Customer Care > FAQ
FREQUENTLY ASKED QUESTIONS
CAN PROMOTIONS BE COMBINED WITH OTHER OFFERS OR SALE ITEMS?
Unless otherwise stated in the promotional offer, promo codes are valid on full-priced merchandise, limit of one promotional code per order, and cannot be combined with any other offers.
CAN PROMOTIONS BE APPLIED TO PREVIOUS PURCHASES?
Price adjustments on previously purchased merchandise are not available.
WHAT IS YOUR PRICE ADJUSTMENT POLICY?
If you find a lower published price than what you paid on thesak.com, we will honor a one-time price adjustment within 24 hours of the purchase date and issue store credit to your sakroots.com account. To receive a price adjustment, please contact The Sak Customer Care by phone at 888-800-5899 or by email at firstname.lastname@example.org and refer to the order number found on your order confirmation email.
HOW LONG DOES IT TAKE TO RECEIVE MY 15% OFF WELCOME CODE?
Normally it takes customers within 1 to 2 hours to receive their promotional Welcome Code via email. If you do not receive your promo code after 2 hours, please contact The Sak Customer Care.
HOW LONG DOES IT TAKE TO RECEIVE MY CIRCLE COIN REWARDS AFTER PURCHASE?
Your Circle Coin rewards will appear on your account on The Sak within 24 hours of purchase. If you do not receive your rewards, please contact our customer care.
WHERE CAN I OBTAIN MY CIRCLE COIN REWARDS?
In order to receive and obtain your circle coin rewards, you must be a loyalty rewards member and logged onto your account on The Sak at purchase. Coins can be viewed in your account information. Click here for more information on our loyalty rewards program.
WHAT ARE THE HANDBAG MEASUREMENTS?
We incorporate dimensions in inches on the product description section.
DO YOU ACCEPT EXCHANGES?
We do not process exchanges at this time; however, you may follow our flexible return policy for a refund and order a replacement item at any time by placing a new order.
I RECEIVED A DAMAGED ITEM, HOW SHOULD I PROCEED?
If you received a defective item, quickly return the defected item by following our return policy to obtain a return shipping label free of charge and order a replacement item by placing a new order. You will receive your refund in the same form of payment.
HOW DO I CARE FOR MY HANDBAG?
All bags and accessories from The Sak should be handled with care:
Canvas: Spot clean with barely damp rug, mild detergent, and air dry.
Coated Canvas: Wipe clean with barely damp cloth and air dry.
Leather: Clean with a water-based leather cleaner and moisturizer. Use a protective spray to protect the leather surface.
Nylon: Wash with warm water and air dry away from direct sunlight.
Crochet: Wipe clean with barely damp cloth and lay flat to dry.
ORDERS & PAYMENT
WHY WAS MY ORDER CANCELLED?
Items may occasionally be cancelled by our system if there was an issue with the order or if an item goes out of stock. You will receive an email notice that will explain the reason for the cancellation. You will not be charged for any cancelled items or cancelled orders.
CAN I CANCEL OR CHANGE MY ORDER?
We strive to ship out all orders as quickly as possible and because processing begins immediately, we are unable to make any changes or cancellations once an order is submitted.
DO YOU OFFER GIFT CARDS?
We do not offer e-gift cards at the moment.
WHAT CARRIER DO YOU USE?
Sakroots purchases are shipped via UPS. As a result, we cannot ship orders to APO/FPO, PO Box mailing addresses and rural routes. We also do not ship internationally at the moment.
WHAT IS SAKROOTS SHIPPING TIME FRAME?
Orders placed before 2:00pm EST generally ship on the same business day. Shipping may differ on days during Sakroots physical inventory and national holidays. For all information regarding shipping click here.
HOW DO I KNOW IF MY ORDER SHIPPED OUT?
You will receive an order confirmation email once your order has been received. In addition, we will send you an email when your order has shipped that will include the tracking number for your package.
DO YOU SHIP INTERNATIONALLY?
We currently do not ship to addresses outside of the United States.
WHAT IS YOUR RETURN POLICY?
For all information regarding returns click here.
I WANT TO RETURN SEVERAL ITEMS PURCHASED ON DIFFERENT ORDERS, CAN I RETURN IT TOGETHER?
It is very important to return orders separately; in its own packaging using the shipping label with the correct order number. This will help simplify the return process and reduce delay on your refund.