Support & Legal
Support & legal
Terms of Use
Thank you for visiting the official website of Sandín. By accessing and using this platform, you agree to comply with the following Terms of Use. These terms govern your interaction with the content, services, and features available on our site.
INTELLECTUAL PROPERTY NOTICE
Unless otherwise noted, all content on this site — including images, illustrations, icons, text, videos, graphics, logos, color palettes, and designs (“Sandín Materials”) — is the exclusive property of Sandín or used under valid license. These materials are protected under copyright, trademark, and design laws, as well as international treaties.
You may not copy, reproduce, distribute, modify, publish, display, or create derivative works from Sandín Materials for commercial or public purposes without prior written consent. Any unauthorized use may lead to legal action and immediate revocation of permissions.
TRADEMARK NOTICE
All trademarks, logos, brand elements, and service marks on this site belong to Sandín or are used under license. They represent our unique brand identity and are legally protected.
No part of this website may be interpreted as granting any license or right to use any trademark or visual identity element without our express written permission or that of the third-party owner.
COPYRIGHT NOTICE
All original content on this website is Copyright © Sandín. All rights reserved.
USE OF SITE MATERIALS
You may not sell, reproduce, distribute, alter, publicly display, or use any Sandín Materials for commercial purposes. Content from this site must not be published elsewhere or used in networked or digital environments without permission.
Any violation of these terms will result in immediate termination of your rights to use this site. Sandín reserves the right to update or remove content, services, or features at any time without prior notice. Continued use of the site constitutes acceptance of these terms.
Users are responsible for ensuring that any information they submit is accurate, complete, and up to date.
Privacy Policy
We are committed to protecting your privacy. This Privacy Policy outlines how we collect, use, and share your information when you visit or make a purchase on our website.
Personal Information We Collect
We collect the following data:
Information you provide voluntarily when creating an account, placing an order, subscribing to emails, or contacting us (e.g., name, email, phone number, birthdate, billing/shipping address, and payment details).
Technical data, such as your IP address, device type, browser, and interaction patterns, gathered through cookies and tracking tools.
Location data, if you use services with location permissions.
Information made available to us when you interact with Sandín via third-party platforms like Instagram or WhatsApp, according to your privacy settings.
How We Use This Information
We use your data to:
- Process payments and fulfill orders
- Communicate order updates and offer customer support
- Improve your site experience and personalize content
- Conduct internal research and product development
- Send marketing communications tailored to your preferences
- Ensure platform security and prevent fraud
- Meet legal, tax, or contractual obligations
- We rely on your consent, contractual necessity, and our legitimate interests to process this data. You can withdraw your consent at any time.
Sharing Your Information
We may share your personal data with trusted third-party service providers for:
- Website hosting
- Payment processing
- Shipping and logistics
- Marketing and performance analytics
- In cases of legal obligation, business reorganization, or acquisition, data may be transferred in accordance with privacy regulations.
Cookies and Tracking Technologies
Cookies and similar tools are used to enhance functionality, personalize your experience, and understand site usage. You can manage cookie preferences in your browser settings.
Your Rights, Data Security & Children’s Privacy
You have the right to access, correct, update, restrict, or delete your personal data. You may also object to its processing or unsubscribe from marketing at any time.
We implement administrative, physical, and technical measures to protect your data. However, no system is fully secure. Please use strong passwords and be mindful of the data you share online.
We retain your data only as long as necessary to meet business or legal requirements.
Our site is not intended for users under 13 years of age. We do not knowingly collect data from children. If we become aware of such data, it will be promptly deleted.
International Transfers
Your data may be transferred to or stored in countries where we or our partners operate, including those outside your country of residence. These transfers are managed with appropriate safeguards in line with applicable data protection laws.
Contact Us
If you have questions, concerns, or wish to exercise your data rights, please contact us at:
[email protected]
Use of our website signifies your agreement to this Privacy Policy and our Terms of Use.
We may revise this policy periodically. Any updates will appear here, with the date of revision. Continued use of our site after changes means you accept those updates.
CARE INSTRUCTIONS
At Sandín, we work with natural and delicate fabrics that deserve thoughtful care. Each piece is crafted with intention not just to be worn, but to be cherished.
Preserving the shape and life of your garment begins with how you care for it. Always refer to the care label found inside your Sandín piece, as some materials, embroidery, or finishes may require specific attention.
If you’re ever unsure, we’re here to help, just write to us at [email protected]. Caring consciously is part of honoring the story behind what you wear.
General Guidelines for Caring for Your Sandín Garment:
- Hand wash only: We strongly recommend washing your Sandín garments by hand. Submerge the item in cool water using a mild detergent suitable for delicate or natural fabrics. Gently agitate the water without rubbing harshly, this method helps
preserve the texture, shape, and details of your piece, especially those with embroidery or mixed fabrics. - Use cold water: Cold water helps maintain fabric strength, prevents shrinkage, and preserves color intensity. Always wash your garments with cold or lukewarm water (no more than 30°C). Hot water can cause shrinkage, dye bleeding, or weaken the structure of natural fibers such as silk, cotton, or viscose.
- Do not use bleach: Harsh chemicals can break down natural fibers and damage any embroidery, dye, or special finishes.
- Do not tumble dry: High heat from dryers can distort the shape and texture of delicate fabrics.
- Do not use corrosive detergents: Harsh detergents wear out the fibers, fade natural dyes, and can harm embellishments or special finishes. Always use products labeled safe for delicates, silks, or natural textiles.
- Iron at medium temperature: Iron your garments inside out using a low to medium heat setting to avoid marks or shine. A protective cloth can be used for added safety.
- Dry in the shade: Sunlight can cause fading or discoloration. Lay flat or hang dry in the shade to maintain your garment’s original tone.
- Do not wring: Avoid twisting or wringing your garment — gently press out water using a clean towel or by laying the item flat.
- Wash inside out: This helps protect the surface of the fabric, especially when dealing with embroidery or special textures.
Shipping/Returns
Store Pick-Up
You may collect your order at our store once payment has been received and verified, and you have received confirmation from our team that your order is ready for pick-up.
Pick-Up Location
Iskia Las Mercedes
Opening Hours
Monday – Saturday · 9:30 AM – 6:30 PM
Address
C. París, Las Mercedes
Caracas 1060, Miranda, Venezuela
Please bring your order number when collecting your purchase.
For any questions regarding your order or collection, please contact us via WhatsApp:
Caracas Delivery
We offer local delivery within Caracas for a flat fee of $10.
Once your order has been placed and payment has been successfully received and verified, our team will contact you to confirm the delivery details.
Please ensure that all delivery information provided is accurate and complete to avoid delays.
For any questions regarding your order or delivery, please contact us via WhatsApp:
National Shipping
We offer nationwide shipping throughout Venezuela via MRW or the courier service of your preference.
All national shipments are sent on a freight collect basis, meaning shipping fees are paid directly by the customer upon receipt of the package.
Once your order has been placed and payment has been successfully received and verified, we will contact you to confirm your shipping information and coordinate the shipment.
Delivery times are determined exclusively by the selected courier service.
“While we carefully prepare and package every order, Sandín is not responsible for delays, damages, loss, or missing packages that may occur while the shipment is in transit and
under the responsibility of third-party shipping providers.”
International Shipping
We ship worldwide from Venezuela through DHL.
Orders shipped with DHL typically arrive within 1–3 weeks, depending on the destination country and local delivery conditions.
Please ensure that all shipping information, including your full name, address, postal code, phone number, and email address, is entered accurately when placing your order.
Once your order has been shipped, DHL will send shipment updates and tracking information directly to the email address provided during checkout.
Please allow up to 48 hours for tracking updates to become available after the shipment has been processed.
Please note that customs duties, import taxes, handling fees, and any other charges imposed by the destination country are the sole responsibility of the customer.
While we carefully prepare and package every order, responsibility for the shipment transfers to DHL once the package has been handed over for delivery.
Zelle Payments
Orders paid via Zelle are not considered confirmed until payment has been successfully received and verified by Sandín.
Payment must be completed within 24 hours of placing the order. Orders that remain unpaid after this period may be cancelled.
For Store Pick-Up, Caracas Delivery, National Shipping, and International Shipping orders, payment must be verified before the order can be prepared, scheduled, or shipped.
Once payment has been confirmed, your order will proceed to processing.
Cash Payments
Cash payments are available for Store Pick-Up and selected local orders only.
Orders paid in cash are not considered confirmed until payment has been received in full.
Products are not reserved until payment has been received and verified.
Order Tracking
Once your order has been shipped, you will receive an email containing your DHL tracking information.
If you do not receive your tracking information, please contact us at:
Can I track my order?
Yes. Once your order has been prepared and handed over to the shipping carrier, you will receive an email containing your tracking number and shipment details.
Please allow up to 48 hours for the tracking information to become active. If you do not receive your tracking email, please contact us at [email protected].
Which delivery options do you offer?
We currently ship worldwide through DHL for international orders.
For deliveries within Venezuela, we work with MRW, Liberty Express, or the courier service of your preference, depending on your location.
If you have specific shipping requirements, please feel free to contact us before placing your order.
How can I track my order?
When your order is shipped, you will receive an email with a tracking link to follow your order. You may always contact our carrier for any questions regarding your shipment.
How long does shipping take?
Shipping times vary depending on the destination, customs procedures, and local courier services.
Estimated delivery times:
DHL International Shipping: approximately 1–3 weeks
National Shipping (Venezuela): delivery times depend on the selected courier service
Please note that delays may occasionally occur due to customs clearance, weather conditions, transportation disruptions, or other circumstances beyond our control.
Should any significant delay arise, our team will do its best to keep you informed.
Important Notice for International Orders
As all orders are shipped from Venezuela, international deliveries may occasionally require additional processing time due to customs procedures in either the country of origin or destination.
These processes are managed by governmental and shipping authorities and are therefore outside of Sandín’s control.
By placing an order, you acknowledge and accept these conditions as part of our shipping policy.
Where do you ship?
We currently ship worldwide.
If you are unsure whether we ship to your location, please contact us at [email protected] and our team will be happy to assist you.
How much does shipping cost?
Shipping fees are automatically calculated at checkout based on the destination and selected shipping method.
Please note that customers are responsible for all shipping-related costs, including any customs duties, import taxes, handling fees, or other charges imposed by the destination country.
International orders are shipped under DDU (Delivery Duty Unpaid) terms. Any applicable customs or import charges must be paid directly by the recipient upon arrival.
What happens in the event of loss or theft during transit?
Every order is carefully prepared and packaged with the highest level of attention and care.
Once an order has been handed over to the shipping carrier, responsibility for the shipment transfers to the carrier. Sandín cannot be held responsible for loss, theft, or delays that may occur during transit.
For additional protection, we recommend selecting a shipping service that includes insurance whenever available.
What if I do not collect my parcel?
If a shipment is returned to us due to an incorrect address, failed delivery attempts, unpaid customs charges, or because it was not collected by the recipient, additional shipping and handling fees may apply before the order can be resent.
Any costs incurred by the return shipment may be deducted from any eligible refund.
What if my package or item arrives damaged?
If you believe your order has arrived damaged or contains a manufacturing defect, please contact us within 48 hours of receiving your package.
Email [email protected] with:
Your order number
Clear photographs of the item
Photographs of the packaging
A brief description of the issue
Our team will carefully review your case and respond as soon as possible.
Returns & Exchanges
NATIONAL & INTERNATIONAL
Can I return my order?
Due to the nature of our small-scale, handcrafted production, we do not accept returns or issue refunds. All sales are final.
Can I exchange my item?
Yes, but only if there is a production issue with the original product or if you need a different size. We offer exchanges within 10 days of receiving your order.
To be eligible, items must be unworn, unused, no perfume and in resalable condition, including the original packaging, tags, and/or labels fully intact.
Please attach clear photos of the item(s) when requesting your exchange so we can verify their condition and move forward with the process.
Worn or damaged pieces will not be accepted unless you have contacted us with a specific claim before wearing it, and it has been previously approved.
Please note that shipping costs related to exchanges are the customer’s responsibility.
To request an exchange, email us at [email protected] with your order number and the details of your request.
Please remember to keep your tracking number until we have confirmed the exchange.
This policy applies only to full-priced pieces. Sale items are not eligible for exchange.
When shipping your item back, please ensure the parcel is securely sealed to prevent any damage during transit.
Can I make changes to my order after placing it?
If your order hasn’t been shipped yet, we’ll do our best to accommodate any changes. Please contact us as soon as possible at [email protected]
THANK YOU FOR UNDERSTANDING
As a small emerging brand, we are still in a phase of growth, which means we’re not yet able to offer fully covered services like free returns or express shipping worldwide.
What we can promise is our full commitment to quality: every Sandín piece is crafted with intention, care, and the highest attention to detail.
We truly appreciate your understanding regarding limited exchanges and any delivery delays that may occur beyond our control, especially considering our location.
Your support allows us to keep creating, evolving, and sharing meaningful pieces across the world.
Thank you for believing in what we’re building.
Shopping & Ordering
Do I need an account to place an order?
No — you can shop as a guest using your email address and phone number.
However, we recommend creating an account for a smoother and more personalized experience.
Why should I create an account?
Creating an account allows you to:
- Save your billing and shipping information for faster checkout
- View your order history
Track your current orders - Build and manage your wishlist of favorite pieces
- Manage your preferences and personal details securely
How can I track my order?
Once your order ships, we’ll send you a tracking number by email so you can monitor the status of your delivery, for more check our Shipping and Exchange Policies
What if a product is sold out? Can it be made again?
Our pieces are crafted in small and limited productions.
However, if you’re interested in a piece that’s no longer available or not in your size, contact us at [email protected] — in some cases, we may be able to remake it just for you.
Need help?
If you have questions or need help placing an order, don’t hesitate to reach out.
We’re here for you at [email protected].
Payment
Debit & Credit Cards
We accept all major debit and credit cards through our secure online checkout.
All transactions are processed through trusted and certified payment providers to ensure the highest level of security and protection.
Zelle Payments
We also accept payments via Zelle for both national and international orders.
Orders paid via Zelle are not considered confirmed until payment has been successfully received and verified by our team.
Please follow the payment instructions provided at checkout and, if requested, send your payment confirmation for verification.
Orders paid via Zelle will not be prepared, scheduled for delivery, or shipped until payment has been successfully confirmed.
Sandín reserves the right to cancel any order without prior notice if payment is not received or verified within a reasonable timeframe.
Once payment has been confirmed, your order will proceed to processing and shipment according to the selected delivery method.
Cash Payments
Cash payments are available for selected local orders and Store Pick-Up purchases only.
Orders paid in cash are not considered confirmed until payment has been received and verified.
Products are not reserved until payment has been successfully confirmed.
Why Was My Payment Declined?
If your payment was declined, cancelled, or could not be processed, we recommend contacting your bank or payment provider directly, as they can provide the most accurate information regarding the issue.
Please verify that your payment details, billing information, and available funds are correct before attempting the transaction again.
If you continue experiencing difficulties, please contact us at [email protected] and we will do our best to assist you.
Where Can I Find My Invoice?
If you created an account during checkout, you can access your invoice and order details through the Order Historysection of your account.
If you completed your purchase as a guest, your invoice and order confirmation will be sent to the email address provided during checkout.
If you cannot locate your invoice, please contact us at [email protected] and our team will be happy to assist you.
Size chart guide
| SML | FR | US | UK/AUS |
|---|---|---|---|
| XS | 34 | 2 | 6 |
| S | 36 | 4 | 8 |
| M | 38 | 6 | 10 |
| L | 40 | 8 | 12 |
| XL | 42 | 10 | 14 |
Body measures
 | XS | S | M | L | XL |
|---|---|---|---|---|---|
| CHEST SIZE | 84 cm | 88 cm | 92 cm | 96 cm | 100 cm |
| WAIST SIZE | 65 cm | 69 cm | 73 cm | 77 cm | 81 cm |
| HIP SIZE | 90 cm | 94 cm | 98 cm | 102 cm | 106 cm |
| PANT LENGTH | 102 cm | 102 cm | 102 cm | 102 cm | 102 cm |
| UPPER ARM | 25.6 cm | 26.8 cm | 28 cm | 29.2 cm | 30.4 cm |
CHOOSE YOUR SIZE
CHEST: Maximum circumference of the chest including bust.
WAIST: Circumference of the waistline at the narrowest point.
HIP: Measure around hip at the widest point.
PANT LENGTH: Length of the leg from the waist to the floor, when standing perfectly upright.
UPPER ARM: Circumference of the upper arm, at the widest part of the bicep.
ACCOUNT
Creating an account with Sandín is simple. Just click on “My Account” in the top-right corner of the site, enter your name, email, and create a secure password. You can also choose to create an account during checkout by saving your information after your first purchase.
Having an account allows you to:
- Save your Wish List and favorite pieces
- View your Order History
- Enjoy Faster Checkout
- Access special updates and curated experiences
- When you register, Sandín recognizes the location in which you are located and automatically associates it to your account.
NEWSLETTER
Join the Sandín universe.
By subscribing to our newsletter, you’ll be among the first to:
Discover new drops, stories, and pieces
Access special content and exclusive promotions
Receive styling inspiration and seasonal highlights
Stay connected with our world — right in your inbox.
CUSTOM
At Sandín, we offer an exclusive experience for those who wish to bring a one-of-a-kind creation to life, whether it is a statement piece for a special celebration or the pure desire to collaborate in designing a garment that exists nowhere else but for you.
The custom-made process is an intimate and highly personalised journey. You will work directly with our designer and atelier in a creative dialogue where your vision, personality, and story merge seamlessly with Sandín’s distinctive design language. Every detail from fabric selection to the final stitch is approached with the highest standards of craftsmanship, ensuring a piece that is not only made to measure but made to embody who you are.
We can reinterpret one of our signature designs to suit your preferences or begin entirely from scratch, crafting a garment built around your proportions, your style, and the moments you wish to mark in life. This is more than tailoring; it is designed to be treasured.
A custom Sandín piece celebrates how you live, how you represent yourself, how you feel, and how you understand the world. It is clothing transformed into your story.
For inquiries or to arrange an initial consultation, please contact [email protected]