Shipping & Returns

SHIPPING

Pre-Order Timeline

All SATO pieces are made to order. Once you place your order, please allow 3-5 weeks for your piece to be crafted and dispatched from our UK studio. You'll receive tracking details as soon as your order ships.

UK Shipping

Standard Delivery: FREE on orders over £75
Orders under £75: £2.95
Delivery Time: 2-3 working days via Royal Mail once dispatched from our studio

When will my order ship?

Your piece will be ready to ship approximately 3-5 weeks after you place your order. We'll send you email updates throughout the process and tracking information once your order is dispatched.

Track your delivery: Royal Mail will send notifications via email and SMS.

International Shipping

We ship worldwide via Royal Mail.

Delivery Time: Varies by destination (typically 5-10 working days after dispatch)
Shipping Cost: Calculated at checkout based on your location
Customs & Duties: International customers are responsible for any customs duties, taxes, or fees charged by your country. These are not included in your order total and will be collected upon delivery.

Important Information

Order Tracking: You'll receive a tracking number via email once your order ships. Use this to follow your delivery with Royal Mail.

Public Holidays & Weekends: Deliveries do not occur on public holidays or weekends.

Delivery Issues: If you have any questions about your delivery, please email us at hello@sato.london (Mon-Fri 9am-5pm GMT, excluding bank holidays).

RETURNS & EXCHANGES

Our Return Policy

We want you to love your SATO piece. If it's not quite right, you can return it within 14 days of receiving your order.

To be eligible for a return:

  • Items must be unworn and in their original condition

  • All original tags must be attached

  • Items must be in their original packaging

UK Returns: Free returns via Royal Mail
International Returns: Customer is responsible for return postage costs

How to Return (UK)

  1. Email us at hello@sato.london with your order number and reason for return

  2. We'll send you a free Royal Mail return label within 24 hours

  3. Pack your item securely with all tags attached

  4. Drop off at your nearest Post Office using the provided label

  5. You'll receive a refund within 5-7 business days once we receive your return

Return Address:
SATO London
15A Cambridge Road
London
E11 2PL

How to Return (International)

  1. Email us at hello@sato.london with your order number

  2. Return your item via a tracked postal service at your own cost

  3. We recommend keeping your postage receipt as proof of return

  4. Once we receive your return, we'll process your refund within 5-7 business days

Return Address:
SATO London
15A Cambridge Road
London, E11 2PL
United Kingdom

Exchanges

UK Customers: We're happy to exchange your piece for a different size or style. Email hello@sato.london and we'll arrange this for you at no additional cost.

International Customers: Due to shipping costs and lead times, we recommend requesting a refund and placing a new order for the piece you'd prefer.

Pre-Order Cancellations

You can cancel your pre-order at any time before it ships from our studio. Simply email hello@sato.london with your order number and we'll process a full refund.

Once your order has been dispatched, our standard return policy applies.

Refund Processing

Refunds are issued to your original payment method. This includes your original standard delivery cost (if you selected a premium delivery option, only the standard delivery cost is refunded).

Allow 5-7 business days after we receive your return.

You'll receive an email confirmation once your refund has been processed.

Credit cards may take an additional 5-10 days to reflect the refund.

Please Try On With Care

To ensure your return is accepted:

✓ Try garments on over underwear
✓ Avoid wearing perfume, deodorant, or makeup when trying on
✓ Keep all tags attached
✓ Keep original packaging

Items showing signs of wear, makeup, perfume, or with missing tags cannot be accepted and will be returned to you at your expense.

Need Help?

If you have any questions about shipping or returns, we're here to help.

Email: hello@sato.london
Hours: Monday – Friday, 9am – 5pm GMT (excluding bank holidays)

We typically respond within 24 hours.