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Delivery and Returns
Extended Christmas Returns Policy
We've specially extended our returns period for the Christmas season. Items dispatched by from 12th October, 2020 to 24th December, 2020 inclusive may be returned at any time before midnight on 31 January, 2021. Our returns policy will revert to the standard 30-day period for items dispatched after 31 December, 2020.
Orders received on Monday to Friday, before 12 noon will usually be despatched the following working day. Orders received after this time or during the weekend will be despatched up to two working days. You will normally receive your order in 5-7 business days. International orders are generally received in 7-10 business days.
Please note that your order may take slightly longer than usual to arrive during lockdown periods as deliveries are being sent two times a week. Also due to the current lockdown restrictions and as confirmed by Royal Mail, on some rare occasions deliveries can take up to 15 working days.
If your item is not in stock, we will email you before deciding how to proceed.
All items are inclusive of VAT (at the current rate). If you are shopping outside of the UK prices are excluding VAT once you've registered and checked out.
It is the customer's responsibility to settle any customs or tax charges that may occur.
UK Postal Methods
All UK deliveries are FREE, unless a special service is required.
For small items, we generally use Royal Mail and retain proof of postage. If Royal Mail are on strike, we recommend you select the courier option when checking out. We cannot accept responsibility for items that have not been received or for the wrong address and/or postcode supplied. For larger items, we often use a reputable courier who may require a signature upon delivery.
Please kindly ensure that there will be someone to receive larger parcels at the delivery address.
If you feel that this may be a problem, we recommend that you give us a work address.
UK Special Delivery
For more urgent items, please select the UK Special Delivery option when checking out. This will be at an additional cost depending on the approximate weight of the item you purchase. Orders placed before 2pm are guaranteed to be received the next working day. Please note that during lockdown periods, this service is not always guaranteed although we will endeavour to do our best. If you need items sent over the weekend, please put a note into the comments section and we will do our best for your item to arrive in time. Tracking is available for items sent by Special Delivery and a signature is required on delivery.
Sage Brown can not be held responsible for non delivered next day parcels because of the problems that the courier or customer or both may have which are out of our control.
Overseas Postal Method
For items up to 2kg we normally use Royal Mail International Signed For Airmail Packets or a reputable cargo company.
Delivery times vary according to each country but typically the aim is between 7-10 working days.
All items are insured and can be tracked until they leave the UK.
For items over 2kg we use Royal Mail Global Priority or a reputable cargo company.
Guaranteed delivery in 5-10 working days, depending on destination.
All items are insured and can be fully tracked.
Non European Union Customers
If you are a non EU customer and live outside of the UK, you won't pay VAT on your order!
VAT will automatically be deducted from your order if shipping outside the EU at the checkout stage.
(Please note the delivery address must also be outside of the European Union to qualify).
Christmas Extended Returns Policy
Like every year, we want to help you do your festive shopping in confidence, which is why we've extended our returns policy. Any item purchased between October 12th and December 24th can be returned to us for a refund up until January 31st.
General Returns and Exchanges
We guarantee your satisfaction. All of our products come with a 30 day no quibble return guarantee, except for the festive season.
We are confident that you will be delighted with your new purchase but if for any reason we fail to meet your expectations you may return goods in perfect condition with proof of purchase to the address below. Please note it is the customers responsibility to pay for the cost of returning the item(s) to us. Please send returns to the address below with a covering letter:
31, Trinity Street
If returned within 1 month of purchase we will gladly refund, exchange, or issue a credit note if the item is in the same condition as purchased with a valid receipt. If your item has been bought over the internet, then please print out your order confirmation and enclose with the returned item. Your receipt will be required for proof of purchase and any refunds will be made by original payment method minus any postage charges if applicable.
We advise customers to insure all packages when returning goods as we cannot accept responsibility for any goods returned that we do not receive. If any parcels are lost, stolen or damaged in transit when returned, it is the customer’s responsibility to claim from the relevant courier company for their loss. Payment of return postage and any overseas duty is the responsibility of the customer.
Please allow 7-10 business days for returns to be processed once they reach us and a further 5 days for any refund to appear in your account.
Returns sent back under complaint will be investigated first and dealt with accordingly.
If you change your mind and want an exchange through no fault of SageBrown then the customer is required to pay postage where applicable and return the item in an unused condition.
Please note: We use a third party to emboss our products and cannot accept returns of products that have been personalised.
If you need to reach us, please call us on +44 (0)20 72875757 or e-mail us.
We do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
Returns and Exchanges for Non EU Customers
Please use the code RGR on any declaration form which stands for Returned Goods Relief otherwise it may get held up at customs.
If returning an item bought from us online from outside the EU it is very important that the customs declaration form is clearly marked as ‘RETURNED BRITISH GOODS’, also using the code RGR (Returned Goods Relief) on any customs declaration form. Should this procedure not be followed SageBrown will not be liable for any customs or duties charges incurred when returning goods.
SageBrown reserves the right to refuse any returned parcel that has attracted a customs charge.
SageBrown would prefer the customer not to use FedEx or UPS where ever possible.
For our full Terms and Conditons please click here