Help & Support
Can I track my order?
Only Express delivery includes tracking. You will receive an email with your tracking link once your items have been dispatched. If you have any concerns regarding your order, our Customer Service team will be able to help you.
My order has not been delivered. What can I do?
If you have any concerns regarding your order, please call us on 650 283 5820 or email us on firstname.lastname@example.org so we will be able to help you.
I am missing an item from my order. What should I do?
Check your final dispatch email. Any change to the order will be outlined here. If you find a discrepancy just give us a call on 650 283 5820 or email us on email@example.com so we will do our best to help you.
I can’t seem to place an item in my basket.
The item may have recently sold out. Please call us on 650 283 5820 or email us on firstname.lastname@example.org so we will be able to help you.
I haven’t received an email confirmation for my order.
Check the “Order history” on your The Sancy account. If you do have an order number it would be worth checking that your email address is correct. If, however, there is no recent order listed it means the process has been unsuccessful.
Will my credit card be charged immediately?
No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page an order confirmation number will be issued. You will also immediately receive an e-mail confirming that your order has been received. We will also send you a second e-mail to notify you when your order has been shipped and your credit card has been charged.
Do you offer an Express Delivery service?
We currently offer an Express Delivery service via FedEx.
I placed an order using standard delivery, can I upgrade to next day?
We’re sorry but once your order has been placed it’s not possible to change your delivery choice.
Do you deliver to PO Box addresses?
Unfortunately, we are currently unable to deliver items to PO Box addresses.
Do you deliver internationally?
We are pleased to confirm that we currently ship to several countries outside of the USA .
I have an international credit card/billing address but a US shipping address?
Please checkout through International Checkout.
Placing an Order
I would like to place an order on the website and it is asking me for a postcode, but I do not have one. Can I still place an order?
If you are ordering within the USA, please note that you will need a valid State and Zip code. On entering your billing and Delivery address details, there will be an option which states ‘Do not know my postcode’. Please click this and it will allow you to continue with the checkout process.
Can I cancel or amend an order once it has been placed?
We are unable to cancel or amend orders once they have been placed. This includes changes to your Delivery address. Please ensure you review all information carefully as you proceed through our checkout. However, you can return any unwanted product to us. For details of our refund policy, please call us on 650 283 5820 or email us on email@example.com so we will be able to help you.
There is an item that I would like to buy on the website, but there is no ‘add to my bag icon’ or it states product unavailable to view. Why is this?
Unfortunately, this item is now out of stock on our website and will be removed shortly.
There are some items I would like to buy on the website, but they are not showing on my completed order. Why is this?
Unfortunately, there are some items that we cannot deliver to certain countries due to customs, legal, regulatory and practical restrictions. Any other restrictions for Delivery are noted on the product page and will be highlighted during the checkout process.
All customers outside of the USA are responsible for checking with the local customs authorities before placing an order for international Delivery. This is due to some countries having import restrictions on certain products and materials which may cause the order to be held up in customs.
Do you offer a gift wrapping service?
Unfortunately, we do not have the facilities to gift wrap or include a gift message with any of our orders. Please note, all orders will be sent with a despatch note inside the parcel. This needs to be included in the parcel as it is your proof of purchase.
Are purchases tax free?
No. We currently are required to collect sales tax in the following states: California, Florida, New York, Texas and Washington.
Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure your order is secure. SSL encrypts the transmissions from our ecommerce servers and your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
You can pay by:
Credit card: We accept Visa, Delta, Visa Electron, MasterCard and American Express credit cards.
Debit card: We accept Visa, Delta, Visa Electron, MasterCard and American Express debit cards.
What is a CVN number and where is it located?
The CVN for Mastercard, Visa and Discover is located on the back of the card and is a 3 digit code. The CVN for American Express is located on the front of the card and is a 4 digit code.
When will my credit card be charged?
You will see a pending charge on your credit card statement until the item has shipped, at which point the charge will be complete.
International payments and Delivery:
What is your exchange rate?
Please checkout through International Checkout. Our prices are shown in US Dollars. If you are purchasing from a county with a currency other than these and you’re using an internationally registered credit or debit card, your card provider will apply the exchange rate when your card is charged. Please be advised that your card provider may add an additional processing charge or administration charge which international card holders are liable to pay.
I am a customer located outside of the USA. Will I need to pay any duty/tax/custom fees when receiving my order?
Please checkout through International Checkout. When you go to checkout, choose International Checkout and select your billing country and shipping destination. From there you can see how much shipping will cost and depending on the country, you may have the option to pre-pay duties and taxes.