FAQ

Frequently asked questions

Please note: Due to the peak sale period, It may take a little longer for your return to be processed. Sorry for the inconvenience! We do our best to process everything asap!

Payment methods

How can I pay on the Sapph webshop?

Click here for the order & payment page.

I have a discount code, how do I use it?

In the shopping cart you will find a box under the products you have placed in the shopping cart where you can enter the discount code. If the discount code does not work and you are sure that the code meets all the requirements,please contact our customer service.

Can I also pay with other gift cards or vouchers at Sapph?

No, unfortunately we cannot accept gift cards or vouchers at the moment.

Return order

How do I return my order?

All the information can be found here on the “Returns” page of Sapph.

Is it possible to cancel/change the order?

Unfortunately, it is not possible to cancel or change your order after receiving your order confirmation. What should you do? Please wait until the order is delivered and start the return procedure. At the bottom of the homepage of the Sapph website you will find the “Returns”, here you will find more information. 

I have returned something, but have not received a confirmation email and/or money has not been refunded?

We will refund money as soon as possible when we have received the item back. The money will be refunded via Buckaroo. This part also can be seen in the caption. Thanks for your patience!

I ordered the wrong size/model, how can I change the item?

Unfortunately, this cannot be done automatically by indicating it in the return form. You must return the wrong size and order the correct size via the webshop.

Confirmation, shipping and delivery

I want to know more about the delivery of my order, where do I get this information?

 All information about the delivery of your order can be found here.

I have not received an order/delivery confirmation, something went wrong?

How awful! Our colleagues from Customer Service are happy to help you. Please contact them at klantenservice@sapph.com. Thanks for your patience!

I work during the day, can I also have my order delivered to a collection point?

Unfortunately, we don't have any pick-up points yet. You can choose to have your order delivered to your work address. A home address is of course always possible!

I have returned something, but have not received a confirmation email and/or my money has not yet been refunded?

We will refund money as soon as possible when we have received the item back. The money will be refunded via Buckaroo. This part also can be seen in the caption. Thanks for your patience!

VAT

Do the prices in the webshop include VAT?

Yes, the prices in the webshop include VAT.

Abroad

Can I also order from abroad?

At the moment you can only order via the Dutch and Belgian webshop of Sapph! You can open this webshop anywhere in the world. But beware: You can only have it delivered to a Dutch or Belgian address! To determine whether you want to have your order delivered in the Netherlands or Belgium, you must choose between the Netherlands or Belgium at the top of the homepage. We are working hard to deliver anywhere in the world in the future! To stay informed? Sign up for the newsletter and we'll keep you posted!

Gift cards

I want to give someone a fantastic gift, do you also sell gift vouchers?

That is indeed a nice idea! Unfortunately, we do not currently sell gift cards. We definitely want to do this in the future. Do you want to stay informed about this expansion? Sign up for the newsletter, you can do this at the bottom of the homepage of our website.

Data / Account

Why do you need so much information from me when I place an order via the webshop?

That is indeed quite a lot of information. We do our best to only ask for the information we really need. We use the data to process and ship your order quickly and correctly. Of course we respect the privacy of our customers and we strictly adhere to privacy legislation. We only use your data to process your order and for nothing else. We will never share our customer data with other parties. Here you can find all information about our Privacy Policy.

I'm hesitant to take out a Sapph account, can you list the benefits for me?

How nice that you are interested in a Sapph account. A Sapph account makes shopping with us even easier and more fun! The advantages at a glance:

●           Your address details are automatically remembered, making it even faster and easier to place an order.

●           You can view information about your order at any time.

●           You will receive our newsletter with the latest Sapph news.

Size instructions

I'm not sure about my size, do you have any advice?

This is common, we are here to help! For more information about finding the right size, we would like to refer you to our lingerie fitting room.Don't know the size for swimwear? Then you can take a look at the beach fitting room.

Unsubscribe newsletter

How can I unsubscribe from the Sapph newsletter?

Too bad you want to unsubscribe... You will find the option to unsubscribe at the bottom of every newsletter you receive. If you regret your deregistration, you can simply register again on the Sapph website!

Sold out items

I wanted to order something via the webshop, but it was sold out. Can I buy it in another store?

Annoying! We know how frustrating that can be...but sure enough, it might still be available in one of the stores that sell Sapph. Many items (but not all) from the webshop are also available in the stores. Click here for the store locator on the Sapph homepage and find a store near you. When you contact the store, they can tell you whether the product is available and possibly keep it separate for you.

Is there a wishlist where I can add currently unavailable products?

No, unfortunately, non-deliverable products cannot currently be added to a wishlist.

Are all items in the webshop also available in the shops?

No, unfortunately not. Many stores only have a part of our collections and products in stock. This is the privilege of our online store, where you can get acquainted with our entire range!

Other

I have a question, but the FAQ doesn't help me much. Who can help me further?

Our colleagues from Customer Service can certainly help you further. Please contact them at klantenservice@sapph.com. Here you will be helped as soon as possible. You can find the other information here on our contact page. Thanks for your patience!