Customer Service - sania d'mina

shipping / returns

size guide

product care

payment

contact

FAQ

terms & conditions

sania d'mina ship worldwide every weekday monday - friday.
please allow 1-5 working days to get your order.

returns
if you realize your shoes weren't the right fit for you, we're happy to accept returns within 15 days. we offer a free 15-day returns policy within the European Union.

please note we only accept returns if the shoes are in perfect condition and in its original packaging. we do not accept returns of shoes that have been worn, used or that have damaged soles. the next customer will want them is as perfect condition as you received them.

our soles are crafted from a delicate leather. please make sure you try on the shoes on a very clean surface that is free of anything that might scratch or leave behind any marks. thank you!

we do not accept responsibility for products lost during a return delivery.

How to return your shoes:

1. email shop@saniadmina.com and tell us if you'd like to return or exchange your shoes. in case you're making an exchange or return within the European Union we will send you a pre-paid return label to attach to the box (be sure you remove the previous shipping labels).

2. place the shoes in the original packaging (especially if we're providing you with a pre-paid return label) including dustbags and everything that it arrived with together. if something is missing we will not be able to accept your return.

exchanges

we cannot guarantee stock availability for exchanges. to provide a fast exchange and to improve chances for stock availability, return your products and place a new order. we accept exchanges within 30 days. we offer a free 30-day exchange policy within the European Union.

give your shoes the love they deserve. suede is a delicate material and should be handled with care. use suede protector spray (be sure to pick the environmentally friendly options). if you get dirt on your suede shoes, wait until it dries then use a suede brush that you comb in a single direction unless there are heavier stains. most of our shoes got leather soles. we did put a rubber top on some of our shoes but that only helps for a few times. protect them by resoling them from time to time. also, don't forget to replace the heel tips before you ruin the material around the actual heel. if your shoes get wet, don't wear them again until they've dried up. that also goes for the sole. if you don't have shoe blocks, be sure to keep the paper that come inside the shoes as it helps keeping the shape.

if you have any further questions on how to take care of your shoes the best way, please send an email to shop@saniadmina.com and we'll do our best to assist you.

we currently accept American Express, Visa, MasterCard, Credit and Debit worldwide powered by Stripe, you can checkout with PayPal or Klarna (in countries where it applies). all duties/taxes are the responsibility of the customer.

we do not store any credit card or other financial information. all payments are processed by Stripe, PayPal and Klarna (PCI certified, encrypted payment system).

shop@saniadmina.com

where can I try the shoes?

if you're in Stockholm, you're welcome to email us at shop@saniadmina.com to schedule an appointment at our Stockholm showroom in Östermalm. if you realize your shoes weren't the right fit for you, we're happy to help you with an exchange within 30 days. we offer a free 30-day exchange policy within the European Union.

are the shoes true to size?

due to Italian sizing our shoes run slightly small meaning it's common for our customers to size up one or sometimes even two sizes to get the right fit. the shoes are supposed to be comfortable, if they aren't, we truly recommend you to size up.

how are they so comfortable?

our goal is to make the most comfortable and wearable high heels in the world. we put a lot of effort in making sure the last and the heel are a perfect match. we always test the shoes on different types of feet to be sure our shoes fit as many shapes of feet as possible (let's face it, the sizing system on shoes is not ideal). we are 100% compromise free when it comes to comfort. the front part of the shoe will never have a toe spring on our shoes, or as we call it 'banana toes' as nobody will be comfortable with their toes cramped up in the air. your shoes should hold your feet and support them. in case you have any feedback on our shoes regarding comfort we always want to know and appreciate your time to help us make the most comfortable yet beautiful heels in the world.

my size is out of stock, how do I know if they come back?

if you're missing your size, please email shop@saniadmina.com and we'll do our best to help you.

do you ship worldwide?

yes, we do! we also cover taxes/duties if you're outside EU.

how fast will I get my shoes?

please allow 1-5 business days to receive your package.

what if the shoes don't fit?

please send an email to shop@saniadmina.com as soon as you realize and we'll assist you and help you make a smooth exchange.

terms & conditions

thank you for visiting saniadmina.com. these terms and conditions apply to your use of www.saniadmina.com which we own and maintain. we are sania d'mina AB with registered address Grevgatan 25 114 53 Stockholm, Sweden. Company registration number 559162-9513. by making a purchase from, and using, this website you have agreed to these terms of use. please make sure that you have read and understood these terms of use when using our site. sania d'mina may update these terms and conditions at any time.

orders
orders done at saniadmina.com are only for private use and are not intended for further resale. as a last step before your purchase you will see a summary of your order. you should check that this summary is according to you wish before finally agreeing to the terms and conditions. sania d'mina reserves the right that products are subject to availability and that items might be out of stock. sania d'mina shall not be held liable in case of unavailability of products. all efforts are made to ensure that the pictures and the presentation of the shoe corresponds to the original products. please however note that the physical shoe might differ from the digital photographs displayed on the website. sania d'mina has the right to cancel any order placed by a customer if sania d'mina suspects violation of these Terms & Conditions or the customer has proven to cause damage for the brand and/or the company sania d'mina.

payment & pricing
the prices displayed are inclusive of taxes within the European Union. orders delivered outside the European Union may incur import duties and taxes, which is also included in the prices displayed. shipping costs are also included in the displayed price. sania d'mina reserves the right to change the price of any items on the website at any time. sania d'mina securely accepts Swish, VISA, Mastercard and American Express. all credit card information is handled by Stripe using SSL and state of-the-art encryption which ensures high safety and unauthorized access. You can also safely checkout with PayPal.

shipping
delivery times displayed on the website are an estimate and we do our very best to achieve these, but times can differ depending on conditions which are out of the control of sania d'mina. estimated delivery time: 1-5 business days. please contact shop@saniadmina.com at any time if a delivery date has passed the estimated delivery time, we will help you resolve the issue. if you for any reason have received a damaged product or an item which does not correspond to your original purchase, please contact us at shop@saniadmina.com as soon as possible or the latest within 24 hours from the date of received delivery. we will of course arrange a free return for you. we do not take responsibility for items that are lost during a return delivery.

returns
saniadmina.com orders can be returned for any reason within 15 days of the delivery date. we offer free returns within the European Union. if you're returning from outside the European Union , we can offer a highly discounted return label. please note we only accept returns if the products are in the same shape and condition as when you received them and in its original packaging including dustbags. to clarify, that means the shoes must not have been worn or used. please try your sania d'mina shoes on a carpet/clean surface to prevent marks and scratches from appearing on the soles. please try the shoes gently to prevent any creases from appearing. we do not accept responsibility for products lost during a return delivery. after your return is received we will evaluate your order. if your return is approved, we will refund the order value to the original payment method. please allow 5-10 bank days for the refund to be processed. should you need to change the size of your sania d'mina shoes or wish to select an alternative style we accept exchanges on all our products. we cannot guarantee stock availability for exchanges. if you have received an imperfect product please contact our customer relations team within 24 hours of receiving your delivery and we will arrange a free return and exchange for you.

privacy - introduction
Welcome to the sania d'mina AB privacy notice.
sania d'mina respects your privacy and is committed to protecting your personal data. this privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.

purpose of this privacy notice
this privacy notice aims to give you information on how sania d'mina collects and processes your personal data through your use of our website, your use of our stores or your participation in an event, including any data you may provide when you sign up to our newsletter, purchase a product or service or take part in a competition.

this website is not intended for children and we do not knowingly collect data relating to children.

controller
sania d'mina AB is the controller and responsible for your personal data (referred to as “sania d'mina”, “we”, “us” or “our” in this privacy notice).

if you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact using the details set out below.

contact details
you can contact us at:
sania d'mina
grevgatan 25
114 53
stockholm
sweden
email: shop@saniadmina.com

changes to the privacy notice and your duty to inform us of changes
this version was last updated on 28 August 2018.

it is important that the personal data we hold about you is accurate and current. please keep us informed if your personal data changes during your relationship with us.

thirds party links
this website may include links to third party websites, plug ins and applications. clicking on those links or enabling those connections may allow third parties to collect or share data about you. we do not control these third party websites and are not responsible for their privacy statements.

the data we collect about you
personal data, or personal information, means any information about an individual from which that person can be identified. it does not include data where the identity has been removed (anonymous data).

we may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:

Identity Data includes first name, last name, title, date of birth, gender
Contact Data includes billing address, delivery address, email address, telephone number
Financial Data includes bank account details, card number details, Swish details
Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us and from which of our stores
Technical Data includes internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, sizes, feedback and survey responses.
Usage Data includes information about how you use our website, products and services.
Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

we also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity.

we do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). nor do we collect any information about criminal convictions and offences.

if you fail to provide personal data
where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). in this case, we may have to cancel a product or service you have with us, but we will notify you if this is the case at the time.

how is your personal data collected?
we use different methods to collect data from and about you including through:

Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

buy or express an interest in our products or services, in-store or on our website;
create an account on our website;
Financial Data includes bank account details, card number details, Swish details
subscribe to our newsletter;
request that we send marketing materials to you;
interact with us on livechat;
submit further support to proof your personal ID;
enter a competition, promotion or survey;
take part in a sania d'mina event;
submit a product review;
contact customer services.

automated technologies or interactions. as you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. we collect this personal data by using cookies, server logs and other similar technologies. we may also receive Technical Data about you if you visit other websites employing our cookies.

how we use cookies
a cookie is a small file which asks permission to be placed on your computer’s hard drive. once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. cookies allow web applications to respond to you as an individual. the web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

we use traffic log cookies to identify which pages are being used. this helps us analyze data about web page traffic and improve our website in order to tailor it to customer needs. we only use this information for statistical analysis purposes.

overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. a cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. you can choose to accept or decline cookies. most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. this may prevent you from taking full advantage of the website.

removing your personal data
you have the right to withdraw consent to marketing or personal data at any time by unsubscribing via the link provided with each marketing email we send to your or by contacting us on shop@saniadmina.com

purpose for which we will use your personal data
we have set out below a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so.

note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data.

To register you as a new customer. Type of data: identity and contact.
To process and deliver your order including managing payments, fees and charges. Type of data: Identity, contact, financial, transaction, marketing and communications
To manage our relationship with you which will include: a) notifying you about changes to our terms or privacy note b) asking you to leave a review or take a survey. Type of data: Identity, contact, profile, marketing and communications
To enable you to partake in an event, prize draw, competition or complete a survey. Type of data: Identity, contact, profile, usage, marketing and communications
To administer and protect our business and this website. Type of data: Identity, contact, technical
To deliver relevant website content and advertisements to you. Type of data: Identity, contact, profile, usage, marketing and communications, technical
To manage our after-sales relationship with you, including: a) assisting you with orders b) contacting you in relation to a product or order recall. Type of data: identity, contact, profile, transaction
To use data analytics to improve our website, products/services, marketing, customer relationships and experiences. Type of data: Technical, usage
o make suggestions and recommendations to you about goods or services that may be of interest to you. Type of data: identity, contact, technical, usage, profile

marketing
we strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. we always strive to provide relevant information which we believe, and hope is of value to you.

promotional offers from us
we may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. this is how we decide which products, services and offers may be relevant for you (this is “marketing”).

you will receive marketing communications from us if you have requested information from us or purchased goods or services from us and, in each case, you have not opted out of receiving that marketing. you will also receive marketing communications from us if you have provided us with your details when you entered a competition or registered for a promotion and gave us your consent as part of that process.

opting out
you can ask us or third parties to stop sending you marketing messages at any time by contacting us at shop@saniadmina.com

opting out of marketing messages will not prevent you receiving non-marketing messages from us, for example relating to products ordered from us, responses to customer service queries etc.

disclosures of your personal data
third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. alternatively, we may seek to acquire other businesses or merge with them. if a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice. we require all third parties to respect the security of your personal data and to treat it in accordance with the law. we do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

international transfers
some of our external third parties are based in the USA, outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.

whenever we transfer your personal data out of the EEA, we do our best to ensure a similar degree of protection is afforded.

where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US. For further details, see https://ec.europa.eu/info/law/law-topic/data-protection/data-transfers-outside-eu/eu-us-privacy-shield_en. Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA.

data security
we have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. in addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. they will only process your personal data on our instructions and they are subject to a duty of confidentiality.

we have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

how long will you use my personal data for?
we will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

to determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

by law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes. we also keep this basic information about our customers for seven years following your most recent purchase from us or to enable us to deal efficiently with any after-sales queries that you may have. we keep customer profile information that you have indicated you are happy for us to have in order to keep you up to date regarding our products, services and events and will keep this information until such time as you indicate you no longer wish us to keep this data, or for seven years following your most recent active interaction with us (e.g. opening or clicking on an email we send you), whichever of these two is shorter.

in some circumstances you can ask us to delete your data: contact shop@saniadmina.com

in some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

your legal rights
under certain circumstances, you have rights under data protection laws in relation to your personal data:

Request access to your personal data.
Request correction of your personal data.
Request erasure of your personal data.
Object to processing of your personal data.
Request restriction of processing your personal data.
Right to opt-out of automated profiling of your personal data.
Request transfer of your personal data.
Right to withdraw consent

if you wish to exercise any of the rights set out above, please contact us as shop@saniadmina.com.

no fee usually required
you will not have to pay a fee to access your personal data (or to exercise any of the other rights). however, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. alternatively, we may refuse to comply with your request in these circumstances

what we may need from you
we may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). this is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. we may also contact you to ask you for further information in relation to your request to speed up our response.

time limit to respond
we try to respond to all legitimate requests within one month. occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. in this case, we will notify you and keep you updated.

These Terms and Conditions were lastly updated on August 28th 2018.

contact details
you can contact us at:
sania d'mina
grevgatan 25
114 53
stockholm
sweden
email: shop@saniadmina.com

Identity Data includes first name, last name, title, date of birth, gender
Contact Data includes billing address, delivery address, email address, telephone number
Financial Data includes bank account details, card number details, Swish details
Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us and from which of our stores
Technical Data includes internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, sizes, feedback and survey responses.
Usage Data includes information about how you use our website, products and services.
Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

buy or express an interest in our products or services, in-store or on our website;
create an account on our website;
Financial Data includes bank account details, card number details, Swish details
subscribe to our newsletter;
request that we send marketing materials to you;
interact with us on livechat;
submit further support to proof your personal ID;
enter a competition, promotion or survey;
take part in a sania d'mina event;
submit a product review;
contact customer services.

To register you as a new customer. Type of data: identity and contact.
To process and deliver your order including managing payments, fees and charges. Type of data: Identity, contact, financial, transaction, marketing and communications
To manage our relationship with you which will include: a) notifying you about changes to our terms or privacy note b) asking you to leave a review or take a survey. Type of data: Identity, contact, profile, marketing and communications
To enable you to partake in an event, prize draw, competition or complete a survey. Type of data: Identity, contact, profile, usage, marketing and communications
To administer and protect our business and this website. Type of data: Identity, contact, technical
To deliver relevant website content and advertisements to you. Type of data: Identity, contact, profile, usage, marketing and communications, technical
To manage our after-sales relationship with you, including: a) assisting you with orders b) contacting you in relation to a product or order recall. Type of data: identity, contact, profile, transaction
To use data analytics to improve our website, products/services, marketing, customer relationships and experiences. Type of data: Technical, usage
o make suggestions and recommendations to you about goods or services that may be of interest to you. Type of data: identity, contact, technical, usage, profile

whenever we transfer your personal data out of the EEA, we do our best to ensure a similar degree of protection is afforded.

we have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

your legal rights
under certain circumstances, you have rights under data protection laws in relation to your personal data:

Request access to your personal data.
Request correction of your personal data.
Request erasure of your personal data.
Object to processing of your personal data.
Request restriction of processing your personal data.
Right to opt-out of automated profiling of your personal data.
Request transfer of your personal data.
Right to withdraw consent

if you wish to exercise any of the rights set out above, please contact us as shop@saniadmina.com.

Lastly updated on August 28th 2018.