returns & refunds
At Sidato, we take pride in every product we deliver — but we understand that sometimes, things need to be returned. Whether it's a change of mind or a rare fault, our returns process is designed to be simple, transparent and fair.
This page outlines everything you need to know about returning an order, processing refunds, and how long things take. Please read carefully and refer to our Terms and Conditions for any legal clarifications.
If you have any questions not answered below, just email us at info@sidato.com — we’re here to help.
We understand that sometimes purchases don’t work out, and we’re here to make the return process simple.
Returns Period:
You have 28 days from the day you receive your order to return your item(s) for a refund to your original payment method. Returns received after this period will be sent back to you.
Exchanges:
We currently do not offer exchanges via our distribution centre. However, items can be exchanged at our mainline UK retail partners, if applicable.
Condition of Returned Items:
Items must be unused, in original packaging, with all tags intact. This includes:
- Handbags in their dust bags
- Shoes in their original boxes
- Fragrances unused and sealed
- Jewellery (excluding earrings) in original condition
- Swimwear & underwear with hygiene seals and tags intact
Cross-Border Returns:
We can only process returns from the country where the purchase was made and in the same currency.
Faulty Items:
If you believe your item is faulty, it will be inspected by our team to confirm a manufacturing fault before a refund is issued.
Repetitive Returns:
To ensure fairness, Sidato monitors return behaviour. We reserve the right to refuse returns or deactivate accounts where unusual patterns are detected.
It generally takes up to 5 working days for a return to reach us, depending on your courier. During seasonal peaks, allow up to 10 business days.
UK Returns via Royal Mail:
Royal Mail’s Medway Mail Centre is a sorting facility — returns may take an extra 48 hours from there to reach us.
Refund Times:
Once processed, refunds usually appear within:
- 3–10 working days for most payment methods
- 2–3 days for PayPal
- 1–2 days for Gift Cards
If you paid using a gift card and another payment method, refunds are prioritised to the gift card first.
Yes! Items purchased from our Sidato Outlet section online follow the same returns policy as full-price purchases.
We offer free returns for all UK orders. To return your order:
- Use our Returns Portal to locate your order
- Select the items you wish to return
- Download your free Royal Mail label
You’ll be kept informed via email once your return is received and processed.
If you’re waiting for a refund, first check your tracking number and allow up to 10 working days — longer during sales or holidays.
Tracking UK Returns:
Please note that the Royal Mail Medway Centre is a sorting hub. Packages may take 48 hours to travel from there to our distribution team.
Still missing?
If you believe your return is lost, email info@sidato.com with your tracking number. We'll initiate a courier investigation and may request a declaration form to confirm non-receipt.
Refunds are not issued until returns are confirmed received and inspected. For more details, refer to our Terms and Conditions.