FREQUENTLY ASKED QUESTIONS
REGISTRATION AND ACCOUNT
How do I register on the website?
How do I sign up to the newsletter?
I've forgotten my password, what do I do?
How do I log in to my account?
ORDERS AND PAYMENTS
What is your minimum order value?
How do I pay for my order?
Payments can be made in Pound Sterling, Euros and US Dollars.
Can I add an item or change my order after I have placed it?
Do you offer credit accounts?
If you are a UK customer, you can apply for a 30-day credit account once you have placed 1 pro-forma order with us.
If you are a non UK customer, you can apply for a 30-day credit account once you have a minimum 6 months of order history.
What happens if I order an item which isn't in stock?
- A current item is no longer in stock - in this instance the website will tell you the item is being held on a back order, however the final charge on your order confirmation will include the out of stock item. When we dispatch the order, we will only take payment for those items on the delivery note. If the backordered items total less than £35 it will automatically be cancelled. Otherwise the goods will either be added to your next order or sent, pending payment, once all items are collectively in stock.
The payment authorization on your card will hold funds for the total order with your bank, but we will only take final payment for what we send you. This means, you will only pay for what you have been invoiced and this can be less than the original amount authorized. Since items move in and out of our warehouse very quickly, our stock figures can change between order placement and dispatch, therefore this system is in place to ensure you receive as much of your order as possible.
No payment is taken for backordered items until the stock is ready for dispatch and there will be no carriage charged on complete delivery of backorders to the UK mainland. There will be reduced carriage charges to all other UK & EU postcodes.
I haven't received my order, what should I do?
I have received my order but something is missing or damaged, what should I do?
Where can I see my final invoice?
How can I save my shopping basket?
How do backorders work?
How do I use a coupon / voucher?
Can I order over the phone?
When is my debit / credit card going to be charged?
Do I have to pay VAT?
I have a credit note, how do I use it?
DELIVERIES AND RETURNS
What are your delivery charges? Is there free carriage?
For orders outside of mainland UK we currently have a trial delivery charge discount scheme with free and discounted delivery for certain countries and order values. Please see the Order, Dispatch & Delivery page.
Please note: this scheme is on a trial basis and is subject to change.
If you are based outside of these countries you will need to arrange your own shipping.
I do not like an item I have purchased, can I return it?
Do you ship to my country?
How quick can I expect the delivery?
CONTACTS AND COMPANY DETAILS
I need to contact you, what number/email address should I use?
What is your VAT number?
Our UK VAT number is 710 698 629.
For EU customers only: our VAT is NL 826424636B01.
What is your company number?
Do you have an ethical and environmental trading policy?
Can I view a Sass & Belle brochure?
PRODUCTS, IMAGES AND DESCRIPTIONS
May I use your product descriptions for my own website?
May I use the images shown on your website?
Do you offer exclusivity and bespoke items?
How can I see the prices?
HOW DO I REQUEST A PRODUCT REPLACEMENT?
Is Sass & Belle COVID-19 safe?
We have created a Safety Action Plan that includes a range of specific policies and procedures designed to protect the health, safety and welfare of staff and others affected by our work activity. Examples of these measures include: social distancing, more frequent cleaning, clear notices and effective maintenance. You can find our full COVID-19 risk assessment here.