Generals Terms & Conditions

Last updated: October 2021

We invite you to read our Terms and Conditions of Sale and Use ("T&C") before using our SANDRO secondhand website accessible via (the "Website"), sending us one of your Sandro products to make use of our Trade-In scheme or ordering a second-hand product available on the Website. Please note that any service provided on the Website implies the full and unconditional acceptance of these T&C.

The T&C apply between you, as a consumer and non-professional, and us, the company SANDRO ANDY, whose registered office is located at 150 Boulevard Haussmann, 75008 PARIS, registered in the Paris Trade and Companies Register under number 319 427 316. Please note these T&C are subject to change as we reserve the right to modify them at any time in line with changes to the Website and/or regulations. We would like to clarify that the T&C applicable at the time of your Trade-in and/or Purchase will apply to you.

For more information—or if you haven't found your answer in these T&C or the FAQ section—, you can contact Customer Services directly.

1. Your Customer Account

2. Selling your products: our Sandro product trade-in scheme

2.1 Which products can I trade in via the Website?

2.2 How do I trade in my Sandro pieces?

2.3 What happens if the condition of my product is deemed unsuitable for sale?

2.4 How much will I get for trading in my product via the Website?

2.5 How do I use my voucher?

3. Buying products: Ordering a second-hand Sandro product on our Website

3.1 How do I order a product on the Website?

3.2 Prices for second-hand Sandro products

3.3 How do I pay for my order?

3.4 Delivering your order

3.5 What are our return and refund procedures?

3.6 What guarantees do you offer for your products?

4. Your Personal Data

5. Liability and Force Majeure

6. And if we disagree?

1. Your Customer Account

In order to benefit from our trade-in scheme for one of your Sandro products (selling your second-hand products) or to order a second-hand product available on our Website (buying a second-hand product), you must create a Sandro Secondhand customer account (different from your customer account on the website) via the "Sign Up" section of the Sandro Secondhand Website.

Creating your account allows you to:

enter your personal information in order to facilitate your future Sandro product sales or second-hand product orders;

view, modify and update your personal information;

sign in before putting one of your products up for sale or ordering a product available on the Website;

view your electronic wallet and convert your credits into vouchers;

track your current purchases and view invoices for past orders.

By using the Website, you confirm that you are a private individual residing in mainland France (including Corsica), Germany or Netherlands and that you wish to benefit from our trade-in scheme or purchase a Sandro product for personal use in quantities corresponding to the usual needs of a consumer's household. Under no circumstances may our Website be used by professional "customers". We reserve the right to refuse a sale or purchase that has clearly been submitted by a professional customer.

You are responsible for maintaining the confidentiality of your Sandro Secondhand Customer Account and password, and for restricting access to your computer or other equipment. As such, you acknowledge that you are responsible for all activities that occur under your Sandro Secondhand customer account. If you suspect that your customer account is being used by a third party, we recommend changing your password and contacting us to close the stolen customer account if required via the form here (please select Secondhand as the subject for all your requests so that they can be redirected to the correct team).

2. Selling your products: our Sandro product trade-in scheme

2.1 Which Sandro products can I trade in via the Website?

Go to the "Sell" section and send us your products. We'll then put these up for sale on the Website. Only Sandro products may be sold on the Website; the brand label must be visible. Unbranded products or products with the inner composition label (including the item's reference number) cut off are therefore not accepted.

Furthermore, the Website only takes back products whose types and sizes are defined in the list made available in the automated trade-in form accessible via the "Sell" section of the Website.

By requesting to use our Sandro product trade-in scheme, you agree to:

being the owner of this product and living in mainland France (including Corsica), Germany or Netherlands.

having the legal capacity and all the necessary authorisations to offer the product for sale

being contractually committed to the accuracy of the information provided when requesting the trade-in of your product

providing all necessary information about the quality and condition of the product

not sending counterfeit products: the Website may request a certificate of authenticity to verify the information you provide. We reserve the right to check the authenticity of the products you wish to trade in, and we will refuse a product if we consider it to be a counterfeit. Therefore, at our request, you must provide us with the original copy and/or an electronic copy of any element that proves the ownership of the product and its authenticity.

In addition, any Sandro product you'd like to trade in must be in one of the following conditions:

New Condition: the product has never been worn. It still has its original label.

Excellent Condition: the product is practically new, with no signs of wear or visible defects.

Very Good Condition: the product shows only minor signs of wear.

Before sending your product, check that it has no defects, holes, stains or signs of wear and tear such as scratches, and that it falls into one of the 3 categories above. We will not return any products sent to us. It is your responsibility to ensure that your product meets the trade-in criteria.

Once we've received your product, we will check that the category you entered in the trade-in form matches the condition of your product, and that it still has its brand and composition labels. If not:

The amount of your voucher will be reduced to reflect the actual condition of the product, if it remains in one of the above categories and can still be resold on the Website

No voucher will be issued if, upon receipt, we find that your product has unacceptable defects that prevent it from being sold on the Website, and the product will not be returned to you

2.2 How do I trade in my Sandro pieces?

It's easy to take advantage of our Sandro product trade-in scheme!

Go to our Website and select "Sell";

Enter your product details by completing the fields in the "Sell" section of the Website, then use the automatic calculator to get an estimate of our Trade-in Offer for your product. This estimate is based on internal criteria (such as product type, original value, declared condition, etc.) and is generated automatically. Please note that the value of the voucher you receive will not necessarily correspond to this estimate (see below).

Once you have finalised your trade-in request and accepted the T&C, click "Continue";

Sign in to your Sandro Secondhand customer account on the Website, or create your Sandro Secondhand customer account on the Website if you do not already have one;

Confirm your trade-in request

The label for sending the parcel and the transfer form will be sent to you via email for printing

Prepare your parcel, adding the signed transfer form, affix the label to the parcel and send it free of charge. There are three ways to deliver your parcel: at a post office, drop-off point or postbox.

Once we have received your parcel, we will check it within 15 days. You will then receive an email confirming whether or not your product has been accepted and the amount of the related voucher.

If it appears that the stated condition of your product does not correspond to its actual condition (which would be the case, for example, if you had indicated in the "Sell" form that your product was in "New Condition" when in fact it was in "Very Good Condition"), then the amount of the related voucher will be reduced in relation to the trade-in offer estimated by our automatic calculator. You will not be able to have the product returned to you.

If your parcel unfortunately does not arrive at our address or is damaged in transit, you may file a claim with the post office. You cannot claim compensation from Sandro.

2.3 What happens if the condition of my product is deemed unsuitable for sale on the Website?

If your product is refused because it is considered to be in "poor condition" (i.e. it has unacceptable defects that prevent it from being sold on the Website, such as hole(s), stain(s), scratch(es) or defect(s) altering one or more of its features), you will be informed by email no later than one month after your product was sent.

If the product is in "poor condition" and cannot be resold on the Website:

No vouchers will be issued;

The refused product will not be returned to you but will be sent to charity or an upcycling initiative.

2.4 How much will I get for trading in my Sandro product via the Website?

Once your product has been validated by our teams, you will receive the amount of your voucher directly in your Member Area on the Website.

We remind you that the amount of the voucher may differ from the offer made by the automatic simulator if we believe your product is not in the condition you indicated. Your product will not be returned.

2.5 How do I use my voucher?

The amount corresponding to your returned items will be credited to your electronic wallet. This can be accessed in your customer account under "My Credits".

At any time, you can ask to convert all or part of your electronic wallet into a voucher that can be used: on the website (as a promotional code), on the Sandro Secondhand website (as a promotional code) or at an eligible SANDRO store (in the form of a voucher you'll receive via email and present in store). The list of eligible Sandro stores can be found on the Website's LIST OF STORES (excluding outlets, affiliate and department stores).

Please note that once you have converted your electronic wallet, your voucher can only be used according to the choice you have made (, Sandro Secondhand website or store).

Your voucher will be generated within 48 hours of your request. You will receive a confirmation email containing your voucher.

Your voucher is valid for 12 months. When used, it cannot be divided (its full value must be redeemed in one go).

To find out how to use your voucher, click here.

Please note that your voucher cannot be exchanged or reimbursed for cash.

Should the Website be shut down permanently, if your electronic wallet is still in credit, you will no longer be able to use this credit to purchase products on the Website. The sum of this credit will be automatically converted into a promotional code that can be used on the Website, and you will be notified of this by email.

3. Shopping products: ordering a second-hand Sandro product on our Website

You can order your favourite second-hand products directly from our website in the "Shop" section. All the products on sale are second-hand SANDRO branded products that have undergone quality control and reconditioning by us: hand inspection by our quality experts, repair on a case-by-case basis if necessary, wet or dry cleaning and ironing. Signs of product wear and/or repairs carried out on a product are explicitly mentioned on each product page.

The products and prices offered are valid for as long as they are visible on the Website, while stocks last.

3.1 How do I order a product on the Website?

To order, there's nothing simpler!

Select your product, check if it's the size you want and add it to your shopping cart. You can check how many products are in your shopping bag at any time and get detailed information about each item by clicking on "My Bag". Once you have added an item to your shopping bag, you can keep shopping by clicking "Continue shopping";

Once you're happy with your shopping bag, click on "Complete my order";

Sign in to your customer account or create one if you don't already have one, or continue as a guest;

Enter your delivery address;

Choose your payment method (see "How do I pay for my order?" below for more information about payment methods), read and accept the full T&C, then proceed to secure payment for your order. Paying for your order implies the full and unconditional acceptance of these T&C;

Your order has been confirmed! You will receive an email confirming your order.

By placing an order, you declare that you are at least 18 years old and have the legal capacity to do so (or if you are under 18, that you have parental authorisation to place your order).

Once we've prepared your order, you will receive an email informing you that your items have been dispatched. You will then be able to track the progress of your order using the tracking information found in the email and your Member Area. If you do not receive an email (either an order confirmation or dispatch confirmation), you can contact us for more information.

We may be forced to cancel your order for legitimate reasons, for example:

if you have placed an order but your product is no longer available (we will inform you of this as soon as possible and refund the order amount as soon as possible);

if a technical error occurs during payment;

if there is a clear error on the product page (for example, if there is an error in the product's key characteristics, or if an obviously incorrect price is displayed);

if we notice fraudulent or improper use of your account or associated orders;

if we have reason to believe you have breached our T&C.

3.2 Prices for second-hand SANDRO products

The prices of our second-hand products are indicated on the Website in pounds, all taxes included, excluding delivery costs (these will be specified when you confirm your delivery method). Prices are determined according to their condition (see section 2.1 for more information about the different product conditions). They take into account Value Added Tax (VAT) and any reductions applicable according to ongoing promotions on the day of your order.

3.3 How do I pay for my order?

Payment for your order is made directly online by debit/credit card (CB, Visa, MasterCard, American Express), or with a voucher (amount credited to the electronic wallet in your customer account if you have used our trade-in scheme, one voucher can be used per order).

After your payment has been confirmed by our payment service provider, your bank account will be charged the total amount of your order. If you use a voucher, its value will be deducted from your order total.

Please be assured that all your transactions are secure and comply with current legislation; they are conducted within a strict framework of confidentiality and data encryption by our payment service provider.

We do not have access at any time to your personal data concerning your payment methods, namely your bank card and we do not store this information on our servers.

3.4 Delivering your order

3.4.1 Where and how will your order be delivered?

Your orders can only be delivered to mainland France (including Corsica), Germany and Netherlands using the following delivery methods:

Standard delivery: have your order delivered directly to the address of your choice.

Delivery to a pick-up point: have your order delivered to the pick-up point of your choice.

You can track the delivery of your order once you've received a dispatch confirmation email with the relevant tracking information.

For home deliveries, if you aren't in when your order is being delivered, you'll be given a delivery note on how to retrieve your parcel.

3.4.2 When will your order be delivered?

When placing your order, the delivery time of your items will be specified. Please note delivery could take longer during busy periods for the carriers.

If your order is late or missing, please contact us using the form here. (Please select Secondhand as the subject for all your requests so that they can be redirected to the correct team).

3.5 What are our return and refund procedures?

In accordance with European regulations, you have 14 days from receiving your order to let us know if you'd like to return any products that aren't right for you. You must then return your product without undue delay and at the latest within 14 days of your withdrawal.

You can print your return slip by going to the "My Orders" section of your Sandro Secondhand customer account. You must then return your products to us within 14 days of this notice. A £5 return fee will be deducted from your order refund.

3.5.1 How do you return your order?

The products you wish to return must be in their original condition. They must not be damaged, stained, washed, modified or worn (with the exception of being tried on) and they must be sent back with their original packaging and any accessories relating to the Items, such as packaging, labels, as well as the original invoice.

In-store returns are not available for second-hand products, so you can only return your product by post, using the following procedure:

Go to your Member area to print the delivery note for your return and the prepaid label

On the delivery note, tick the box corresponding to the product(s) you wish to return;

Insert this delivery note in the return parcel, as well as the product(s) you are returning;

Attach the prepaid label (please note that you are responsible for the cost of returning the product, the amount of the prepaid label will be deducted from the refund for your product);

Drop off your return parcel at the post office within a maximum of 14 days from your return request.

3.5.2 When will you receive your refund?

Once your return has been checked by us, you will receive an email confirming your refund.

We are committed to refunding the amount corresponding to the product(s) returned—minus the return costs—as soon as possible and, at the latest, within 14 days from the date on which your return or proof that your return has been dispatched arrives at our warehouses.

Your refund will be made directly into the account linked to the bank card used to pay for the order or re-credited to the electronic wallet in your Sandro Secondhand Customer Account if you used a voucher when making your purchase. You will receive an email confirmation of your refund once it has been validated by our systems. You can track the progress of your return via your customer account, under "My Orders".

Any returned product that does not conform to the condition in which it was sent to you and that is worn and/or soiled and/or damaged will be returned to you and you will not be refunded.

3.6 What guarantees do you offer for your products?

Our products are covered by legal guarantees, i.e. the legal guarantee of conformity and the guarantee against hidden defects. As the seller, we are effectively responsible for:

defects in the conformity of the products you purchase, in accordance with Article L.217-4 et seq. of the French Consumer Code. The legal guarantee of conformity applies when your product has a non-conformity, for example when your product does not function in accordance with the uses it normally serves, or when it does not correspond to the description given;

and any hidden defects under the terms of Article 1641 et seq. of the French Civil Code. The guarantee against hidden defects covers you when your product has a hidden defect, i.e. a defect that is not apparent at the time of purchase and that makes the product unsuitable for its intended use or significantly reduces its usefulness.

Please note that the legal guarantee of conformity and the guarantee against hidden defects will not be applicable if you misuse your products or fail to follow the care instructions for your product (provided on our labels or by our alteration team).

If you are making a claim using the legal guarantee of conformity, you:

have a period of two (2) years from when the product was delivered to take action;

may choose between repairing or replacing the product, subject to the cost conditions set out in Article L.217-9 of the French Consumer Code;

are exempt from proving the existence of the non-conformity of the goods for a period of six (6) months following delivery of the goods, in the case of second-hand goods, this period being extended to 12 months from 1 January 2022.

The legal guarantee of conformity applies irrespective of any commercial guarantee that may have been granted.

You may decide to use the hidden defects guarantee under article 1641 of the French Civil Code. In this case, you can either terminate the sales contract or have the sale price reduced in accordance with article 1644 of the French Civil Code.

4. Your Personal Data

We process your Personal Data with the utmost care and confidentiality.

For more information about the management of your Personal Data, as well as the sending of our promotional offers and Sandro newsletters, you can consult our Privacy and Cookie Policies.

5. Liability and Force Majeure

We undertake to describe as accurately as possible the second-hand products that we sell on the Website and to ensure that the information published there is as up-to-date as possible.

We shall not be held liable in the event of a breach of one of our contractual obligations resulting from a case of force majeure as defined by the regulations. In particular, we will not be held responsible for any failure or delay in fulfilling your orders caused by events beyond our control, such as:

Strikes, closures or other industrial action;

Civil unrest, riots, invasions, terrorist attacks or threat of terrorist attack, war (declared or undeclared), or threat of or preparation for war;

Fires, explosions, storms, floods, earthquakes, landslides, epidemics and pandemics or other natural disasters;

Inability to use railways, boats, planes, roads or other means of private or public transport;

Inability to use public and private telecommunications networks;

Acts, decrees, legislation, regulations or restrictions issued by any government (e.g. administrative closure of shops);

Breakdowns or accidents in maritime transport, postal or otherwise.

The enforcement of the T&C will be suspended for as long as the case of force majeure lasts, and turnaround and delivery time frames will be extended accordingly. However, you should be aware that we will do our utmost to put an end to the case of force majeure or to find a solution enabling us to fulfil our contractual obligations despite the case of force majeure.

6. And if we disagree?

We hope it's not the case, but we may disagree!

Please note that our T&C are subject to French law, and that your sales and purchases of second-hand Sandro products on the Website are subject to the T&C in force on the day of your sale or order.

In the event of a dispute, please contact us so that we can work together to find an amicable solution.

If no agreement is reached, you can contact the FEVAD (the Federation of E-Commerce and Distance Selling) e-commerce ombudsman, whose contact details are as follows:

60 Rue La Boétie - 75008 Paris -