Frequently Asked Questions

DELIVERY & RETURNS

 

Where is my order?

SDSA proceeds to send the Products to the Customer by way of its trusted couriers from Monday to Friday, excluding Saturday, Sunday and public holidays. The standard delivery timescales are approximately 3-5 business days, express delivery 1-2 business days from receipt of the Shipment confirmation e-mail. The stated delivery timescales are purely indicative. The shipment confirmation e-mail includes a “tracking number” which will allow the Customer to monitor the delivery status on the courier's website.

 

How can I return my order?

All returns are FREE provided that you use the returns label included in the parcel.

 

If you are not fully happy with the goods you have received, you can either withdraw from the contract (see right of withdrawal section) or return them to us for refund within 14 days of receipt as follows:

 

1. Complete your returns form (included within your order) by ticking the item (s) you wish to return and giving a reason for the return. If you do not do so, it may take the Customer Care Team longer to identify your order and process your refund. Pack it with your return items (unused, intact, and in good condition, including any labels) in the original package (if possible). Stick your prepaid UPS label (included within your order) on your return parcel and seal it securely. Please make sure that it is clearly visible on the parcel and that the return address and barcodes are not covered or amended.

 

2. Drop-off your return package to your nearest UPS access point and keep the proof of postage. Find your nearest drop off point at the UPS Access Points Locator

 

3. Once we have received and checked your return, we will process your refund and a notification email will be sent to you to confirm the validation (you’ll hear from us approx. 5 days from the date you send your parcel). Depending on your bank's processing time, it may take a few days for the credit to be reflected on your account.

 

In the event you lose the return form or the UPS label, you can contact the Customer Contact Center.

 

How long does it take for refunds to post to my account?

Once we have received and checked your return, your credit will be processed within 1-2 business days. Depending on your bank's processing time, it may take a few days for the credit to be reflected on your account.

 

How long will it take my order to arrive?

SDSA proceeds to send the Products to the Customer by way of its trusted couriers from Monday to Friday, excluding Saturday, Sunday and public holidays.

 

The standard delivery timescales are approximately 3-5 business days, express delivery 1-2 business days from receipt of the Shipment confirmation e-mail. The stated delivery timescales are purely indicative.

 

The shipment confirmation e-mail includes a “tracking number” which will allow the Customer to monitor the delivery status on the courier's website.

 

How much is delivery?

Standard EU Delivery costs €5.00 / 5.00 GBP and Express EU Delivery costs €10.00 / 10.00 GBP.

 

Free delivery for orders above £90 or €100


Can I specify a delivery time slot?

We do not currently allow customers to specify a delivery time slot.

 

What happens if I am not in when you try to deliver?

Orders do not require a signature upon delivery. If you're not in, your order will be left at the closest UPS Access Point. A note will be left at your door notifying you that the delivery was attempted and of the UPS Access Point.

 

Can I collect my order from your shop?

We do not currently offer store collection, but are hoping to do so soon.


Can I send my order to multiple addresses?

We do not currently offer delivery to multiple addresses.

 

What should I do if my order arrives damaged or with items missing?

If you are not fully happy with the goods you have received, you can either withdraw from the contract (see right of withdrawal section or return them to us for refund within 14 days of receipt by using the returns label included in the parcel. The returned Products must be provided unused, intact, and in good condition, including any labels. In the case that an item is missing or damaged, please contact us.

 

All returns are FREE provided that you use the returns label included in the parcel.

You will follow instruction on the return form at the bottom of the pick slip to return your parcel. In the event you lose the pick slip, you can contact the Customer Contact Center.


What should I do if I am unhappy with my order?

If you are not fully happy with the goods you have received, you can either withdraw from the contract (see right of withdrawal section or return them to us for refund within 14 days of receipt by using the returns label included in the parcel. The returned Products must be provided unused, intact, and in good condition, including any labels.

 

All returns are FREE provided that you use the returns label included in the parcel.

 

You will follow instruction on the return form at the bottom of the pick slip to return your parcel. In the event you lose the pick slip, you can contact the Customer Contact Center.

 

If some items in my order are delayed – will I receive my other items in the meantime?

We will dispatch all items in your order at the same time. This may result in a delay to the delivery of your overall order due to a delay with specific items.

 

Can I place an international order?

Yes, we can ship an order to UK, Italy, Belgium, Denmark, France, Ireland, Sweden, Spain, Netherlands and Germany. Our international shipping rates include both transportation and import fees including customs, taxes, and duties. This can be seen in the breakdown of the invoice.

 

ORDER HISTORY & AMENDMENTS

 

Can I cancel or amend my order?

 

Order Cancellation

We are able to cancel an order on your behalf, providing the order has not been prepared for dispatch. Please contact us if you wish to cancel your order.


Change of Delivery Address

We are not able to change the delivery address once an order has been processed. Please contact us if you wish to cancel your order. The customer service can cancel your order, as long as it has not been processed, and you can place a new order.


Adding/Removing Items from an Order

Unfortunately we are unable to add items to or remove items from an order once it has been placed.

 

How can I see what I have purchased in the past?

Log in to My Account to view your order history.


PAYMENT


What currencies do you support?

Currently, we only accept payment in British Pounds and Euro.

 

Can I pay by cheque?

We do not accept payment by cheque. All payments may only be made by credit card (Mastercard and Visa).


What is the VAT rate?

The price shown is what you will be charged upon checkout, all prices are VAT inclusive:

 

Country

VAT Rate

Belgium

21%

Denmark

25%

France

20%

Germany

19%

Ireland

23%

Italy

22%

Netherlands

21%

Spain

21%

Sweden

25%

UK

20%

 

PRODUCT QUERIES

 

Can I purchase or use Gift Cards online?

>We do not currently offer Gift Cards.

 

Can my items be gift wrapped?

We do not currently offer gift wrap.


PLACING AN ORDER


How secure are my details?

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to ensure the security of information we collect online. We take reasonable care, in so far as it is in our power to do so, to keep the details of your order secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering through the Services.

 

For more information on how we use your data, please see our Privacy Policy.

 

KEEPING IN TOUCH

 

How can I update my details?

Simply visit your account to keep your details up to date.

 

Will you pass my personal details on to other organisations?

Please see our Privacy Policy for full details of how we handle your personal data.