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FAQ's & Help

 

I live outside of the UK can I still place an order?
Yes you can. We ship our products all over the world so wherever you are you can still place an order. Please bear in mind though that customs charges may be applicable for orders over a certain amount and it is your duty as the buyer to clear these charges with your local customs office. They will inform you of this.

 

Which payment methods do you accept?
We accept payments by PayPal and Google Checkout. These payment providers are totally secure and do not share your details with any third party including Satcha.

 

When can I expect my order to be delivered?
We aim to process your order the same day if received by 2pm and the next day if after 2pm. This will usually allow us to despatch your order the same afternoon. Once despatched, your order will usually take between 1and 3 working days to arrive.

For orders of £50 and over delivery is absolutely free and for orders below £50 you will be charged the exact amount that Royal Mail charges for the total weight of the package.

 

Who will deliver my order?
We use Royal Mail to deliver our orders and will always use first class or recorded delivery to provide the speediest service.

 

I would like to order more than one item; will the postage cost be more?
Where you order more than one item you will be shown the total cost of postage in the checkout area of the website. This cost incorporates the total weight of the package to be despatched and the prices for postage are in line with Royal Mail’s weighting prices.

 

Where is my order?
If you have placed your order before 2pm it should have been despatched by first class Royal Mail or Royal Mail Recorded Delivery the same day. Please allow up to 3 working days if in the UK or 5 working days if outside the UK before contacting us. If you do need to contact us regarding a delay in delivery then please email SatchaUK@aol.com and a member of our team will check the status of your order and get back to you within 24 hours with any updates.

 

How can I return items?
Under the Distance Selling Regulations you are entitled to a 7 day “Cooling off Period”. During this time you can decide that you no longer wish to keep you items. For detailed information on how to return your items please refer to clause 3 in our Returns Policy.

 

How much does it cost and how long does it take to deliver items outside the UK?
Orders which are to be delivered outside of the UK will be processed the same as UK orders. This cost incorporates the total weight of the package to be despatched and the prices for postage are in line with Royal Mail’s weighting prices. Please bear in mind though that customs charges may be applicable for orders over a certain amount and it is your duty as the buyer to clear these charges with your local customs office. They will inform you of this. Orders usually take between 3 and 5 business days to be delivered outside of the UK.

 

Which products are excluded from the refunds policy?
Any items which penetrate the skin such as earrings are excluded from the refunds policy.

 

How long do I have to return an Item?
If you are not entirely satisfied with your purchase or if the item is faulty, you may return it to us within 14 days of the date shown on your dispatch note. Please see clause 1 of our Returns Policy for more information.

 

How can I cancel an order online?
If you have placed an order with us and you change your mind before making payment then simply email us at SatchaUK@aol.com to inform us you wish to cancel. This will be actioned immediately. If you have paid for your order and it hasn’t yet been processed then you can still email us to notify us of your wish to cancel and we will action the cancellation and refund within 24 hours. Once your order has been processed and despatched you will have to follow the returns policy to cancel and receive your refund.

 

Why has my order been cancelled?
Your order may have been cancelled due to none payment or product availability. If it is the latter you will be notified by email informing you of this.

 

I've sent an email through the website. How long will it take to respond?
We aim to respond to emails within 24 hours of receiving them.

 

How can I place an order?
You can place an order online by selecting the items and quantities you want and adding them to your shopping basket. This will then calculate the full total of your items before postage costs are applied. When you have finished shopping you then need to go the checkout, this is where the postage will be calculated for your complete order and applied to your total. To complete your order you then need to choose your payment preference, once selected you will be taken to your payment providers website where you can make full payment. Your payment provider will then redirect you to Satcha.co.uk and you will receive an email from us notifying you of your order.

 

How can I change my account details?
As an existing customer once you have logged in you will be able to view and edit the information you have given to us.

 

Are my credit or debit card details saved?
No. Because we use the PayPal and Google Checkout systems we have no need to even know your card details. This increases both your and our security over the internet.

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