Sartia

Support

Order help, damaged pieces, refunds, and everything else.

Where is my order?

Open You, then Orders. Each order shows where it is: paid, printing, shipped, delivered. When the parcel ships, its tracking link appears on the order page. If you turned on order updates, the app also tells you when the parcel ships and when it is delivered.

When you pay, Stripe emails a receipt to the address you gave at checkout. The checkout shows the estimated delivery dates for your country before you pay. If your order can't ship in time, we tell you, and you choose between waiting and canceling for a full refund.

The first hour after you pay

Every order waits one hour before it goes to print, and the order page shows the time left. During that hour you can change the delivery address within the same country, or cancel the order for a full refund, right from the order page.

After that hour you can still ask to cancel from the order page. If no piece has been printed yet, we cancel the order and refund you in full. Once a piece has been printed, the order can no longer be canceled.

A piece arrived damaged, misprinted or wrong

Tell us within 14 days of delivery: open the order, tap Get help with this order, choose what went wrong and add two photos, one of the whole piece and one of the problem up close. We send you a new piece at no cost, or refund you if you prefer. The details are in the limited warranty.

If you can't use the app, or the piece was a gift, write to support@iocodo.com with the order number or the name on the parcel, and the photos.

My parcel hasn't arrived

Check the tracking link on the order page first. If the parcel is late or stuck, tap Get help with this order and choose It hasn't arrived. We check with our print partner and the carrier, and if the parcel is lost, we send the pieces again or refund you.

If the carrier sends a parcel back because the address was wrong or incomplete, or because nobody collected it, we can send it again at your cost, or refund the order minus the shipping.

The piece looks different from the preview

The preview in the app is virtual: a close likeness of the finished piece, not a photograph of it. Colors on a screen differ from ink on fabric, and the print can sit slightly higher, lower or smaller than on the screen. A wrong design, a missing print or a clearly different color is not normal, and the limited warranty covers it.

Can I return a piece?

Each piece is made for you after you order it, so it can't go back if you change your mind or the size doesn't fit. A damaged, misprinted or wrong piece is covered by the limited warranty described above, and your rights under the law still apply.

Refunds

Refunds go back to the card or wallet you paid with. Your bank usually shows them within 5 to 10 business days. If our print partner can't make an order, we refund it in full without you having to ask.

Sizing

Each garment has its own size chart in the app, in inches and centimeters, taken from the measurements its maker publishes. Measure a garment you own and compare: it is the most reliable way to pick a size. The app remembers the size you last ordered for each garment.

A design uses my work

If you believe a design made in Sartia, or a piece we printed, infringes your rights, write to support@iocodo.com. The terms of use list what your notice needs so we can act on it.

Account and data

You can delete your account and data in the app: open You, scroll to the bottom and tap Delete account and data. The steps are also on the account deletion page, together with what is kept from past orders. The privacy policy describes what data the app handles.

Something else?

Write to support@iocodo.com. Ideas for the app are welcome too.