CS Center
If we're not available, drop us an email and we'll get back to you within 20–36 hours.
Customer service: support@sageholt.com
Order & Return
How do I check the status of my order?
As soon as your parcel leaves our warehouse we email you a tracking number. Use it on the carrier's website to follow the delivery in real time. Tracking can take 24–48 hours to update after dispatch.
How do I request a refund?
Email us at support@sageholt.com with your order number and the reason for the return, and we'll confirm the return address. Requests must be made within 14 days of receiving the product. Return postage is paid by the customer; if your order was shipped free of charge, the original shipping cost may be deducted from the refund. Once the item arrives and has been inspected, we'll tell you whether the refund was approved and issue it to your original payment method within up to 10 business days. All returns must be approved by us in advance.
When will I receive my refund after cancelling an order?
Refunds go back to the payment method used at checkout. Allow 5–10 business days for it to appear — your bank or card issuer sets the final timing. If more than 15 business days have passed since we approved your refund and nothing has arrived, email support@sageholt.com.
The product arrived damaged or an item is missing.
We're sorry about that. Take photos of the outer packaging and of the items you received and send them to support@sageholt.com with your order number. Photos let us verify the problem quickly. Where the product is damaged or faulty, we cover the return shipping.
In which currency will I be charged?
All products on this website are charged in British Pounds (GBP).
What payment methods do you accept?
We accept the major debit and credit cards, plus the express wallets shown at checkout. Payment is taken in full when the order is placed.
Can I change or cancel my order?
Yes, as long as it hasn't been dispatched. Email support@sageholt.com as soon as possible with your order number. Once the parcel is on its way, the delivery address and the items can no longer be changed.
My order was cancelled automatically.
This usually happens when the card details don't match the billing information or the payment is flagged for review. Check that the cardholder name, expiry date and security code are exactly as printed on the card, and that the billing and shipping addresses match. If it happens again, email support@sageholt.com and we'll sort it out.
Shipping
When is my order dispatched?
Orders placed before 11:59 PM on a business day are dispatched within 1–2 business days. Orders placed at weekends or on public holidays go out on the next business day. During sale periods dispatch can take slightly longer.
How long does delivery take?
Delivery within the UK normally completes 2–5 business days after dispatch. Delivery dates depend on the carrier and can shift during peak periods.
How much is shipping?
Shipping is calculated at checkout and is free on orders over £40.
My tracking says delivered but I haven't received the parcel.
First, check the delivery address on your order, then check with neighbours, family or a building reception — parcels are often left with a safe place. If it still doesn't turn up, contact the carrier with your tracking number. If that leads nowhere, email support@sageholt.com and we'll open an investigation with them.
Can I change my delivery address?
Only before dispatch. Email support@sageholt.com straight away and we'll check whether the parcel can still be held. After it has shipped, the address can't be changed.