TERMS & CONDITIONS

 

Welcome to SATO London. These Terms and Conditions govern your use of our website and the purchase of our products. Please read them carefully before placing an order. By ordering from us, you confirm that you have read, understood, and agree to these terms.

WHO WE ARE

SATO London is operated by [Your Company Legal Name].

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

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

These Terms and Conditions, together with our Privacy Policy and Cookie Policy, form the entire agreement between you and us.

ACCEPTANCE OF TERMS

By accessing our website (sato.london) and placing an order, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, please do not use our website or purchase our products.

This website is intended for customers aged 18 and over. By placing an order, you confirm that you are at least 18 years old.

We reserve the right to update these Terms and Conditions at any time. Changes will be posted on this page with an updated date. Your continued use of our website after changes are posted constitutes acceptance of the updated terms.

PRODUCT INFORMATION

Product Descriptions

We make every effort to ensure our product descriptions, measurements, and images are accurate. However, please note:

  • Colors may vary slightly depending on your device screen settings

  • Products are photographed on different body types and sizes, so fit may vary

  • All measurements are approximate and may vary by 1-2cm

  • Natural fabric variations are normal and add to the uniqueness of each piece

Product Availability

All SATO pieces are made to order. While we strive to fulfill every order, we reserve the right to cancel orders if:

  • We cannot source materials

  • Production issues arise

  • The product is no longer available

If we cancel your order, we will notify you immediately and issue a full refund within 5-7 business days.

PLACING AN ORDER

How Orders Work

  • When you place an order through our website, you are making an offer to purchase our products under these Terms and Conditions.

    Order Confirmation Email: After you place an order, you'll receive an automated confirmation email acknowledging receipt of your order. This does not mean your order has been accepted—it is simply confirmation that we received your order details.

    Order Acceptance: Your order is only accepted when we begin production of your piece, at which point we will send you a production confirmation email. A contract is formed between us at this point.

Pre-Order Model

All SATO pieces are made to order with a production lead time of 3-5 weeks. By placing an order, you acknowledge and agree to this timeline.

We will keep you updated via email throughout the production and shipping process.

Right to Refuse

We reserve the right to refuse or cancel any order at our discretion, including orders that:

  • Contain incorrect or incomplete information

  • Are suspected of fraud or unauthorized transactions

  • Cannot be fulfilled due to stock or production limitations

If we cancel your order after payment has been processed, we will issue a full refund.

PRICING & PAYMENT

Prices

All prices on our website are shown in British Pounds (£) and include UK VAT where applicable.

Prices are correct at the time of publication but may change at any time. The price you pay is the price shown at the time you place your order, as confirmed in your order confirmation email.

We reserve the right to correct pricing errors. If we discover an error in the price of a product you have ordered, we will contact you and give you the option to:

  • Pay the correct price and proceed with your order

  • Cancel your order and receive a full refund

Payment Methods

We accept the following payment methods:

  • Visa, Mastercard, American Express

  • PayPal

  • Apple Pay, Google Pay

Payment is taken at the time you place your order (before production begins).

Payment Security

All payments are processed securely through our third-party payment provider. We do not store your payment card details on our servers. Your payment information is encrypted and handled in compliance with PCI-DSS security standards.

We are not responsible for any unauthorized access to your payment information that occurs outside of our control, provided we have taken reasonable security measures.

DELIVERY

UK Delivery

Standard Delivery: FREE on orders over £75
Orders under £75: £2.95
Delivery Time: 2-3 working days via Royal Mail (after your order is dispatched from our studio)

Pre-Order Timeline: Your piece will be ready to ship approximately 3-5 weeks after you place your order. Once dispatched, you'll receive tracking information via email.

International Delivery

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 & Import Duties: If you are ordering from outside the UK, you are responsible for any customs duties, taxes, or import fees charged by your country. These charges are not included in your order total and will be collected by your local customs authority upon delivery.

International Delivery

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 & Import Duties: If you are ordering from outside the UK, you are responsible for any customs duties, taxes, or import fees charged by your country. These charges are not included in your order total and will be collected by your local customs authority upon delivery.

Delivery Address

You are responsible for providing a complete and accurate delivery address. We are not liable for failed or misdirected deliveries due to incorrect address information.

If your order is returned to us due to an incorrect address or failed delivery attempts, you will be responsible for reshipping costs if you wish to have it resent.

Failed Deliveries

If Royal Mail is unable to deliver your order and it is returned to us, we will contact you to arrange redelivery. We reserve the right to charge for redelivery costs.

If we do not hear from you within 30 days of the package being returned to us, we may dispose of the goods and will not issue a refund.

Risk & Title

Risk of loss or damage to products passes to you upon delivery. Title (ownership) of products passes to you when payment is received in full and the goods are dispatched.

RETURNS, EXCHANGES & REFUNDS

For full details on returns and refunds, please see our Shipping & Returns page. The following is a summary:

UK Returns (14-Day Right to Cancel)

Under UK Consumer Rights, you have the right to cancel your order and return products within 14 days of receiving them.

To be eligible for a return:

  • Items must be unworn and in original condition

  • All tags must be attached

  • Items must be in original packaging

UK Returns: Free returns via Royal Mail
Refund: Full refund including original standard delivery cost (if you selected premium delivery, only standard delivery cost is refunded)

International Returns

International customers may return items within 14 days of receipt, but you are responsible for return postage costs.

Refund Processing

Refunds will be issued to your original payment method within 5-7 business days after we receive and inspect your return. Please allow an additional 5-10 days for the refund to appear in your account depending on your card issuer.

Pre-Order Cancellations

You may cancel your pre-order at any time before it is dispatched from our studio by emailing hello@sato.london. We will issue a full refund.

Once your order has been dispatched, our standard 14-day return policy applies.

Non-Returnable Items

The following items cannot be returned for hygiene reasons unless they are faulty:

  • Earrings

  • Swimwear with broken hygiene seals

INTELLECTUAL PROPERTY

What We Are Responsible For

We are responsible for:

  • Providing products that match their description

  • Ensuring products are of satisfactory quality

  • Delivering products within the timeframe stated (subject to reasonable delays)

Nothing in these terms limits our liability for:

  • Death or personal injury caused by our negligence

  • Fraud or fraudulent misrepresentation

  • Any other liability that cannot be excluded under UK law

What We Are Not Responsible For

To the fullest extent permitted by law, we are not liable for:

  • Delays caused by Royal Mail or circumstances beyond our control

  • Any indirect, consequential, or special damages (including loss of profits, business, or data)

  • Damage caused by your misuse of products

  • Color variations due to screen settings

  • Natural variations in fabric or materials

Our total liability to you for any claim arising from your order is limited to the purchase price of the product(s) in question.

FORCE MAJEURE

We will not be liable for any failure or delay in fulfilling our obligations due to circumstances beyond our reasonable control, including:

  • Acts of God (floods, fires, earthquakes, storms)

  • War, terrorism, civil unrest

  • Government restrictions or regulations

  • Strikes, labor disputes

  • Supplier failures

  • Pandemics or public health emergencies

  • Transportation disruptions

If such an event occurs, we will notify you as soon as reasonably possible and make every effort to minimize the impact on your order.

DATA PROTECTION & PRIVACY

We are committed to protecting your personal data in accordance with UK GDPR and the Data Protection Act 2018.

For full details on how we collect, use, and protect your information, please see our Privacy Policy.

By placing an order, you consent to us processing your personal data for the purposes of fulfilling your order and communicating with you about it.

THIRD-PARTY LINKS

Our website may contain links to third-party websites (such as payment providers or social media platforms). We are not responsible for the content, privacy practices, or terms of these external sites. Please review their policies before providing your information.

GOVERNING LAW & DISPUTES

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes arising from your use of our website or your order will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer, you may also have rights to bring claims in the courts of the country where you live.

Complaints

If you have a complaint about your order or our service, please contact us at hello@sato.london. We will do our best to resolve the issue promptly.

If we cannot resolve your complaint, you may have the right to use an Alternative Dispute Resolution (ADR) service or refer your complaint to the Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr.

GENERAL

Entire Agreement

These Terms and Conditions, together with our Privacy Policy, Cookie Policy, and any order confirmation emails, constitute the entire agreement between you and us.

Severability

If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Waiver

Our failure to enforce any provision of these terms does not constitute a waiver of that provision or our right to enforce it in the future.

Assignment

We may transfer or assign our rights and obligations under these Terms and Conditions to another company without your consent. You may not transfer your rights or obligations without our written consent.

Contact Us

If you have questions about these Terms and Conditions, please contact us:

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

Last updated: February 2026