FREQUENTLY ASKED QUESTIONS

Please read our Privacy Policy & Terms of Use before using our website. (here)

If you cannot find the answers to your questions on this page, please use our Contact Us form (here).

You can also reach us directly by phone, please use the appropriate # listed below:

Retail shoppers - 1-888-THE-SAK1
Specialty / Wholesale Customers - 1-212-329-4526

Online Store hours are 9:00AM - 6:00PM Pacific Standard Time, Monday - Friday.

We look forward to hearing from you!


WHOLESALE BUSINESS OPPORTUNITY QUESTIONS


I REPRESENT A BOUTIQUE ACCESSORIES RETAILER AND WOULD LIKE TO REPRESENT THE SAK AS A RETAIL PARTNER - HOW DO I APPLY?

We are actively looking for high quality accessories boutiques. Please fill out our Wholesale Account Application Form (HERE).


PRODUCT QUESTIONS

MY SAK HANGTAG IS LOST, HOW DO I REQUEST A NEW ONE?

Email info@thesak.com with your name, address, color of your bag, and a description of your lost tag. We'll gladly send you a free replacement if we have a matching tag available. Don’t forget to tell us the color of your bag so that we can make sure to send you a matching tag!

MY HANDBAG IS DIRTY, HOW SHOULD I CLEAN IT?

If your handbag is made of our signature Tightweave, with no leather or beading, we recommend hand washing in lukewarm water, using a mild detergent like Woolite. After washing, lay it flat to dry. Hand washing your Tightweave Sak also tightens up the weave of the bag, which may relax slightly over time with use. Leather bags can be cleaned using a water based leather cleaner and conditioner. Bags that are a combination of leather and crochet can be spot cleaned with a damp cloth and a mild detergent. Bags that are made of woven satin ribbon, or grosgrain ribbon, can be dry cleaned only.

MY HANDBAG DOESN'T MEET MY EXPECATIONS OF QUALITY, WHAT IS THE SAK'S PRODUCT GUARANTEE?

We 100% guarantee our products to satisfy you.. If our product doesn't stand up to your expectations for any reason, send it back to us. We'll do our best to replace your exact handbag. See our Product Guarantee for the details (here).

MY HANDBAG BROKE, CAN IT BE REPAIRED?

We do not repair handbags, but If our product doesn't stand up to your expectations for any reason, send it back to us and we'll replace it or give you a merchandise credit so you can pick your own replacement handbag. See our product guarantee (here).

WHAT MATERIALS ARE USED TO MAKE YOUR HANDBAGS?

THE SAK makes handbags out of a variety of materials. We pride ourselves on being a textile laboratory, constantly developing new and experimental fabrications. Please feel free to contact us for more information on a particular item, or consult the small white tag sewn into the lining of your SAK that details the materials used in the making of your SAK.

I BOUGHT A HANDBAG A FEW YEARS AGO THAT I JUST LOVE, BUT I CAN'T FIND IT IN STORES - HOW CAN I PURCHASE ANOTHER ONE?

Please use our Contact Us form (here), and describe the bag you're looking for. If possible, include the SKU number, which can be found on the inside of the bag in question on a white tag. SKU numbers begin with "e;100"e;. We'll do our best to figure out whether or not the bag is still available for sale, and get back to you shortly.

HOW CAN I TELL IF MY HANDBAG FROM THESAK IS AUTHENTIC?

The best way to make sure you're buying an authentic SAK handbag is to purchase online at THESAK.com, or from an authorized retailer of THE SAK products. If you have doubts about your handbag's authenticity, please contact us for help.


CUSTOMER SERVICE QUESTIONS

I RECENTLY RETURNED MY HANDBAG - WHAT IS THE STATUS OF MY RETURN?

If you shipped your return via a carrier that provides tracking information, please use your tracking number to confirm the date your handbag arrived at our warehouse. If it has been more than two weeks since your return was received by The SAK, please contact us (here), or call 1-888-THE-SAK1 to speak to a representative.

I PURCHASED A HANDBAG FROM THESAK.COM LAST WEEK, AND THE ITEM IS NOW ON SALE. WILL THE SAK GIVE ME THE DIFFERENCE?

We will be happy to refund you the difference if your order meets the below criteria:
-   You purchased your product at full retail price from THESAK.com. -   Your product went on sale less than 2 weeks from your date of purchase. -   The product is discounted due to seasonal markdown, and is NOT due to a temporary promotion. -   The product is not on clearance markdown (75% off).

If you qualify for a refund, please notify us by calling 1-888-THE-SAK1.

DO YOU HAVE A PRINT CATALOG?

Unfortunately, we are not currently printing a catalog. However, our product line is available for browsing and purchasing right here at THESAK.com.

WHAT IS THE SAK'S RETURN POLICY?

If our product doesn't stand up to your expectations for any reason, send it back to us. We'll do our best to replace or exchange your handbag. See our Product Guarantee for the details (here).

HOW CAN I TALK TO AN ACTUAL PERSON ON THE PHONE?

Call us at 1-888-THE-SAK1. Press 0 to speak with a representative. Please leave us a detailed message if we are not able to answer, and we will contact you back within 1 business day.

HOW DO I REDEEM MY MERCHANDISE CREDIT OR GIFT CERTIFICATE?

Check out with the product of your choice. Just above where you would normally enter your credit card payment information will be a box to enter your Gift Code. Enter your Gift Code exactly as it appears in the email that was sent to you, making sure not to use spaces or capital letters. Once you update the Gift Code, the value of the Gift Code will be deducted from your total and you will have the option to enter credit card information if there is a remaining balance.

I received a Sak day planner a few years ago. Do you have the current year's refills?

We are no longer carrying THE SAK planner refills. Day Runner six-ring refills will fit the planner. These are available at most office supply stores.


WEBSITE QUESTIONS

HOW CAN I CHECK MY ORDER STATUS?

To check order status, login to Your Account (here), view your list of orders, and note the Status.

HOW CAN I SEND A GIFT USING THE WEBSITE?

Add an item you would like to gift wrap to your cart. Click on the gift wrapping icon in your cart to add gift wrapping to your order at a nominal cost. You may click the gift wrapping icon again to un-select the gift wrapping option, if necessary.

HOW DOES ONE RETURN A GIFT HANDBAG PURCHASED ON THESAK.COM?

Please see our Product Guarantee & Return Process (here).

CAN I SEND AN ORDER TO MORE THAN ONE PERSON?

Not just yet. Currently, you can send an order to just one mailing address. In the future, you will be able to ship your order to more than one mailing address.

WHAT ARE YOUR SHIPPING RATES IF I PURCHASE ONLINE?

Standard Ground Shipping with UPS is FREE for orders over $99.00. Otherwise, shipping rates are based on the weight and size of the bag you are ordering, and where you live. Rates may vary. Standard Ground shipping is approx. $8.99, 2nd Day Air is approx. $18.99, and Next Day Air is approx. $28.99.

I LIVE OR AM TRAVELING OUTSIDE OF THE UNITED STATES - DO YOU SELL TO INTERNATIONAL CUSTOMERS?

Unfortunately, we do not sell to customers outside the U.S. You can, however, find our product at one of our international retail partners. Look in our store locator.

CAN I ORDER ONLINE AND SHIP TO A PO BOX OR APO/FPO ADDRESS?

Unfortunately, we are currently unable to ship to PO Boxes or APO/FPO addresses.

HOW CAN I CHANGE MY ACCOUNT INFO, INCLUDING MY MAILING ADDRESS?

To change your personal information stored in your My Account, you must first login (here). If you have trouble accessing your account, please contact us (here).