Client care
Frequently Asked Questions
Clear answers about orders, delivery, returns, sizing and product care.
Shipping & Delivery
Everything you need to know before and after dispatch.
Where does Sarino ship?
We ship to selected international destinations. The countries currently available are shown at checkout, which is always the most accurate confirmation for your address.
When will my order arrive?
Your estimated delivery window is shown at checkout and confirmed again after dispatch. Estimates can be affected by weekends, public holidays, customs processing and local carrier delays.
How are delivery rates calculated?
Available methods, estimated timings and the exact cost are shown at checkout for your destination. A free-delivery threshold applies only when it appears there.
Are duties and import taxes included?
Unless checkout explicitly states that duties and taxes are included, the recipient is responsible for any import charges applied by the destination country.
Orders
Support for changes, tracking and delivery details.
Can I change or cancel an order?
Contact us as soon as possible. We will help when we can, but changes or cancellations cannot be guaranteed once an order has entered processing.
How do I track my order?
Use the tracking link in your dispatch email or visit our Track Your Order page. Tracking can take a short time to update after the carrier first receives the parcel.
What if my delivery address is wrong?
Contact us immediately with your order number and the correct address. We cannot guarantee a change after dispatch, and additional carrier or reshipping costs may apply.
Returns & Refunds
A straightforward process when an item is not right for you.
How long do I have to request a return?
Eligible items may be returned within 30 days of delivery. Please follow the steps on our Returns & Refunds page before sending anything back.
What condition must returned items be in?
Items must be unworn, unwashed and free from marks, scent or damage, with all original tags and packaging intact. Product-specific hygiene restrictions may apply.
Who pays for return shipping?
Unless an item is faulty or incorrect, return shipping is generally arranged and paid by the customer. Use a tracked service and keep proof of postage until your return is completed.
When will I receive my refund?
Approved refunds are sent to the original payment method after inspection. Your bank or payment provider may need additional time before the funds appear.
Products & Sizing
Practical guidance for choosing and caring for your pieces.
How do I choose the right size?
Check the measurements and fit notes on the product page together with our Size Guide. If you are between sizes, contact us with the product name and your usual fit preference.
Will the colour look exactly the same in person?
We aim to show colours accurately, but screens and lighting can create small differences. Product descriptions should be used alongside the images.
How should I care for my purchase?
Always follow the garment care label first. Our Care Guide also includes general advice to help clothing and footwear stay in good condition.
How quickly will Sarino reply?
Our team aims to answer messages within two business days. Replies can take a little longer during launches, promotions and public holidays.