FAQ's

CONTACTING SAGEBROWN

How do I contact Customer Services?

If you have any queries or wish to place an order over the phone, our dedicated Customer Service team will be delighted to help.

Tel: +44 (0)20 7287 5757

Email: info@sagebrown.co.uk

Hours of service

•             Mon-Fri               9.30 – 6 .00pm

•             Saturday             Closed

•             Sunday               Closed

Emails will be answered within 2 working days.

Do you have a corporate team?

Find the perfect luxury leather corporate gift for men and women from our vast collection of leather goods that are guaranteed to make the right impression. For all corporate queries, please contact us on corporate@sagebrown.co.uk or call Tel: +44 (0)20 7287 5757

Do you have a wholesale team?

In addition to our online and retail stores around the world, SageBrown is sold through an exclusive selection of luxury retailers. For all enquiries, regarding our wholesale business, please contact us on info@sagebrown.co.uk or call Tel: +44 (0)20 7287 5757

Do you have a bespoke team?

Luxury bespoke leather goods by SageBrown offer customers a chance to design something unique to your specification in a vast choice of leathers and colours that’s affordable. For all enquiries please e mail us on info@sagebrown.co.uk or call Tel: +44 (0)20 7287 5757

 

PERSONALISATION

What is personalisation?

Many of SageBrown luxury leather goods can be personalised with embossed initials or engraved metal components for the ultimate luxurious gift for someone you love. If your product can be personalised, then the option will be available to add it. See our personalisation page for more information

What is embossing?

Embossing embellishes the leather by indenting initials or wording through pressure. We offer blind embossing (no colour), gold or silver in Helvetica font.

What is engraving?

The metal locks on some of SageBrown’s briefcases can be personalised with engraving. We generally use an Italic Script font. For more options, please contact us.

Can I change the personalisation?

If your product hasn’t been personalised yet, then we will do our best to change it. Please ensure you check all spelling, grammar, punctuation and the use of capital and lower-case letters when adding personalisation to your order as we cannot accept returns of products that have been personalised.

How long will personalisation take?

Please allow 5-7 working days for your product to be personalised.    

How do I add personailsation to my order?

If embossing is available for the product you have chosen the option to add this can be found under the thumbnail colour images on the right hand side. All you need to do is click on "Personalisation", insert your initials and select the embossing type. The price is added at the checkout.

Do you recommend embossing onto croc or saffiano leather?

Embossing is possible on textured leathers but due to the textured surface of our saffiano, mock croc and ostrich leathers, small breaks may appear in the silver and gold foil stamping. It is not possible to emboss onto patent croc textures.

Where abouts should the personalisation be placed?

If personalisation is available on your chosen product, then the  product overview suggests the location of the personalisation. For example, for wallets we recommend the front bottom right hand corner. However, please contact us if you have any specific requirements.

What’s the price of personalisation?

For up to four characters including full stops (if required) there is a flat price of £15.00. If more than four characters are required, please contact us on **44 (0)20 7287 5757 to discuss the options.

Can I return personalised products?

We cannot accept returns of products that have been personalised. If however the fault is with SageBrown, then please contact us.

 

PRODUCT CARE GUIDE

Regular care of luxury leather products by SageBrown ensures that your leather items will age gracefully and last a lifetime. Our collection is made to the very highest quality, beautifully designed and superbly executed. As leather is a natural product, it is strong, durable and tactile and like skin it breathes and stretches.

Any flaws and faults of leather are natural characteristics as are the tones and smell. Over time, our leather products will age gracefully adding character and making them distinct and unique.

What do I do if my leather product gets wet?

Take immediate action if the leather gets wet. Blot with a soft, absorbent cloth and leave to dry naturally, in a cool dark place. Please be aware that force drying will damage the product as will over stretching. When the leather is dry apply a neutral leather cream to restore back to original condition.

How do I care for my leather product?

SageBrown recommend cleaning the exterior leather with a soft damp cloth. Wring until the cloth is merely damp and wipe the leather in a light circular motion. Repeat using only clean water.  Allow to dry naturally. Water based stains can be cleaned by rubbing the area with itself.  Do not touch the oil-based stains as the leather will eventually soak up the stain and the stains will disappear.  A specialist dry cleaner is recommended on leather clothing. Please contact us for advice before using products such as Vaseline or saddle soap as this may make the surface of the leather sticky, causing it to attract dirt and causing irreversible damage. 

How do I care for patent leather product?

For patent leather products, please be extra careful that they don’t come into contact with any materials that may transfer their colour pigmentation onto the patent leather. (for example, magazines, other leathers, etc). It is important to keep the leather dry, but in the event that it does get wet, the liquid should be quickly dabbed at with a clean cloth until the liquid has been absorbed. Always store in a cloth bag away from sunlight.

How do I care for exotic skin products?

Exotic skins include ostrich, crocodile or python. These skins are generally more fragile than leather and should be treated with special care. It is important to keep the skin dry, but in the event that it does get wet, the liquid should be quickly dabbed at with a clean cloth until the liquid has been absorbed.

Be careful not to expose exotic skins to direct heat or sunlight for long, which may cause uneven fading to occur. Avoid putting your exotic product on rough or sharp surfaces, as exotic skins can scratch easily. Exotic skins may dry out faster than leather, we therefore advise you to apply a leather conditioner made specifically for exotic skins.

How do I care for leather gloves?

SageBrown recommend cleaning the exterior leather with a solution of mild soap flakes using soft damp cloth. Wipe the leather in a light circular motion. Repeat using only clean water.  Allow to dry naturally. If your gloves get wet, allow them to dry naturally and away from any external heat source, such as a radiator, hair dryer, the tumble dryer or the sun.

How do I store my leather bag?

When not in use, we advise you to store in a SageBrown cloth bag and store your bag away from direct sunlight to prevent the colour fading, you may also wish to feed it from time to time with a little leather wax.

 

GUARANTEE AND REPAIRS

Is my product guaranteed?

Briefcases, handbags, holdalls and portfolios have a two-year warranty from the date of purchase and covers manufacturing or materials defect under normal conditions of use. Each issue will be individually assessed, and a course of action discussed and agreed with the customer. This warranty does not cover normal wear and tear. Depending on the items and the problem at hand, we will either repair or replace the item.

How long will my repair take?

Repairs can take up to six weeks depending on the time of year and exclude seasonal holiday periods. On occasion we may charge for the cargo of the product in question, however there are no repair charges.

Can you repair my product out of the guarantee period?

For any damage resulting from normal “wear and tear”, an accident, or damage that has occurred outside of our guarantee period, please contact our Customer Service team on info@sagebrown.co.uk or +44 207 287 5757 who will be pleased to provide you with a quote for repair where applicable. Please be aware that repairs may take up to twelve weeks.

 

SIZING GUIDE

Gloves

Extend your hand flat and with a tailor's measuring tape, wrap it around the strongest hand just below the knuckles and fingers, but above the thumb and make a loose fist.

Belts

Follow this guide to discover your size. When placing an order please put the correct size in the comments box. If you have any questions, please get in touch.

 

ORDERS

Should I receive an order confirmation e mail?

You should receive an order confirmation email within 30 minutes of placing your order. If you do not receive this email, it may have been caught by your SPAM filter, or there might have been a typing mistake when you entered the email address. If a confirmation email has not been received within 24 hours, please contact our Customer Services Team on 020 7287 5757 or e mail

Do you sell gift cards?

If you are looking for the perfect present for him or her or for a special occasion, why not choose a luxury shopping experience with a SageBrown Gift Voucher. The recipient can use their voucher online or in-store and choose from a vast collection of beautifully designed briefcases, portfolios, wallets, purses, bags, small leather goods and accessories, luxuriously lined in sumptuous suede. Our Gift Vouchers are available in various denominations. Simply add to your shopping cart and write your personal message so that they can be e mailed directly to the recipient. Alternatively, you can print them off and insert into a card so that you can give it to them in person.

How can I check the balance of my gift card?

Log into your account. From the "My Account" page you have the ability to view a snapshot of your recent account activity and update your account information. Here you can view your gift card balance.

How are SageBrown products presented?

Wallets and purses are elegantly presented in branded SageBrown boxes with delicate tissue paper and a hologram sticker that signifies quality.

Small leather goods are presented in a SageBrown branded cloth pouch and larger items like handbags, briefcases, portfolios etc. are also presented in cloth pouches. If purchased in store, a ribbon tied luxury cardboard carrier bag is used. We are unable to offer gift wrapping at this time.

Can I track my order?

We will send you an email to confirm that your order has been shipped. For UK Special Deliveries and International Deliveries, this will contain a tracking number to allow you to track your delivery directly with the courier.

Can I amend or cancel my order?

If your order hasn’t been shipped, then you can amend or cancel your order by contacting us on 020 7287 5757 or by e mail.

I’ve received the wrong item!

Please accept our sincere apologies for the inconvenience caused.

To rectify this situation please contact Customer Services who will investigate and advise of a resolution.

I am missing a product from my order.

Please accept our sincere apologies for the inconvenience caused. We can completely appreciate how disappointing this has been and most certainly not the experience we would wish our customers to have.

Please may we kindly ask you to contact our customer services team on 02072875757 or e mail us and one of our Customer Service Agents will be happy to assist you further.

 

PAYMENT AND SECURITY

Is my data held securely by SageBrown?

The security of your information is paramount. We ensure that our site transmits your information to our servers with 128 bit encryption, the standard used by banks. We use a SSL Certificate issued by GeoTrust for this purpose. You can check the certificates validity by clicking the icon below.

On the server, your account password is also encrypted so it cannot be discovered. When it comes to paying for an order, you are transferred to our payment processor, SagePay (Was PROTX)

How can I subscribe to SagBrown newsletters?

Create an account and ensure the Newsletter toggle is green.

How can I unsubscribe from SageBrown newsletters?

From the "My Account" page you have the ability to view a snapshot of your recent account activity and update your account information. Simply log into your account and under the heading Newsletter, switch the toggle to red.

Is it safe to pay on-line?

SagePay is the largest independent Payment Service Provider in the UK and trusted by some of the biggest names in online shopping. They have achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). They adhere to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process.

Your credit card details are processed by SagePay, and never stored on our site.

What methods of payment do you accept?

We currently accept all major credit and debit cards, Amex, China Union and PayPal.

When will I be charged?

Payment is charged at the time your order is placed, after security checks from your bank issuer and SageBrown have been authorised.

Do you charge VAT?

For all UK deliveries (excluding Jersey and Guernsey), prices include VAT at the applicable rate.

 

DELIVERY

How will you delivery my order and will my order need to be signed for?

Orders placed with SageBrown are shipped from the UK. If the FREE UK delivery option is chosen, we use Royal Mail. For everything else we use DHL.

DHL Courier Service

All parcels dispatched by DHL will be delivered Monday to Friday 9.00am-5.30pm and will require a signature upon delivery. Please kindly ensure that there will be someone to sign for the parcel at the delivery address.

Royal Mail

Royal Mail aim to deliver to addresses in urban areas by 3pm every working day and addresses in rural areas by 4pm every working day (exceptions are made for remote areas with limited transport links such as the Highlands and Islands of Scotland).

How much does delivery cost?

UK special and international delivery prices are calculated at the checkout and are worked out on the weight and size of the product(s). Please contact us for a more accurate price.

Can I track my order?

We will send you an email to confirm that your order has been shipped. For UK Special Deliveries and International Deliveries, this will contain a tracking number to allow you to track your delivery directly with the courier.

How long will my delivery take?

FREE UK delivery: 3-5 working days

During busy periods such as Sale time, Valentines, Mother’s Day, Father’s Day and Christmas, please allow an additional 1-2 days for dispatch.

UK Special Delivery: Orders placed before 2pm are guaranteed to be received the next working day. Orders placed after this tie will be sent the following working day. (excludes weekends, holiday periods)

International delivery: 5-10 working days depending on the destination

Will I have to pay import duty?

Import Duty

If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws

How can I re-schedule my delivery?

The courier should have left a delivery slip with a tracking number on it. Please telephone the number on the slip, quoting your tracking number to reschedule your delivery. For any further enquiries, please contact Customer Services.

Do you provide gift receipts?

Unfortunately, we are unable to provide gift receipts at this time.

 

RETURNS AND REFUNDS

How do I return an item for Exchange or a Refund?

If you are not completely satisfied with your online purchase or the Products are not delivered in perfect condition, please return them with proof of purchase within 30 days of receipt and we will arrange for an exchange or refund, subject to availability.

Unfortunately, we regret that we are unable to offer refunds on personalised Products. This policy does not affect your statutory rights. Please follow these simple steps to return your item bought online:

1.    Please contact our Customer Care team by emailing info@safebrown.co.uk to let them know you wish to return an item. Simply quote your Order Number, product and reason for returning.

2.    Please print off your order confirmation and add a note stating the reason for return and whether you want an exchange or refund. Please then enclose this inside the parcel you are returning. If your item was a gift, then please let the team know when you request a return by email.

3.    Please post the item with return note to the following address:

SageBrown

17, Princes Arcade,

Piccadilly,

London

SW1Y 6DS

United Kingdom

Can I return an online purchase to a SageBrown store?

Yes, you can. You can either make an exchange in-store or receive a refund. Refunds can only be administered to the card used to make the original payment. Please ensure your item(s) is in unused perfect condition and proof of purchase is required.

My product is faulty

We are sorry to hear that you have received an item in a less than perfect condition. We can completely appreciate how disappointing this has been and most certainly not the experience we would wish our customers to have. To rectify this situation please contact Customer services using the link below, who will investigate and advise of a resolution.

How quickly will my card be refunded?

Once your return is received by our Customer Service team, we will aim to process it within 7 days. Once the refund has been completed, it may take up to 14 days for your credit card provider to return the funds to your account. For further assistance, please contact Customer Services.