FAQ

Orders & Shipping

How long does shipping take?

Shipping within the EU typically takes 3–10 business days after payment is received. Delivery times outside the EU vary depending on the destination country and customs procedures.

How do I track my order?

Once your order has been shipped, you will automatically receive an email with tracking information.

Can I change or cancel my order after placing it?

If your order has not yet been shipped, we may be able to modify or cancel it. Please contact us as soon as possible at support@sana-store.com .

Payments

What payment methods do you accept?

We accept payment by credit card, bank transfer and PayPal. Available payment options may vary depending on your country.

I don't see the PayPal option. How can I use it?

If PayPal is not available at checkout, please select bank transfer and write "PayPal" in the comment field. We will contact you with payment details.

Returns & Warranty

What is your return policy?

You may return any unwanted or damaged product purchased through our online shop within 14 days for a refund. The customer is responsible for return shipping costs unless the product is defective.

Please ensure that:

the product is cleaned
securely packed in the original packaging
the original packing slip is included

Products returned without being properly cleaned may be subject to a cleaning fee.

What is the warranty on your products?

Warranty periods vary depending on the product. Detailed warranty information is available on each product page.

Products & Service

What if I have a problem with my product?

If you experience any issues, please contact us at support@sana-store.com and describe the problem. Please include photos or videos if possible.

What if my product needs service?

If the issue cannot be resolved remotely, the product may need to be sent to our European service center. Please contact us at support@sana-store.com and we will assist you.