FAQs

How to clean my SAYE

To clean your SAYE sneakers, please follow these steps:

1. Remove the shoelaces and any inserts.
2. Use the soft brush or cloth to gently remove any loose dirt or debris from the surface of the shoes.
3. Spray a bit of our cleaning solution into a clean cloth or soft-bristled brush and gently scrub the shoes.
4. Use a separate cloth dampened with clean water to wipe away any soap residue.
5. Allow the shoes to air dry completely before reinserting the shoelaces and wearing them again.

***Attention: Please refrain from washing your shoes in the washing machine or submerging them in water, as our vegan leather, while durable, is not waterproof. Exposing them to such conditions may result in damage or the loss of key properties.

Waterproof sneakers

Please keep in mind that our SAYE sneakers are crafted from a vegan leather called napa. This material is slightly more delicate than traditional leather and is best suited for everyday wear, akin to shoes rather than sneakers. For instance, we do not recommend them for sports activities or any direct exposure to water.

Shipping Fees

We offer free shipping on all orders containing sneakers. Discounted products not included.

For orders that don’t qualify for free shipping, the following shipping fees apply:

Germany – 5 €

Poland, Austria, Netherlands, Belgium, Spain, France, Italy, Denmark – 10 €

Luxembourg, Ireland, Romania, Czech Republic, Slovenia, Slovakia, Hungary, Sweden, Lithuania, Portugal, Bulgaria – 15 €

United States – 15 $

United Kingdom – 18 £

Finland, Estonia, Norway, Greece, Croatia, Cyprus – 20 €

Switzerland – 25 €

Hong Kong, Singapore, Japan, Taiwan, South Korea, Canada, Malta – 30 €

United Arab Emirates, Australia, New Zealand – 35 €

Bahrain, China, Malaysia, Indonesia - €40

We currently work with multiple shipping partners, your carrier may vary depending on your delivery country. We add all tracking information to your confirmation email and you can see our carrier options at checkout.

⚠️ Important Customs & Duties Information

For the United Kingdom and United States:

All product prices already include VAT and duties. If you are unexpectedly asked by your country’s customs authorities to pay any additional fees upon delivery, please contact our Customer Care team immediately and provide any documents as well as photos or screenshots of the request you received from the authorities. This will help us assist you and resolve the issue as quickly as possible.

For all other international shipments (outside the European Union):

Orders shipped internationally may be subject to additional import duties, taxes, or customs charges determined by the destination country. These costs are beyond our control and are the responsibility of the recipient.

Please note:

If you are contacted by your local customs office, you are required to complete any necessary payment or paperwork to ensure successful delivery.

If you choose to reject the order due to customs charges, We Are Wado S.L. will not cover any costs associated with the return. Any expenses incurred — including outgoing shipping, return shipping, customs fees, and administrative charges — will be deducted from your refund.

We Are Wado S.L. is not responsible for delivery failures caused by incorrect, incomplete, or false shipping details provided by the customer, repeated absence during delivery attempts, or delays caused by customs procedures.

Delivery times provided on our website are estimated and not guaranteed, as customs clearance and carrier times vary by country.

Do you ship worldwide?

Unfortunately at the moment our shipping ratio includes the EU and the countries on the list above.

If at this time we do not ship to your country, we might be stocked at your favorite stores, make sure to check out our stockists worldwide.

And don’t worry! Our Logistics Team is currently working on options so that we can get to you soon.

Do I have to pay customs or import in order to receive my order?

If your order was placed within the EU, you don’t need to worry about customs fees. However, if it's from outside the EU, please note that customs fees may apply depending on your country's laws. Just a heads-up!

*Customs fees will not be covered by SAYE. Please refer to Shipping Fees for more information.

How long does delivery take?

After your order's all set and shipped, it usually takes about 2-5 business days if you're in the European Union, and around 3-8 business days for the rest of the countries. 

**During busy times like holidays, these times might vary.

No worries, though – we'll always keep you posted during checkout! Keep an eye on your inbox!

Can I change my address?

Unfortunately, once your order has been placed, it cannot be modified or cancelled from our side.

You will receive all the information regarding shipment tracking once your order has been dispatched. In case you need to make a change to the delivery address or date, please contact the carrier directly through the links provided in your shipment confirmation email.

There was an error in my address

You are in charge of providing the correct address details when placing an order. If there happen to be any hiccups with the address—in whole or partially— and we need to send out a second shipment, the shipping fees for the re-delivery would be on you.

What happens if I reject the order?

If you reject your order because you no longer want to receive it - unaware of customs fees or changed your mind - unfortunately we will need to deduct the return fee from the refund.

Can I change or cancel my order?

Unfortunately, once your order has been placed, it cannot be modified or cancelled from our side.

You will receive all the information regarding shipment tracking once your order has been dispatched. In case you need to make a change to the delivery address or date, please contact the carrier directly through the links provided in your 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 team.

What is the current status of my order?

We know how exciting it is to receive your SAYE, so we want to make it as simple as possible to track your order every step of the way!

After placing your order, you’ll receive a confirmation email letting you know we’ve received it. We’ll then start preparing your order, which usually takes 24 to 48 working hours — please note this may take a little longer during holiday seasons.

Once your order has been carefully packed and shipped, you’ll receive a shipping confirmation email from us with a tracking link from the courier. This makes it easy for you to follow your order in real time and stay up to date on its journey.

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

If your order includes multiple items and one is currently out of stock, we’ll usually send the items that are available first. The remaining item will be shipped as soon as it’s back in stock. 

Our Customer Care team will also reach out to you to find the best solution, so you don’t have to wait longer than necessary for your order. 

For pre-order items, this will always be clearly indicated on the website, and at checkout you’ll see the scheduled shipping date. Please keep this in mind when placing your order.

We appreciate your patience and are here to make sure you get your SAYE products as smoothly as possible!

I wasn't home during delivery attempt.

If you were not at home when a delivery attempt was made, our delivery partner will usually:

• Send you a notification email with information about the next steps.
• Leave a delivery notice in your mailbox with details on how to collect your package.

Depending on the service in your country, your order may be:

• Automatically scheduled for a new delivery attempt, or
• Redirected to a nearby pickup location (such as a collection point or parcel shop), where you can collect it at your convenience.

Please follow the instructions provided in the carrier email or on the delivery notice to arrange collection or reschedule delivery.

If you do not receive any notification within a few days, we recommend contacting the local delivery service with your tracking number for assistance.

What is your returns policy?

All unused products can be returned or exchanged within a period of 30 days. We do not accept returns for socks, accessories and cleaning-kit.

How can I return my sneakers?

To request a return or exchange, click here and follow the instructions.

Once a return is requested, you’ll receive an email with the return shipping label and step-by-step instructions on how to return the shoes. Please note that the return label can take between 24 to 48 business hours to arrive, keep an eye on your inbox (and spam folder, just in case). We appreciate your patience during this process!

Just a heads-up: once a return or exchange request is submitted, it can not be changed, so please double-check the details when submitting your request.

What is the return fee?

If you wish to request a refund to your original payment method, take into consideration that return shipping costs will be deducted from the total refunded amount.

The following return shipping costs may apply: 

Germany - 5 €

Luxembourg, Ireland, Finland, Estonia, Austria, Netherlands, Belgium, Romania, Slovenia, Slovakia, Hungary, Croatia - 10 €

Norway, Poland, Spain, France, Italy, Denmark, Sweden, Lithuania, Portugal, Bulgaria, Cyprus - 15 €

United Kingdom - 15 £

Switzerland, Czech Republic, Greece - 20 €

Hong Kong, Singapore, Japan, Taiwan, South Korea, Canada, Malta - 30 €

United States - 35 $

United Arab Emirates, Australia - 35 €

Bahrain, China, Malaysia, Indonesia - 40 €

Exchanges

Need a different size or prefer another model? No problem — your first exchange is totally free.

You’ve got 30 days from the delivery date to request it. Just make sure your pair is unworn, in perfect condition, and returned in its original box.

Once we receive your sneakers, we’ll send the new ones at no extra cost. Easy as that.

To get started, head to our Return & Exchange Portal

Refunds

The refund may take up to 14 days to appear in your account after we receive your package. We always refund the money to the same payment method you used to place the order. 

If after 14 days 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.

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 request a free return here selecting the quality option.

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

*In case that this purchase was made outside of sayebrand.com, please contact the customer care team of that specific Marketplace. 

I didn't receive the products I ordered

Oops! We’re really sorry about that. If you received the wrong product or size, please follow the return process through our return and exchanges portal so we can send you the correct items as quickly as possible.

Don’t worry—this time, shipping is on us! We want to make sure you get the right pair without any hassle.

When will you have more stock of my fav SAYE?

Unfortunately we don’t have an exact date of when our products will come back. Make sure to hit that "Notify me when available" button to stay in the loop and take your favorite sneakers as soon as they're back in stock!

In the meantime, you may also explore similar models that might catch your eye:)

What are the available payment methods?

PayPal, Visa Card, Google Pay, Apple Pay, MasterCard, Klarna Payments, Coinbase Wallet, and American Express. 

I subscribed to the newsletter but didn't receive my 10% off code. What should I do?

Thank you for signing up for our newsletter!

If you didn’t receive your 10% off code, it’s usually because the marketing communications weren’t accepted when subscribing. To make sure you get the code in your inbox, please double-check that you’ve opted in to receive marketing emails from us.

Once you’ve confirmed your subscription preferences, the code should arrive shortly. Don’t forget to also check your spam or promotions folder, just in case it landed there.

We’re excited to have you as part of the SAYE community, and we can’t wait for you to use your 10% off on your next pair of shoes!

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 team attaching a photo of the error message. This will allow us to review it internally and find a solution as quickly as possible.

My order has failed. What should I do?

Has the purchase amount been deducted from your bank account, yet the website says that the order failed? Sometimes, when there are issues with the payment, your financial institution will place a hold on the amount that is released between 1 to 2 business days.

If after 2 business days the amount charged is not back to your account, contact our Customer Care team and include a screenshot where we can clearly see the charge and the transaction ID. This will allow us to review it internally and find a solution as quickly as possible.

How can I get an invoice?

Please contact our Customer Care team via email and we will gladly send it to you.

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.

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.

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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.

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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...).

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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’.

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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.