Shipping policy

1. ORDER STATUS

Sacoor will inform the Customer by email as soon as the order preparation begins, providing updates and including a hyperlink to track the order status.

When the order is ready for delivery, the Customer will receive an email with the estimated delivery date. The delivery point will be the address provided by the Customer, a Sacoor boutique, or one of the participating Pick Up points, according to the option selected at the time of purchase.

The Customer can also track the order status in the “Orders Placed” section after logging into the Website.

For additional information about the order delivery, the Customer may contact Sacoor’s Customer Care service.

2. ORDER MODIFICATION AND CANCELLATION

The Customer may modify their order up until the status is “Order in Preparation.” The Customer may also cancel the order within 14 days.

To modify or cancel the order, the Customer should contact Customer Care as soon as possible.

3. DELIVERY CONDITIONS

The Customer will receive the order at their preferred address (except PO boxes), at a Sacoor boutique of their choice, or at one of the participating Pick Up points.

Shipping fees apply per order. The exact shipping cost depends on the country and specific delivery conditions and will be detailed in the order confirmation email.

Deliveries are made between 9 a.m. and 6 p.m. (local time). To ensure receipt of the order, someone must be present at the specified address. During promotional periods, delivery times may be longer than usual but will not exceed 30 days from the order date.

The following holidays are not considered business days for shipping purposes:

  • January 1

  • Carnival (movable date)

  • Good Friday (movable date)

  • Easter (movable date)

  • April 25

  • May 1

  • June 10

  • June 15

  • June 24

  • August 15

  • October 5

  • November 1

  • December 1

  • December 8

  • December 25

Delivery times after shipment will only be met if no external factors beyond the reasonable control of Sacoor or its suppliers occur, such as local holidays, natural disasters, acts of terrorism, floods, general strikes, riots, rebellions, or coups d’état.

4. DELIVERY FAILURE

For home deliveries, the Customer must ensure their presence (or that of a representative) at the delivery address to sign the receipt. After two unsuccessful delivery attempts, the Customer will be notified where to pick up the order. The pickup must be made within 15 business days of the second delivery attempt. If not collected, Sacoor will retrieve the order and refund the full amount paid, excluding shipping costs.

If the Customer opted to pick up the order at a Sacoor boutique, it must be collected within 15 days of delivery confirmation. After this period, if not collected, the order will be returned to Sacoor’s warehouse and canceled. In this case, the Customer will be refunded the full amount paid, excluding shipping costs if applicable.