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FAQS

Below FAQS are some common concerns of our clients before purchasing items, if you have other questions, please just send it to support@sanpella.cc

How can I place an order?
You can first create an account and start shopping by putting your choices into the cart. You could also place the order as a guest, but signing up first is better! You can enjoy several benefits by having an account:

-See all your orders and review your previous purchases.
-Receive notifications about new releases or restocks of products.
-Easily manage your details, preferences, email address and the status of your orders.

I am already a customer of yours, how can I place an order?
Simply log into your ACCOUNT and start picking your favorites.

I have placed an order, but I have never logged into my account, I don't know the password.

Please check follow guide: https://sanpella.cc/page/how-to-change-password

I forgot my password. What should I do?
If you have forgotten your password, you can go to LOGIN PAGE by clicking on "Forgot your password?" button and follow the simple steps to change it. please visit our full guide

Can I place an order by phone?
Sorry for inconvenience, It is not possible to place an order by phone but there is a Live Chat to interact directly with our Customer Care and get further help before placing your order. You also can eamil us: support@sanpella.cc

Cancel Order
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must CONTACT US within 12 hours.
Once the packaging and shipping process has started, it can no longer be canceled. You have to return it to us for refund.

Order Confirmation
You will receive a payment confirmation email and the purchase invoice, if you don't find it, please check the junk and spam folder. If you have any issue in processing your payment, or if you are not sure whether your payment was successful, please contact us:support@sanpella.cc

Can I request a customization of any of your products?
Yes, we can offer a customization of part of our products. The customization of clothing in design(add logo or Team name) Please submit such requests via email to support@sanpella.cc

Can I return an item if I choose the wrong size?
Yes absolutely! We offer a no questions asked returns. For the full returns process, Please click here, then submit your request, we will give you all instructions

Shipping rates and delivery times
We offer two different shipping method: STANDARD SHIPPING and EXPRESS SHIPPING. If you want to learn more, please visit our full Shipping Policy

How are shipping costs calculated?
We offer free shipping for main countries, if you want to learn about it, please click here. On the rare occasion you do not live in a free shipping zone, we will contact you directly before processing the order.

How do I change my delivery address?
Contact us at support@sanpella.cc as soon as possible. We can change the delivery address before ships it out. It is very important to use a valid and correct shipping address where someone can be present to receive the merchandise.

How do I track the progress of my order?
You can check the status of your order by logging directly into your ACCOUNT and clicking on “ Orders” and you will be able to verify in real time the progress of your request. The system is constantly updated.

Where can I find the shipping confirmation email?
You will automatically receive a shipping confirmation email once your order ships that contain your tracking information as well as updates as your orders tracking status changes, so please ensure to use a valid and correct email address. If you do not receive this email, and it is not present in your inbox, please check in your junk or spam. In case you do not find it there either, please contact customer service at support@sanpella.cc in order to ask for an extra copy.

If you haven’t received tracking info within 5 days, please contact us via our contact page.

Why my tracking says “no information available at the moment or pending”
This is normal. For most shipping companies, it will take between 1-3 business days for the tracking information to update on their system. If your order was dispatched more than five business days ago and there is still no information on your tracking number, please contact us and we will chase it up for you.

How to return or exchange item(s)?
We strive to develop and produce the highest quality products possible, If for any reason you would like to exchange your product, perhaps for a different size or colour, If you want to return&exchange the item(s) please go to Returns Center , then submit your request, we will give you all instructions. View full Return Policy

When can I receive refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

How do I make a payment?
The payment is due at the time of the purchase and confirmation of your order. You can pay directly from our website by credit card, Paypal. Your credit card will be charged at the order confirmation.

My payment has not been successful. Why?
Make sure the information you entered are correct, that your credit card has enough availability to cover the amount of the purchase and that your card has not expired. We inform you that we do not accept payments made by cash or debit cards.

Where can I find the order confirmation email?
As soon as you place an order, you will receive a confirmation email to the email address used for the registration. The email contains all the details of your order, so please ensure to use a valid and correct email address. If you do not receive this email, and it is not present in your inbox, please check in your junk or spam.

 

Unable to find satisfactory answers ? Contact Support