FAQs

Size & Fit

How to choose my SAYE size?
On each product page of our e-shop, you will find a link called ‘SIZE GUIDE’. Click on that link to reveal a size guide and determine your recommended size.

Shippings

Shipping is free for all orders containing sneakers.

For orders that do not contain any pair of sneakers, the following shipping costs can apply: 

Austria, Belgium, France, Spain, Luxembourg, Germany, Netherlands - €10

Denmark, Sweden, Finland, Czech Republic, Italy, Croatia, Slovenia, Slovakia, Monaco, Andorra - €15

Hungary, Poland, Cyprus, Malta, Greece, Ireland, Liechtenstein, Portugal, Bulgaria, Latvia, Lithuania, Romania, Estonia - €20

Switzerland & UK - €20

Norway, Iceland, Bosnia-Herzegovina, Gibraltar, Montenegro, Israel, Serbia - €25

USA & Canada - €30

Indonesia, Hong Kong, Singapore, Taiwan, South Korea, Malaysia, Japan, China - €30

United Arab Emirates, Qatar, Bahrain - €30

Australia & New Zealand - €30

We make sure to provide the best service through our logistic partners DHL Express, DHL Paket and UPS.

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Do you ship Worldwide?

Unfortunately at the moment our shipping ratio includes the countries on the list above.

If at this time we do not ship to your country, we might be stocked at your favorite stores, make sure to check out our stockists worldwide. 

We will continue working to make sure to get to you very soon! 

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Do I have to pay customs or import duties?

If you placed an order within the EU, you will not have to pay custom fees to receive your order. If you placed an order from outside the EU, it is possible that you need to pay custom fees. This depends on the customs laws in your country.

Customs fees will not be covered by SAYE.

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Do you offer express shipping?

We offer express shipping for some European countries. You can select this option, if available, before completing your purchase. You will see the exact price before the payment. 

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Is your shipping carbon neutral?

Yes, it is! We neutralize our carbon imprint for both standard and express shipping services.

Errors in addresses
The client is responsible for the veracity of the address information provided. In the event that there is an error in the address —in whole or partially— and a second shipment is required, the customer will be responsible for the shipping cost that a second delivery may incur.

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How long will the delivery take?

Once your order has been processed and shipped, transit time can vary from 2-5 business days within the European Union and 3-8 business days outside of the European Union. Specific lead times are stated during checkout.

During high demand seasons these lead times may vary.

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IMPORTANT:

International shipments to countries outside the European Union may incur additional import, customs or customs duties that are beyond our control. We Are Wado S.L. will not assume any total or partial cost derived from these expenses. In case of a request from the customs of your country, if you do not agree with the customs costs, and you decide to reject the order, we will deduct all the costs incurred from the amount to be returned (outgoing costs, return costs and management or administrative costs incurred by the transport company).We Are Wado S.L. assumes no responsibility when the delivery of the goods does not take place as a result of the data provided by the customer being false, incomplete or incorrect, as well as the continued absence of the customer or the retention of the product in customs. However, whenever we are able to detect the error, we will contact you immediately.In no case are the delivery times indicated a guarantee of delivery.

My order

Can I change or cancel my order?

We do not guarantee that a change or a cancellation can be made. We work around the clock in order to ensure the quickest delivery.

Please contact our Customer Care team immediately in case you need to modify your order so we can check the status of your order and modify it if possible. Unfortunately, once your order is dispatched from our warehouse, it cannot be modified or cancelled from our side.

We provide all the information regadarding shipment tracking. In case you need a change on the delivery address or date please contact directly the carrier through the links provided on the shipment confirmation email.

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I have not received an order confirmation.

It can take up to two hours to receive the confirmation email after you place your order —check your spam inbox just in case it went there! If the payment has been processed but you still haven’t received a confirmation after these two hours, please get in touch with our Customer Care.

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What is the current status of my order?

You will receive a confirmation email after placing your order. We will then start to arrange it, it usually takes from 24 to 48 working hours. This time period may be extended during holiday seasons.

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I have ordered several items and one is out of stock or in pre order. When will I receive it?

In the event that the order contains more than one product and one of them is out of stock or in pre-order, the products will be shipped together when the item is back in stock.

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When will I receive my tracking number?

Every time a package is sent, the courier service notifies the shipping state by email. Check your spam inbox 24 h after you have placed your order in case you have not received any email yet.

*For orders placed on Friday, you will receive your tracking number on Monday or Tuesday.

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I wasn't home during delivery attempt.

If you were not home during the delivery attempt, UPS should have sent you a notification email and should have left you a note in your mailbox including information about the nearest UPS Access Point, where you will be able to collect your package.

UPS Access Points
Find your nearest Acces Point here

Exchanges & Returns

I didn't receive the products I ordered.
If you haven't received a SAYE product you ordered, please contact customer service and we'll take care of it as quickly as possible.

What is your returns & refunds policy?
All unused products can be returned within 30 days, except for socks, accessories and cleaning kit. You have 3 options: Refund, Exchange and Store Credit.

How can I return my sneakers?
To request a return or exchange, click here and follow the instructions. Once the return process begins, it cannot be modified.

If you wish to request a refund to your original payment method, take into consideration that return shipping costs will be deducted from the total refunded amount.

The following return shipping costs may apply: 

Austria, Belgium, France, Spain, Luxembourg, Germany, Netherlands - €10

Denmark, Sweden, Finland, Czech Republic, Italy, Croatia, Slovenia, Slovakia, Monaco, Andorra - €15

Hungary, Poland, Cyprus, Malta, Greece, Ireland, Liechtenstein, Portugal, Bulgaria, Latvia, Lithuania, Romania, Estonia - €25

Switzerland & UK - €25

Norway, Iceland, Bosnia-Herzegovina, Gibraltar, Montenegro, Israel, Serbia - €25

USA & Canada - €35

Indonesia, Hong Kong, Singapore, Taiwan, South Korea, Malaysia, Japan, China - €40

United Arab Emirates, Qatar, Bahrain - €40

Australia & New Zealand - €40

Can I exchange the products?
You have up to 30 days to exchange your SAYE sneakers, clothing, caps, and tote bags.

*Due to hygienic reasons, socks cannot be exchanged. Cleaning kits cannot be exchanged or refunded.

The following exchange fees apply:

Austria, Belgium, France, Spain, Luxembourg, Germany, Netherlands - €5

Denmark, Sweden, Finland, Czech Republic, Italy, Croatia, Slovenia, Slovakia, Monaco, Andorra - €10

Hungary, Poland, Cyprus, Malta, Greece, Ireland, Liechtenstein, Portugal, Bulgaria, Latvia, Lithuania, Romania, Estonia - €15

Switzerland & UK - €15

Norway, Iceland, Bosnia-Herzegovina, Gibraltar, Montenegro, Israel, Serbia - €15

USA & Canada - €25

Indonesia, Hong Kong, Singapore, Taiwan, South Korea, Malaysia, Japan, China - €25

United Arab Emirates, Qatar, Bahrain - €25

Australia & New Zealand - €25

Exchange fees cover the restocking and handling of the goods. 

When will I receive my refund?
We will process your refund within 14 days after receiving your returned package. We will refund the amount to your chosen payment method.

Damaged items

What if my products are damaged?
SAYE guarantees that all products we manufacture and sell on our website are free from defects of workmanship. If one of our products is not in perfect conditions, please contact our Customer Care team.

That's it! We will get back to you as soon as possible with further instructions.

My account

What are the advantages of having a SAYE account?
Having an account on our website eases the process to place your order. Your personal details will be filled in automatically on the form. In addition, all your orders will be stored together, invoices included.

How do I create an account?
Enter ‘My Account’ through the user icon on the upper right corner of your screen. Once you have accessed, click ‘Sign up’ in order to register.

How can I change my account details?
Enter ‘My Account’ through the user icon on the upper right corner of your screen. Once you have accessed, you can modify all your data (name, address...).

Is it possible to place an order without an account?
Of course! In the first phase of the checkout you have the option to log in to your account. If you’d prefer not to create an account, you can place an order as a ‘New Customer’.

How can I delete my account?
Our customer care team can delete your account whenever you want. Contact us and we’ll take care of it.

Payments

What are the available payment methods?
PayPal, Visa Card, Google Pay, Apple Pay, MasterCard, Klarna Payments, Coinbase Wallet, and American Express.

My payment has failed. What should I do?
Did you get a ‘Payment failed’ notification after you went through the payment gateway? There are a few solutions: delete your cookies and cache data, use a different browser or use a different payment method. If these solutions haven’t worked, please contact our Customer Care.

Has the purchase amount been deducted from your bank account, yet the website says that the order failed?
If this happens, in the next few hours the money should automatically return to your account.

How can I get an invoice?
Please contact our Customer Care team and we will send it to you.

Refunds
We will refund your return within 14 days after receiving your package. We always refund the money to the same payment method you used to place the order. If 14 days have passed and you still have not received your refund, please contact us indicating your order number and tracking code and we will get back to you as soon as possible.

Do I have to pay custom fees in order to receive my order?
If you placed an order within the EU, you will not have to pay custom fees to receive your order. If you placed an order from outside the EU, it is possible that you need to pay custom fees.

Custom fees are not covered by SAYE.

What is VAT?
VAT stands for Value Added Tax, which are the charges paid on top of the value from the sale of products or services. All customers inside and outside the EU pay VAT on their purchases. If you purchase within the EU, VAT is included in the price of our products. If you purchase from outside the EU, you will have to pay the equivalent to VAT in the form of custom fees.