Frequently asked questions

You can easily check your order status by using the tracking link or code included in your confirmation email. Simply click the link to view the latest updates on your shipment’s progress.

Once an order has been placed, we are unable to amend or cancel it. This ensures that every Sandbanks purchase is processed without delay and delivered to you as efficiently as possible.

When you place a pre-order, you reserve an item before it becomes available for immediate dispatch.

Your payment confirms the reservation, ensuring you secure the product ahead of general release. Once the item arrives in stock, it will be dispatched to you as a priority.

Please note that the estimated delivery window is shown on the product page, pre-order dates are based on our supplier schedules, they may be subject to small adjustments.

If you have any questions about your pre-order, our Client Services team will be happy to assist.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

We provide a selection of secure and fully tracked services, including DPD Pick Up and Home Delivery across the UK Mainland, Next Day options, and dedicated offshore services for Northern Ireland and the Isle of Man. For full details, please see our Delivery Guide.

Yes. Next Working Day delivery is available across the UK Mainland, with complimentary upgrades on qualifying orders. Saturday and pre-12pm services are also offered for added convenience.

You have 14 days from the date of delivery to request a return or exchange through our Returns Portal. Once your return is received, we’ll process your refund or exchange. Refunds can take up to 10 working days to appear in your account. Please note all UK returns will have a £4.99 shipping fee deducted (international fees will vary).

Yes, you can request a free exchange within 14 days through our Returns Portal.

UK & EU Countries include duty and tax within the product prices shown on our website. For orders outside the UK, duty and tax are not included in product prices. At checkout, you’ll be given the option to prepay these charges or pay them directly to your country’s customs on arrival. Customers are responsible for any handling fees or clearance costs required by their local authorities. Return shipments may also incur VAT, duty, and customs fees.

For full details, please see our Delivery Guide.

Sizing information is available on product pages. Our garments are handcrafted by skilled artisans and made to the highest standards, following European sizing guidelines.

Should you require further assistance with sizing, our Client Care team is here to assist you.

For full care guidance, please refer to our Product Aftercare guide. We offer an in-house cleaning service for £50 per jacket, which includes return shipping. If you prefer to care for your jacket at home, please carefully follow the product care labels.

Be sure to check whether your jacket contains eco-down or natural down, as care differs accordingly. If you’re unsure, contact our client care team.

Our garments are designed with longevity in mind and crafted from premium materials to the highest standards. We stand by the quality of our products and offer a limited warranty on selected items. For full details, please visit our Warranty page.

Most Sandbanks jackets are filled with EcoDown - a 100% recycled and durable down alternative containing fibres from post-consumer PET bottles. Our EcoDown holds the Global Recycled Standard and is Oeko-Tex certified for the absence of harmful substances.

We have also introduced 100% Recycled Natural Down, comprising an 80% white down to 20% feather ratio. The down we use is provided by Molina of Europe and is Oeko-Tex Standard 100 certified for the absence of harmful substances. To better understand the type of down used in your jacket, please visit the relevant product page and view the technical details.

We have never, nor will we ever, use real fur in our products. Our faux fur is provided by EcoPel, who hold the PeTA World Free Fur Awards. It is a high-quality and ethical alternative to real fur.

As a brand, Sandbanks will always, where possible, use eco-friendly or recycled alternatives to create garments.

While we don’t have a Sandbanks store, selected items are available through our official stockists. You can find them using our Stockist Locator. We recommend contacting stockists directly for availability.

We offer a range of secure and convenient payment options to suit your preferences. Please note all orders are processed in the local currency of your shipping destination.

Domestic Payments:
We accept all major payment methods, including:

• Visa
• Mastercard
• American Expres
• PayPal
• Apple Pay
• Google Pay
• Amazon Pay
• Klarna

Klarna
We've partnered with Klarna to offer flexible payment options, allowing you to pay in three interest-free installments. Learn more about Klarna.

International Payments:
For international customers, we accept most major credit cards with an international billing address via PayPal. For more details on international delivery, please see our Shipping Information.

Apple Pay:
Apple Pay is supported on compatible devices with Touch ID or Face ID via the Safari browser.

If you require further assistance with your payment, please don’t hesitate to contact our Client Care team.

Yes. Sandbanks Virtual Gift Cards are delivered by email and may be redeemed at checkout in full or part payment. Multiple cards can be used for a single purchase. Gift Cards are valid for 24 months from the date of issue and cannot be exchanged for cash or purchased with a discount. Full details are available in our Terms of Sale.