Sandro Lopez

Customer Service

Shopping at Sandro Lopez

Sandro Lopez collections are produced in numbered editions and in limited series. The online store features all the items that are currently in production as well as upcoming pieces available to preorder. If you would like to receive advance information about upcoming product launches, events and offers please subscribe to our newsletter here.

All products including their parts and packaging are 100% made in Italy and shipped directly to you from our facility close to Milan. We work with some of the best local suppliers, the production methods often combine advanced industrial processes with traditional crafts techniques. The manual nature of the craftsmanship together with the natural tone, pattern and color variation of the natural materials that we use, result in pieces that are each slightly different and unique. You can read more about Sandro Lopez design philosophy here.

By placing an order, you are accepting our terms and conditions. All orders are subject to availability and confirmation of the order price. The language of the contract is English and we will sell our collections in Euro (€).

You are not required to sign-in or register with us in order to place an order.

We currently don’t offer registered accounts and you can only place an order as a guest.

Payments

We accept online payments with MasterCard, VISA and American Express as well as Paypal.

The currency used is Euro (€) for all countries. All prices include VAT but exclude shipping costs.

We process card payments through Stripe payment gateway, an authorised payment agent that checks directly with your bank to ensure your card is valid for the purchase. Stripe uses the international security standard PCI DSS (developed by the card companies VISA, MasterCard, Diners, American Express and JCB). All of your card details and personal information is passed to Stripe in encrypted form using TLS (Transport Layer Security, also referred to as SSL) through a secure connection which means it cannot be read by external parties. To learn more about Stripe you can visit their website.

Delivery

Once your order is received we will send you an email confirmation including all relevant information about your order. We do our best to process and dispatch your order as soon as possible. Once your order is dispatched, we will send you an email with the shipping code that you can use to track your parcel.

The cost for delivery is clearly indicated during the check-out process and automatically added to your order total value before making the payment.

You will find the relevant estimated delivery time in the “shipping & payment” section of each product. Please ensure to read this section carefully before placing your order.

Please note that all of our products are made in numbered editions and the delivery time depends on availability at the moment of order. You should always refer to the estimated delivery time in the “shipping & payment” section of each product.

Below is a list of standard delivery times and costs categorised by country. If you wish to place an order for a country that is not listed below, please send us an email with your details and we will provide you with a quote as soon as possible.

Country Delivery time
(working days)
Shipping cost
Italy 3–5 FREE
All other EU countries 3–5 €10
Switzerland, Liechtenstein 5–10 €15
Norway, Iceland, Turkey, Albania 5–10 €25
US, Canada, Mexico 5–10 €50
Japan, South Korea, Singapore,
Indonesia, Malaysia
5–10 €50
UAE, India 5–10 €50
Australia, New Zealand 5–10 €55
Brazil, Argentina,
Colombia, Venezuela
5–10 €70
Algeria, Egypt, Morocco,
Tunisia, Lebanon
5–10 €70

Return or exchange

All items that are delivered faulty, can be exchanged or returned within 15 days of delivery. We require the items to be unused and in their original packaging.

You will receive your refund consisting of the cost of the products or difference in case of exchanges, by the same method you used to pay.

Making a return or exchange is free of charge, however please note that we won’t be able to refund any shipping costs paid at the moment of purchase.

How to return or exchange an item:

  1. Pack the item in its original packaging.
  2. Make a return request by emailing us at store@sandrolopez.com.
  3. After receiving your request we will send you a return label that you should print and attach to the outside of your parcel. Please make sure that you remove or cover the original address label.

Please remember that the financial responsibility for the return is yours until the items reache us, so we recommend that you only use our postage labels and delivery service.

We will let you know when we receive and approve your return. Our standard processing time for a return/exchange is 10 working days. Then we’ll issue a refund by the same payment method you used for your order, or confirm and send the item you would like in exchange.

For card refunds we will ask your bank to process a refund. Please note that card refunds can take up to 10 working days depending on your bank and we are unable to influence this.

For Paypal refunds we will credit your PayPal account and the refund will show on your PayPal statement after 3 working days. PayPal payments funded by a credit or debit card will be refunded to that card, and for payments funded with both a card and another funding source, the card portion will be refunded to the card and the remainder to the PayPal account.

We will refund your purchase in € (Euro), and we always use the most up-to-date exchange rate. Please note that depending on your bank’s currency conversion rate, a difference from the original charged sum may occur when your bank refunds your account.

Frequently asked questions

Privacy policy

PRIVACY POLICY

This Privacy Policy contains an explanation of what happens to personal data that you choose to provide to us, or that we collect from you whilst you visit this site.

WHAT DATA DO WE COLLECT?

In running and operating this website we may collect and process certain data and information relating to you and your use of this site. This data and information is detailed below:

Details of visits to our website and the pages and resources that are accessed, including, but not limited to, traffic data, location data and other communication data that may assist us in understanding how visitors use this website.

Information that visitors provide to us as a result of filling in forms on our website, such as when a visitor registers for information, places an order or provides shipping details. When your information is collected we will tell you the purposes for which such information will be used and allow you to choose how you wish to be contacted. We will also tell you where the provision of information is mandatory or optional.

Visitors to this website who have javascript enabled are tracked using Google Analytics. Google Analytics collects the following types of information from users:
– Type of user agent (web browser) used, software manufacture and version number.
– Type of operating system
– Screen colours (colour processing ability of the user’s screen)
– Javascript support
– Flash version
– Screen resolution
– Network location and IP address: can include country, city, state, region, county, or any other geographic data.
– Hostname
– Bandwidth (internet connection speed)
– Time of visit
– Pages visited
– Time spent on each page of the website
– Referring site statistics
– The website (URL) the user came through in order to arrive at this website (for example: by clicking on a hyperlink from google.com)
– Search engine query used (for example: typing in a phrase into a search engine like Google, and clicking on a link from that search engine)

Google Analytics data is shared with Google. For more information on Google’s Privacy Policies, visit: http://www.google.com/privacy_ads.html

HOW DO WE USE YOUR PERSONAL DATA?

We may use your personal data for the following purposes:

To process your orders and returns via our online services
To send you email notifications of delivery status
To contact you in the event of any problems with the delivery of your items
To answer your queries and to inform you of new or changed services
To send marketing offers such as newsletters and magazines only when you have given us permission to do so
To make analyses in order to provide you with relevant marketing offers and information
To test and improve our systems by which the services are provided
To prevent misuse or improper use of our services
We will keep your data for as long as necessary to fulfil the purposes above or for as long as we are required by law. After this your personal data will be deleted.

WHAT ARE YOUR RIGHTS

You have the right to request information about the personal data we hold on you at any time (free of charge, once a year). If your data is incorrect, incomplete or irrelevant, you can ask to have the information corrected or removed. We cannot remove your data when there is a legal storage requirement, such as book-keeping rules or when there are other legitimate grounds to keep the data, such as unsettled debts. You can withdraw your consent to us using the data for marketing purposes at any time. You can contact us by sending an email to news@sandrolopez.com

WHO CAN ACCESS YOUR DATA?

We never pass on, sell or swap your data for marketing purposes to third parties. Data that is forwarded to third parties, is only used to provide you with the services mentioned above, for example shipping agents in connection with the delivery of goods, media agencies for distribution of newsletter and credit reference or debt collection agencies for the purpose of credit rating checks, identity checks and debt collection.

HOW DO WE PROTECT YOUR DATA?

We have taken technical and organisational measures to protect your data from loss, manipulation, unauthorised access. To make card purchases with us as secure as possible, all information is sent in encrypted form. This means that the information is passed through a secure connection and that your personal data cannot be read by external parties. For card purchases we work with an authorised payment agent that helps us to check directly with your bank that the card is valid for purchases. Our payment agent processes your card details according to the international security standard PCI DSSThis means that your card details are processed with a very high level of security. When you pay by card, we reserve the right to carry out an identity check.

LINKS

This website may include links to other websites which do not fall under our supervision. We cannot accept any responsibility for the protection of privacy or the content of these websites

COOKIES

A cookie is a small text file that is saved to, and, during subsequent visits, retrieved from your computer or mobile device. Sandro Lopez uses cookies to enhance and simplify your visit. We do not use cookies to store personal information, or to disclose information to third parties.

You can easily erase cookies from your computer or mobile device using your browser. For instructions on how to handle and delete cookies please look under “Help” in your browser. You can choose to disable cookies, or to receive a notification each time a new cookie is sent to your computer or mobile device. Please note that our website requires cookies in order for all of its features to function correctly.

 
 
 
 

Terms & Conditions

TERMS & CONDITIONS

1. GENERAL

1.1- The following terms and conditions apply to all orders placed by the customer (hereinafter referred to as “you”) with ALISSANDRO LOPEZ (“Sandro Lopez”, “us” or “we”), at the Sandro Lopez website.

1.2- By using sandrolopez.com and/or placing an order, you agree to be bound by the terms and conditions set out herein (the “Terms”). 

1.3- The Sandro Lopez website only offers products that we have in stock or that are in the process of manufacturing and that are published on www.sandrolopez.com. The inclusion of these products does not mean that they will be available at any time. We reserve the right to discontinue any product at any time.

1.4- We may modify the Terms and Conditions from time to time. The version of the Terms that will apply to your order will be those on sandrolopez.com at the time you place your order. If you do not agree to any change of the Terms and Conditions then please stop using the website.

2. PRICES AND DELIVERY CHARGES

2.1- The prices displayed on sandrolopez.com include the VAT based on the country of origin of the goods which in this case is Italy, but do not include delivery charges.

2.2- The delivery charge for each order will depend on the items dimensions or weight as well as country of destination. The cost for each delivery method is clearly indicated during the check-out process and prior to confirming your order. 

3. ORDERING/CONCLUSION OF CONTRACT

3.1- Once you have placed your order, if you have supplied us with your email address, you will receive an email confirmation. If for any reason we are unable to fulfil your order, we will let you know as soon as possible. If we have already received payment for this order, we will attempt to refund the applicable amount using the same method used to make the payment. In case alternative arrangements may be necessary we will contact you to settle the refund.

4. DELIVERY 

4.1- Sandro Lopez will dispatch the approved orders as quickly as possible and in the order that they have been received. Delivery for standard orders takes about 5-10 working days (Monday – Friday) from the time of placing the order.

4.2- Delivery times may vary depending on product availability and where the order is to be delivered. Occasional delays may occur during peak periods or in the case of unexpected events. At the latest, orders will be delivered within a sixty days window from placing the order. In the unlikely event that your delivery time exceeds 60 days, you may cancel your order.

4.3- Before you place your order, you will be informed of the expected delivery details. Shipping fees will be displayed at the checkout. If you have given us your email address, you will receive a confirmation with your expected delivery details.

4.4- If your order does not arrive by the scheduled date, please contact us at store@sandrolopez.com.

5. RETURNS

5.1- We guarantee either a full refund of the cost of the purchased item or a replacement for any items that were delivered to you faulty. We cannot refund any shipping payments made at the moment of placing the order.

5.2- The return and exchange service is free of charge. We require the items to be unused and in their original packaging. All items returned should include the completed returns note with an order reference number and your contact details. Unidentified returns may not be eligible for a refund. 

5.3- If you wish to return your order, please contact us within 15 days of receiving your item. You can do this either by emailing us at store@sandrolopez.com.

5.4- The financial responsibility for the return is yours until it reaches us, so we recommend that you only use our suggested standard return service, postage labels and delivery method. In case you wish to use your own delivery service, note that you only have 10 days from the time of your return request to deliver the package to us.

5.5- Once we process and approve your refund, we will provide a refund, attempting to use the same method that you used to make the payment. We will do this as soon as possible, at the latest, the refund will be given within 10 days of receiving the items. Another payment method may be used for the refund, provided that you consent to such change. This will not generate any additional charges.

6. PAYMENT METHODS

You can pay for your goods in various ways as set out below.

6.1- Credit card or debit card
You can enter your payment details at the time that you place your order using a valid credit or debit card (VISA, Mastercard or American Express). Sandro Lopez reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.

6.2- PayPal
When paying by PayPal, Sandro Lopez reserves the right to check the validity of the PayPal account, that there are enough funds to cover the purchase sum and validate the billing address details of the purchaser. Sandro Lopez reserves the right to deny any purchase depending on the result of these checks.

6.3- The currency used is Euro (€) for all countries. VAT is included in all our prices and will be based on the country of origin of the products in this case Italy. 

6.3- We do not accept cash, cheques or bank transfers.

7. REPRESENTATION 

7.1- We have made every effort to display as accurately as possible the colours and composition of our products that appear on sandrolopez.com. If there are colour differences between the colours shown on the website on your computer and the actual colours of the products, this may be due to the colour reproduction on your computer.

7.2- Please note that we often use manual crafts processes when making our products, this means that no two items are exactly alike. Whenever natural materials such as wood and stone are used, the natural tone, color and pattern variation of the materials can affect the appearance of the products, making every item different from others. In this sense the images on our website are used for representation purposes only and the actual product may vary.

8. OUR LIABILITY

8.1- Nothing in these Terms shall exclude or limit our liability with regard to any matter for which it would be unlawful for us to limit or exclude our liability.

8.2- Sandro Lopez accepts liability for fraudulent misrepresentation by us or our employees or agents. If we breach these Terms, we shall only be liable for losses which are a reasonably foreseeable consequence of such breach.

8.3- Sandro Lopez is not liable for damages or losses caused due to a misuse of our products or services. The term misuse refers to the use of the product in ways that it was not originally designed and intended for, or in ways not presented as part of the product’s features and functions.

8.4- Sandro Lopez is not responsible for indirect losses which are a side effect of the main loss or damage, for example loss of profits or loss of opportunity; or for failure to deliver the goods or to meet any of our other obligations under these Terms where such failure is due to an event that is beyond our reasonable control.

8.5- Our maximum liability to you for any loss or damage arising in connection with your order on the Sandro Lopez website shall be limited to the total price of your order.

9. GUARANTEE

9.1- If there are faults or defects in the items that you have purchased from the Sandro Lopez website, or if you have a complaint regarding obvious material or manufacturing faults in goods that we have supplied, please let us know by returning the goods to us without delay by using the provided return service. The applicable terms and conditions are outlined in section 5 of this agreement.

10. SEVERANCE

10.1- If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other Terms shall continue to apply.

11. OWNERSHIP OF RIGHTS

11.1- All intellectual property rights, such as trademarks and copyrights on the Sandro Lopez website remain with Sandro Lopez. Any use of the website or its contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of Sandro Lopez.

12. COMPANY INFORMATION

12.1- Sandro Lopez has its registered office in Milan Italy:
Alissandro Lopez
Via Filippo Juvara 7
20129 Milan (Italy)
VAT registration number: IT07955390963
Company registration number: MI-2061634
C.F. LPZLSN82H19Z224X

13. ONLINE CUSTOMER SERVICE

13.1- We are here to help. If you have questions, complaints or any concern regarding your online purchase or the website you can email our customer service team at store@sandrolopez.com

14. TRANSLATION (PREVAIL CLAUSE)

14.1- In the event there is a conflict between this English version of the Terms and Conditions and a translated version, this English version shall prevail.
We recommend that you download our Terms and Conditions to keep a copy for your reference.

Contact us

Sandro Lopez
Via Filippo Juvara 7
20129 Milan
Italy

VAT Number
IT07955390963

General Enquiries
info@sandrolopez.com

Press Enquiries
press@sandrolopez.com

Store Enquiries
store@sandrolopez.com

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