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Customer Services

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Our Guarantee | Faulty or Incorrect Goods | Cancellation and Returns | Refunds | Our Couriers, Despatch and Delivery | Postal Charges | Photographs and Descriptions | Opening Hours | How to Find Products | How to Compare Products |

Our Guarantee
We want you to be completely satisfied with everything you buy from Saucy Brown. If for any reason you are not satisfied with your purchase, or you just change your mind, you can simply return the goods to us for a refund or exhange provided you comply with our Cancellation and Returns policy and Terms of Sale and the goods are not a Special Order.

Faulty Goods or Incorrect Goods
We hope that none of the goods we send out are incorrect or faulty in any way, but we are only human and mistakes do occur from time to time. If the goods are faulty in manufacture, or the wrong goods are despatched, you must let us know in writing within 3 days of the date the goods are received by you. You may be requested to provide further information regarding the defect or incorrect goods. You will be advised how to return the goods to us and where they should be sent. It is your responsibility to return the goods to us at your expense to the address given to you in order that they can be inspected. Once we have checked the goods and, subject to the goods being faulty or incorrect, a full refund of the purchase price and all postage costs will be made to you.

Cancellation and Returns
If you wish to cancel any order you may do so at any time after an order has been placed or up to 7 days after the date of delivery, provided the goods have not been used. You must give us notice of cancellation in writing at 16 Grove Villas Great Saling Braintree Essex CM7 5DX or you can email us at Customer Services.

If an order is cancelled after the goods have been despatched it is your responsibility to return them to us at your expense within 7 days of the date you cancelled your order. It may be possible for our carrier to collect the goods depending on the delivery company we use for your order and we will try and arrange collection if at all possible. You are not entitled to receive a refund of the original delivery charge. If we have to arrange collection from you we have to charge you the costs we incur in connection with the return of the goods. We reserve the right to also charge a 10% handling fee but will only do so in exceptional circumstances.

You must make sure all goods are returned in an unused saleable condition together with all original packaging. We reserve the right to charge for and deduct from the refund any costs we incur in repackaging any goods. No refunds will be made in respect of any goods not returned to us in the required condition e.g. used or damaged. In those circumstances the goods will be returned to you subject to you paying us the cost of returning the goods to you before they are re-despatched.

The goods will be deemed to have been returned to us when they are received by us. Please ensure the correct amount of postage is paid when returning the goods to us to avoid any delays in the return of the goods. We recommend you send the goods by registered post or recorded delivery.

Refunds
Refunds will be made within 14 days of the date the goods are returned to us either by cheque, PayPal or direct bank transfer. Refunds are usually made via the same system payment was made initially but we reserve the right to use another method of refund, at our absolute discretion. Any costs deducted by the bank transferring the funds to you (e.g. PayPal fees) are your responsibility.

Our Couriers and Delivery
When items are in stock we aim to send them out within 48 hours of your order being received. You will be informed if there are any delays on despatch.

We use various postal options, depending on the nature and weight of the goods and their destination. You may receive more than one delivery for a single order.

You should allow 3-5 working days for delivery. Goods sent by courier will usually require a signature when they are delivered, unless a special request is made for goods to be left in a designated place at the delivery address without a signature being provided. In this situation the goods will be at your risk when they are delivered. We cannot guarantee the courier will leave the goods without a signature being provided.

If the goods cannot be delivered you will be notified of non delivery, usually by a card being left at the designated delivery address. It is usually the courier’s policy to try and redeliver the goods the next day. Personally, we would prefer the courier not to try redelivery until they hear from you as we appreciate it is not always possible to contact the courier if you have been out all day, but we have to comply with our courier's delivery policy. The company will usually try and deliver on three occasions but if delivery cannot be effected it will be necessary for you to collect the goods from the courier’s depot. In the event the goods are not delivered or collected they will be returned to us by the courier and you will be responsible for the costs incurred in returning the goods to us. No refunds can be made until the goods are received by us and have been checked.

Postal Charges
The postage charge per order is calculated according to the weight of the order and its destination. The product weight is usually displayed on the product page to enable you to assess the approximate delivery cost. We subsidise the cost of delivery of most orders.

The estimated postage charge for each order can be obtained before the order is placed. The actual charge will be shown on the order page when you have entered the actual delivery address. For security reasons the first delivery must be to the cardholders registered address. Subsequent orders can be sent to an alternative address.

UK mainland

Up to 500gm£2.50
501gm – 750gm £3.00
751gm – 999gm£3.75
1kg -8kg£5.95
8kg – 20kg £11.90

Scottish Highlands, Isle of Man and Northern Ireland

The following postcodes incur a charge of £10.50 for each parcel up to 25kg:

AB30-56; KW1-3; KW5-17; HS1-9; IV1-28; IV30- 37; IV40-56; IV63;PA20-49; PA60-78; PH30-50; ZE1-3

All Northern Ireland BT postcodes.

All Isle of Man IM postcodes.

Channel Islands, Southern Ireland, Europe and Rest of the World

Please telephone us for a quotation for delivery to these destinations.

Additional charges are payable for non standard delivery.

Photographs and Descriptions
We appreciate you cannot physically see and feel the goods and have to rely on our descriptions and photographs. We try to give as much honest information as we can about our products and supply at least three photographs whenever possible. If you need more information on a product than we provide on our site then please contact us by email or telephone us on 01371 851319 and we will do our best to help.

Opening Hours
Our on-line store is open 24 hours a day, 7 days a week. Customer Services are open from 10am to 5.00pm Monday to Friday. If you need help outside these hours please send us an email and we will reply as soon as possible.

How to Find Products
We have tried to set our site out logically and alphabetically. You will see the main categories along the top brown browser bar starting with 'accessories'. The categories are in alphabetical order. If you click on the category heading, e.g. dog beds, you will go to the 'landing page' for the 'dog beds' category. Landing pages give you some information on the various products we sell in that category and will provide direct links to the subcategories. The subcategories also show up in the left hand margin of the landing page.

This website uses layered navigation and the attributes of the products e.g. colour, size, manufacturer, etc show up in the left hand column under the heading 'SHOP BY', making it easier for you to find the product you want. For example, if you search 'waterproof beds' the attributes of our waterproof beds are set out in the left hand column. The second column down is 'Fastening'. If you require a waterproof dog bed with a popper fastening click on 'popper' and all the beds with a popper fastening will display. If you then want to see all the waterproof beds, or seach by, for example, colour, you just click 'clear all items' and the left hand column goes back to normal and displays all the attributes as before.

If you would prefer to go directly to the various subcategories, without going to the landing page, then hover your mouse over the category heading (for example, 'dog beds' ) on the brown browser bar and the subcategories will show up underneath. You can then click on the subcategory and go directly to it this way. You can also search using the 'search' button on the top of each page.

How to Compare Products
If you would like to compare products side by side you can click on the 'Add To Compare' button on every product page. The product then goes to the 'Compare Products' box which you will find in the right hand column of the page. When you have added all the products you want to compare click on the yellow 'Compare Items' button in the 'Compare Products' box. The products will show up side by side. You can choose to print the page or simply close it once it has been viewed. After comparing the products you can either leave them in the 'Compare Products' box for future reference or click the 'Clear All' button to clear them and start again.

How to Order By Post
If you would like to order by post simply click on the 'How to Order' link at the top of any page and full instructions are provided.