Frequently Asked Questions

You can review our Terms & Conditions, Privacy & Cookie Policy, Shipping Policy, Returns Policy and other applicable legal information through the links on our website. We recommend reading these policies before placing an order, as they explain your rights, our procedures, and how purchases through our store are handled.

Unless mandatory law requires otherwise, these Terms and any non-contractual obligations arising out of or in connection with them, as well as any purchases and disputes connected with our website or webshop, are governed by Dutch law. If you are a consumer residing outside the Netherlands, this choice of Dutch law does not deprive you of the protection afforded to you by mandatory provisions of the law of the country of your habitual residence. Applicable mandatory provisions of European Union law remain unaffected.

For consumers, the risk of loss or damage ordinarily passes when you, or a third party indicated by you other than the carrier, physically receive the goods, unless mandatory law provides otherwise.

For international shipments, customs duties, import taxes, brokerage fees, and local clearance costs may apply depending on the destination and shipping method, unless our website expressly states that such costs are included.

Please contact us without undue delay at admin@sanctumdeo.com and provide your order number together with any relevant details or photos. This helps us start the relevant carrier, insurance, or customer-service process. This operational procedure does not limit any statutory consumer rights you may have.

Available shipping destinations, carriers, shipping methods, and checkout delivery options may vary depending on the product, stock location, destination, operational constraints, and legal restrictions. The available options for your order will be shown at checkout.

Any processing time, dispatch estimate, or delivery estimate shown on the website or at checkout is indicative unless we expressly guarantee a specific deadline. For consumer contracts, goods will nevertheless be delivered within the period required by applicable law or, if no period has been agreed, within the applicable statutory default period.

For consumers, the risk of loss or damage ordinarily passes when you, or a third party indicated by you other than the carrier, physically receive the goods, unless mandatory law provides otherwise.

For international shipments, customs duties, import taxes, brokerage fees, and local clearance costs may apply depending on the destination and shipping method, unless our website expressly states that such costs are included.

Please contact us without undue delay at admin@sanctumdeo.com and provide your order number together with any relevant details or photos. This helps us start the relevant carrier, insurance, or customer-service process. This operational procedure does not limit any statutory consumer rights you may have.

If you are a consumer buying eligible physical goods at a distance, you generally have the right to withdraw from your purchase within 14 days from the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods, unless mandatory law grants a longer or otherwise more protective period. You can initiate your withdrawal and return request via our return portal.

To exercise your right of withdrawal, you must send us an unambiguous statement before the withdrawal period expires. We recommend submitting your return request through our return portal to ensure proper and timely processing. Your request must clearly identify the order and your intention to withdraw. The use of a model withdrawal form is permitted, but not mandatory. The absence of an order number does not invalidate a withdrawal request, provided the order can be reasonably identified.

Unless we expressly agree otherwise, returns should be sent to: Sanctum Deo, Adriaen van de Vennestraat 2, 4336DG Middelburg, the Netherlands.

Unless we state otherwise, you are responsible for the direct cost of returning the goods when you use your withdrawal right. Different rules may apply where the item is faulty, damaged, incorrect, or not in conformity with the contract.

We will reimburse all payments received for the withdrawn goods, including the basic outbound delivery costs where mandatory law requires reimbursement of those costs, without undue delay and within the applicable legal period. We may withhold reimbursement until we have received the returned goods or until you have supplied adequate proof of return, whichever occurs first where applicable law permits this.

You may handle and inspect the goods only to the extent necessary to establish their nature, characteristics, and functioning, as you would in a physical store. You may be liable for any diminished value resulting from handling beyond what is necessary. Washed, heavily worn, damaged, or incomplete items may therefore result in a reduced refund where legally permitted.

Please consult the size guide on the relevant product page before ordering. If you are unsure, contact us at admin@sanctumdeo.com before placing your order.

Please follow the care instructions on the product label and on the product page. Incorrect washing, drying, ironing, or other misuse may affect the appearance and lifespan of the garment and may affect your rights where the issue was caused by improper care.

We aim to keep product and stock information accurate, but occasional errors can occur. If an item becomes unavailable after you place an order, we may cancel the affected part of the order and provide an appropriate refund or, where suitable and lawful, offer an alternative.

Please contact us as soon as possible at admin@sanctumdeo.com with your order number, a description of the issue, and clear photos where relevant. If the goods are defective, incomplete, incorrect, damaged on arrival, or otherwise lack conformity, you may rely on the statutory remedies available under applicable law, such as repair, replacement, price reduction, rescission, or damages, depending on the circumstances.

Yes. Your statutory consumer rights always apply. Under applicable consumer law, a product must do what you may reasonably expect from it, taking into account the nature of the product and the information provided about it. Any commercial warranty we may offer is additional to, and does not replace, your legal rights.

Please send your complaint to admin@sanctumdeo.com with your order number and a clear explanation of the issue. We encourage customers to contact us first so that we can review the complaint and, where possible, resolve the matter informally.

We process personal data in accordance with applicable privacy law, including the GDPR / AVG. Depending on the interaction, this may include identity and contact details, billing and shipping details, order and refund history, transaction references, communications content, device and website-use data, and limited fraud-prevention or risk data. We process such data to operate the website and webshop, perform and administer contracts, communicate with customers, handle returns and complaints, prevent abuse, comply with legal obligations, and improve legitimate business operations.

Yes. Our website may use cookies or similar technologies for strictly necessary website functions, analytics, security, shopping-cart continuity, and where lawful and properly consented marketing or personalisation.

No. Where applicable law requires prior consent for non-essential cookies or tracking technologies, such technologies will not be activated before valid consent has been obtained.

Discount codes must be entered at checkout and are valid only under the conditions stated in the relevant promotion. Unless expressly stated otherwise, discount codes cannot be combined, exchanged for cash, or applied retroactively.

Yes. We may change, suspend, or end a promotion where this is reasonably necessary, for example because of an obvious error, stock limitations, abuse, compliance issues, or changed circumstances. This does not affect orders already accepted, except where cancellation is legally justified.