Shipping and Returns

Shipping

Order Processing Time

Full-Price Items: Orders are dispatched within 3 business days.

Sale Items (including markdowns and promotional offers): Orders are dispatched within 14 business days.

Please note: Orders are not processed or shipped on weekends or public holidays. While we aim to meet the indicated timeframes, delays may occur, and we are not responsible for any delivery times exceeding the stated estimates.

Fulfillment Locations

United States: Orders are shipped from our US warehouse.

Hong Kong & Rest of the World: Orders are shipped from our Hong Kong warehouse.

Shipping Fees & Couriers

*Shipping fees are non-refundable.

We do not ship to PO Boxes. If a PO Box is entered, our Customer Care team will reach out for an alternative address. If no valid address is provided within 3 business days, the order will be automatically canceled.

Taxes & Duties

For orders shipped to the UK, Europe, Australia and Singapore, taxes and duties are included in the product price.

For all other destinations, we ship on a Delivery Duty Paid (DDP) basis. This means you will not be charged additional taxes or duties upon delivery. All fees are calculated at checkout based on the order total, destination, and product type.

In some cases, couriers may request personal information such as a Social Security Number or Tax ID for customs clearance. Customers are responsible for providing any required information to avoid delays.

We are not liable for shipping delays caused by customs or other external circumstances.

Pre-Order Items

Pre-ordering allows you to secure high-demand items before they sell out.

Estimated shipping dates are listed on each product page and are not guaranteed.

Full payment is charged at the time of purchase.

Orders containing both in-stock and pre-order items will be shipped separately at no additional cost. If you prefer one combined shipment, please contact our Customer Care team after placing your order.

Order Changes & Cancellations

Orders cannot be modified once placed.

Cancellation is only possible if the order has not yet been processed by our warehouse.

To request a cancellation, contact us immediately at customercare@sau-lee.com with your order number.

Shipping address changes can be made only before the order has been shipped and must remain within the same country.

Automatic Cancellations

Orders may be automatically canceled due to:

• Product unavailability
• Payment issues
• Incomplete/incorrect shipping details

You will be notified via email, and you will not be charged for canceled items.

Lost Shipments & Refused Deliveries

Once marked as delivered by the courier, we are not responsible for lost, stolen, or damaged packages.

Refused deliveries will incur deductions from your refund, including original shipping fees, return shipping costs, customs duties, and a handling fee.

Faulty Items

If your item arrives damaged or defective, please contact us at customercare@sau-lee.com with your order number and clear photos of the issue. We will investigate and provide a resolution promptly.

Returns & Exchanges

Returns or exchanges must be initiated via our Returns Portal within 14 days of delivery.

Full-price Items:

• Refund to original payment method
• Store credit
• Size exchange (non-refundable once exchanged)

Sales Items (including promotions):

• Store credit
• Size exchange (non-refundable once exchanged)

Final Sale Items

• Not eligible for return or exchange

Return Eligibility

Items must be:

• Purchased directly from sau-lee.com
• Unworn, unwashed, unused, and in original condition
• Have all original tags attached
• Free from perfumes, deodorant, or other odors
• Shoes must be in original shoebox, without damage to packaging. Return labels should not be placed directly on the shoebox.

We reserve the right to reject returns that do not meet these criteria. If your return is declined, it will be shipped back to you without a refund.

Exchanges

We offer a one-time exchange for a different size of the same item, subject to availability.

Exchanged items are non-refundable.

No second exchange will be allowed on the same order.

Return Shipping

Returns must be received at the designated warehouse within 14 days of approval.

We are not liable for lost or damaged returns. We recommend using a traceable courier and retaining proof of postage.

Shipping fees, taxes, and duties are non-refundable.

Refunds

Refunds are processed within 14 business days of receiving your return.

You’ll be notified by email once your return is approved and the refund is issued.

Refunds may take several days to appear in your account. If not received after 7 business days, please contact your bank.

Store Credit

Valid for 12 months from the date of issue.