Frequently Asked Questions
All your FAQs are answered here on this page!
Account
What are the benefits of having a SAPIÊN account?
- Easily edit your personal and payment information. View your order history;
- Follow up the status of your recent orders;
- Enjoy exclusive discounts and promotions if you have signed up to our newsletters.
How do I register?
To begin, click the account icon located in the home navigation bar. Next, select the 'Create account' link. Enter your email address, password, and name as prompted, and then click the 'CREATE' button to complete the process.
I forgot my password, what should I do?
Click the account icon in the home navigation bar, then select the ‘Forgot your password?’ link. Follow the instructions provided to reset your password.
- Easily edit your personal and payment information. View your order history;
- Follow up the status of your recent orders;
- Enjoy exclusive discounts and promotions if you have signed up to our newsletters.
To begin, click the account icon located in the home navigation bar. Next, select the 'Create account' link. Enter your email address, password, and name as prompted, and then click the 'CREATE' button to complete the process.
Click the account icon in the home navigation bar, then select the ‘Forgot your password?’ link. Follow the instructions provided to reset your password.
Orders
How do I track my orders?
Once your order has shipped, you will receive a shipping confirmation email. This email will contain your tracking number and a link to check the status of your order. Alternatively, you can view your order status by visiting your account page.
Can I cancel or change my order?
To cancel or change your order, please contact our customer service team as soon as possible. Once the product has been shipped or you have received a shipping confirmation email, the order status cannot be altered.
Once your order has shipped, you will receive a shipping confirmation email. This email will contain your tracking number and a link to check the status of your order. Alternatively, you can view your order status by visiting your account page.
To cancel or change your order, please contact our customer service team as soon as possible. Once the product has been shipped or you have received a shipping confirmation email, the order status cannot be altered.
Payment
What payment methods can I use with my order?
We accept various payment methods, including IDEAL, Mastercard, and VISA. You can select your preferred payment option during checkout.
Is it safe to purchase items on SAPIÊN?
Absolutely! it is safe to shop on sapien.com. All your personal information and credit card will be encrypted.
Before confirming the transaction, our payment department will check whether there is a fraud in each transaction to ensure your safety.
We accept various payment methods, including IDEAL, Mastercard, and VISA. You can select your preferred payment option during checkout.
Absolutely! it is safe to shop on sapien.com. All your personal information and credit card will be encrypted.
Before confirming the transaction, our payment department will check whether there is a fraud in each transaction to ensure your safety.
Shipping
How long will it take to get my order?
Shipping
We are committed to providing the best price-to-quality ratio for our products. To achieve this, we ship products directly from the supplier. We offer free worldwide shipping and additional option to insure the shipping.
This approach allows us to significantly reduce transport, storage, packaging, and shipping costs, enabling us to offer products at a fair price.
Every order is processed within 48 hours, and the average delivery time is 5 to 15 business days.
Returns
Change
If you're not completely satisfied with your purchase, we offer a simple exchange process. You can exchange an item for another product or a different size. To initiate the exchange, please contact us via the provided email address, include your order number, and clearly state which product you'd like to exchange and for which alternative item or size. Please note that some changes may be limited, but we strive to accommodate your requests. Our dedicated customer service team is ready to assist you and ensure you receive the desired product quickly.
Returns
When you have received your order, you can return within 30 days. Please be aware that the product and the packaging must be in the same condition in which you have received it in. Labels and plastic protection films must still be attached and the watch must be inactivated. The products must be unused and in their original packaging.
We will send you a notification by email when we receive your return and when we have processed it. Please allow up to 14 days for your return to be processed.
In case the product is received broken or damaged, the buyer is obliged to inform us immediately and we will send further instruction of how to proceed.
We will inspect the product carefully and when a default (not caused by the customer) is detected, a new product or a replacement will be sent back and the customer will be reimbursed for his/her expenses.
As the sender, you are responsible, and we want to avoid any misunderstandings. These costs will not be covered by us. Additionally, handmade products cannot be returned.
Contact Us
For both exchanges and returns, we invite you to reach out via our "Contact" page. Our friendly customer service team is here to answer your questions and guide you through the process. Be sure to include your order number and specific details of your request so we can assist you as efficiently as possible.
We believe in transparency and are committed to making your shopping experience with us as pleasant as possible. Thank you for choosing us, and we look forward to serving you.
The expected delivery time has passed, what do I do?
If the expected delivery time has passed and you haven't received your order, please contact our customer service team. We will investigate the issue and provide an update on your order status as soon as possible.
How do I change my address once an order has been placed ?
Please contact customer service immediately to change your address before the shipment. Once the items are shipped, the address cannot be changed.
My order is missing products - what do I do?
We carefully check all orders before they are shipped but sometimes errors can occur. If something is missing from your order please contact us.
I have received the wrong product – what do I do?
If you receive your package, and it is not as you ordered, please contact us immediately. We will do everything we can to correct our mistakes as promptly as possible.
Shipping
We are committed to providing the best price-to-quality ratio for our products. To achieve this, we ship products directly from the supplier. We offer free worldwide shipping and additional option to insure the shipping.
This approach allows us to significantly reduce transport, storage, packaging, and shipping costs, enabling us to offer products at a fair price.
Every order is processed within 48 hours, and the average delivery time is 5 to 15 business days.
Returns
Change
If you're not completely satisfied with your purchase, we offer a simple exchange process. You can exchange an item for another product or a different size. To initiate the exchange, please contact us via the provided email address, include your order number, and clearly state which product you'd like to exchange and for which alternative item or size. Please note that some changes may be limited, but we strive to accommodate your requests. Our dedicated customer service team is ready to assist you and ensure you receive the desired product quickly.
Returns
When you have received your order, you can return within 30 days. Please be aware that the product and the packaging must be in the same condition in which you have received it in. Labels and plastic protection films must still be attached and the watch must be inactivated. The products must be unused and in their original packaging.
We will send you a notification by email when we receive your return and when we have processed it. Please allow up to 14 days for your return to be processed.
In case the product is received broken or damaged, the buyer is obliged to inform us immediately and we will send further instruction of how to proceed.
We will inspect the product carefully and when a default (not caused by the customer) is detected, a new product or a replacement will be sent back and the customer will be reimbursed for his/her expenses.
As the sender, you are responsible, and we want to avoid any misunderstandings. These costs will not be covered by us. Additionally, handmade products cannot be returned.
Contact Us
For both exchanges and returns, we invite you to reach out via our "Contact" page. Our friendly customer service team is here to answer your questions and guide you through the process. Be sure to include your order number and specific details of your request so we can assist you as efficiently as possible.
We believe in transparency and are committed to making your shopping experience with us as pleasant as possible. Thank you for choosing us, and we look forward to serving you.
If the expected delivery time has passed and you haven't received your order, please contact our customer service team. We will investigate the issue and provide an update on your order status as soon as possible.
Please contact customer service immediately to change your address before the shipment. Once the items are shipped, the address cannot be changed.
We carefully check all orders before they are shipped but sometimes errors can occur. If something is missing from your order please contact us.
If you receive your package, and it is not as you ordered, please contact us immediately. We will do everything we can to correct our mistakes as promptly as possible.
Returns
What conditions need to be fulfilled to return an item?
Shipping
We are committed to providing the best price-to-quality ratio for our products. To achieve this, we ship products directly from the supplier. We offer free worldwide shipping and additional option to insure the shipping.
This approach allows us to significantly reduce transport, storage, packaging, and shipping costs, enabling us to offer products at a fair price.
Every order is processed within 48 hours, and the average delivery time is 5 to 15 business days.
Returns
Change
If you're not completely satisfied with your purchase, we offer a simple exchange process. You can exchange an item for another product or a different size. To initiate the exchange, please contact us via the provided email address, include your order number, and clearly state which product you'd like to exchange and for which alternative item or size. Please note that some changes may be limited, but we strive to accommodate your requests. Our dedicated customer service team is ready to assist you and ensure you receive the desired product quickly.
Returns
When you have received your order, you can return within 30 days. Please be aware that the product and the packaging must be in the same condition in which you have received it in. Labels and plastic protection films must still be attached and the watch must be inactivated. The products must be unused and in their original packaging.
We will send you a notification by email when we receive your return and when we have processed it. Please allow up to 14 days for your return to be processed.
In case the product is received broken or damaged, the buyer is obliged to inform us immediately and we will send further instruction of how to proceed.
We will inspect the product carefully and when a default (not caused by the customer) is detected, a new product or a replacement will be sent back and the customer will be reimbursed for his/her expenses.
As the sender, you are responsible, and we want to avoid any misunderstandings. These costs will not be covered by us. Additionally, handmade products cannot be returned.
Contact Us
For both exchanges and returns, we invite you to reach out via our "Contact" page. Our friendly customer service team is here to answer your questions and guide you through the process. Be sure to include your order number and specific details of your request so we can assist you as efficiently as possible.
We believe in transparency and are committed to making your shopping experience with us as pleasant as possible. Thank you for choosing us, and we look forward to serving you.
How do I return an item?
Please contact us at info@sapien-official.com for the return address. The sender is always responsible for the shipping.
Once your return is accepted, we’ll send you an instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will ensure that the purchase amount is refunded to your account within 5 business days.
How can I exchange a product?
If you want to exchange a product, you can send an e-mail to support@sapien.com for the exchange instructions within 14 days after delivery of your shipment.
Shipping
We are committed to providing the best price-to-quality ratio for our products. To achieve this, we ship products directly from the supplier. We offer free worldwide shipping and additional option to insure the shipping.
This approach allows us to significantly reduce transport, storage, packaging, and shipping costs, enabling us to offer products at a fair price.
Every order is processed within 48 hours, and the average delivery time is 5 to 15 business days.
Returns
Change
If you're not completely satisfied with your purchase, we offer a simple exchange process. You can exchange an item for another product or a different size. To initiate the exchange, please contact us via the provided email address, include your order number, and clearly state which product you'd like to exchange and for which alternative item or size. Please note that some changes may be limited, but we strive to accommodate your requests. Our dedicated customer service team is ready to assist you and ensure you receive the desired product quickly.
Returns
When you have received your order, you can return within 30 days. Please be aware that the product and the packaging must be in the same condition in which you have received it in. Labels and plastic protection films must still be attached and the watch must be inactivated. The products must be unused and in their original packaging.
We will send you a notification by email when we receive your return and when we have processed it. Please allow up to 14 days for your return to be processed.
In case the product is received broken or damaged, the buyer is obliged to inform us immediately and we will send further instruction of how to proceed.
We will inspect the product carefully and when a default (not caused by the customer) is detected, a new product or a replacement will be sent back and the customer will be reimbursed for his/her expenses.
As the sender, you are responsible, and we want to avoid any misunderstandings. These costs will not be covered by us. Additionally, handmade products cannot be returned.
Contact Us
For both exchanges and returns, we invite you to reach out via our "Contact" page. Our friendly customer service team is here to answer your questions and guide you through the process. Be sure to include your order number and specific details of your request so we can assist you as efficiently as possible.
We believe in transparency and are committed to making your shopping experience with us as pleasant as possible. Thank you for choosing us, and we look forward to serving you.
Please contact us at info@sapien-official.com for the return address. The sender is always responsible for the shipping.
Once your return is accepted, we’ll send you an instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will ensure that the purchase amount is refunded to your account within 5 business days.
If you want to exchange a product, you can send an e-mail to support@sapien.com for the exchange instructions within 14 days after delivery of your shipment.