Answers to the most commonly asked questions

What are the benefits of registering with Saucy UK?

Registering with Saucy UK will give you exclusive access to discount vouchers, special offers, loyalty points and product launches.

Once you’re signed in you won’t have to enter all your details over and over again each time you buy from us.

Do I have to register with Saucy UK to buy a product?

Not at all. We completely respect the confidentiality of your personal information, however if you don’t want to provide them to us that’s absolutely fine, it won’t stop you from being able to buy from Saucy UK.

Oops, I can’t remember my login details

Don’t worry, happens all the time. There is a link on the log in page called ‘forgotten password’. Just click on that and enter the email address you registered and we’ll send instructions there so you’ll be up and running again in a few minutes.

What payment methods can I use online?

We’re pretty flexible so MasterCard, Visa, Visa Delta, Maestro, American Express and PayPal are all good.

Can I pay in a different currency?

We’ll always bill UK customers in Sterling; if you are ordering from outside the UK this may be shown on your statement in your local currency in which case contact your bank who will be happy to talk to you about this.

I don’t want Saucy UK to appear on my bank statement, will it?

Although our products are for a bit of adult fun, not everyone wants to share this with others, so on your bank statement any transactions will show up as Kameleon Group.

How secure is my transaction?

At Saucy UK we stringently adhere to the data protection act. We use a reputable third party to manage your payment – Cardstream.

Will I be charged customs and import charges?

Quite possibly except if you are ordering from the UK to a delivery address in the UK. Customs or import duties are charged when the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and this is something we have no control over.

What if I change my mind about my order?

We get our orders out very quickly so if you change your mind let us know as soon as you can. Best to call us rather than email to make sure you get to speak to someone in time. If it has already been despatched you can follow our Returns guidelines.

Can I cancel my order?

Consumer Contracts Regulations advise that you have 7 days to cancel your order contract with us, starting the day after your order is placed. If you talk to our Customer Services Team within 7 days we will issue a full refund, when we receive the goods.

Let us know as soon as you want to cancel by calling our Customer Services Team on 0151-546 8260.

If the items have been despatched don’t worry. When the items arrive, don’t open them simply send them back in their original condition and packaging using our returns label and we will refund you.

Delivery

Royal Mail Tracked £2.95

Orders placed Monday to Thursday before 6pm will be delivered mostly within 2 days

Orders placed after 6pm on Thursday and before 6pm Friday will mostly delivered on Tuesday

Orders placed after 6pm on Friday and before 6pm Monday will be mostly delivered on Wednesday

For certain postcodes the RM48 delivery is 72 hours delivery: BT,GY,HS,IM,JE,KW,ZE2 & ZE3

Exceptions

Larger Orders/ Multiple Boxes – any orders that are large in size will be put into multiple boxes. These multiple boxes will be sent via UK Mail tracked on a next working day delivery service if ordered by 2pm. If order is placed after 2pm, the order will be delivered within 2 working days. These orders will need to be signed for.

Can I track my order?

Of course, you will be sent a tracking code number by Royal Mail and you can visit https://www.royalmail.com/track-your-item and enter the number to find out what is happening.

Does my order need to be signed for?

Not for Royal Mail Tracked orders.

What if I’m not in when my order arrives?

If you’re out when the parcel arrives, or it’s too big to put through your letterbox or needs to be signed for, your post person or courier will leave a card telling you where you to pick up your discreetly packaged order

If your parcel is taken to the nearest delivery office you will have to go and collect your parcel.

If your parcel is taken to the nearest courier depot, you can collect it or arrange for it to be redelivered.

If a ‘Something For You’ card is left – What are my options?

  • Free re-delivery to your or your customers address
  • Collection from a local Delivery Office
  • Free re-delivery to an alternative local address (in the same postcode area)
  • Collection from a Post Office® for a nominal fee of 70p

Redeliveries can be booked at www.royalmail.com/redelivery or by calling the number on the ‘something for you card’

Will it be obvious where the package is from

There will not be any markings or branding on the packaging which would let anybody know where the package has come from. The return address label will be to the Kameleon Group as will the transaction name on your bank statement.

What do I do if my order hasn’t arrived?

Contact us straightaway and we will investigate. Give it at least 4 days before calling us. When you call us please make sure you have your order number to hand.

How long will my parcel be held at the Post Office?

The parcel will be held for 18 calendar days before being returned to Saucy UK.

REFUNDS AND EXCHANGES

How do I return an item/s?

You can return your item within 14 days.

I’ve lost my Delivery Note/Receipt

If you ordered online and have lost your Delivery Note please contact us as our Customer Service team will be able to help.

When will I receive my refund?

Once the item has returned we will pay the refund within 14 days.

How do I return a faulty product?

Visit our Returns and Refunds page and tell us as much about the faulty product as you can. Our Customer Services Team will act on your email as quickly as possible and send you the necessary information via email.

My order is incorrect or faulty

We will do our utmost to resolve this as soon as possible. Let us know straight away and return the item, we can either issue a replacement or provide a full refund.

Can I exchange an item?

Yes of course, you can exchange an item within 28 days of delivery. The items you bought must be in a saleable condition and we will need proof of purchase. Visit our returns page and fill out the form and and explain to us which item you would like to exchange it for. If the item you would like to exchange it for is a lower value we will refund the difference, if is more we will ask you to pay the extra.