Where do you ship?
We currently ship to:
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Netherlands;
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Belgium;
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Germany;
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Luxembourg;
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France;
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Austria;
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Denmark.
How much does shipping cost?
Shipping is free to all destinations currently listed in our Shipping Policy.
Where are orders shipped from?
All SATERA LIVING orders are dispatched from our fulfillment location in the Netherlands.
How long does order processing take?
Orders are normally processed within 1-2 business days.
Business days are Monday through Friday, excluding Dutch public holidays. Orders are not processed on weekends or Dutch public holidays.
The order cut-off time is 14:00 Netherlands time on business days.
How long does delivery take?
Carrier transit estimates are:
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Netherlands: 1-2 business days;
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Belgium, Germany, and Luxembourg: 3-5 business days;
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France, Austria, and Denmark: 5-8 business days.
Add the 1-2 business-day processing period to determine the estimated total delivery time.
Will I receive tracking information?
When your order is dispatched, we send a shipping confirmation containing the available tracking information.
Tracking updates may take a short time to appear after the carrier scans the parcel.
Are products checked before shipping?
Yes. Each order is subject to a quality and order-accuracy check before dispatch.
What payment methods do you accept?
Depending on availability and customer location, checkout may support:
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American Express;
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Apple Pay;
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Bancontact;
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Diners Club;
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Discover;
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Google Pay;
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Mastercard;
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PayPal;
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Shop Pay;
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Visa.
The payment methods currently available for your order will appear during checkout.
Can I cancel my order?
Before dispatch, contact suppor@sateraliving.com to request cancellation.
We will confirm whether the cancellation can be completed before shipment.
Can I change my delivery address?
Before dispatch, contact suppor@sateraliving.com immediately.
After dispatch, the delivery address cannot be changed through our store.
What is your return period?
You may request a return within 30 calendar days after receiving your order.
How do I start a return?
Contact suppor@sateraliving.com with your order number and the product you wish to return.
Our customer service team will provide return authorization, a prepaid return label, and the correct return instructions.
Please do not send a return before receiving authorization.
Who pays the return shipping cost?
SATERA LIVING covers the return shipping cost for authorized returns and provides a prepaid return label.
When must I send an approved return?
Send the authorized return within 14 calendar days after receiving the return instructions.
When will I receive my refund?
After receiving and inspecting the returned product, we process an approved refund within 5 business days.
The refund is returned to the original payment method. Your bank or payment provider may require additional time to post the credit.
Do you offer direct exchanges?
We process exchanges through a refund and a new order.
Request a return for the original product and place a new order for the preferred product.
What should I do if my order is damaged or incorrect?
Contact suppor@sateraliving.com as soon as reasonably possible.
Include your order number and a description of the issue. Photographs can help us assess the matter efficiently.
We will provide an appropriate remedy and cover the associated authorized return cost.
When is customer service available?
Customer service is available Monday through Friday, 09:00-17:00 Netherlands time, excluding Dutch public holidays.
Email: suppor@sateraliving.com