FAQ's

 

New to sustainable and ethical fashion? Thank you for being here change maker. We can’t wait to help you on your journey to becoming a conscious shopper.

 

Product questions

The item I want is out of stock in my size, will you get more in?

We are always updating our New Arrivals. If there’s something you’ve fallen in love with but it’s out of stock, you can pre-order selected items in your specific size. An item will be available for pre-order if it states this within the description. The products available to pre-order are those that we can reintroduce into our inventory within 2 weeks. If the item you are after is not available for pre-order, then we may not be re-stocking that particular item. Get in touch if you have any questions at customercare@sanchosshop.com. FIND OUT MORE about Pre-ordering here.

I found an item you stock, elsewhere for cheaper, will you match the price?

We work hard to make sure we’re offering your products at the best prices we can. Therefore, if you find the same product for sale at a lower price at a UK mainland shop, you can make a price match request. Just send us a link to the cheaper product at customercare@sanchosshop.com, we’ll validate it and match the price where applicable. Head over to our Price Matching page to find out more.

Do you stock plus sizes?

We have inclusive sizing in many of our collections. You can check out our Size 18+ collection here. But we know there’s still more that we can do. We’re having a review of our products and are working hard to source you the best inclusively sized ethical garments out there. In the meantime, check out our 5 favourite plus-size clothing brands.

Do you stock maternity and nursing clothes?

We don’t specifically stock maternity and nursing clothes, but many of our products are soft, stretchy and versatile to give you comfort and style while your size fluctuates. We’ve made a Maternity Edit collection of our favourite bump and breast feeding friendly pieces.

I want something specific but I can’t find one on your website?

We do our best to accommodate all of our customer needs and love it when you tell us exactly what you would like to see us stock - Fill out this form if you have a product request and we'll do our best to get it in store for you. Or get in touch with us by emailing customercare@sanchosshop.com and we’ll get back to you as soon as we can.

Shipping & Returns info

Where is my order?

All UK orders are sent with tracked delivery and should be with you in 2-5 working days. If you want to check on the status of your order or have any questions you can email us on customercare@sanchosshop.com you can read more about our shipping policy here

Can I order online if I’m not based in the UK?

Yes! View our shipping costs here. If you don’t see your country listed, just send us an email at customercare@sanchosshop.com to check if we can send to your address.

How long does it take for my pre-ordered item to be delivered?

Products that are available for pre-order will usually take 2 weeks to ship to you. We always work to reduce this to the smallest amount of time we can. If we have any reason to think it will take more than 2 weeks, we will contact you to offer you a chance to delay payment until the order has arrived. If you find yourself waiting for an order please email us at customercare@sanchosshop.com and we'll help you as soon as we can. Read more about pre-orders here

I want to return an item, what do I do?

We want you to be completely happy with the products and service that we offer, but if you find yourself wishing to return a product, please get it touch. Please email customercare@sanchosshop.com with your name and order number. You can read our full returns policy here. We will accept full cash refunds if the item is posted back to us within 30 days of the day it was shipped, or date of arrival if a tracking code has been made available & the item is returned in the same condition that it was sold in. Otherwise if you would like to return the item after this 30 day period we will be able to refund you in the form of store credit.

An item I bought from you is damaged, what do I do?

Our products are built to last, but every now and then accidents happen and a product gets damaged through no fault of the wearer. In this instance we will try to repair if possible, If it is not possible to repair then you can receive store credit based on how long you've had the item.

fault within 3 months - 100% store credit of cost paid
fault within 6 months - 75% store credit of cost paid
fault within 9 months - 50% store credit of cost paid
fault within 12 months - 25% store credit of cost paid
fault after 12 months - if we are able to repair we will endeavour to, if not we cannot offer any return or exchange for the item.

Contact us

Call us on: 01392 757510

Email us about your product: customercare@sanchosshop.com

Email us about marketing enquiries: olivia@sanchosshop.com

Email us about buying enquiries: roberta@sanchosshop.com

How can I stay up to date with all things Sancho’s?

Sign up to receive our newsletter here. We’ll promote exclusive offers, share our favourite collections and blog posts with our email newsletter. Also, check out our Facebook, Instagram, and Twitter

Want to work with us?

For buying and collaborations please get in touch with roberta@sanchosshop.com. For marketing enquiries please get in touch with olivia@sanchosshop.com.

We aren’t currently hiring but keep an eye out on our social media and website for future opportunities.

Where is your shop?

Sancho's 117 Fore Street, Exeter, UK, EX4 3JQ

All about us

Why are you called Sancho’s?

Good question! We’re called Sancho’s because the co-founder Kalkidan was called Sancho when she was a child by her Ethiopian family, as an endearing nickname.

How do I know your clothes are ethically made?

The companies we stock have ethical production at their core and only use manufacturers that are safe and fair. Many of our suppliers have been certified by Fair Wear Foundation, who champion better labour conditions and Fairtrade who ensure that marginalised farmers are paid a good wage for their produce. Read on here

How do I know your clothes are made from sustainable materials?

One of the ways we can trust that our products are Sustainable and Ethically made is by the use of our suppliers certifications. The certifications are listed within each product description. Please read our certifications glossary here

Why are your pieces made from organic & natural fabrics?

Organic materials are those that are not genetically modified and have no use of chemical fertiliser, pesticides or other artificial chemicals. Natural fabrics are grown as crops and don’t contain plastic. By using only organic and natural fabrics, you are helping the planet and the people who live in it. Read on here

Why do your clothes cost more than others on the high street?

Most fast fashion companies sell clothing that is made by cheap plastic fabrics that often end up in landfill, and the clothing is made by underpaid and poorly treated workers. This is the main reason they are able to sell clothing so cheaply. This is why we cannot compete with fast fashion companies on price, because all our items are made fairly with quality, durability and longevity in mind. We support a ‘buy less, buy better’ ethos which means that you will wear our items for longer than fast fashion items – meaning in the long run it is not more expensive. Read about our transparent pricing experiment here

How do you curate collections for Sancho's?

We have an incredible buyer on our team called Roberta. Roberta works hard to curate collections by sourcing ethical and sustainable items, while keeping in mind what our customers need and love. Roberta visits trade shows in London and Berlin to find new and exciting products for us to stock as well as supporting local artisans and makers. We love that Sancho’s is full of a mix of different brands, because we have cherry picked all our favourite sustainable and ethical items just for you. We do the hard work so that you can find affordable & ethical items easily and enjoy your shopping experience.

When and where did Sancho’s start?

After meeting at the University of Exeter, Kalkidan and Vidmantas founded the store in 2014. They opened the first Sancho’s store at 126 Fore Street, which until recently was our men’s store. Now we have everything in our one store at 117 Fore Street, Exeter. Read more about how Sancho’s began here

Ethical & Sustainable Fashion

What does GOTS mean?

GOTS stands for Global Organic Textile Standard, see our full certifications glossary here

Why should I buy ethically made clothes?

Ethical fashion is related to the designing, producing and consuming of clothes. It takes a holistic approach to fashion, meaning that social and environmental impacts are carefully thought about, unlike in fast fashion. When you buy ethically made clothes, you’re voting with your wallet to ensure that the environment, workers and you are treated with respect.

Not convinced? Read on here

the boring bits

company information

Sancho's is a trading name of The Sustainable Clothing Company Ltd, registered in England and Wales under a company number 10695445.

Our registered office is at 117 Fore Street, Exeter, EX4 3JQ and our VAT number is 275974252.

COVID-19 INFORMATION

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