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Frequently Asked Questions
Do you have questions? We answer them here, otherwise contact us!
Returns and Refunds
All our returns are free.
They are handled by Colissimo.
Please contact us via our customer service email contact@sailiz.com and provide your order number and reason for return. We will then contact you and send you a Colissimo label to print and attach to your package before dropping it off at the post office of your choice, a relay point, or requesting a mailbox pickup (via this form).
Once we have received your return via Colissimo, we will send you an email to confirm receipt of your package and process the refund. Your refund will then be visible in your bank account within 2 to 5 business days at the latest.
To be eligible for a refund, each item must be unworn and include all its original tags.
If you have any doubts after receiving your product, please contact us via our customer service email contact@sailiz.com and provide your order number with the name of the product concerned.
After validation by our customer service, we will send you a Colissimo label to print and attach to your package. You can then drop off your package at the post office of your choice, a relay point, or request a mailbox pickup (via this form)
Upon receipt of your return, we can offer you an exchange or a refund.
It’s free! We cover 100% of your returns.
Shipping and Deliveries
To track your package sent by La Poste (Colissimo or tracked letter), simply use your tracking number and visit the website of La Poste to track its delivery status.
France: 3 business days
Europe: 3-5 business days
Rest of the world: 5-10 business days
For delivery, we offer shipping with La Poste: via tracked letter or Colissimo, or an Express service shipment if you’re in a hurry.
For any change of delivery address, please contact us via our customer service email contact@sailiz.com and provide your order number, as well as your new address.
Upon receipt of your return, we can offer you an exchange or a refund.
It’s simple: go to your Sailiz account, click on ”Addresses”, then on “Create a new address”.
We have chosen to offer you a delivery option that reflects our values: respectful and committed. Choosing Hipli means making a meaningful gesture for the planet by reducing e-commerce packaging waste.
Choosing the Hipli package means choosing recycled, traceable, and 100-times reusable packaging.
– Receive your order in a Hipli package
– Fold the Hipli packaging to return it to the sender
– Drop the Hipli pouch in any mailbox.
To offer you another alternative, with every order, we provide plant-based packaging that is compostable.
Order Information
You have 14 days after receiving your package to cancel your order and initiate a return.
For all returns, the procedure below must be fully followed:
You must contact us via our customer service email contact@sailiz.com and provide your order number, as well as the reason for your cancellation.
To process your return and receive a refund, each item must be unworn and include all its original tags.
For any order modifications, please contact us via our customer service email contact@sailiz.com and provide your order number, as well as the necessary information for modifying your order.
You finalize your order by completing the following steps:
– Select the chosen products and add them to your cart after selecting the desired size.
The cart, located at the top right of the screen, indicates that it has registered your selections by showing the number of products it contains.
– Check the contents of your cart by clicking on “Order” to access your order summary. You can then modify your order (product, size, quantity).
The total VAT-inclusive amount of the order, distinguishing between the price due for the products and the delivery fees, is then indicated in the summary.
Once the order has been checked and modified if necessary, validate your cart to finalize your order by clicking “Pay for your order” again.
If you have a discount code, you must enter it in the designated field to apply it.
– Enter your shipping and billing details
Fields marked with an asterisk (*) are mandatory; unless otherwise specified, the billing address will automatically be the same as the shipping address.
If you have already created an account during a previous visit to the site, you have a customer account. In this case, you can log in with your email address and password.
You will then verify all the information and click “Validate” to continue your order.
– Order Confirmation
Upon acceptance of your payment, you will receive an email confirming your order and summarizing all ordered items, the billing and shipping addresses, and the delivery date.
The order validation and confirmation will be sent to you by email by Sailiz after payment acceptance.
In case of an order issue, please contact us via our customer service email contact@sailiz.com and provide your order number, as well as the missing items.
If the item of your choice is no longer available, we recommend writing to us at contact@sailiz.com, and we will notify you when your product arrives on our site.
Payment
The payment step occurs after entering your details.
You can pay by credit card or PayPal account directly on the site. Payment by check is not accepted. You provide your credit card number associated with its expiration date and the Card Verification Value (CVV) code. You then validate your order. After validating your payment, you definitively confirm your order.
We recommend refreshing the page or restarting the order process. The payment method you wish to use may not be available or may have encountered an issue.
If you have a PayPal account, you can pay very easily and quickly with PayPal Express without having to re-enter all your personal information.
If you have placed an order, you can request your invoice by writing to us at contact@sailiz.com and providing your order tracking number.
Transactions made on the site are secured by the payment system of our partner BNP Paribas.
All information exchanged to process the payment is encrypted using the SSL (Secure Socket Layer) protocol. This data cannot be detected, intercepted, or used by third parties. At no time do your financial data pass through our company’s computer system.
You can choose to pay in installments by selecting PayPal.
My Account
We recommend checking your spam folder or perhaps subscribing with another email address.
If the problem persists, please write to us at contact@sailiz.com.
Size guide
If you wish to know your size, our Women’s size guide can be found here.
Promotions and Gift Cards
If you have a discount code, you must enter it in the “discount code” field provided for this purpose during the payment summary step after clicking the “Payment” button, then click the “Apply” button next to it. You will then see the discount applied to your order.
We recommend writing it in uppercase, without spaces, and without copy-pasting. If the problem persists, please write to us at contact@sailiz.com.
We do not offer refunds on gift cards. Only an exchange for other items up to the card’s value is possible.
