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CUSTOMER SERVICE

WHAT IS 'SAVE FOR LATER'?

You’re able to ‘save’ items for later in your saved items list for 6 months, so if you’re browsing the website and aren’t ready to buy anything straight away, you can ‘save’ the item in your saved items list ready for when you want to buy – and you can keep tabs on your must have items in the meantime.

Contents

– Where can I find the ‘Save for later’ button?
– How long will the item stay in my ‘Saved items?’
– Does ‘Save for later’ reserve the item for me?

Where can I find the ‘Save for later’ button?

The heart icon is on each product page next to the bag icon. To view your saved items list, just click ‘saved items’ at the top right hand side on any page of the website.

If you’re using the app you’ll be able to save items to boards to allow you to group your favourite items together. When you click the heart on an item through the app you’ll be able to choose which board to add it to, or you can move things already in your saved items to an appropriate board.

How long will the item stay in my ‘Saved items?’

When you save an item for later, it’ll be added to your ‘saved items’ list for 6 months. After 6 months, the item will be removed from the list.

Once an item is added to your saved items, you’ll be able to see if an item has reduced in price since adding it to your saved items list, if the item is out of stock in your chosen colour/size or if it’s out of stock completely. You’ll even be able to see if the item is low in stock so you can snap it up before it goes out of stock.

Does ‘Save for later’ reserve the item for me?

Please note, saving an item for later does not reserve the item for you – items placed in your saved items list can still be bought by other customers. Items can only be reserved for you for 60 minutes, once they’re added to your shopping cart. If they stay in your shopping cart for longer than 60 minutes, they’ll be automatically moved to your saved items list, where they will no longer be reserved for you.

I'M HAVING TROUBLE LOGGING INTO MY ACCOUNT, WHAT CAN I DO?

You need to sign into your account before you can shop with us or if you want to see or track your orders.If you receive a message that says your email address/password isn’t recognized, please follow the steps below:

Step 1
Check your email address

Make sure you’re using the same email address and password you registered with.

Step 2
Change your password

If you can’t remember your password, simply click on the “forgotten password” link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.

If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes. If your account is locked, you can also reset your password.

Step 3
Delete your Cookies

Try deleting your cookies, we’ve often found that clearing these means you can regain access to your account. Please be aware, this may also remove any items from your basket or Saved Items if you’re not logged into your account before clearing your cookies. For some instructions on how to do this, click here.

Step 4
Contact us

If after this you still can’t sign in, contact our Customer Care team using the options below, giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.

I'M HAVING ISSUES USING THE WEBSITE, WHAT SHOULD I DO?

We suggest that you have the latest version of your operating system provider e.g. Windows, OSX etc.

If you’re still having problems, contact our Customer Care Team and include:

  • As much detail as you can about the issue
  • Screen shots of any error message you get
  • Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
  • What you have done so far to try to resolve it

I'M MISSING A PRODUCT FROM MY ORDER, WHAT DO I DO?

Step 1
Check if the items were sent separately

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.

Step 2
Contact us

If an item is missing, please contact our Customer Care team using the options below with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

I HAVE AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?

We want to sort out any issues with incorrect items straight away.

If one of the items you received isn’t what you ordered, please send it back to us and we’ll refund you as soon as it’s arrived back at our warehouse.

Please fill in the section on the back of your delivery note to say the item is incorrect and put the note in your parcel when you send it back. Do ask for proof of postage and ensure you keep it safe in case we need to look at it later on.

If you still want the order and they’re still in stock, please order them through our website as normal. The easiest way to do this is to log into ‘My Account’, view your original order, and then add the items to your shopping bag.

CAN I CANCEL MY ORDER WITH YOU AFTER I'VE PLACED IT?

If you need to cancel your order for any reason there are varying time limits in which you can cancel your order depending on what delivery option you’ve chosen:

  • Express Delivery – 15 minutes after completing your order
  • Standard Delivery – 60 minutes after completing your order

To cancel your order, just follow these steps:

Step 1
Log into ‘My Account’ and view your recent orders

Step 2
Click on the ‘Cancel/ View’ button next to your order. This button will take you to a summary of your order with the option to cancel at the bottom. You’ll need to choose this and select a reason for the cancellation. If you’ve been able to successfully cancel your order, you’ll receive an email and the status will change to ‘Cancelled’.

When you place an order with SAIIDI, the funds are reserved for us – we don’t actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don’t take the money however it may take up to 10 days for your bank or card issuer to make your funds available to you again.

If the cancel option is not available, then it is too late to cancel the order. However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy please

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