Delivery & Returns
All orders may require a signature on delivery. Orders must be made by 13:30 (UK time) to be dispatched that day (we dispatch Monday-Friday only, excluding public holidays). ‘Working day’ means Monday-Friday excluding public holidays. Orders placed between Christmas and New Year will be dispatched first week in January after warehouse dispatch services resume.
The delivery charge stated below is per order, not per item. To minimise delays please ensure you are able to accept the delivery between 9am and 6pm Monday to Friday.
|DESTINATION||DELIVERY CHARGE||ESTIMATED DELIVERY TIME|
|UK||£7.00||Next Working Day|
|UK||FREE (Orders over £80)||Next Working Day|
|*Includes Scottish Highland & Islands and Isle of Man|
Please note: We do not deliver to PO Box addresses.
|DESTINATION||DELIVERY CHARGE||ESTIMATED DELIVERY TIME|
|Europe||£20.50||7-10 working days|
|USA/Rest of World||£20.50||7-10 working days|
Savile Rogue cannot be held accountable for delays in customs clearance.
We ship to all countries outside of the UK on a DDU basis (Delivery Duty Unpaid). This means that you are liable for any local sales taxes or import duties that may be charged on your item(s). We have no control over these charges and cannot confirm how much the charges may be. You are also responsible for providing any information required by customs to ensure the goods are cleared. Occasionally goods may be subject to delays, due to customs or weather.
Savile Rogue cannot be held responsible should local customs authorities wish to confiscate any items or charge any import duty. As the customer, you are responsible for paying the duty.
Customs policies vary widely from country to country so we recommend you contact your local customs office for more information.
We operate a “no quibble’ exchange or refund guarantee. If you are not 100% happy with your purchase you can return it within 30 days of receipt for a full refund.
With our 30-day return policy we have no catches or exceptions. All we ask is you send the items back to us in the original packaging with a copy of the delivery note and make sure the goods are in the same condition you received them.
We recommend posting using a signed for service and remember to keep your postage receipt. If you are returning items from outside the UK please make sure you mark your parcel as ‘GB Returned Goods’ to avoid customs charges.
Returning an incorrectly shipped item
If we have made a mistake and shipped an incorrect item we will be happy to sort it out for you – simply email us at email@example.com and we will provide a freepost return label via email. You can simply print and affix to the original outer packaging (ensuring all contents are returned inside) and send back to us. As soon as the return has been received, a replacement will be sent out immediately.
Returning a faulty item
Your item will be checked for quality before it leaves us, so we are almost certain you will be happy with the quality of your order. If you are not 100% satisfied please email firstname.lastname@example.org including your name, order number and details of the fault and we will contact you. Once we have assessed the item, we will ship a replacement, repair the item or refund you.
Please note that pilling is a normal process which occurs on cashmere garments and is not an indication of poor quality yarn or of an inferior or faulty product. Savile Rogue go to every effort to reduce the risk of pilling by only using pre-dyed yarns for our knitwear and washing finished garments. Pilling can be easily removed using our cashmere comb, and will lessen with time. Returns due to pilling cannot be accepted.
Returns for any other reason
Please send item/s back to us at the following address and remember to include your delivery note.
Savile Rogue Ltd
c/o Thinkprint Cameron Court
Northwich, CW8 4DU
Our returns policy does not affect your statutory rights. Please be aware that it is your responsibility to ensure your returned item/s reach us safely. We advise you get proof of posting.
We are not able to accept any returns on any products that have been worn, left in a smoky environment or are not in their original condition.
Returns are only accepted online for items bought from Savile-Rogue.com. If you have bought from one of our retail partners, please contact them to arrange an exchange or refund.
The cost of returning goods to Savile Rogue is the responsibility of the customer. If we have sent you the wrong item, or a faulty item, we will reimburse your postage costs for standard 1st class post but not for premium services. You must notify us of faults or incorrect items immediately (email email@example.com), and the item must remain unworn.
Refunds do not include the cost of outbound postage.
Orders that qualified for free postage owing to a qualifying spend level or due to a promotion will have the cost of standard postage deducted from the refund total.
If you return a single item bought as part of a multi-buy discount offer (eg Buy One Get One Free, or Buy Two For £60) you will be refunded the full price of the item less the value of the discount given in the offer. If you refund all the items from a multi-buy purchase you will be refunded the price you paid for the goods.
Savile Rogue will try to process your return as soon as it arrives, although it might take us up to a week during busy periods.
We can only accept refunds or exchanges within 45 days of delivery, except over the Christmas period (from December 1st) when returns deadline will be extended up to 14th January. Items returned after this date will be sent back to the customer or (at our discretion) a credit note will be issued.
Products purchased as gifts can be refunded only to the person who paid for the item. Alternatively we can provide a credit to the gift recipient.
Please note we do not refund returns postage unless incorrectly shipped or faulty, and then only after you have contacted us as explained above. Savile Rogue will not accept customs charges incurred when returning items. All non-UK returns must be marked with ‘GB returned goods’.