Sandro Secondhand FAQ

  • Trade-ins

  • Accounts on secondhand.sandro-paris.com

  • Deliveries and Returns

  • My Orders

  • Trade-in Scheme and Vouchers

Sell

  • How does the Sandro Secondhand trade-in scheme work?

  • What are the conditions for using the trade-in scheme?

  • Can I resell any type of item?

  • If my product is found to be non-compliant, will it be returned to me?

  • How is the condition of the items sent assessed?

  • How are items reconditioned?

  • Is the trade-in scheme available abroad?

  • How much will I receive for the items I trade in?

Buy

  • How do I change my personal details (email, addresses, etc.)?

Buy

  • What are the delivery methods?

  • What are the return procedures?

Buy

  • What should I do if I have a quality issue?

Buy

  • How much will I receive?

  • How do I use my credit?

How does the Sandro Secondhand trade-in scheme work?

To be accepted, your product must be in very good condition. We invite you to consult our trade-in conditions.

- Select the Sandro items you wish to sell.
- Get the best trade-in offer in just a few clicks.
- Send us your items in the post using the prepaid label received by email.
- Once your item has been validated by our experts within 15 days of receipt, go to the "My Credits" section on your Sandro Secondhand customer account and convert them into a voucher. These can take up to 48 hours to generate. - Collect your voucher, which is valid in Sandro stores, online at sandro-paris.com or on secondhand.sandro-paris.com.

To send your parcel, there are 3 options:
- At a post office (max 30kg)
- Put the parcel in your letterbox before 8am and request a pick-up here
- At a retailer with a relevant drop-off point (max 20kg). List of drop-off points here.

What are the conditions for using the trade-in scheme?

We take back women's and men's ready-to-wear, as well as bags and a selection of shoes and belts. We do not currently take back shoes, belts, jewellery, ties, scarves, gloves, socks, swimwear, underwear, wallets, card holders, foutas or tote bags, nor do we take back items purchased before 2016.

This also applies to dresses purchased before 2017, and women's tops and T-shirts purchased before 2019. Lastly, personalised items are not eligible for trade-in.

Can I resell any type of item?

The scheme is limited to people aged 18 and over residing in mainland France, Germany, Netherlands and Spain and a valid email address is required.

- Only Sandro products defined as eligible in our trade-in conditions will be accepted.
- Your item must be clean and fully functional: zips, seams and elastics free from defects, no missing parts (buttons, embellishments), no holes or tears, no stains or odours.
- Stained, damaged and/or incomplete items cannot be traded in for credit.
- All products must be legally owned by the person benefiting from the trade-in offer.
- Credit for the products traded in will be issued in the form of a voucher.
- The trade-in value will be based on the original price of the products in the Sandro store and their current condition. The credit total may be reviewed if the criteria are not met.
- Our terms and conditions of sale and these accompanying FAQs may be amended at any time and without notice, at our sole discretion.

If my product is found to be non-compliant, will it be returned to me?

No: in accordance with our T&C and in line with our sustainable approach, we do not return items that do not comply with our trade-in conditions.

However, you can rest assured that your rejected pieces will still benefit from a second life. They are donated to an association specialising in textile recovery or are reused by a partner as part of an upcycling initiative.

How is the condition of the items sent assessed?

We distinguish between several levels of condition:

- New condition: with the original label, never worn
- Excellent condition: the item is like new with no signs of wear or defects
- Very good condition: the item shows only minor signs of wear, invisible from 30cm away.

We do not accept products in any other condition: damaged, worn, unusable, stained, with holes, misshapen, dirty, labels cut off, etc.

How are items reconditioned?

Each piece available on the Sandro Secondhand website undergoes numerous stages to guarantee its authenticity, condition and cleanliness.

- Receiving pieces: Customers who have resold a Sandro item they no longer wear will receive a prepaid shipping label. This enables them to send their items free of charge and directly to the French textile reconditioning specialist with whom we work. Product authentication, cleaning, quality control, storage, shipping and returns of Sandro Secondhand items are carried out on site. After the items have been checked and authenticated by our specialists, customers receive a voucher to use on the Sandro Secondhand website, in our physical stores or on sandro-paris.com.

- Cleaning second-hand pieces: All incoming pieces are sorted according to the kind of washing they require. Cleaning depends on the characteristics of the garment, such as its material, any embellishments, colour, etc. Depending on these criteria, the garments will be cleaned directly by the specialist or sent to the dry cleaner. Delicate pieces are cleaned in separate bags to preserve the quality of the fabric. For cleaning, the specialist uses REACH-certified products from the ECOLAB brand (so they comply with current regulations and legislation), manufactured at the Châlons-en-Champagne production site and ISO 14001-certified (a standard applied to environmental management systems). Depending on the specifics of each piece, they will be machine-dried or dried on hangers.

- Ironing & quality control: The cleaned and dried pieces are then ironed, and our experts carry out rigorous quality control, including a detailed analysis of the overall condition of the piece and the quality of the fabric, checking the completeness and condition of the buttons, the inside of the pockets, the seams, etc.

- Possible repairs and refurbishment: Designed to last, most of the pieces we receive are in excellent or very good condition. However, if necessary, certain pieces can be sent for repair in order to offer you pieces of impeccable quality on the Sandro Secondhand website. Our experts carry out minor repairs such as reinforcing buttons, sewing on labels, redoing invisible stitches, etc. The repaired pieces then undergo a second quality check.

- Photoshoots & Storage: The pieces are now ready to be photographed and uploaded to the Sandro Secondhand website. Pending their second life in your wardrobe, they are stored by our specialists in a dedicated space.

Is the trade-in scheme available abroad?

Residents of mainland France (including Corsica), Germany, the Netherlands and Spain are eligible for our trade-in scheme.

How much will I receive for the items I trade in?

When you make your trade-in request, our simulator will propose a buy-back value between 15% and 55% of the original retail price (including tax), depending on the nature of the product and the condition you declare for each piece. This value is confirmed or adjusted as required by our reconditioning team and you are credited with this amount directly to your secondhand.sandro-paris.com account. If our team finds the products sent are not functional or fall outside the scope of the trade-in scheme, your account will not be credited. Products that have been rejected will not be returned to you but will be donated to a charity or reused as part of a partner upcycling programme.

How do I change my personal details (email, addresses, etc.)?

You can change your details in your secondhand.sandro-paris.com account.

Please note: your Sandro Secondhand credentials are different to your Sandro Paris credentials. To sign in to the Sandro Secondhand website, you must create a different account. If you already have a Sandro Secondhand account but it is not working, please contact us using the form here.

What are the delivery methods?

We only deliver to metropolitan France including Corsica, Germany, the Netherlands and Spain. The delivery time is 3 to 5 working days in France and 5 to 7 working days in Germany and the Netherlands. We deliver to your doorstep or to a relay point of your choice. The shipping costs are between €4.90 and €6.90, depending on the country and shipping method you have chosen. The amount is displayed when paying the order.

What are the return procedures?

You have 14 days from receiving your parcel to return an item. If you placed your order with a Sandro Secondhand account:

- Sign in to your customer area.
- Declare your return. A shipping label will be generated. You are responsible for return shipping costs. An amount of 5€ corresponding to the return shipping costs will be deducted from your refund.
- You will be refunded once the return has been received.

If you placed your order without a Sandro Secondhand account: please email secondemain@relationclient.sandro-paris.com with your order and shipping information to request your return.

Items cannot be exchanged; you must proceed with a return and make a new purchase.

What should I do if I have a quality issue?

If you notice a defect or inconsistency, you can contact Customer Services. You will be asked to send:

- Your order number
- The product reference, its colour and size
- A comment specifying the problem encountered
- Photo(s)

How much will I receive?

When you make your trade-in request, our simulator will propose a buy-back value between 15% and 55% of the original retail price (including tax), depending on the nature of the product and the condition you declare for each piece. This value is confirmed or adjusted as required by our reconditioning team and you are credited with this amount directly to your secondhand.sandro-paris.com account. If our team finds the products sent are not functional or fall outside the scope of the trade-in scheme, your account will not be credited. Products that have been rejected will not be returned to you but will be donated to a charity or reused as part of a partner upcycling programme.

How do I use my credit?

You can convert all or part of your credit into a voucher. You must indicate whether you want to use it on sandro-paris.com, in store (excluding concessions) or on secondhand.sandro-paris.com. After making your credit conversion request, your voucher will be generated within 48 hours. Once your voucher has been generated, it will be valid for 1 year. It cannot be combined with other vouchers or offers and can only be used in a single transaction. Specifics of online Outlet sales: Secondhand vouchers are not valid on Outlet products.

WHAT ARE THE DELIVERY TERMS ON "2nd hand name"?

We deliver only in France, the Netherlands, Germany and Belgium.
Delivery is made by Colissimo and Mondial Relay, at home or in a relay point.

For metropolitan France:
The delivery time is between 3 and 5 working days
The expenses are of X€ for a delivery in point relay, of X€ for a delivery at residence without signature and of X€ for a delivery at residence WITH signature.
The amount will be displayed during the payment of the order.

For the Netherlands, Germany and Belgium:
The delivery time is between 5 and 7 working days
The fees are X€ for a delivery in a relay point, X€ for a home delivery without signature and X€ for a home delivery WITH signature.
The amount will be displayed during the payment of the order

WHAT ARE THE TERMS OF RETURN ON "2nd hand name"?

You have 14 days from the date of receipt of your order to return an item.

You are responsible for the return shipping costs, which will be deducted from the refunded amount once the return has been received and validated.

Making a return is simple:
Log in to your "2nd hand name" account and register your return
Download and print the pre-addressed return label. This is available in your customer account, under "my orders".
Pack the item(s) in a sturdy box and attach the delivery note.
Drop the package at the place indicated on your return label

Items being returned must be returned in the same condition as indicated at the time of purchase, without having been damaged, stained, washed, altered or worn (except for the fitting), with the original packaging and all accessories related to the products, such as packaging, labels, and the original invoice

If the return is accepted by our services, the Customer will receive an email confirming the refund, as soon as possible and at the latest within 14 days following the date of receipt of the return in our warehouses.
The amount refunded will correspond to the item(s) returned, minus the return shipping costs.