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.

Shippings

WORLDWIDE SHIPPING IS FREE FOR ALL SNEAKERS ORDERS

The shipping rates orders below this amount are:

Spain €6.00

Belgium, Bulgaria, Czech Republic, Croatia, Estonia, France, Germany, Austria, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Slovakia and Slovenia €10

Denmark, Finland, Ireland, Sweden €14

USA, Canada, Japan, Hong Kong, Australia and Rest of the world €30
Switzerland and United Kingdom €16

Norway and Iceland €20

Malta and Cyprus €51

Do you ship Worldwide?
Yes, we ship worldwide.
*We try to get SAYE to every corner of the planet!
Unfortunately at the moment we do not ship to Puerto Rico, Ukraine, Belarus, and Russia. Our apologies for the inconvenience.

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.

Customs fees will not be covered by SAYE.

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 48-72 h to EU countries and 3-5 working days to the rest of the world.

Which courier do you work with?
We work with UPS within the EU and DHL for shipments outside the EU.

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 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 from our side.

We provide all the information regadarding shipment tracking. In case you need a change on the delivery address or date please contact directly the carrier through the links provided on the shipment confirmation email.

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.

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, please contact customer service and we'll take care of it as quickly as possible.

What is your returns & refunds policy?
All unused products can be returned within 30 days, except for socks, acessories and cleaning kit. You have 3 options: Refund, Exchange and Store Credit.

How can I return my sneakers?
To request a return or a refund, click here and follow the instructions. Once the return process begins, it cannot be modified.

Take into account that the shipping cost for the return will be deducted from the refund.

The rates are the following:

Spain 6€

Belgium, Bulgaria, Czech Republic, Croatia, Estonia, France, Germany, Austria, Hungary, Italy, Greece, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Slovakia and Slovenia 12€

Denmark, Finland, Ireland, Sweden 16€

United Kingdom & Switzerland 18€

Norway & Iceland 20€

USA, Canada, Japan, Hong Kong, Australia and Rest of the world 35€

Malta and Cyprus 55€

Can I exchange the products?


You have up to 30 days to exchange your SAYE sneakers, clothing, caps, and tote bags.

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

Exchange rates are the following:

Spain - Free

Belgium, Bulgaria, Czech Republic, Croatia, Estonia, France, Germany, Austria, Hungary, Italy, Greece, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Slovakia and Slovenia 5€

Denmark, Finland, Ireland, Sweden 5€ United Kingdom & Switzerland 10€

Norway & Iceland 10€

USA, Canada, Japan, Hong Kong, Australia and Rest of the world 10€

Malta and Cyprus €15

When will I receive my refund?
In a normal situation we will refund your return within 14 days after receiving your package. We will refund the amount to your chosen payment method.

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 Customer Care team.

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. Contact us and we’ll take care of it.

Payments

What are the available payment methods?
PayPal, Visa Card, Google Pay, Apple Pay, MasterCard, Klarna Payments, Coinbase Wallet, and American Express.

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 team 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 contact us 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.

Custom fees are not covered by SAYE.

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.