non-refundable.

8. Inspection & Approval

All returned items undergo a quality inspection.

A return will only be approved if:

Item is clean, unused, and unworn
Security strap is intact
Packaging is complete and undamaged

If the item fails inspection, it will be rejected and shipped back to the customer at their expense.

9. Refund Method

All approved returns are refunded as store credit (digital gift card).

Store credit has no expiry date
It is non-transferable and non-cashable
It may be used for full or partial future purchases

Refund calculation:
Item Price – Return Shipping Fee (AED 50 / AED 120)

Refunds are not issued to the original payment method, except for eligible cancellations made within one hour.

Processing time: 7–14 business days after approval.

10. Damaged or Incorrect Items

If you receive a damaged or incorrect item:

Contact us within 7 working days of delivery
Provide photos and order details
Return the item in original condition

Sarto reserves the right to inspect and reject claims if damage is due to misuse or post-delivery handling.

11. Right to Refuse Returns

Sarto reserves the right to:

Reject returns that do not meet policy requirements
Monitor return behavior
Refuse future returns or orders in case of excessive or suspicious activity

12. How to Request a Return

Log in to your Sarto account at: https://sarto.ae/
Go to Orders
Select the relevant order
Click Request Return
Submit the reason and images (if required)

You will receive confirmation and further instructions from our team.

13. Contact Us

If you need assistance:

Brand: Sarto
Phone / WhatsApp: +971 565510050
Email: info@sarto.ae
Website: https://sarto.ae/