Returns & Exchanges Policy
At saisai.co.uk, we want you to be happy with your purchase. If you would like to return or exchange an item, please read the policy below carefully.
1. Contact Us First
Before sending anything back, you must email us to explain the reason for your return or exchange.
This step is essential because our shop staff work in a different department and do not have access to online order information. Phone calls may not provide accurate assistance, so email ensures your enquiry reaches the correct team.
2. Return & Exchange Period
Returns and exchanges are accepted within 14 days from the date you receive your order.
To qualify, items must be:
- Unworn
- Unused
- In original condition
- With all original tags and packaging
We cannot accept returns that do not meet these conditions.
3. Return Shipping Costs
As a small business, we do not offer free return postage for any customers, whether in the UK or overseas.
However, the shipping fee to send out replacement items for an exchange is:
- UK customers: Free
- Europe: £15
- Worldwide: £25
These fees cover the cost of shipping the exchange back to you.
4. How the Return Process Works
After we receive your email, we will review your request and confirm whether your return or exchange is approved.
Once approved:
- Send the item back to our shop address in its original, unworn condition.
- When we receive and inspect the item, we will process your exchange or issue a refund.
- Refunds may take up to 10 working days to appear, depending on your bank or payment provider.
Please note:
We are not responsible for return parcels that are lost or damaged in transit. We strongly recommend using a tracked postage service.
5. Why Email Is Required
We require customers to email us instead of calling because:
- The retail shop staff work separately from the online order department.
- They may not have access to your order details.
- Email ensures your message reaches the correct team who can assist you properly and efficiently.