Returns Policy

Would you like to return an item? No problem at all, here at Sanae we aim to ensure that you love the unique bags that we have sourced for you.  If for any reason you wish to return your order or a portion of it, please notify us within 14 days of receiving your order. The cost of a return courier is the customers responsibility. Please note we recommend tracked parcels, signature required as we are unable to cover lost or stolen parcels.

Exchanges
We are happy to exchange your purchase for another more suitable or preferred item. Please let us know you intend to exchange the item within 14 days from purchase. You must make the exchange within 14 days from delivery date.
The process for exchanges requires a full refund, and then a purchase of the new item. Our friendly staff in-store will be able to assist you with this process.

Anything that you have purchased online that you don’t love can be exchanged or returned, with the exception of sale items. You have 14 calendar days to return any items that you have purchased online. All we ask is that you return it in the original condition, and that you carefully package it for the return postage. You will need to include proof of purchase. There are no refunds, exchanges or credit notes on sale items. If you return a sale item to us, it will need to be shipped back to you at your own expense. Sanae is not responsible for the loss of items being returned, we recommend that you use a traceable delivery method and note down your tracking number.

Sale or Marked Down items that will be staying at the discounted price cannot be returned. Items that have been discounted due to a temporary promotion and will be returning to full price, can be returned.

Returns 
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Non-returnable items: 
- Gift cards 

To complete your return, we require a receipt or proof of purchase. 

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 14 days after delivery 

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to arrange this. 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.