Ordering
When will my order be processed?
We aim to prepare orders within 1–3 business days after payment confirmation. Busy periods and public holidays may take longer.
Can I change or cancel my order?
Contact Client Services immediately. We will try to help, but changes cannot be guaranteed once processing or dispatch has started.
What payment methods do you accept?
The secure payment methods currently available for your destination are displayed at checkout. Availability can change by country, currency and device.
Why was my order cancelled?
An order may be cancelled if payment cannot be authorised, information is incomplete, stock is unavailable or fraud or misuse is reasonably suspected. Any captured payment for a cancelled order will be returned.
Delivery
Where do you deliver?
Sarino ships to selected international destinations. Enter your address at checkout to see whether delivery is available and which options apply.
How much is delivery?
Standard delivery is complimentary on qualifying orders over €75 where shown at checkout. All applicable delivery costs are displayed before payment.
How can I track my order?
Use the link in your dispatch email. Carrier scans can take up to 48 hours to appear after dispatch.
Will I pay import duties or taxes?
Depending on the destination, duties, local taxes or clearance charges may apply. If they are not collected at checkout, the carrier or local authority may charge the recipient.
My parcel is delayed—what should I do?
Check the latest tracking first. If the estimated window has passed or tracking has not updated for an extended period, contact Client Services with your order number.
Returns and products
What is your return window?
You may request a voluntary return within 30 days after delivery, subject to the conditions in our Returns & Refunds page.
How do I start a return?
Contact Client Services with your order number and the item you wish to return. Do not send an item before receiving instructions.
Do you offer exchanges?
We do not guarantee direct exchanges. The quickest option is normally to return the original item and place a new order for the preferred size or style.
When will I receive my refund?
Approved refunds are issued to the original payment method after inspection. We aim to process them within 10 business days, after which your bank may need additional time.
What if my item is damaged, faulty or incorrect?
Contact us promptly with your order number and clear photos. We will assess the issue and provide an appropriate remedy without limiting mandatory consumer rights.
How do I choose the right size?
Check the product information and our Size Guide. Contact Client Services with your measurements if you need additional guidance.
How should I care for my purchase?
Always follow the product's care label first. Our Care Guide provides additional general advice.
Contact
How quickly will you reply?
We aim to respond within two business days. Replies may take slightly longer during launches, promotions and public holidays.