Refund policy

We hope you love your Sapfo piece. If something isn't quite right, you can find information about returns, refunds and your right of withdrawal below.

RIGHT OF WITHDRAWAL & RETURNS

If you are purchasing as a consumer, you have the right to withdraw from your online purchase within 14 days of receiving your order, without having to give a reason.

This applies to eligible Ready to Ship and Crafted to Order pieces, including eligible items purchased at a discounted price.

To exercise your right of withdrawal, please inform us of your decision within the 14-day period. You can initiate your return through our Contact form or use the withdrawal method provided on our website.

Once you have informed us of your decision to withdraw, the item must be sent back without undue delay and no later than 14 days from the date on which you notified us.

Return instructions will be provided after we receive your request.

RETURN SHIPPING

For returns made because you have changed your mind, the direct cost of returning the item is your responsibility.

We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been completed.

If an item is faulty, damaged or incorrect, please see the relevant section below before sending it back.

CONDITION OF RETURNED ITEMS

You are welcome to inspect your Sapfo piece as you reasonably would when purchasing an item in person.

Please handle the item carefully and, where possible, return it with its dust bag, packaging and any accompanying items.

You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

REFUNDS

Once you exercise a valid right of withdrawal, we will reimburse the payments due to you, including the cost of our least expensive standard delivery option where required by applicable law.

If you chose a delivery method that was more expensive than our standard delivery option, the additional delivery cost is not refundable.

Refunds will be made using the same payment method used for the original purchase, unless otherwise expressly agreed.

We will process the reimbursement without undue delay and no later than 14 days from the date you inform us of your decision to withdraw.

For returned goods, we may withhold the refund until we have received the item back or you have provided evidence that it has been sent back, whichever occurs first.

Please note that your bank or payment provider may require additional time to make the refunded amount visible in your account.

CRAFTED TO ORDER

Our Crafted to Order pieces are standard Sapfo designs that are individually made after an order is placed.

The fact that a piece is Crafted to Order does not, by itself, exclude it from the statutory right of withdrawal. Eligible Crafted-to-Order pieces can therefore be returned under the same conditions described above.

CUSTOM & PERSONALISED PIECES

Pieces made specifically according to your individual specifications or clearly personalised may not be eligible for the statutory right of withdrawal, where the applicable legal exception applies.

Where a custom or personalised piece is not eligible for withdrawal, this will be made clear to you before your order is confirmed.

This exception does not affect your statutory rights if the product is faulty or does not conform to what was agreed.

SALE ITEMS

Purchasing an item at a reduced or promotional price does not, by itself, remove any statutory right of withdrawal that applies to your purchase.

Eligible sale items can therefore be returned under the same conditions described in this policy.

THE ARCHIVE

The Archive may include samples, prototypes, discontinued pieces and pieces offered at a reduced price because of specific imperfections or characteristics.

Where an Archive piece has a known imperfection or differs in a particular way from our usual product standard, this will be clearly disclosed on the relevant product page before purchase and, where appropriate, shown in the product photographs.

The reduced price may reflect these disclosed characteristics.

Purchasing an item from The Archive does not, by itself, exclude an otherwise applicable statutory right of withdrawal.

A characteristic or imperfection that was specifically disclosed and expressly accepted before purchase will be treated in accordance with applicable consumer law.

EXCHANGES

We do not currently offer direct exchanges.

If you would prefer another colour, size or design, you can return an eligible item in accordance with this policy and place a new order separately.

This allows you to secure the piece you want without waiting for your original return to be processed.

FAULTY, DAMAGED OR INCORRECT ITEMS

If you receive an incorrect item, or if you believe your piece is faulty or has been damaged during delivery, please contact us through our Contact form as soon as possible and provide details of the issue.

Photographs may help us assess and resolve the issue more quickly.

Please do not return a faulty, damaged or incorrect item before contacting us, as we may need to provide specific return instructions.

Where a product is faulty, damaged, incorrect or otherwise not as described, your rights and the available remedies are governed by applicable consumer protection law. You will not be required to bear return or shipping costs where these must legally be covered by us.

Natural variations in leather, such as differences in grain, texture, colour or natural markings, and minor variations resulting from the handmade process are not in themselves considered faults.

For Archive pieces, specifically disclosed and accepted characteristics or imperfections are treated as described in The Archive section above.

HOW TO START A RETURN

To start a return:

Contact us through our Contact form within the applicable 14-day withdrawal period.
Include your name, order number and a clear statement that you wish to withdraw from your purchase.
We will provide you with the necessary return instructions.
Send the item back within 14 days of notifying us of your withdrawal.

Please do not send returns without the necessary information identifying your order.

You may also exercise your right of withdrawal using any other method made available on our website in accordance with applicable law.

QUESTIONS?

If you have any questions about a return, refund or problem with your order, please get in touch through our Contact form.