Shipping and return policy
HOW MUCH IS SHIPPING?
Shipping cost are free for all orders over 60 euros in the following EU countries. Below the threshold, the prices are the following:
- Portugal, France, Italy, Germany, Austria, Belgium, Luxemburg and Holland – 4,90€. Free shipping on all orders above 60€.
- Czech republic, Denmark, Hungary and Poland – 6,90€. Free shipping on all orders above 60€.
*We don’t ship outside the countries specified above.
HOW LONG WILL THE SHIPPING TAKE?
Packages are sent by Fedex and will be delivered within 2 and 10 working days depending on destination.
- International express: France, Germany and Portugal. 3-5 working days.
- International express: Italy, Austria, Belgium, Luxemburg and Holland. 7-8 working days.
- International standard: Czech republic, Denmark, Hungary and Poland. 7-10 working days.
Estimated dates apply to business days. During the holidays, such as Christmas, Black Friday or national holidays or at a Saigu's launch we cannot guarantee a 2-10 business days delivery due to high shipping volume. Also, we cannot guarantee fast delivery in case of strikes or national work stoppages.
Orders placed on business days before 11am are prepared and shipped on the same day, in order to guarantee the 2-10 business days. Any purchase made after 11am will be processed the following day.
On weekends and holidays, orders are processed the following business day.
Shipping time is counted from the moment the order leaves our facilities till the moment it is delivered to your chosen address. You’ll be able to trace your order once you get the email confirming that the order has been sent.
WHAT HAPPENS IF I’M NOT AT THE SHIPPING ADDRESS WHEN MY PACKAGE IS DELIVERED?
Fedex carriers will try to deliver the order at the address given by the customer. If the customer is unavailable at the indicated address, the shipping agency will leave a note with a phone number to decide a day, time and place for a second delivery attempt, which will take place on the following business day.
If you’re still unavailable for the second delivery attempt, your order will be left at your area’s delegation for you to pick it up.
If, after 14 days from the first delivery attempt, it hasn’t been picked up yet, it will be returned to our facilities. We’ll automatically proceed with the total reimbursement of your purchase within 10 business days from the order’s return, except the shipping and return cost of the package.
CAN I CHANGE MY SHIPPING ADDRESS AFTER I HAVE PLACE MY ORDER?
We always recommend double-checking your address before completing your order, since, once it’s done, you won’t be able to change your data. Remember that you have a space under the "Address" box to add the floor number, indicate if it is a house, apartment, office, the name of your company, or any additional important information for the carrier (it must be brief).
However, you can write to us at firstname.lastname@example.org and we will do everything possible to help you, because if your order is in preparation or has already been shipped from our warehouse, no changes can be made. If you have forgotten to add the floor number or letter, don't worry. In the event that the carrier has any inconvenience, they will contact you or you will receive an SMS with a link where you can reschedule the delivery (you will not need to call any telephone number of the transport company).
HOW CAN I TRACE MY ORDER?
As soon as your order is sent from our storage facility, you’ll receive a confirmation email together with the Fedex link, so that you will be able to trace your order online and check where it is at all times.
CAN I RETURN OR CHANGE A PRODUCT?
We want you to be 100% satisfied with your purchase, so if for any reason you are not, you can make an exchange or return at no cost.
You’ve got 15 days from the date you order to open and try the product. If it doesn’t work for you, you can contact us to organise your free exchange or return. During promos, like GreenWeek 2023, that goes up to 45 days. We know most brands don’t let you return a product if you’ve opened it, but at Saigu, we do things differently! We want you to open it and try it. If it doesn’t work for you, we’ll exchange it or refund the full order total. We do it this way because we want you to buy with confidence, but it’s true that it’s not particularly sustainable for packages to be constantly sent back and forth. We trust that you’ll act responsibly so that this gesture of ours doesn’t take its toll on the planet.
Please, write an email to email@example.com with all your order details so we can solve it as soon as possible.
DO I HAVE TO PAY FOR THE CHANGE/RETURN?*
· In case of changing a product for another product, you won’t be charged with the shipping costs of the change.
· If you ask for a complete reimbursement of the purchased products, you will not be responsible for the shipping costs either.
· If you have bought two products and wish to return one of them, shipping costs will be discounted from the reimbursement of the product.
*As commented up there, we are working to offer you that options very soon (not available now).
HOW LONG DOES IT TAKE TO PROCESS A RETURN?
Reimbursement to credit and debit cards usually takes a maximum of 15 business days to appear in your bank account.
I HAVEN’T RECEIVED MY ORDER, WHAT DO I DO?
Send us an email to firstname.lastname@example.org and we’ll try to solve the issue as soon as possible.