Updates from Sabon on COVID-19
We understand you have questions and we are doing our best to supply you with answers. Please see below for some Frequently Asked Questions on how the COVID-19 crisis may impact your order.
I placed an order weeks ago. Why has it not been processed?
All of our orders are picked and packed by hand. With government regulations that limit the number of employees allowed in the building, social distancing, and heightened sanitary precautions many orders have been significantly delayed. With our retail stores closed, our online order volume has significantly increased; we continue to do our best to move as many orders as possible. Right now (May 1) we estimate it will take between 2-3 weeks for you to receive your order.
I was charged twice for my order. Help!
This happens most often if you refresh or reload the webpage during the checkout process. To minimize the likelihood of this occurring, please do not refresh the page and allow it to load on its own.
Where is my order in the pick, pack, ship process?
Once an order has been placed and sent to our warehouse team, it is listed as “processing”. Once it has been completed and shipped, a UPS tracking number will be created for your package and emailed to you.
My order says it has shipped, but I still have not received it. Where is it?
Using your UPS tracking number, you can see exactly where your package is in the delivery process. Please note that our delivery partners are also experiencing delays with a large volume of orders to deliver and this may impact your delivery time. If your tracking information tells you the package is “delivered” but you did not receive it, you can file a claim with UPS for further clarification.
I have sent multiple emails and messages with no response. Why am I not getting quick communication?
We understand it is frustrating to not get a timely response to your inquiry. With the high volume of orders, we are receiving hundreds of Customer Service inquiries per day. Many of these inquiries are duplicates of the inquiries for the same order; we understand you think this will get you an answer faster, but it does the opposite. We are working hard to get the answers you need and will respond to your needs as quickly as possible.
A reminder that as of April 10th, we are only available to be reached via email at firstname.lastname@example.org
At this moment we are dealing with more online volume than we’re used to, and it is preventing us from responding to you as quickly as we would like. If you have placed orders with us in the last month, you may have experienced delays and other issues and we are doing our best to address each one of your concerns as quickly and efficiently as possible. We are sincerely sorry that we can’t reach all of you promptly. Please note that given the current climate in New York with COVID-19, our Customer Service team is working from home and our Customer Service phone number is not in service. We can be reached via email only, and we would appreciate it if those emails were kept to a minimum; and please do not send multiple emails regarding the same order number/concern. Due to government restrictions and our commitment to keeping our distribution team healthy, we are running on very limited staff with heightened sanitary precautions. This, combined with delays from our delivery partners, will cause your packages to be delayed. Please allow 10-15 days for your products to be delivered; if you do not receive your delivery 15 days after placing the order, please send us an email with your order number to reference. Out of an abundance of caution we will temporarily stop accepting product returns, effective today. This means our 45 day return policy will be waived and your product returns will be welcomed back to us via mail once this window of time has passed. We will keep you updated on when we re-open our Return Center. We appreciate your understanding during this challenging and uncertain time, and we are so thankful for your support. Please stay safe and take care of yourself and your loved ones.
Two weeks ago, we announced the temporary closure of our stores in response to the unprecedented impact of COVID-19 in the United States, and in particular to our home of New York City. As the two weeks have passed, we now recognize that we cannot reopen as planned and have to make some difficult decisions for our business as we released some members of our retail team and offered temporary layoffs to others, allowing them to continue to receive benefits in addition to their access to government relief programs. The store experience is the heart of SABON and our teams bring that experience to life each and every day; we are so grateful for all they have contributed to the brand and look forward to the day when we can re-open and grow our business and our teams once again. We are so appreciative of our customers who continue to shop online with us for their #SabonSelfCare needs. Please note we have minimized the workforce at our fulfillment center to ensure the safety and health of our employees and our e-commerce customers. While we are doing everything we can to get orders out quickly, we are dealing with unprecedented volume with limited available resources. We understand that access to soap and personal care products is more important than ever. Our Customer Service team can be reached only via e-mail at this time; they are working day and night to respond to your inquiries and address your concerns. We are grateful for your patience and understanding. SABON NYC is just like all New Yorkers; we are optimistic, strong, and constantly adapting to make the best of this situation. We are donating products to the medical professionals to support them and provide a small showing of our appreciation for all that they do. We will get through this experience together, as a community. Thank you for your continued support. We are eagerly awaiting the day when we can meet you at the well again! Please stay safe and take care of yourself and your loved ones.
As we’re closely monitoring the COVID-19 situation, we have minimized the workforce at our fulfillment center to ensure the safety and health of our employees and customers.
During this time, you may experience the delay in shipment and please allow 7-10 business days for your order to be processed. We’re doing our best through this difficult time and thank you for your understanding.
To our Customers and Community:
First and foremost, our hearts go to you and your families in these critical moments and uncertain times.
We want you to know that we are doing our part in protecting our employees, guests and communities that we love to serve, as we will be temporarily closing all our stores for a two weeks period effective Wednesday 3/17.
During this difficult period, we will keep compensating all our store associates for their scheduled hours.
As the situation continues to evolve, we will keep you updated and look forward to welcoming you in our stores and meeting you at the well. Our online boutique remains open on sabonnyc.com and we will be available for any questions at our customer service email.
Please stay safe and take care of yourself and loved ones.
Sabon US Team
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