Shipping
¿Do you have free shipping?
Free shipping applies to orders over 100 USD. Free shipping will be done on FedEx standard ground service. Orders will be processed and shipped during normal business days, Monday through Friday. Address verification may delay the delivery of your order. Please allow an additional 5-10 days for Black Friday and Cyber Monday sales..
¿How can i track my order?
We will send you an email once your order ships with the tracking number. The user can verify the tracking number through the logistics operator's website. You can view the status of your order up to 24 hours after the tracking number is issued.
A few things you should know about shipping:
- Due to COVID-19, order processing may be delayed. Please allow 3-4 business days to process your order.
- Most orders are delivered with standard FedEx shipping. Orders may take 3-5 business days to arrive once thy order is shipped.
- We ship from Monday to Friday.
- We do not ship on Saturdays and Sundays.
- We are unable to make changes to orders once they have been shipped.
- All orders are subject to address verification.
- A direct signature may be required on all orders.
- Please allow an additional 5-10 days for shipping on Black Friday and Cyber Monday sales
¿Can someone other than the order holder receive the shipment?
Yes, the carrier delivers to the address that the buyer indicates at the time of purchase. In case you want to indicate exact data about the delivery, it can be done in the section that you will find at the end of the checkout process, writing to contact@oldsite.sannaofficial.comque encontrará al finalizar el proceso del checkout, escribiendo a contact@sannaofficial.com
¿Is it possible to receive an order on the same day ?
Yes, this service only applies to the city of Barranquilla if the garment is available.
The Express service must be requested between 9 a.m. and 7 p.m. that day, the cost will vary depending on the needs and direction of the service. To request your express delivery, contact contact@sannaofficial.com
If you need a service for the rest of the country with priority delivery, contact contact@oldsite.sannaofficial.com.
Keep in mind that this service can only be requested until 4:00 p.m., and the cost varies depending on the needs, city, and service delivery time.
To request your priority delivery, contact contact@sannaofficial.com, (Check coverage in the city).
Returns
¿What is the exchange, return, or warranty process?
Due to sanitary regulations, dirty, worn, damaged, or washed products will not be accepted. It is SANNA's discretion to decide if the returned garment is accepted for exchange and/or return. If it is determined that a garment does not meet the terms of optimal care and delivery for exchange and/or return, it will be returned at the customer's expense.
The exchange/return conditions apply to domestic shipments. For the approval of changes it must be taken into account:
- All products must have their original labels
- All products must have the original protectors for testing the product (they must not be removed)
- Stickers or quality control verifiers must NOT be removed from the garment. These are reference markers that certify the quality control carried out by SANNA on the product.
- The product must not have been washed or used.
- SANNA will not make money refunds outside of the admitted causes.
¿How long do i have to make a change?
The change must be previously notified in writing to contact@sannaofficial.com. In it, the buyer's name, references to the product to be changed, the reason for which the change is desired, and a description of the change to be made must be indicated.
The products must be in perfect condition and with their respective labels; consult terms and conditions for more information on the details for the change approval.
¿How long do i have to use the warranty?
Cuenta con 30 días calendario a partir de la compra para hacer uso de la garantía del producto.
La solicitud de garantía deberá notificarse previamente de forma escrita al correo contact@sannaofficial.com. DICHA GARANTÍA, NO CUBRE DEFECTOS POR MAL USO, LAVADO, ALMACENAJE O SIMILARES.
Si recibe una prenda dañada o defectuosa, SANNA será responsable del cambio y de todos los costos pertinentes serán asumidos.
El cliente cuenta con 20 días calendario a partir de la notificación de aprobación para hacer efectiva su garantía. Pasado dicho periodo SANNA no se hace responsable por garantías no efectivas por parte del cliente.
¿Where can i change ?
To manage a change, you must send the request to contact@sannaofficial.com
¿Can i ask for a monetary refund?
SANNA only refunds money when the purchased product could not be shipped according to the order specifications (Reference and/or size) or when the shipped product has the quality and/or production defects. To request a refund, an email must be sent to contact@sannaofficial.com stating your request and the reasons for the refund. The product to be returned must be received within a maximum of 7 calendar days at the indicated place after the return has been approved.
SANNA will only refund money if the product meets the expectations displayed on the website. For this, a coupon is issued for the net value of the product, but the shipping cost is not included. Please review our terms and conditions for more information.
¿How long does the money refund take?
Once the refund is approved, please wait 3-5 business days for it to be processed within the payment platform. Refunds are made to the original form of payment. In the case of credit cards, the response times are those given by our payment operator.
¿What do i do if i receive a defective product?
If you receive a damaged or faulty item, please notify us within 5 days of receiving your order and we will exchange the unwashed/unworn item for the same item at no charge.
For any guarantee, the product goes through a review process by the SANNA quality department. If it turns out to be a factory error, SANNA will return the product for the same reference whenever it is available. If the product is sold out for any reason, SANNA will proceed to issue a store credit coupon for the net value of the product. This review may take up to 15 business days from the date of request.