Frequently asked questions

If you are currently asking yourself a question, the answer is probably here. If not, please contact us by clicking here.

SATINY ACCOUNT®

How can I contact you ?

Hopefully you will find the answer you need in one of the articles we have on our site, but if you need a little help, send an email via our contact page or via contact@satiny.shop

Customer satisfaction is extremely important to us. We strive to respond to all inquiries as quickly as possible, our maximum response time is usually 48-72 hours. Please send only ONE MESSAGE at a time*.

*Please also use ONLY ONE method of contact, as contacting multiple channels for the same question can delay response time for you and other customers.

Please be sure to provide as much information as possible, such as order number (found in confirmation emails), email address, photos, etc. This will help us help you as quickly as possible.

Why doesn't Satiny have a phone number ?

We currently have a phone number being set up that you can see at the very bottom of our website. This number is currently under maintenance as it was not designed to handle large volumes of phone calls, we currently do not have a call center.

Satiny® was built online, including our customer support. While you may receive an automated response from time to time, all channels are staffed by human personnel who want to help you, quickly and efficiently.

We thank you for your understanding❣️

How to create an account and access it ?

You can create an account and access the following:
- Track your orders and review your past purchases
- Save your addresses for faster checkout
- Manage your account details, addresses and email preferences
- Receive special offers and discount codes

Your account can be created before checkout, during checkout or after checkout. To do this, go to our site and find "Account" on our header, the page will take you to the login and account creation.

Can I update my personal data in my account ?

Yes! You can manage your account details, address book and email preferences. But if you want to make any changes, such as changing your shipping address or email address after placing an order, please contact us immediately and we will do it for you!

Are you getting an error message when logging into your account ?

Please check the following:

1. Did you use the same email address as the one used to register?
2. Are you sure you have created an account with us?
3. Have you forgotten your password?

Follow this link to reset your passwordIf all else fails, contact support and we will help you further!

Can you delete my account and erase my "cookies" ?

Of course! Feel free to contact us via our contact page and a member of the team will tell you the next steps to take. We will be sad to see you go!

Please also note that your "cookies" (= browsing data) are only stored for 30 days and then deleted automatically. This 30-day period is the period of time during which your data can be used for useful purposes. You can manage the type of "cookies" that you allow us to track by clicking on the "cookies" logo at the bottom left of your screen.

DELIVERY

Delivery information

We offer free worldwide shipping with tracking for all orders over 20£, including Europe, North America, South America, Asia and Australia.

For customers in Europe and America, we ship within 8-12 business days. Our standard international shipping time ranges from 8 to 18 business days depending on your location. If you are not sure if we deliver to your area, please contact us at contact@satiny.shop

We ship with reputable carriers, so you can be sure that your order will be delivered safely and on time.

How long will it take for my order to arrive ?

The delivery time will depend on the country you are in.

In Europe and America, standard delivery takes 8 to 12 working days.

In the rest of the world, we deliver within 15 to 21 days.

Please note: During the Christmas period, delivery time may be extended due to high traffic on our site. 

Even if 95% of our parcels are delivered in less than 12 days, the delivery can take up to 21 days in case of force majeure (promotions of -50%, exceptional events, out of stock, weather conditions...). )

If the delay seems long to you, do not worry, you can follow the progress of your order thanks to the tracking number which was communicated to you by e-mail!
For more details about delivery times, you can consult our policies in the menu at the bottom of our site.

Do you offer free shipping ?

We offer FREE worldwide shipping on all orders over $20. Please be patient with international orders as they will inevitably take longer to reach you. Please allow 15-25 days for our customer service to be notified of a missing order. European customers can expect to receive their order within 8-12 business days.

How do I change my delivery address ?

If you have just ordered and need help changing your shipping address, please contact us as soon as possible! If your order is more than 48 hours old, our team can no longer make adjustments because it will have already been sent.

We recommend that you place a new order so that it is sent to the right address.

* We are not responsible for address errors not reported within 48 hours of purchasing on our site. We thank you for your understanding.

How can I track my order ?

After placing your order, you should receive a confirmation email containing your purchase number and a link to track your package. If you have not received the confirmation email, please check your spam before contacting support.

Once your order has been shipped, you will receive within 48 hours a shipping confirmation email indicating your shipping number as well as a real-time delivery tracking link. It is from this email that the delivery tracking will start to indicate more information about the delivery.

To follow the progress of your items, we invite you to click on the link "Delivery tracking" in the menu, and to indicate the information relating to your order. If you can't find them, please contact us via our contact page, we will do what is necessary to help you.

My order is delayed, there is no update on the tracking link ?

International orders may take longer to reach you, please allow 12-18 days before contacting our customer service for a missing package.

European customers can expect to receive their order within 8-12 business days. However, if you still have not received your item after this period, it may be subject to delays that are beyond our control and are due to logistical problems with carriers in your area. Do not hesitate to contact our customer service by e-mail - contact@satiny.shop or by using the "Contact Us" page and our team will be happy to help you.

There are also other reasons why delays may occur :

- Return to sender, insufficient address, failed delivery attempts - Couriers typically make 2 or 3 attempts to deliver your order. Contact the courier or carrier as soon as possible. They will usually return your package the next business day or ask you to pick it up at their office. If it is returned to us, simply contact us so we can reship it.

- Holidays - A sudden or unexpected increase in mail deliveries is more common during the holiday season. Simply contact your local post office to track your order.

—> In these cases, it is preferable to consult the carrier's website for more information on delays.

I believe my order was lost/stolen in transit ?

If you have any doubts, please contact the carrier in your area first to see if they have any record of your order. Then, you can contact us so that we can find solutions to help you solve this problem.

Do I have to pay customs and/or import fees ?

Satiny® cannot be held responsible for any customs fees charged in your country. We recommend that you check your local import taxes if you think you may have to pay additional fees.

Order marked as delivered but not received ?

If your package was marked as delivered but you have not received it, please check with your neighbors first.

If 3 business days have passed since your package was marked as delivered and you have not received your order, please contact us at contact@satiny.shop

Where is my order ?

You can check the tracking of your order by clicking on "Account" in the upper right corner of our website. Log in to your account and view the "Order History": you will be able to see all the tracking information.

Please note that you will also receive an email with tracking information once your order has been shipped, after the confirmation email. This email will contain all the information about your order, including the order number, the shipping number, and a tracking link.

To track your order, we invite you to click on the link "Delivery Tracking" in the menu, and to indicate the information related to your order. If you can't find them, please contact us via our contact page, we will do what is necessary to help you.

EXCHANGES AND RETURNS

What is our exchange and return policy ?

Exchanges are possible within 14 days after receiving your order. If you are not satisfied with your order, returns are simple, just contact our customer service and send your package to the address indicated (note that shipping costs are at your expense and that the initial shipping costs are not refundable). We will refund your purchase once the order is received in its original and unused packaging.


❗️However, products intended for intimate use (underwear, ...) as well as products subject to an exclusive discount of at least -50% are not refundable (only partial refunds or returns of products can be made depending on the case)

To request a return or exchange, please first review our "Return & Refund Policy" located in the menu at the bottom of the site. Feel free to contact our support team who will guide you through the process.

Why isn't there a return form in my order ?

We are very conscious of the impact on our planet. As part of our ongoing sustainability efforts, we are creating positive changes to contribute to a better future. These changes include eliminating return paper and invoices from Satiny® orders.

You will see that it is not necessary to have these documents, which can be sent by e-mail.

So it makes sense not to include them. We always strive to do the right thing and improve our impact on the world around us.

How do I request an exchange/return ?

To request a return or exchange, please first check our "Return & Refund Policy" to see if the products in your order are accepted for returns, this link is found in the menu at the very bottom of the site.

Then contact one of our customer support teams who will guide you through the process.

What is the status of my refund ?

Once your package has been received by us and the refund criteria have been validated (unworn, unwashed, and original packaging intact), Satiny® undertakes to refund you within 15 days maximum.

I received a damaged / defective item. What should I do ?

If any of the products in your order are defective upon receipt, please contact our customer support team with pictures or videos so that together we can find a way to help you.

In most cases, if it is a manufacturing defect, our customer service will notify you of the return of the product(s) as soon as possible and you will be able to keep the defective product (it will not be necessary to return the product to us)

Can I change or cancel my order ?

Yes, you can request the cancellation of your order or part of it within 48 hours after making the purchase. Once this period is over, cancellation requests will no longer be possible.

If you wish to cancel your order and the 48 hour deadline has not passed, let us know immediately by sending an email to contact@satiny.shop with your contact information and our support team will issue a refund.

How can I cancel or change an order ?

It is possible to modify or cancel an order after it has been placed within 48 hours. If this period is exceeded, it means that the order is already processed, our team can no longer make adjustments.

If you want to add another item to your order or change the delivery address BUT the 48 hour time limit has passed, your order has already been processed. The only possibility is to place a new order for the item you want or the correct address you wanted to put.*

* Orders lost due to an address error, clothing size or color problems cannot be refunded or cancelled if the 48 hour time limit is exceeded.

We thank you for your understanding.

There is an item missing from my order. What should I do ?

In the unlikely event that you are missing an item from your order, please contact us immediately with the following information so that we can resolve this issue quickly and efficiently:

- Your order number
- The name of the item you did not receive

Once we receive the above information, our customer support team will take care of your issue as soon as possible! Please keep in mind that you may receive two different tracking numbers for the same order, as one item in the order may have come from a different one of our fulfillment centers.

ALL CLAIMS FOR ORDERS THAT ARRIVE WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

What if you sent me the wrong article ?

In the unlikely event that you receive the wrong item, please contact us immediately with the following information so that we can resolve the issue quickly and efficiently:

- Your order number
- The name of the item you did not receive
- The name of the item you received instead.
- A clear picture of the item you received

Once we receive the above information, our customer support team will address the issue as soon as possible!

ALL CLAIMS FOR ORDERS THAT ARRIVED WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

Can I request a refund to another payment method ?

No, we can only process refunds to the original payment method. The only alternative is to offer gift cards (credit) for the full amount of the refund.

The refund has not been received. What should I do ?

We can only issue a refund to the original payment method. Therefore, we cannot issue a refund to another account or card.

If you have a new card, but the original account remains active, the refund will be issued to your account. If the account has been completely closed, please contact your bank and we can assist you if necessary.

What happens if I miss the return deadline (14 days) ?

If you have missed the 14 day deadline to request a return, please contact us at contact@satiny.shop as soon as possible so that our support team can assist you. Please include the order number and the reason you missed the deadline. We are not obligated to accept your return, but in some cases we can find a solution to help you.

SIZE & FIT

How do I know what size I am ?

When you buy clothes from us, it's important to find your size. That's why you'll find an easy-to-follow sizing guide on each of our product pages that tells you where to measure. All you need is a tape measure!

If you have any other problems, please feel free to contact us via our "Contact Us" page or simply email us at contact@satiny.shop to get help from one of our customer support team members.

How do I take my measurements correctly ?

For the chest: position the tape measure at the point of the breasts.

For the waist: position the tape measure at the thinnest part of the bust.

For hip size: position the tape measure at the widest point of the pelvis.

If you find yourself between two sizes, take the next size up for a more casual look.

If you have any hesitation, contact us via our page or simply email us at contact@satiny.shop to get help from one of our customer support team.

I bought a size that is too big/too small for me. What should I do ?

You bought a garment from us and it doesn't fit! Don't worry!

At Satiny®, exchanging your garment is possible by taking note of our "Return and Refund Policy". With our money back guarantee, you have 14 days to try on your garments (except for some garments that cannot be returned).

❗️However, products intended for intimate use ( underwear, ...) as well as products subject to an exclusive discount of minimum -50% are not refundable (only partial refunds or returns of products can be made depending on the case)

To request a return or an exchange, please first consult our "Return & Refund Policy" located in the menu at the bottom of the site. Then contact our customer support team who will guide you through the process.

I am between two sizes. What should I do ?

If you have measured yourself and find yourself between sizes, always go up rather than down. Since our garments are made of a superior, figure-hugging stretch fabric, the larger size should provide you with a perfect fit and effective support.

If you have any other problems, please feel free to contact us via our "Contact Us" page or simply email us at contact@satiny.shop to get help from one of our customer support team members.

How to take care of your Satiny® clothes ?

Read the care label: By doing so, you will avoid mistakes when washing, drying or ironing at the wrong setting. Make sure you understand the meaning of the symbols.

As a general rule, follow these guidelines :

- Most of our sportswear is made from synthetic fibers such as nylon, elastane and polyester. It is this type of material that gives our clothing sufficient compression and stretch. If the wash is set to a high temperature, it can become damaged and shrink. Another advantage of low temperature washing is that it is sustainable, high temperature wastes a lot of energy!

- Wash clothes with similar colors to avoid color transfer in the wash, especially for dark colored shapewear.

- Turn clothes inside out (if applicable). Your clothes will clean better as sweat, dead cells and bacteria accumulate and cause unpleasant odors.

- Do not bleach, tumble dry, iron or dry clean. It is best to air dry your shapewear to preserve its elasticity, otherwise its life span will be reduced. This also reduces our greenhouse gas emissions!

ORDER

How to place an order with Satiny® ?

To successfully place an order on Satiny®, all you need to do is:

1. Go to your favorite product.

2. Select the right color and size.

3. Check the quantity ordered.

4. Click on the "ADD TO CART" button.

5. Review all items in your cart - if you are ready to finalize your order, click on "GO TO CASH".

6. Finalize your order by filling in all the necessary information on the checkout page: Customer data, shipping address, billing address, shipping method, payment information.

7. If you have a discount code, enter it at the checkout stage.

8. Review your order once more, make sure you got the right item (product(s) chosen, quantity, color and size).

9. Click on "Complete Order" to start the process of sending your package.

If you cannot find the answer to your question, please contact us and we will be happy to help you.

What is the security of the Satiny® online store ?

Satiny® adheres to the highest industry standards to protect your personal information. Your card information and personal data are encrypted during transmission using secure socket layer (SSL) technology and PCI Level 1 standards, which are widely used on the Internet for payment processing. We do not sell, rent or otherwise distribute our customers' personal information. Your information is safe with us!

If you can't find the answer to your question, just contact us and we will be happy to help you.

Where to apply the discount code ?

Discount codes are case sensitive (upper, lower case and space) and only one is applied per purchase.

You can apply it during the checkout process, on the right side that describes your order. There is a box indicating "discount code"... Once you have entered this code, click on "Apply". Your total amount will be updated to reflect the discount.

What payment methods do we accept ?

We accept credit or debit cards (VISA, Mastercard, American Express and Maestro) as well as express payment options like Paypal, Shop Pay, Apple Pay and Google Pay. Our base currency is €, so if you're buying from abroad, make sure you know the daily exchange rate for your currency at the time of the transaction.

Did you receive a prepaid gift card? You can use it to pay for your order.

We also offer a Klarna payment option at a later date. Please note that these options are NOT express payment options as above, these subsequent payment options are at the end of the checkout process. This is the same page where you have the option to pay with a credit or debit card.

If you have any problems, you should contact your card provider or contact us.

If you can't find the answer to your question, send us an email at contact@satiny.shop and we will be happy to help you.

Is the tax included ?

Duties and taxes in Europe

Your order may be subject to taxes depending on the country you are in. It will be calculated at checkout.

International duties and taxes

Orders shipped internationally may be subject to import duties and taxes. You will be responsible for all import duties and taxes at the time of or after delivery.

Unfortunately, Satiny® has no control over these charges. You may contact your local customs office for more information.

What is Klarna ? How do I use it ?

PAY LATER WITH KLARNA.

We're excited to announce that we've partnered with Klarna to bring you new ways to pay at checkout. It's a safe and easy way to get what you want when you want it.

HERE'S HOW IT WORKS:

Step 1 Add products to your cart and select "Klarna" at checkout.

Step 2 Enter some personal information and you will instantly know if you are approved.

Step 3 Klarna will send you a confirmation email and reminders at the time of payment.

Step 4 You can make your future Klarna purchases with just one click.

Payment Information:


PAY IN 3 TIMES

For European and American customers, you can split the cost into 3 interest-free payments. This is a partial payment at the time of purchase, and two other payments at 30 and 60 days.

PAY IN 30 DAYS

For European and American customers, you can try on your equipment at home and decide which items you want to keep. Make your payment in full 30 days after your purchase is shipped. No down payment, no interest and no fees when you pay on time.

About Klarna

At Klarna, we are constantly striving to create the best shopping experience in the world. We believe that payments are more than just a way to send money. That's why our smooth payment methods give you more time, control and joy so you can focus on the things you love.

80 million shoppers use Klarna.190,000 retailers work with us worldwide.We've been powering online checkouts for 14 years.Does Klarna impact my credit score?Klarna can perform a flexible credit search that does not affect a customer's credit score and is visible on your credit report only to you and Klarna.

Neither Klarna nor Satiny® performs credit searches that could impact your credit score.

This includes at the time of application, if a payment is missed, or if the outstanding balance enters a debt collection phase.

Is there anything else I should know?

In Europe, you must be over 18 years old to use this credit offer. Klarna uses indirect research with credit reference agencies. These do not affect your credit rating. Missed payments may affect your ability to use Klarna. Pay in 3 installments, full terms. Pay later, full terms

Late payment fees apply. If you would like more information about this, contact Klarna support.

*You must be 18 years or older, have a residential address and a bank account.

Safe and secure

With Klarna, you are always covered by Klarna's buyer protection policy. Modern safeguards protect your information to prevent unauthorized purchases.

Where is my order number ?

Order numbers are created when you place your order. You will receive a series of unique numbers, consisting of at least 5 digits.

Here's how to find it :

- Check your email inbox or spam folder for your order confirmation.

- Create an account using the email address you provided at the time of purchase. Find your order number in your order history. If you still have not found it, it may be due to an error in entering the email address during checkout. Therefore, please contact our customer service team for changes and additional information about your order.

I did not receive an order confirmation email. What should I do ?

Please check your junk mail before contacting us using contact@satiny.shop.

If the email has still not been received and you have waited more than 15-20 minutes after completing the transaction, a team member will be happy to resend it to you.

How long does it take to process my order ?

Orders are processed based on availability of items and also based on the availability of the sizes and colors you order.

During high volume periods, product availability may change while your order is being processed.

Most orders placed Monday through Thursday are processed and leave our warehouse within 1-2 business days, orders placed on Fridays or during the weekend will be processed starting Monday and leave our warehouse within 2-3 business days.

Please note that orders are not processed on public holidays.

The item I want is out of stock. What should I do ?

Don't worry! Although we regularly replenish our stock, there are times when we may be out of stock. If this happens, please email us at contact@satiny.shop and our support team will be able to let you know when our next product delivery will be.

Do you have resellers ?

Satiny® is sold exclusively online at www.satiny.shop

Be the first to know about new collections, restocking and more by signing up for emails.

When do you do promotions ?

You can stay informed of our promotional offers by subscribing to our newsletter or by creating a customer account to receive emails from us.

Customer support

We provide professional after-sales service from Monday to Friday from 8 am to 6 pm.

Secure payment

We use the latest SSL encryption technology to secure your payments

Home delivery

Receive your order in 8 to 12 days at your home & follow your order in real time

Satisfaction guarantee

We offer a 14 day money back guarantee on all our products