Customer Service

You can purchase sacai product from categories like new product and product categories at sacai official online store.
You can select color, size and quantity at product page, and click on “Add to Cart” button to add a product to the cart.
Items in the shopping cart will be deleted automatically after a certain amount of time.
You can also shop from Log-in session.

We currently do not offer gift service at sacai online store. We apologize for the inconvenience.

We will ship your order within 5 working days, exceptions to Saturday, Sunday and Holidays.
For pre-order items, kindly refer to the shipping details listed in the product page. Kindly note that delivery schedule may change for pre-orders.
Purchased items will be shipped to the address you specified upon checkout.

We will not be shipping to addresses where we are unable to identify the receiver, as well as any addresses such as private post office box or poste restante to avoid any transfer of the shipment.

Please check the shipping charges listed on the cart page.
Please note that shipping charges vary depending on your country of residence. Also, please note that shipping charges are per order.

If, for any reason, you’re not pleased with your purchase, you will have 14 days from the receipt of your order to return the item(s) to sacai.

To make this process as quick and easy as possible, sacai offers all customers a Free Returns Collection Service to make it as effortless as possible. We recommend booking the service within 7 days of receiving your order to ensure it arrives safely back in our hands before the 14 day return window expires.However, please note that return shipping costs will be charged to the customer if the return is due to the customer's own reasons.

• Upon receiving the products, please thoroughly check all products received before removing the product tags and disposing packages.
• Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included. Any attachment included in the order are also considered to be part of the product and will need to be returned.
• We recommend that returns be sent in the box in which it was delivered.
• Footwear and accessories must be returned with the original branded boxes.
• No returns will be made if scratches and any damages are found.
• Please note that shoes can only be tried on indoors to avoid damage or scuffing of the soles. Also, please note that socks cannot be tried on, and we may not accept returns if the package has been opened.
• Sale items are not applicable for returns.
• For any products not following the return policy, we will not be able to offer you the refund.

Book Your Parcel Return

1. Enter your e-mail address and order number via the “Return Order” field.
2. In the Order Summary, select the items to be returned, the reason, and the number of packages.
3. Follow the instructions to select the return method.
4. An RMA (Return Merchandise Authorization) will be created, click “Print Return Label” to download the RMA.
Print the return label and attach it to the package. Send the package (along with the return documentation) to DHL.

Refund process may take up to 14 working days, depending on the bank and payment company.
We will make refund at the same price as the original order.

For an instance where your order doesn’t arrive, please contact below.

＜Customer Service＞ E-mail：ec-support@sacai.jp

Please have your order number ready upon inquiry.

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