Frequently Asked Questions
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You can email us by completing the contact form, direct message via Instagram, or our email: info@snxstudio.com
We will respond to your email as soon as possible from Monday to Friday, from 8.00 am to 5.00 pm (GMT), excluding bank holidays.
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Check out
You can complete your purchase on snxstudio.com by logging in to your account or continuing as a guest.
You can use your account to log from all the Countries listed on site.
Please make sure you are logging in from the same country you would like to ship to.
By creating an account on the Jil Sander website you can easily access your order details and speed up the checkout process.
Our customer service is available from Monday to Friday, 8.00 am to 5.00 pm (GMT), excluding bank holidays.
You can contact us via e-mail by completing the form you will find in the Contact us section, direct message via Instagram, or send an email to our official email address.
Cancel / change an order
If you wish to cancel or change your order, please contact us within a few minutes of placing your order via e-mail by completing the form located in the Contact Us section, direct message via Instagram, or email info@snxstudio.com
Please reference your order number and the item when contacting us to cancel or change an order.
Unfortunately, once we begin processing your order, you will no longer be able to cancel or change it.
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Pre-ordering allows you to purchase an item that is not yet available in stock.
An estimated delivery date is indicated on the product page of all pre-order items.
This date may be subject to change due to production reasons.
- For orders containing both currently available and pre-order items the products will be shipped separately, but you will only be charged once for shipping.
- For orders containing pre-order items only that have different delivery dates, items will be shipped together on the latest estimated delivery date.
-Payment for pre-order items: full payment will be charged before production. Once the payment is received, you will receive a confirmation email, and the production will start.
You will receive a confirmation e-mail as soon as your package has been shipped.
Please note: Pre-ordered customised items will not be eligible for exchange or return. You will be able to cancel your order before receiving your confirmation email. If you would like to cancel your order after receiving your confirmation for production before shipping, 50% of the total amount you have been charged will be return to the card of payment.
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Payment methods
SNXSTUDIO accepts the following payment methods: Visa, Mastercard, American Express, Bancontact, iDEAL, SOFORT, WeChat Pay, Giropay, SEPA Direct Debit, Alipay.
Payment Charges
Payment is usually processed in two steps:
- Authorisation: the customer's payment details are verified and the order amount is reserved
- Acquisition: the reserved amount is transferred from the customer’s account to the Jil Sander account
By default, payments are captured immediately after authorisation.
The payment will appear on your statement as SNX STUDIO
Refunds
Once we have received your return at our warehouse and checked that it is eligible for a refund, you will receive a confirmation e-mail.
Your refund will be issued on the same day as confirmation.
The refund will be issued through our payment gateway upon receiving the return confirmation e-mail and will take up to 7 working days to process.
How long it takes for the credit to show on your account will depend on your credit card issuer.
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Express shipping
Estimated delivery time and rate:
UK express shipping with delivery in 1-3 working days: £13.00,
Free shipping for order over £300.
EU express shipping with delivery in 3-5 working days: £18.00
Free shipping for orders over £350
Rest of the world express shipping with delivery in 6-10 working days: £25.00
Free shipping for orders over £400
Please order early for holidays gifts to ensure it arrives in time (Christmas, Mother’s Day, etc).
You will receive a tracking number as soon as your parcel has shipped. You will be able to track your package via tracking number on your order.
Deliveries will be completed during business hours from Monday to Friday, excluding weekends and public holidays.
If the parcel is not deliverable on the first attempt, the courier will attempt to deliver it another two times.
If you would like to receive more information regarding your shipment, you can contact us via Contact Us form or emails.
Unfortunately, it is not possible to choose a specific date and time of delivery.
You can contact courier directly to find out if it is possible to request a specific delivery date.
Shipping is DDU (delivered duty unpaid) for all countries requiring custom taxes, except for United Kingdom.
SNXSTUDIO ships to 37 countries, get in touch with us via Contact Us form or email, if you want to check if we deliver to your location.
Ship to multiple locations:
It is not currently possible to deliver an order to more than one address.
If you wish to ship to two or more different addresses, please place a separate order for each destination.
Shipping to P.O. boxes and general delivery:
We are currently unable to ship orders to general delivery and P.O. boxes.
Orders placed for these types of address will be cancelled automatically.
Signature on delivery:
For security reasons, all purchases made on SNXSTDUIO.com will require the customer, or a delegate over the age of 18, to sign for delivery.
If delivery is unsuccessful on the first attempt, the courier will attempt to deliver the parcel another two times.
If all three attempts fail, the parcel will be shipped back to our warehouse.
The courier will ask the person who collects the parcel to present a valid identity document.
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You can return, exchange or request a refund for any item ordered on SNXSTUDIO.COM within 14 days of the delivery date.
We are sorry to inform that our exchange service is temporary suspended. If the item does not suit your expectation, we kindly invite you to return it.
Items must be returned in their original condition and in their original packaging.
To make a return or exchange request, please follow the instructions below:
1. Make sure the items are in the same condition as you received them, with all the tags and security seals untouched and attached. Boxes, dust bags and other packaging must be returned with the items. It is not possible to return or exchange customised items. This does not affect the customer’s statutory rights.
2. Please get in touch via Contact Us form to proceed with refund.
3. Put the items that you want to return or exchange in a box, preferably the original one, and make sure that it is properly sealed.
4. Please note that the we do not cover the delivery cost for returning. It’s the customer’s responsibility to cover the delivery fee occurred for returning the goods and ensure the products are received back at our warehouse undamaged.
5. Your refund will be issued as soon as the return has been received and checked by our warehouse. SNX STDUIO reserves the right not to accept returns that have not been properly requested or shipped within the returns time limit or if they are not in the same condition in which they were delivered (see point 1).
6. Please kindly note that shipping and custom cost from the original order will not refunded.
In this case, we advise you to entrust the return shipping to a secure courier and retain the receipt as proof of shipping.
Returns and exchanges acceptance
Once we have received your return and checked that all the requirements have been met, you will receive a confirmation e-mail.
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