Frequently Asked Questions


What is your money back guarantee?

We are extremely confident of the high quality of our goods but appreciate that in some rare cases issues with goods may arise. It is of paramount important to us that when that happens we resolve the matter in a prompt and satisfactory manner.

You may cancel an order within 7 days of delivery for a full refund should you wish. You will however, be liable for shipping costs unless the return is due to our error or a fault on the item. Please note that we are unable to exchange items unless they are damaged, defective, or incorrect. The only exception to this being items of clothing. Please see below.

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Can I exchange or refund clothing?

We appreciate that when buying clothing over the internet it can be difficult to judge the fit of a garment. For that reason we do offer exchanges or refunds on clothing items even if they are not faulty. In the event of an item of clothing not fitting we are happy to exchange for a different size, however as free delivery is given in the first instance only we must ask that postage back to us be paid as well as the return postage to yourself.

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What happens if my item is faulty?

At Sakuma we strive to give the best quality goods and service so if a product is faulty we are happy to offer a full refund or exchange via the procedure below:

  1. The faulty product will be returned to us at the customers cost. The item/items will need to be returned with a copy of our correspondence with the customer for our reference. This will enable us to process your return/refund as quickly as possible.
  2. Upon receipt we will inspect the goods for the reported fault and, should the goods be found to be faulty as claimed, we will contact the customer to arrange a refund or exchange as per their wishes.

Please note that return delivery to the customer on exchanges will be paid for by us in the event of faulty goods.

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How long will delivery take?

We will of course do our best to send all deliveries out as soon as we possibly can, with the majority being dispatched within 18 hours of your order being placed. However, as a general rule you should allow 2-5 business days for receipt of goods. Should an item be of particular urgency please do contact us directly and we will see what we can do for you.

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What happens if my delivery is lost in the post?

Please note that although we are not responsible for items that are lost or delayed by the Post Office we will, in the event of confirmed non-delivery, replace the goods but only 14 days after dispatch (Which is the earliest a claim can be made with the Post Office).

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What payment options are available?

We accept the following cards for payment online:

Visa, Visa Electron, Visa Debit, Mastercard, Maestro, Solo.

Should you wish to wish to make payment via another method please contact us by phone and we will do our best to meet your requirements.

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What are the shipping costs outside of the UK mainland?

Please follow this link to our shipping costs.

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Do you offer combined shipping?

We can combine orders to save on shipping costs, however please note that it is always best to add all products onto a single order if possible. Please contact us if you have any queries regarding to this.

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