FAQs

SIZE & FIT

How to choose my SAYE size?

On each product page of our e-shop, you will find a link called ‘SIZE GUIDE’. Click on that link to reveal a size guide and determine your recommended size.

SHIPPING

What are your shipping charges?




Do you ship Worldwide?
Yes, we ship worldwide.

*At the moment, we don’t ship to Puerto Rico.

Do I have to pay customs or import duties?
If you placed an order within the EU, you will not have to pay custom fees to receive your order. If you placed an order from outside the EU, it is possible that you need to pay custom fees. This depends on the customs laws in your country.

*From 1/1/2021 due to BREXIT, UK might probably have to pay customs for orders over 135£.
You can check more about it here: https://www.gov.uk/goods-sent-from-abroad

Errors in addresses

The client is responsible for the veracity of the address information provided. In the event that there is an error in the address —in whole or partially— and a second shipment is required, the customer will be responsible for the shipping cost that a second delivery may incur.

How long will the delivery take?

Once your order has been processed and you have received your tracking number, your package should be delivered within 48 h-72 h to EU countries and 3-5 working days to the rest of the world. **Please allow a longer transit time during COVID-19 period**

For more info, please check the UPS page to know more about current limitations on deliveries due to COVID-19 pandemic.

Which courier do you work with?

We work with UPS, one of the best courier companies in the world.

MY ORDER

Can I change or cancel my order?

We do not guarantee that a change or a cancellation can be made. We work around the clock in order to ensure the quickest delivery.

Please contact our Customer Care team at support@sayebrand.com immediately in case you need to modify your order so we can check the status of your order and modify it if possible. Unfortunately, once your order is dispatched from our warehouse, it cannot be modified or cancelled.

I have not received an order confirmation.

It can take up to two hours to receive the confirmation email after you place your order —check your spam inbox just in case it went there! If the payment has been processed but you still haven’t received a confirmation after these two hours, please get in touch with our Customer Care at support@sayebrand.com

What is the current status of my order?

You will receive a confirmation email after placing your order. We will then start to arrange it, it usually takes 24 h. As soon as your order leaves our warehouse, you will receive another email with your tracking number. Use this information to track your package until its delivery.

*Orders placed on Friday will be arranged on Monday.

I have ordered several items and one is out of stock or in pre order. When will I receive it?

In the event that the order contains more than one product and one of them is out of stock or in pre-order, the products will be shipped together when the item is back in stock.

When will I receive my tracking number?

Every time a package is sent, the courier service notifies the shipping state by email. Check your spam inbox 24 h after you have placed your order in case you have not received any email yet.

*For orders placed on Friday, you will receive your tracking number on Monday or Tuesday.

I wasn't home during delivery attempt.

If you were not home during the delivery attempt, UPS should have sent you a notification email and should have left you a note in your mailbox including information about the nearest UPS Access Point, where you will be able to collect your package.

UPS Access Points

Find your nearest Acces Point here

EXCHANGES & RETURNS

I didn't receive the products I ordered.

If you haven't received a SAYE product you ordered, we will gladly send it to you again at no additional cost. Simply send an email to support@sayebrand.com and we’ll take care of it as quickly as possible.

Can I exchange the products?

*Bear in mind that discounted products cannot be returned or exchanged.

You have up to 45 days to exchange your SAYE sneakers, clothing, caps, and tote bags. You can choose between the Exchange or the Store credit option.

Exchange: You can exchange the product for the same in another size or color.

Store credit: Once we receive your package we will issue a Credit Store Voucher for the amount you paid, which you can use to buy another product. Your Credit Store Voucher does not expire

SAYE will cover return shipping fees, however shipping fees for the second delivery will be paid by the customer in case the order is not over €95.

* Due to hygienic reasons, socks cannot be exchanged. Cleaning kits cannot be exchanged or refunded.

What is your returns & refunds policy?

All unused products can be returned within 45 days, except for socks and cleaning kit. Once you choose your preferred return option, and after we approve your request, you will receive a prepaid shipping label. The cost of the same will be deducted from the reimbursed amount.

Return shipping costs and additional taxes are not covered by SAYE.

How can I return my sneakers?

To request a return or a refund, click here or the button below and follow the instructions. Once the return process begins, it cannot be modified.

MAKE A RETURN
When will I receive my refund?

In a normal situation we will refund your return within 14 days after receiving your package. Please be aware that due to COVID-19 situation and in compliance with sanitary regulations, our warehouse is currently operating on minimum staff. So, if your refund is taking more than the usual 14 days, please be patient. Once our staff have surveyed the product, we will refund the amount to the same payment method you used to place your order.

DAMAGED ITEMS

What if my products are damaged?

SAYE guarantees that all products we manufacture and sell on our website are free from defects of workmanship. If one of our products is not in perfect conditions, please contact our support team following these simple steps:

1) Send an email to support@sayebrand.com using the same email account you used when placing your order.

2) Add this subject line ‘DAMAGED SAYE + Order number’.

3) Specify color and size of the damaged item/s.

4) Explain what's wrong.

5) Attach pictures of the flaws.

Please note the following exceptions:
• We won't accept a return if the item has been worn or damaged by the client.
• Only items purchased in SAYE’s website will be subject to return.

That's it! We will get back to you as soon as possible with further instructions.

MY ACCOUNT

What are the advantages of having a SAYE account?

Having an account on our website eases the process to place your order. Your personal details will be filled in automatically on the form. In addition, all your orders will be stored together, invoices included.

How do I create an account?

Enter ‘My Account’ through the user icon on the upper right corner of your screen. Once you have accessed, click ‘Sign up’ in order to register.

How can I change my account details?

Enter ‘My Account’ through the user icon on the upper right corner of your screen. Once you have accessed, you can modify all your data (name, address...).

Is it possible to place an order without an account?

Of course! In the first phase of the checkout you have the option to log in to your account. If you’d prefer not to create an account, you can place an order as a ‘New Customer’.

How can I delete my account?

Our customer care team can delete your account whenever you want. Send us an email to support@sayebrand.com and we’ll take care of it.

PAYMENTS

What are the available payment methods?

PayPal, Visa Card, Google Pay, Apple Pay, MasterCard and American Express.
Unfortunately, several customers have experienced troubles during the payment when using REVOLUT. We offer several payment methods so we recommend using one of them since we won't be able to assist you in case of an issue related to REVOLUT.

My payment has failed. What should I do?

Did you get a ‘Payment failed’ notification after you went through the payment gateway? There are a few solutions: delete your cookies and cache data, use a different browser or use a different payment method. If these solutions haven’t worked, please contact our Customer Care.

Has the purchase amount been deducted from your bank account, yet the website says that the order failed?
If this happens, in the next few hours the money should automatically return to your account.

How can I get an invoice?

Please contact our Customer Care at support@sayebrand.com and we will send it to you.

Refunds

We will refund your return within 14 days after receiving your package. We always refund the money to the same payment method you used to place the order. If 14 days have passed and you still have not received your refund, please send an email to support@sayebrand.com indicating your order number and tracking code and we will get back to you as soon as possible.

Do I have to pay custom fees in order to receive my order?

If you placed an order within the EU, you will not have to pay custom fees to receive your order. If you placed an order from outside the EU, it is possible that you need to pay custom fees. This depends on the customs laws in your country.

*From 1/1/2021 due to BREXIT, UK might probably have to pay customs for orders over 135£.
You can check more about it here: https://www.gov.uk/goods-sent-from-abroad

What is VAT?

VAT stands for Value Added Tax, which are the charges paid on top of the value from the sale of products or services. All customers inside and outside the EU pay VAT on their purchases. If you purchase within the EU, VAT is included in the price of our products. If you purchase from outside the EU, you will have to pay the equivalent to VAT in the form of custom fees.

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