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FAQs

How to shop and place an order

Do I need an account to place an order?

No, all you need is an email address to place and track orders. To checkout faster, access your wishlist and order updates, we recommend setting up a SENDEGARO account.

I've forgotten my password, what should I do?

Follow the forgot your password link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

How do I receive SENDEGARO email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can manage your email preferences in your account.

How do I place an order on your website?

Here’s how:

  1. Select your desired item and click Add To Bag. Once you've added all items, it's time to checkout
  2. Sign in to your account or, if you've not yet created one, continue via guest checkout

Enter your address, payment method and delivery details to place your order. We'll confirm the order and it will be carefully prepared and sent to you, with updates every step of the way.

Can I cancel my SENDEGARO order or make changes to it?

Yes, you may be able to cancel some items before we prepare your order. Head to contact us page, our live chat or send us an email.

You can't add items to an existing order, but you can place a new order for any additional pieces. For more information, view our Orders & Deliveries page

SENDEGARO pricing and payment

Why is SENDEGARO pricing different?

It's down to our unique business model. At SENDEGARO, you're shopping items from Dolce & Gabbana and partner boutiques worldwide.

Prices are determined by each us and partner boutique, so the price of the same item may vary depending on where it's coming from and your location. That's also why placing an item in your shopping bag or wishlist won't reserve it at a particular price.

Although we don’t have any control over price variation, we'll always offer you the best price available to your destination when you place your order.

To view the most accurate prices, select your delivery destination on our website.

Which currencies can I shop in?

This is determined by your delivery destination and will be displayed at checkout before placing your order. If your local currency is unavailable, your order will be charged in GBP for a competitive exchange rate.

When will my card be charged?

If you pay by debit card or PayPal, SENDEGARO will take payment when you place your order.

Which payment methods do you accept?

  • Visa
  • MasterCard
  • Maestro
  • American Express
  • Discover
  • Diners
  • JCB
  • JDpay (only available to China Mainland)
  • Apple Pay
  • Sezzle (only available to the US and Canada)
  • WeChat (only available in China Mainland, Hong Kong SAR and Macau SAR)
  • iDEAL (only available to The Netherlands)
  • Boleto (only available to Brazil)
  •  

We only accept credit card instalments as payment in Brazil.

For your safety, security checks are taken on all payments made to us at the time of purchase.

Will my personal details stay safe?

Absolutely. We keep your personal data private and confidential and only share it with your consent or if legally permitted to. For further details, view the SENDEGARO Privacy Policy

Product availability, authenticity and exdisplay items

Are you going to have my size again?

To be notified about a sold out item being back in stock, go to the product information page on our moible. Select your out of stock size on the dropdown menu and you will be notified via our app notification when the item is back in stock.

Can I reserve an item to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, we don't offer reservations.

Are SENDEGARO items guaranteed authentic?

Our offering is expertly curated by Dolce & Gabbana directly and boutiques around the globe ensuring all our items are guaranteed authentic.

How will my order be packaged?

Your order will be carefully prepared in a protective SENDEGARO package. If Dolce & Gabbana has provided any branded boxes, dust bags or cases, these will also be included.

Do your exdisplay items come in different conditions?

Yes, our exdisplay products have images shown with the condition that you are expected to receive it in.

Delivery, duties and taxes 

How much will I be charged for delivery?

Shipping is free of charge with an expedited arrival of 3-7 days. The good news is we offer One Delivery Fee for orders above a certain threshold – this means you can order multiple pieces from multiple locations for free unless you pick express delivery. You'll see the delivery fee at the checkout.

Do you offer Same Day delivery?

We currently do not offer same day delivery, although with our DHL Express shipping option, you will receive your order within 2 working business days.

When will I receive my item and how can I track delivery?

Once your order is confirmed, we'll send it within 2 business days. Depending on your location and selected delivery method, delivery can take 2-7 business days. We'll email you with the tracking information and an estimated delivery date when each item is sent.

You can also track your order by heading to Track Order.  

Will I need to pay duties and taxes?

SENDEGARO ships to the following destinations on a Delivery Duties Paid (DDP) basis:

European Union, The United Kingdom, USA, Canada, China Mainland, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic Of Korea, Kuwait, Mexico, Qatar, India, Norway, Saudi Arabia, Taiwan Region, Thailand, U.A.E, Japan, Brazil, Isle of Man, San Marino, Colombia, Chile, Argentina, Egypt, Lebanon, Hong Kong SAR, The Canary Islands and Bahrain.

This means that all applicable duties and taxes are included in the final price when you place your order and there are no additional costs due upon delivery.

If a Delivery At Place (DAP) destination is selected, the price you pay to SENDEGARO will exclude all relevant import duties and sales taxes. As the recipient, you'll need to pay these directly to the courier to release your order from customs upon arrival.

For US customers, SENDEGARO does not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases.

For more details, please contact your local customs office, respective tax authority.

I didn't receive my invoice with my order. Where can I find it?

We're creating a more sustainable shopping experience. To reduce waste, invoices have been removed from SENDEGARO orders.

Returns and refunds

What is SENDEGARO's returns policy?

We offer a refund on any items returned to us within 14 days of the delivery date, excluding any delivery costs. You can use our Free Collection service to return any damaged or incorrectly items.

Our payment provider will use the email address you provided at checkout and email you as soon as your refund has been processed. Once a refund is successfully claimed by you.

To start a return, go to Create a return in your account, or if you placed your order as a guest, enter your guest order details here

It's best to book your collection within 7 days of delivery — this is to make sure your package arrives within the required time frame. We are unable to process exchanges and all returned items must be unworn, undamaged and unused, with all tags attached. All designer boxes or cases that came with your order must be included with your return. If anything is damaged or missing from your return, you may not receive your refund. Read the full Returns Policy here

How do I book a free collection or return in store?

We currently do not offer free collection. We are currently creating a system made available to our customers in the near future.

How do I return my item?

Here’s what you need to do:

  1. Go to Create a return 
  2. Enter your Order Number and Email
  3. Select each item and your reason for returning

There are two ways to return your items. Depending on your if it is unwanted or damaged/incorrectly sent.

Prepare your return

  1. Place the item inside the SENDEGARO packaging - don't forget any brand boxes, dust bags, or cases
  2. Attach your Return Label to the outside of the SENDEGARO packaging.
  3. If you received a Return Note with your order, attach it to the outside of your package
  4. Give the Waybill Doc to the courier. Make a note of the Waybill Number to track your return

When your package is collected or dropped off, make sure you ask the courier to scan the label so you can track your return.

How do I package my item for return?

Follow these steps to prepare your item:

  1. Place any unwanted items, along with any brand boxes or cases that came with your order, inside the reusable SENDEGARO packaging

  2. Attach the Return Label and a signed copy of the Return Note to the outside of the SENDEGARO packaging. Please do not attach any labels to the designer box or cases that came with your order

If you're returning to multiple locations, please pack the items separately and attach the corresponding Return Label to the outside of each package.

Find out more about preparing your package for return here

Does my order need to be returned in the SENDEGARO package it arrived in?

We recommend returning your item in the reusable SENDEGARO package provided, but if you're unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and branded boxes.

Will the courier collect multiple packages?

Yes, your courier may be able to collect multiple packages.

When will I receive my refund?

You can track your return by using the tracking number assigned to your Return Label. Once your return has been received by our brand or partner boutique, it can take up to 6 calendar days to process. As soon as it's accepted, we'll send you a confirmation email.

Your refund will be processed to your original payment method. This can take up to 14 days to show in your account, depending on your payment provider.

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