Delivery
&
Returns

Delivery Policy 

General Information

All our products are either presented in a complimentary handmade gift box or placed in a cloth dust bag. We then safely pack all your purchased items in a dispatch box or padded envelope, ready for delivery.
Your order will be delivered during normal business hours, ( Monday to Friday from 09:00-17:00, excluding bank holidays), if payment has been confirmed to the address supplied during our checkout process. 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.  All deliveries are made from SageBrown Limited in the United Kingdom. 

General Deliveries

To ensure your Product reaches you safely, we require a signature upon delivery of the Products. Please ensure that you or someone that you trust is available to sign for the Products on the date of delivery. Once you (or the person that you trust) has signed for the Products, we will no longer be liable for the delivery of the Product to you.

Proof of Delivery: Our company utilises shipping services that provide tracking and delivery confirmation. Once an item is marked as 'Delivered' by the shipping carrier, it is considered fulfilled on our end. A proof of delivery, including but not limited to tracking information, delivery confirmation, and photographic evidence, will be regarded as conclusive evidence of delivery.

Incorrect Address Responsibility: Customers are responsible for providing accurate shipping details at the time of purchase. Our company shall not be liable for any delivery issue resulting from incorrect or incomplete address information provided by the customer. In such cases, the order will not be eligible for a refund.

Disputed Deliveries: In the event of a dispute where the customer claims non-receipt of a parcel despite our records indicating successful delivery, we will initiate an investigation with the shipping carrier. Our decision to offer a resolution, such as a redelivery, discount, or store credit, will be at our discretion and based on the findings of this investigation. Monetary refunds will not be provided in cases where our investigation confirms successful delivery to the address provided by the customer.

Lost or Stolen Parcels: Our responsibility for the parcel ceases upon delivery confirmation by the shipping carrier. We are not liable for parcels lost or stolen following confirmed delivery. Customers are encouraged to provide a secure delivery location to prevent such occurrences.

UK Delivery

All UK deliveries are FREE and take up to 3-5 working days to receive your order. For small items, we generally use Royal Mail Signed For or Tracked 24 Hour. For larger items we use a reputable courier of our choice. Tracking and a signature is required.

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 12 noon 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. 

Overseas Postal Method

We use a reputable international courier and orders take 5-10 working days to receive.

You will receive an email once your item has been shipped with information on how to track your parcel. Please note after you receive this email you are not able to change your delivery address. We use a signed for service and therefore you are responsible for making arrangements to receive the goods. It is up to the courier as to when they will deliver your goods, therefore we cannot guarantee a specific time as to when you will receive your parcel. Please make sure someone is available at the delivery address within this time period or leave precise, detailed instructions when placing an order. For information concerning import duty and taxes outside of the United Kingdom, please see the section below.

UK VAT & Import Duties

ALL PRICES INCLUDE VAT AND ARE AUTOMATICALLY DEDUCTED AT THE CHECKOUT FOR OVERSEAS CUSTOMERS.

When shopping on our site in a country other than the UK, the prices are shown in local currency with VAT already deducted. 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.

Risk for Damage and Ownership

The Products will be your responsibility from the time of delivery. Therefore, if the packaging is damaged at the time of delivery, please check the package in the presence of the carrier in order to verify the condition of the Products. In the event of damage, please make a note on the delivery slip and contact customer services.

Ownership of the Products will pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.
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Returns Policy

General Information

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. Refunds will be processed to the original payment card and may take several days to appear. 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@sagebrown.co.uk to let them know you wish to return an item. Simply quote your Order Number, product and reason for returning. 

2.Click here to download a returns form. Please print and complete the form making sure to add your order number and 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 
31 Trinity Street
Cambridge
CB2 1TB

United Kingdom

If you change your mind and want an exchange or refund through no fault of SageBrown then the customer is required to pay postage where applicable and return the item in an unused condition. When returning your item, we recommend that you use a signed-for postal service, as unfortunately SageBrown cannot be held responsible for any losses in transit. Please also ensure that returns documentation is marked as “Returning goods to sender as not suitable”. Please be advised that you will responsible for the cost of the return postage,

We will be in touch as soon as your return arrives with our team and then again to confirm that we’ve processed your refund or that your new purchase is on its way to you. Refunds will be processed within 7-10 working days via the original method of payment. We are unable to guarantee the date the refund will credit your bank account as it will depend on your bank or credit card issuer.

Returns sent back under complaint will be investigated first and dealt with accordingly.

Please note: We use a third party to emboss our products and cannot accept returns of products that have been personalised.

Returns and Exchanges for International Customers

When returning goods from outside the UK, 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. This way, you will avoid incurring unnecessary additional import taxes or clearance fees.
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.

If you need to reach us, please call us on +44 (0)1223 300077 or e-mail us

Returning a Defective Product

In the unlikely event that there is a defect with a product during the first 6 months and it has not been caused by wear and tear or misuse, please contact our customer service team and advise them of the issue. You can be assured that we will endeavour to try and solve the situation in a timely fashion with minimal fuss and inconvenience. So that we can assess the issue you will need to return the product first so that we can decided on a solution. Each issue is different and if a repair is impossible or the repair is unfeasible, then we will offer a replacement subject to product availability or failing that a refund. Customers are required to give us reasonable time to repair or replace a product before demanding a refund and you should be aware that any refund given may well take account of any use you have had of the goods since you took possession of them.

Please note: returns should be adequately packed. We cannot be held responsible for any damage the item may occur due to insufficient packaging, and we are also not liable for any damage to the item from tears, abrasions or general misuse when in your hands. In these cases, we will not be able to issue a refund. Exchanges are subject to product availability. Please obtain proof of postage to prove you returned the goods.

When returning goods from outside the UK, we ask that you clearly indicate on the customs declaration form or commercial invoice that the contents are returned goods and originate from the United Kingdom. This way, you will avoid incurring unnecessary additional import taxes or clearance fees.


Please call customer services on +44 1223 300077 or email us at info@sagebrown.co.uk to arrange an exchange.

Annual 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.

Contact Us

If you have any questions, comments or requests concerning our Terms and Conditions, or if you would like us to update any information we have about you, please contact us by:
· Sending an email to info@sagebrown.co.uk
· Calling us at on +44 (0)1223 300077
· Writing to us at Customer Services, SageBrown, 31, Trinity Street, Cambridge, CB2 1TB UK

 

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