Shipping/Delivery FAQ’s

UK Delivery Prices

We offer free delivery for all orders to UK, with no minimum spend required. We use Royal Mail 24 or DPD, dependant on the size of the parcel.

We also offer Express Delivery if you need your order in a hurry. The services we use are:
• Royal Mail Tracked 24: £5.95
• DPD Next Day: £9.95

Europe Delivery Prices

We offer free delivery for all orders to Europe, with no minimum spend needed. We also offer Express Delivery if you need your order in a hurry, which costs £9.95.

We use a network of reliable couriers which is dependant on your location.

International Delivery Prices

We offer worldwide delivery to every country across the globe. International shipping will cost £29.95 and we will always use an express delivery service so your order will arrive as quickly as possible.

What happens if I haven’t received my order?

If you haven’t received your order, please ensure you have provided us with all the correct information. If all the information on your order is correct, please contact our Customer Service by clicking here so we can help.

If your address or contact details on your order aren’t correct, please contact us as soon as possible so we can update this before your order is dispatched. Unfortunately, if the incorrect information provided affects your delivery, you will be responsible for any additional costs that may occur to re-deliver your order. 

What happens if I don’t collect my parcel?

If an order is returned to us due to the customer not collecting it in time, we may charge you for redelivery. Even if you got free delivery for the first attempt, we will only charge the price it costs us to resend it to you, whatever that price will be.

We will consult you first so you can choose which delivery option you would like and we will always tell you the cost of each service before you decide. 

How will I know when my parcel has arrived?

Our couriers will always attempt a home delivery first. Should you not be home when delivery is attempted, the courier will leave a note in your postbox with information about collecting your parcel or having it redelivered. 

Can I have my order delivered to a PO Box?

Unfortunately, our network of couriers don’t allow delivery to a PO Box. Should you use a PO Box address in your order, one of our team will get in touch to get an alternative address for delivery.

How do you ship orders?

We work with a trusted network of couriers for our domestic and international deliveries. Your order will always be well packaged so it arrives in perfect condition. Packaging depends on the size of your order. For more information, please see our Packaging and Delivery Page.

How long will delivery take?

We aim to dispatch all orders as quickly as possible. Prints are usually dispatched within 1-2 business days. Framed prints are usually dispatched within 5 working days as all frames are hand-made to order. Personalised gifts are engraved to order so are usually dispatched within 3 working days.

UK deliveries are usually made within 1-2 days. International deliveries will usually reach you in 5-7 working days. We will send you a tracking link for your order so you can monitor it and know when to expect it. 

Please note that most couriers are currently facing delays due to COVID-19 and an increase in parcel volumes. Saffa Designs unfortunately have no control over this, so please visit the official website of the courier who’s handling your parcel for up-to-date information. 

Where does my order ship from?

Saffa Designs have production labs in UK, Europe, Australia and USA for prints and framed wall art. We will always endeavour to dispatch your order from the closest production lab, to cut down delivery time and our carbon footprint. All personalised gifts are dispatched from our UK studio.

Please feel free to contact us if you would like more specific information about your order and we will be happy to help.

Can I change my delivery address after placing an order?

As long as we haven’t dispatched your order yet, we should be able to change the address for you. If you need to change your delivery address, please contact us and we will be happy to help. 

If your order has already been dispatched, please contact the courier who’s handling your delivery and ask them if they can re-route your parcel. If this is not possible, we will unfortunately have to wait till the item is returned and we will then contact you to confirm the address.

Returns & Refunds FAQ’s

What is our Returns Policy?

We want you to love your new purchase. If you’re not completely satisfied or anything’s wrong with your order, we offer a no-questions-asked full returns policy for total peace of mind. Please note however that personalised products can’t be returned unless they arrive damaged or faulty.

Simply return your products to us in the original packaging for a replacement or a full refund.

Please note the customer is responsible for return postage unless the item has arrived damaged. 
To read our full returns policy, please click here.

Is there a fee for returns?

The customer is responsible for the delivery fee for a return, unless the item arrived damaged. 

How do I request a return?

To return your order, please start by completing our Returns Form by clicking here. We will then send you instructions and information about your return. 

How do I exchange a product?

If you would like to exchange your item for something else, please contact us to discuss this and we will arrange this for you.

Alternatively, as soon as we receive your return, we will issue a full refund and you can then place a new order. 

Do I need to return a damaged product?

Usually, we won’t need you to return a damaged product once we have received photos of the damage. If we need to investigate the cause of damage for things such as a product fault, we may ask you to return it. On these occasions, we will arrange for a courier to come and collect the damaged item at no cost, to save you any inconvenience. 

What do I need to do if my order arrives damaged or incorrect?

If your order arrives damaged, or incorrect, we want to resolve this for you as soon as possible. Please email us:
• The email address you used when placing your order
• Order number
• Customer name
• Photos of the damaged or incorrect item
• Photos of the packaging, if your order arrived damaged
We will then get in touch with you about resolving this as quickly as possible. 

How will I receive my refund?

We will refund your order to the card you used when placing your order. If you paid via PayPal, we will either credit your PayPal balance, or refund to the card you used.

If you would like further clarification, please contact us and we will be happy to help.

When will I receive my refund?

We aim to refund all orders as soon as we receive them back, but at the latest within 5 days. Please note that we must have received your returned order before we can issue a refund.

Order FAQ’s

How do I know if my order went through successfully?

You will receive an order confirmation email from us as soon as you place your order. If you have not received this email, it’s possible there may have been an issue with your transaction. Please get in touch with us and we will get this resolved for you.

What happens if I enter the wrong information in my order?

If you have provided incorrect order details, such as delivery address, telephone number or email address, please contact us so we can amend your order.

If your order has already been shipped and the incorrect information results in a failed delivery, you will be responsible for any extra costs that may occur. We will always contact you first to provide alternative shipping options and their respective prices.

Can I make changes to my order after submitting payment?

If you want to make amendments to an existing order, please contact us as soon as possible. Changes are often possible if your order hasn’t been dispatched yet, but unfortunately we can’t guarantee that you can make changes to an existing order once it’s been placed.

Please note that if we can make changes to your order, this may result in a delay of your order being shipped. 

Can I track my order delivery?

We will email you a tracking link for your delivery as soon as it is dispatched. Please check your junk folder as emails occasionally end up in there. If you can’t find the tracking details, please contact us and we will be happy to help.

What happens if I don’t receive an order confirmation?

If you haven’t received a confirmation of your order, please check your junk folder as they sometimes end up in there.

If you can’t find the confirmation email, it’s possible you entered the wrong email address in your order. Please contact us and we can check if we’ve received your order and we can correct the email address.

It is also possible that your order didn’t go through for some reason, so please contact us before trying again to make sure you don’t get charged twice. 

How do I cancel my order?

If your order has not been dispatched yet, please contact us and we will aim to cancel it immediately. If your order has already shipped, we will of course assist you in returning the order for a full refund. 

Payments FAQ’s

Can I pay my credit or debit card?

Yes, you can pay by credit or debit card including Visa, Mastercard and American Express. We use Stripe and PayPal to facilitate card payments, both of which use bank level encryption and security for secure payments. 

Can I pay with my digital wallet?

Yes, you can pay with Apple Pay or Google Pay. Digital payments are facilitated by Stripe, our payment processor and use bank level encryption and security for secure payments. 

Can I pay by PayPal

Yes. We utilise PayPal to handle payments for orders. You can either use PayPal to pay by card, or you can use your PayPal account balance. 

Can I buy now and pay later?

Absolutely. We have partnered with Klarna, so you have the option to buy now and pay in 30 days or pay in 3 interest-free instalments. To find out more, please click here.

How do I use a discount code?

If you have a coupon code, you can add it in your basket or at the checkout stage to apply it to your order.

Can I pay by invoice?

Unfortunately, we do not offer payment by invoice at the moment. 

How can I delete my credit card or payment details?

If you would like to delete your stored payment method from your Saffa Designs account, please contact us and we will be happy to help.

Please be assured that we don’t store any of your payment details personally, we only have authorisation to use them. We use Stripe and PayPal to process all payments, both of which use bank level encryption and security, so your payment details are never visible or accessible to Saffa Designs. 

Managing Your Account

How can I create an account?

You can create an account for Saffa Designs here, or click the My Account button at the top right of your screen.

How do I unsubscribe from email communications?

To unsubscribe from Saffa Designs marketing emails, please click on the “Unsubscribe” link at the bottom of any email you receive. Please allow 24 hours for this to take effect. 

How do I reset my password?

If you have forgotten your password, or want to reset it, please click on the Login / Register tab at the top right of your screen. Under the Login section, click Lost your password? You will then be requested to enter your username or email address.

Once complete, we will send you an email with a link to reset your password. Enter a new password and once confirmed, it will be updated. 

How can I delete my Saffa Designs account?

If you would like to delete your account and any information we hold on you altogether, please email [email protected] or contact us and our data protection officer will be happy to help.