Sans Souci FAQ

FAQ

Ordering Online

How do I place an order?
From our home page, click on the category of your choice and browse the items. Once you have found an item, click an item to review the product specifications. Choose a color, a size, and then click "Add to cart."

You should be able to add items to your shopping cart right away. If you are not seeing anything in your shopping cart please make sure either the size or color, are not out of stock. If you are still unable to place an order please check that you have the latest version of your web browser.

Can I place my order by phone or mail?
Unfortunately, we do not take orders over the phone or by mail at this time.

Can I add, modify or cancel my order?
We are unable to add, modify or cancel an order once it is submitted. You will have to place a new order for that item, but we can waive the shipping fees for this additional order and ship it all together. Please notify Customer Service by emailing to let us know as soon as you place the order.

What if an item is sold out?
Please subscribe your email information with out of stock items and keep checking back on our website to see if we have restocked any items. We will send you a notification email when the items are restocked.

I am not sure about my size, how do I choose?
Please see our Size Chart for general information regarding sizing. If you have any questions please feel free to contact Customer Service at customerservice@sanssoucistores.com.

I found an item I would like to purchase however my size is not showing up?
Our website is in real time. All available sizes are displayed online. If your size is not showing up, it is unfortunately out of stock. If the item is a sale item we are not able to re-order it. However, if the item is regular-priced, you can submit your email for an order inquiry on the item's page where it says 'can't find your size' and our Orders Department will inform you later when the item is available.

Why do I keep getting an error message?
If you are receiving an error message there may be a problem with your credit card information, shipping or billing address. Please revise your information closely for typos or try reformatting your address, such as putting apartment numbers or unit numbers on the second address line, or noting what the apartment complex is called. If you are receiving an error message after reviewing all your information, make sure you are using the latest version of your web browser.

My order status keeps saying "Failed Transaction"?
If you have received a FAILED transaction that means you entered incorrect information. Please revise all your information before you hit submit again. If you are still receiving an error message after reviewing all your information, make sure you are using the latest version of your web browser. Once your transaction status says "approved" that means your transaction was authorized. If you are still having trouble please contact Customer Service at customerservice@sanssoucistores.com.

Why was I charged more than once?
Your credit card should only be charged once after your order ships. If you placed an order, you will see a pending authorization on your bank account. Please only click the "Submit" button once to avoid multiple transactions.

Order Status

How do I check the order status?
If you have an account please login first and then follow the directions below:

  1. When signed in to your account, click on 'My Account' at the top left hand corner of the site.
  2. Below several different options will appear. Click on 'Order History' to see the status of past and current orders that you have placed with us.

How long does it take to process an order?
Orders will ship within 2 business days of purchase. Shipping times vary due to availability of merchandise. We will contact you directly if your merchandise is on backorder and notify you can expect your package.

I received an email regarding an item being backordered, what does this mean?
Customer Service will contact you if one or more of the items in your order are on back order. Backordered items will be shipped when they become available.

Shipping

How do I know when my order has shipped?
Once your order is shipped, you will receive a UPS or USPS tracking number so that you can track your order. If you have not received a tracking number within 48 hours after you receive your order confirmation, please email Customer Service at customerservice@sanssoucistores.com.

What kind of shipping methods do you do?
Sans Souci ships with the UPS and USPS Service via UPS Ground, UPS 3 Day select, UPS 2nd Day Air, UPS Next Day Air, USPS Priority Mail and USPS Priority Mail Express

How is sales tax determined?
Tax rate is based on the shipping address and not the billing address.

I requested Express Mail, but I received an email regarding an item on backorder, what will happen?
If you requested Express mail on an order of one item, we will contact you immediately to let you know if this will be okay to ship when the item becomes available. If this is not okay, we will cancel your order right away. If you requested Express mail for more than one item, we notify you to let you know your item is on back order and ship out what is available right away.

Returns & Exchanges

What is your Return Policy?
Returns & Exchanges must be within 30 days of purchase. For US customers, a prepaid return shipping label will be provided to return your merchandise. Returns for a refund to your original payment method (i.e. credit card, PayPal) will require a handling & processing fee of $5.99. Original shipping and handling fees are not refundable. For more information, please read our Returns & Exchanges policy.

I misplaced my prepaid return label that came with my purchase. What should I do?
You can contact our Customer Service at customerservice@sanssoucistores.com and we will be more than happy to send you a new return label via email.

I received an item that is defective, damaged or wrongly shipped, will I be charged for the return shipping?
Items that are defective, damaged, or wrongly shipped qualify for free return shipping. Sans Souci will refund your return shipping with whatever shipping method you choose.

When will I receive a refund for my return?
All refunds will be credited back to the original method of payment. Please allow up to 7 to 10 business days for us to process your refund before you see this on your monthly billing statement.

Products

I am interested in franchising your store chain. Is this possible?
Unfortunately, we are only a California based chain and will not be franchising out of state at the moment. However, we hope to franchise one of our brands in the near future.

Contact

I am interested in being a vendor, who do I contact?
If you are a vendor interested in working with us, please contact our buying department at customerservice@sanssoucistores.com

I am interested in working at Sans Souci, who do I contact?
If you are inquiring about corporate position openings, please send your resumes to careers@sanssoucistores.com