You may return an item or exchange it in store (IN-STORE EXCHANGES ARE NOT AVAILABLE FOR PRODUCTS PURCHASED FROM THE OUTLET SECTION) within 14 days of receiving your order. Return shipping costs are your responsibility.
Returned items must be intact and in the same condition in which they were received, complete with tags, labels and, where possible, their original packaging. Shoes must always be returned in their original box. To arrange an exchange, please contact your nearest store to check availability.
If an item is damaged, please contact customer service or report the issue by email, including photos, within 24 hours of receiving the product.
To exercise your right of withdrawal, you can use the online withdrawal function available directly in your account, on your orders page. After submitting your request, you will receive an email confirmation shortly.
Alternatively, you can contact us via WhatsApp at +39 375 740 67 54.
Your refund will be issued within 14 days of receipt of your withdrawal request, using the same payment method used for your purchase.
Our warehouse will receive the returned products and reserves the right to inspect their condition. Once the return has been approved, you will receive a “Return Accepted” confirmation and your refund will be processed. The amount paid will be credited back to the same payment method you used for your purchase. The refund will be issued within 3–7 business days of the date the return is accepted, with a deduction for shipping costs.
Refund processing times may vary depending on your card issuer. You may choose to return the product using a carrier other than the one specified, at your own expense. Sartoria Gray cannot be held responsible for loss or delivery to an incorrect address, insofar as the risks associated with transport arranged by the Buyer are borne by the Buyer. For a refund on a cash-on-delivery order, you will need to contact customer support.
Returns and Exchanges at One of Our Stores
You may exchange an online purchase at one of our stores, subject to checking the availability of the replacement item in store (IN-STORE EXCHANGES ARE NOT AVAILABLE FOR PRODUCTS PURCHASED FROM THE OUTLET SECTION).
You may exchange your purchase for the same item in a different size or for a different variant of equal or higher value.
Please note: in-store returns for a refund or store credit are not permitted under any circumstances.
To exercise your right of withdrawal, you can use the online withdrawal function available directly in your account, on your orders page. After submitting your request, you will receive an email confirmation shortly.
Alternatively, you can contact us via WhatsApp at +39 375 740 67 54.
Your refund will be issued within 14 days of receipt of your withdrawal request, using the same payment method used for your purchase.
