FAQs

SIZE & FIT

How to choose my SAYE size?

On each product page of our e-shop, you will find a link called "What's my size?". Clicking that link will reveal a size guide with instructions to determinate your recommended size. If you need further advice, do not hesitate to contact our Customer Service at hello@sayebrand.com

SHIPPING

What are your shipping charges?

Worldwide shipping is free for all orders that include a pair of shoes.
The shipping rates for socks orders are:
- Spain: 7,60€
- Austria, Belgium, Bulgaria, Croatia, Czech Republic, Estonia, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, United Kingdom: 11,15€
- Cyprus, Denmark, Finland, France, Ireland, Malta, Sweden: 12,60€
Rest of the World: 25,90€

Do you ship Worldwide?
Yes, we ship Worldwide.

Do I have to pay customs or import duties?
Any custom charges outside the EU will be satisfied by the customer.

How long will the delivery take?

Once your order has been processed and you have received your tracking number, it will take 48/72h to get delivered in EU 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 the current limitations on the deliveries due to COVID-19 pandemic.

Which courier do you work with?

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

MY ORDER

Can I change or cancel my order?

We work around the clock in order to ensure the quickest delivery possible. Please contact our customer support at hello@sayebrand.com immediately if you wish to make any change so we can check the status of your order and try to modify it. Unfortunately, once your order is dispatched from our warehouse, it cannot be changed or cancelled.

I have not received an order confirmation.

It can take up to 2 hours to receive the confirmation e-mail after placing your order (check spam inbox). If the payment has been processed and you haven’t received a confirmation after two hours, please get in touch with our customer service at hello@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 process it, usually it takes 24 hours. As soon as your order leaves our warehouse, you will get another email with your tracking number. You can use this information to track your package until it gets delivered.

*Orders made on Friday will be sent on Monday.

When will I receive my tracking number?

Every time a package is sent, the courier notifies the shipping state by email. Check your SPAM messages 24 hours after making the order if you have not received any mail yet.

*For orders made on Friday, tracking number will be sent on Monday or Tuesday.

I wasn't home during delivery attempt.

If you were not home during the delivery attempt , UPS should have send you a notification email and should have left you a note in your mailbox with information about the nearest UPS Access Point where you will find your package.

UPS Access Points

Find your nearest Acces Point here

RETURNS & REFUNDS

I didn't receive the shoes I ordered.

If we got mistaken and sent you a pair of SAYE you didn't order, we will gladly exchange them with no additional cost. Just write an email to hello@sayebrand.com and we will take care of it as quick as possible.

Can I exchange my SAYE?

Unfortunately, it is not possible to exchange your SAYE. However, you can always return the ones you received and place a new order. Download return form here.

What is your returns policy?

Our returns policy allows you to return unused shoes within 14 days of receiving them. **In exceptional occasions like for COVID-19, returns period is extended to 45 days. Please also allow our warehouse to take more time to process the returns due to shortage of workers for COVID-19 sanitary regulations. ** Socks cannot be returned. Please note we cannot accept returns that show visible signs of wear. The shoes must be returned in their original condition and in their original box. If that is not the case, the refund will not occur. That is why we recommend trying your SAYE on a carpeted surface indoors.

Return shipping costs are not covered by SAYE.

How can I return my shoes?

1. Please click on the "Returns" section on the footer of our website and follow the instructions.
2. Enter the order details.
3. Select the product you wish to return.
4. Select the reason of your return.
5. Put back the product in the original packaging in which you received the order.
6. For EU countries, fill the return form and add it inside your shoebox.
6.1. For NON-EU countries: in order to avoid taxes, put the filled return form and the invoice provided with your package back indie the box, as they need to remain visible for customs inspection. Even though these steps are correctly taken, a random inspection by the Spanish customs may occur.
7. Once your package is ready, please go to a postal service of your liking and ship the parcel to:

Naeko Logistics, S.A.
Attn: SAYE DEVOLUCIONES
C/Mare de Déu de Núria, 13-15
08830 Sant Boi de Llobregat, Barcelona, Spain

Make sure you receive a receipt with a tracking code after shipping your package, so you have proof of shipment. You can check the status of your package on the "Returns" footer section on our website.

When will I receive my refund?

In a normal situation we will refund your return within 14 days of receiving your package. Please allow our warehouse to take more time to process the returns due to workers shortage for COVID-19 sanitary regulations. That's why refund can take more than 14 days, please be patient. You'll receive it once our warehouse has checked the shoe. We always refund the money to the bank account/credit card you used for the order.

DAMAGED SHOES

What if my shoes are damaged when I receive them?

SAYE unconditionally guarantees that all products we manufacture and sell through our webpage must be 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) Write to hello@sayebrand.com from the same mail you did your order.
2) Subject "DAMAGED SAYE+ Your Name".
3) Color and size of the damaged shoe/s.
4) Explain what's wrong.
5) Attach photos of the flaws.

Please note the following limitations:
• We won't accept returned orders if the item has been worn or damaged by the client.
• Only items purchased in SAYES’s webpage 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 an account?

An account makes it faster and easier to place an order. Your address details will be filled in automatically and all your orders can easily be found in one place, invoices included.

How do I create an account?

Enter "My Account" through the user icon in 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 in 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 login 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 support can delete your account whenever you want. Send us an email at hello@sayebrand.com and we’ll take care of it.

PAYMENTS

What are the available payment methods?

PayPal, Visa Card, Google Pay, Apple Pay, MasterCard & American Express

My payment has failed. What should I do?

Did you get the notification ‘Payment failed’ after you went through the payment procedure? There are a few solutions: delete your cookies and cache data, use a different browser or use a different payment method. If this doesn’t solve the problem, please contact our customer service.

Has the purchase amount been deducted from your bank account, yet the website says that the order failed? Please contact our customer services as soon as possible, so we can start processing your order. Please send us a screenshot of the payment and we will send you the shoes.

How can I get an invoice?

Please contact our customer service at hello@sayebrand.com and we will send it to you.

Refunds

We will refund your return within 14 days of receiving your package. We always refund the money to the bank account/credit card you used for the order. If 14 days have passed and you have not received your refund, please send an email to hello@sayebrand.com with your order number and tracking code and we will get back to you as soon as possible.

Do I have to pay import duties in order to receive my order?

If you placed an order from the EU you will not have to pay import duties to receive your order.If you placed an order from outside the EU, there is a possibility that you might have to pay import duties. This depends on the customs laws in your country.

What is VAT?

VAT is Value Added Tax, which are the taxes paid on top of the value from the sale of products or services.Both customers inside and outside the EU pay VAT on their purchases. If you purchase from within the EU the VAT is included in the price of our products. If you purchase from another country, you will have to pay this in the form of our import duties.

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