FAQ
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.
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.
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 sapien.com?
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?
Orders placed on a weekend or holiday will be processed within the next 1-2 business days.
Shipping time also can vary from region to region, but delivery will occur within approximately 3 to 8 days. For detailed information, please visit our Shipping & Returns page
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 can I track my order?
We will send you a shipping confirmation email with your tracking number as soon as the order is sent.
You can also check it on the Order section of your account.
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.
Returns
What conditions need to be fulfilled to return an item?
- Please request a return within 14 days upon reception.
- Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
How do I return an item?
Please contact us at info@sapien.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.