Shipping and return policy
HOW MUCH IS SHIPPING?
Here at Saigu, shipping is 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 SEUR and will be delivered within 2 and 5 working days depending on destination.
- International express: France, Germany and Portugal. 2-3 working days.
- International express: Italy, Austria, Belgium, Luxemburg and Holland. 3-4 working days.
- International standard: Czech republic, Denmark, Hungary and Poland. 4-5 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 2-5 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 2-5 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?
SEUR 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. 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 Seur link, so that you will be able to trace your order online and check where it is at all times.
CAN I RETURN A PRODUCT?
We want you to be 100% satisfied with your purchase, so if for any reason you are not, you can make a free exchange or return.
Only one of the following options:
- You can return one or more products from the same order.
- You can change one or more products from the same order for another tone.
Respecting the following conditions:
- The address must be within the territory of the EU countries where we shipped the product.
- The products must be returned within 15 calendar days from the date that the customer receives the order.
- In case of a change, in the same envelope in which the new product is delivered, you must give the carrier the one you want to return.
- In case of return, the products must be returned in their original box/packaging or you can use any box that you have at home as a recycling box (well protected).
- That the product arrives in the same conditions in which you received it.
- The product may have been tested but must be practically full.
- You must contact the customer service department by sending an email to email@example.com indicating your order number and indicating which product you want to change or return. We’ll send you all the details.
- The term to receive the refund is from 5 to 7 business days when we receive the returned product.
- In no case can a change or return be made after having made one previously linked to the same order.
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.
HOW LONG DOES IT TAKE TO PROCESS A RETURN?
Reimbursement to credit and debit cards usually takes 5 to 7 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.