FAQs

How to clean my SAYE

To clean your SAYE sneakers, please follow these steps:

1. Remove the shoelaces and any inserts.
2. Use the soft brush or cloth to gently remove any loose dirt or debris from the surface of the shoes.
3. Spray a bit of our cleaning solution into a clean cloth or soft-bristled brush and gently scrub the shoes.
4. Use a separate cloth dampened with clean water to wipe away any soap residue.
5. Allow the shoes to air dry completely before reinserting the shoelaces and wearing them again.

***Attention: Please refrain from washing your shoes in the washing machine or submerging them in water, as our vegan leather, while durable, is not waterproof. Exposing them to such conditions may result in damage or the loss of key properties.

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Waterproof sneakers

Please keep in mind that our SAYE sneakers are crafted from a vegan leather called napa. This material is slightly more delicate than traditional leather and is best suited for everyday wear, akin to shoes rather than sneakers. For instance, we do not recommend them for sports activities or any direct exposure to water.

Shipping fees

Shipping is free for all orders that include sneakers,Yay!

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, 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

*Please note that due to hygienic reasons, socks and any other accessories cannot be exchanged or refunded.

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Do you ship worldwide?

Unfortunately at the moment our shipping ratio includes the EU and 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.

Don’t worry! Our Logistics Team is currently working on options so that we can get to you soon :)

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How long does delivery take?

After your order's all set and shipped, it usually takes about 2-5 business days if you're in the European Union, and around 3-8 business days for the rest of the countries. 

**During busy times like holidays, these times might vary.

No worries, though – we'll always keep you posted during checkout! Keep an eye on your inbox!

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Can I change my address?

If you need any correction on your order details send us an email as soon as possible and we'll see what we can do. Keep in mind we can only make changes to orders that haven't been processed by our warehouse.

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Do I have to pay customs or import in order to receive my order?

If your order was placed within the EU, you don’t need to worry about customs fees. However, if it's from outside the EU, please note that customs fees may apply depending on your country's laws. Just a heads-up!

*Customs fees will not be covered by SAYE.

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There was an error in my address

You are in charge of providing the correct address details when placing an order. If there happen to be any hiccups with the address—in whole or partially— and we need to send out a second shipment, the shipping fees for the re-delivery would be on you.

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What happens if I reject the order?

If you reject your order because you no longer want to receive it -unaware of customs fees or changed your mind - unfortunately we will need to deduct the return fee from the refund.

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Is your shipping carbon neutral?

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

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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.

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

What is your returns policy?

All unused products can be returned or exchanged within a period of 30 days. We do not accept returns for socks, accessories and cleaning-kit.

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How can I return my sneakers?

To request a return or exchange, click here and follow the instructions. Once a return is requested, it cannot be modified.

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What is the return fee?

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

Portugal, Denmark, Sweden, Finland, Norway, UK, Iceland, Poland, Liechtenstein, Czech Republic, Italy, Hungary, Greece, Cyprus, Malta, Croatia, Bulgaria, Latvia, Lithuania, Romania, Estonia, Slovenia, Slovakia, Bosnia-Herzegovina, Montenegro, Serbia - €15

Canada, Switzerland, Andorra, Monaco, Gibraltar, Israel - €15

United States - €35

Indonesia, Hong Kong, Singapore, Taiwan, South Korea, Malaysia, Japan, China, United Arab Emirates, Qatar, Bahrain, Australia & New Zealand - €40

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Refunds

The refund may take up to 14 days to appear in your account after we receive your package. We always refund the money to the same payment method you used to place the order. 

If after 14 days 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.

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 request a free return here selecting the quality option.

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

*In case that this purchase was made outside of sayebrand.com, please contact the customer care team of that specific Marketplace. 

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I didn't receive the products I ordered

Ooops! If you received an incorrect product or size, please return it through this link so that we can send you the correct ones as soon as possible:

https://www.sayebrand.com/pages/exchanges-returns

Don’t worry! This time shipping will be on us.

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When will you have more stock of my fav SAYE?

Unfortunately we don’t have an exact date of when our products will come back. Make sure to hit that "Notify me when available" button to stay in the loop and take your favorite sneakers as soon as they're back in stock!

In the meantime, you may also explore similar models that might catch your eye:)

What are the available payment methods?

PayPal, Visa Card, Google Pay, Apple Pay, MasterCard, Klarna Payments, Coinbase Wallet, and American Express. 

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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 team attaching a photo of the error message, we will really appreciate it.

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My order has failed. What should I do?

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.

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How can I get an invoice?

Please contact our Customer Care team via email and we will gladly send it to you.

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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.

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.

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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.

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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...).

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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’.

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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.