FAQ'S 2020

FAQ

 

I want to change the item on my order. How can I do that?

If you want to change the item on your order for another same-priced item, please immediately contact us at support@sailbrace.com. We generally process orders within 12 - 24 hours, and once our warehouse has processed your order, we won’t be able to make changes to your order. 

 

I just placed my order. Can I add another item to it?

Unfortunately, we cannot add anything to an existing order. Please place a new order for the new item.

 

Where Is my confirmation email?

After you place an order, you will receive an order confirmation email to the email address you entered on your order. If, for some reason, you did not receive an email, please check your spam folder and add support@sailbrace.com to your safe sender list. If you still could not find it, please contact us at support@sailbrace.com.

 

My order didn’t go through. What should I do?

If you’re still receiving an error message after reviewing your credit card information, billing, and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please contact Customer Support at support@sailbrace.com.

 

My order status says “Unfulfilled”. What does that mean?

“Unfulfilled” just means that ordered items have not yet been shipped! Once your items are shipped, you’ll receive a tracking number, and your order status will change to “Fulfilled.”

 

Are all items nickel-free?

Absolutely! All Sailbrace items are nickel free. We only choose premium-quality materials so it’s perfectly safe to wear them. 

 

Are Sailbrace items water-resistant? 

You can shower and swim with them. Including swimming pools and the sea. Of course, with long term use, the items can be subject to wear.

 

How do I tie a Sailbrace bracelet which does not have an adjustable knot?

The Sailbrace bracelet is tied with a simple knot. Since it represents your passion, it is meant that you never take it off your hand.

 

Will I have to pay international taxes and duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Duties and taxes fees may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

 

We cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, on rare occasions custom agents may delay delivery of some packages.

 

There are no additional duties and taxes within the EU/EEA area. 

 

How can I track my order?

A tracking code will be provided to you via email as soon as the items leave our warehouse. At that moment you'll receive a notification email from us stating the tracking number and a link to where you can follow your package every step of the way to your door. Make sure to check your spam folder in case you can’t see it. 

 

What is your return policy?

If you are a consumer from an EU/EEA country, you have 14 days from the date you received the item to inform us about your order cancellation/withdrawal from the contract and we will refund you the paid purchase price and the costs of standard shipping. You have to return the items in 14 days from the date of cancellation notice/date of notice on withdrawal (they need to be shipped within these 14 days). We do not offer free returns for customers.

Please keep in mind that we are not able to directly exchange goods so if you decide you would like a different item you will need to return ordered items and place a new order. 

If you decide to return the purchased items, send us an email at support@sailbrace.com and send your items to:

SB Group d.o.o.; Tržaška cesta 202, 1000 Ljubljana

Make sure that you correctly protect the package. Write down your name, address, and order number.  

 

More detailed information on withdrawal from the contract and information on items with defects can be found in the Terms and Conditions.

 

Do you have any retail locations?

Yes! There are many stores that sell Sailbrace items around the world, but unfortunately, we do not have a store locator at this moment.

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