Aide et support

You can contact Sanola support at support@thesanola.com. For order-related questions, please include your order number and the email address used at checkout so our team can help you faster.

Please include your order number, the email used at checkout, and a clear description of your issue. For damaged, faulty, wrong, or missing items, include clear photos or video of the item, package, shipping label, and any relevant product tags.

If you have not received a reply within our stated response timeframe, please check your spam or junk folder first. If you still cannot find a response, contact us again with your original order number or ticket details so we can follow up.

Our support team typically replies within 3 business days. Response times may be longer during launches, sales, holidays, weekends, or other high-volume periods.

Cancellations are only possible before your order enters fulfillment. Because we process orders quickly, cancellation requests are not guaranteed. If you need to cancel your order, contact us at support@thesanola.com as soon as possible with your order number and the email address used at checkout.

Address changes are only possible before your order enters fulfillment. If you need to update your shipping address, contact us at support@thesanola.com as soon as possible with your order number, the email address used at checkout, and the correct shipping address. Once an order has been processed or dispatched, we may not be able to make changes.

Changes to size, color, or item are only possible before your order enters fulfillment. If you need to make a change, contact us at support@thesanola.com as soon as possible with your order number, the email address used at checkout, and the change you’d like to request. If your order has already been processed, you may need to place a new order or follow our return and exchange process after delivery.

Please include your order number, the email used at checkout, tracking number, shipping address, and a short description of the issue. For damaged, wrong, or missing items, include clear photos of the package, shipping label, and items received.

Contact us within 3 days of delivery at support@thesanola.com with your order number, photos of the package, packing slip if included, and all items received. We will review the order and help resolve it.

Orders are processed Monday through Friday, excluding public holidays. Standard processing time is 1-3 business days. During launches, restocks, promotional events, or high-volume periods, processing may take up to 5-7 business days. Processing time is separate from shipping time.

Contact us within 3 days of delivery at support@thesanola.com with your order number and clear photos of the item you received, including the product tag or packaging if available.

Discount codes must be entered at checkout before your order is placed. We are generally unable to apply discount codes, gift cards, or promotions to an order after checkout is complete.

Payments may be declined or cancelled if the billing details do not match your payment provider records, the card issuer blocks the transaction, there are insufficient funds, or checkout information is incomplete. Please check your billing address, card details, and payment provider before trying again.

Discount codes may not work if they are expired, entered incorrectly, already used, limited to certain customers or regions, or not valid for the items in your cart. Please enter the code exactly as shown and check the promotion terms before contacting support.

Discount code eligibility depends on the promotion. Some codes may exclude sale items, limited drops, bundles, gift cards, shipping fees, or other promotions. Check the terms of the code before completing your order.

Sanola accepts major credit and debit cards, along with any additional payment options shown at checkout. Available payment methods may vary based on your location, device, and order details.

Only one discount code can usually be applied per order unless a promotion clearly states otherwise. If more than one offer is available, choose the code that gives you the best value for your order.

Fabric details are listed on each product page. Look for information about material composition, fabric feel, compression, support, intended activity, and care instructions before choosing your size or style.

We do not recommend using fabric softener on Sanola activewear. Fabric softener can build up on performance fabrics and may affect stretch, sweat-wicking feel, and overall fabric performance.

Pilling can happen when fabric rubs against rough surfaces or abrasive materials. To help prevent it, wash items inside out on a gentle cycle, avoid washing with towels or rough fabrics, use a wash bag when possible, and air dry only.

If your sports bra has removable padding, we recommend removing the pads before washing. This helps maintain their shape and reduces the chance of folding, creasing, or damage during the wash cycle.

Sanola fabrics are designed for movement and comfort, but no activewear fabric is completely sweat-proof. Sweat visibility can vary depending on fabric, color, workout intensity, and lighting. Darker colors usually disguise sweat more than lighter colors.

We recommend air drying Sanola activewear only. Tumble drying or high heat can affect stretch, shape, fabric performance, and garment lifespan.

To keep your Sanola items in their best condition, machine wash cold with similar colors on a gentle cycle. Turn items inside out before washing, avoid abrasive fabrics, and air dry only. Always check the care label on your individual item before washing, as care instructions may vary by style.

If restock alerts are available for an item, go to the product page, select the sold-out size or variant you want, and follow the notify-me or back-in-stock signup instructions. We will contact you if that specific item becomes available again.

Items in your cart are not reserved until checkout is complete and your order is confirmed. During launches, drops, or high-demand periods, an item may sell out before your purchase is completed.

The best way to stay updated on upcoming Sanola launches, restocks, and drops is to sign up for our email or SMS updates and follow our official social channels. Launch details may also be shared on product pages or collection pages.

If a restock alert option is not shown, that item, color, or size may not currently be planned for restock, or alerts may not be available for that product. We recommend checking back on the product page and following Sanola updates for new drops.

Restock timing can vary by style, color, and size, and restocks are not always guaranteed. If we have confirmed restock details, we will share them through our product pages, email updates, SMS, or social channels.

Returned items must be unworn, unused, unwashed, and in their original condition with tags and labels attached. Items must be free of makeup, deodorant, perfume, body odor, pet hair, stains, marks, or damage.

A delivered return still needs to be received, inspected, and approved by our team. If approved, refunds are issued to the original payment method within 10 business days. Your bank or credit card provider may require additional time to process and post the refund. If more than 15 business days have passed since your return was approved, contact us at support@thesanola.com.

Sanola does not process direct exchanges. The fastest way to receive a different size, color, or style is to return the original item if eligible, and place a new order separately. This helps you secure the item sooner, especially if stock is limited.

Items marked Final Sale cannot be returned. For hygiene reasons, underwear, socks, swimwear without an intact hygiene liner, and other personal-care or sealed items may not be eligible for return. Items that are worn, washed, damaged, stained, or missing required tags may also be rejected.

If you believe your item is faulty, contact Sanola support at support@thesanola.com within 3 days of delivery with your order number, a description of the issue, and clear photos or video showing the fault. Please do not continue wearing, washing, altering, or disposing of the item until our team has reviewed it.

Sanola does not currently offer free returns for standard returns. Customers are responsible for return shipping costs unless the item received was defective, damaged, or incorrect. Any return instructions or applicable fees will be shared when your return request is reviewed.

Customers are responsible for arranging and completing the return shipment until the package is delivered to Sanola. We recommend using a trackable shipping method and keeping your return receipt, tracking number, and proof of postage until your return has been fully processed. Sanola is not responsible for returns that are lost, delayed, or damaged in transit by the carrier, and we cannot process a return or refund for items we do not receive. If your return appears lost, please contact the carrier directly to open an investigation.

Please return items from different orders separately. Each order should use its own return request, label, and return instructions so our warehouse can process it correctly.

Original shipping fees are generally non-refundable unless the return is due to a Sanola error or a faulty item, subject to our review and applicable consumer law. Duties, taxes, customs fees, tariffs, brokerage fees, and other import charges are not refundable by Sanola.

Sanola accepts eligible returns within 30 days of delivery. Items must meet our return condition requirements and be submitted through our official returns process. Return outcomes may include refund, exchange, or store credit depending on your location, item eligibility, and selected return option. Original duties, taxes, customs fees, tariffs, brokerage fees, and other import charges are not refunded by Sanola. Eligible returns may be refunded to the original payment method once received, inspected, and approved. For full eligibility rules, non-returnable items, and return instructions, please review our Returns Policy page.

Once your return reaches our warehouse, please allow up to 10 business days for inspection and processing. Processing time may be longer during launches, sales, holidays, or high-volume periods.

Refunds are usually issued to the original payment method used at checkout. If you paid with a gift card, store credit, or a combination of payment methods, the refund may be applied back to those payment methods first.

After your return has been inspected and approved, your refund will be issued to the eligible payment method. Once processed, it may take up to 10 business days for the funds to appear, and your bank or credit card provider may require additional time to post the refund.

If your return does not meet our policy requirements, it may be rejected. We will contact you with the reason and next steps. Ineligible items may be sent back to you, and additional shipping, handling, customs, duties, taxes, brokerage, or import fees may apply.

Sale items may be returned unless they are marked Final Sale. Final Sale items are not eligible for refund, exchange, or store credit unless they are faulty or required by applicable consumer law.

Yes. Customers are responsible for return shipping costs and for completing the return process according to the instructions provided by Sanola, unless the item received was defective, damaged, or incorrect. Any carrier fees, shipping costs, or handling fees related to the return are the customer’s responsibility unless otherwise stated by Sanola. International returns may also be subject to customs, duties, taxes, carrier, or brokerage charges. Any return fees shown during the return process do not include import charges unless clearly stated.

Sanola does not process direct exchanges. If you need a different size, return the original item if eligible and place a new order for the size you want. This is usually the fastest option and helps you secure the new size sooner, especially if stock is limited.

To start a return, contact us at support@thesanola.com with your order number and the email address used at checkout. Once your request is reviewed and approved, we will provide the return address and detailed return instructions.

You can track your return shipment using the tracking information provided by the carrier or shipping service you used. Once your return is delivered to Sanola, our team will inspect and review it. If approved, refunds are issued within 10 business days. If more than 15 business days have passed since your return was approved, contact us at support@thesanola.com with your order number.

Shipping costs are calculated at checkout based on your delivery location, shipping method, and order details.

Customs processing is handled by local authorities and may delay delivery. Sanola cannot control customs clearance times. If customs or the carrier requests information or payment, the customer is responsible for responding and paying any assessed import charges. Your tracking page should update once the package is released.

If your order arrives damaged, contact us within 48 hours of delivery at support@thesanola.com with your order number and clear photos of the package, shipping label, and damaged item. Please keep the packaging until your case has been reviewed.

Please check around your delivery location, mailbox, building reception, mail room, safe places, neighbors, and household members. You can also request proof of delivery directly from the carrier. Responsibility for a shipment transfers to the customer once the carrier marks the package as delivered, and Sanola is not responsible for lost or stolen packages confirmed as delivered. If you need help reviewing the issue, contact us at support@thesanola.com within 7 days of the delivery date.

Duties, taxes, customs fees, tariffs, brokerage fees, and other import charges are usually paid to local authorities or carriers and are not refundable by Sanola. If you have questions about refunds for these charges, contact your local customs office or carrier.

Because orders ship directly from our manufacturer in China, international orders may be subject to duties, taxes, customs fees, tariffs, brokerage fees, or other import charges when they enter your destination country. These charges are set by local authorities or carriers. Unless checkout clearly states that duties and taxes are prepaid or included, these charges are not included in your Sanola order total and are the customer's responsibility.

Sanola offers free shipping on orders over $80, if applicable. If a discount code brings your order total below the free-shipping threshold, free shipping may no longer apply.

Sanola ships within the United States and to eligible international destinations. Orders ship directly from our manufacturer in China. Available shipping destinations and options will appear at checkout after you enter your shipping address.

International packages may be transferred between carriers after leaving the origin country. This can create a new tracking number or cause tracking updates to pause while the package clears customs or moves to a local delivery partner.

During launches, big drops, sales, and holidays, order volume is higher than usual. Processing and tracking updates may take longer, but orders are packed as quickly as possible.

A package may be considered lost if tracking has not updated for 5 business days or if the estimated delivery window has passed with no delivery. Contact support@thesanola.com so we can help review the tracking and next steps.

Sanola may be unable to ship to freight forwarders, P.O. boxes, or APO/FPO addresses depending on carrier eligibility and logistics constraints.

Shipping time depends on your delivery location and the shipping method selected at checkout. Estimated delivery times are shown at checkout and begin after your order has been processed and dispatched.

If your estimated delivery window has passed and your package has not arrived, check your tracking link first. If there has been no update or delivery, contact Sanola support with your order number and tracking number.

You can track your order using the tracking link in your shipping confirmation email. If you created a Sanola account, you may also be able to view your order status by logging into your account.

Tracking can take 24-48 hours to update after your order has been dispatched. During busy periods, carrier handoffs, or international transit, tracking updates may pause temporarily.

You will receive your tracking number by email once your order has been packed and dispatched from our warehouse. This email is sent after your order confirmation email.

If you’re between sizes, choose based on your preferred fit, the item type, and the product’s fit notes. Size up for more comfort, coverage, or a less compressive feel. Choose the smaller size if you prefer a closer, more held-in fit. If garment measurements are listed on the product page, compare them with a similar item you already own that fits you well, ideally one with a similar fabric and material composition, then choose the size that best matches your preferred fit.

You can find the size chart on each product page near the size selector. Product pages may also include fit notes, model sizing, fabric details, garment measurements, and support or compression information to help you choose the best size.

Compression describes how firmly a garment holds and supports your body. Light compression feels softer and more flexible, medium compression balances comfort and support, and high compression gives a more sculpted, locked-in feel for higher-intensity movement.

Yes. If you are unsure which size to choose, contact Sanola support with the product name, the size you are considering, your bust, underbust, waist, hip, and height measurements, and your preferred fit. Our team can help guide you before you order.

The best way to find your Sanola size is to measure yourself and compare your measurements with the size chart on the product page. We recommend using your current body measurements instead of relying only on your usual size in other brands, since fit can vary by style and fabric.

Use a soft measuring tape and keep it flat and level against your body. Measure your bust around the fullest part of your chest, your underbust directly under your bust, your waist at the narrowest point, your hips around the fullest part, and your inseam from the crotch down to the ankle.

Use your height and inseam to choose the best legging length. If a legging bunches at the ankle, a shorter length may fit better. If it sits too high above the ankle or feels short through the rise, a longer length may be more comfortable.

To choose your sports bra size, measure your bust around the fullest part of your chest and your underbust directly under your bust. Compare both measurements with the sports bra size chart on the product page and check the support level for the activity you plan to wear it for.

Support level varies by sports bra style. Low support is best for everyday wear, lounging, yoga, or low-impact movement. Medium support is designed for training, Pilates, and gym sessions. High support, if available, is designed for higher-impact workouts where more hold is needed.

Sanola leggings are designed for coverage and movement, but opacity can depend on size, fabric, color, lighting, and how far the garment is stretched. For the best coverage, choose the correct size and avoid sizing down in compressive or lighter-colored styles.

Different styles can feel different because of fabric weight, stretch, compression, seam construction, waistband design, and intended use. A high-compression training piece may feel more held-in than a soft everyday style, even in the same size.

Most Sanola pieces are designed to fit true to size, but the feel can vary depending on the fabric, compression level, and style. Check the product page fit notes before ordering, especially for sculpting, compressive, oversized, or relaxed styles.

If an international package is refused, unclaimed, or returned because duties, taxes, customs fees, tariffs, brokerage fees, or other import charges were not paid, original shipping charges and import charges are not refundable. Any return shipping, carrier, storage, handling, or import costs billed to Sanola may be deducted from any eligible refund, where permitted by applicable law.