Is it safe to use my credit/debit card ?

How much is postage and packaging ?

Can I order from outside the United Kingdom ?

How will I know my order has been received ?

When, and how, will my items be despatched ?

When do I pay for my order ?

What if I don't want to use my credit card ?

Can I pay in any currency ?

What is your exchange and returns policy ?

Do you have a privacy policy ?

What should I do if I have a complaint ?

What methods of payment do you accept ?

Security and Fraud ?

Product / pricing changes and safety standards ?

What will it show on my credit card receipt ?

Ordering Multiple Duplicate Items ?

Is it safe to use my credit/debit card?
Yes, it is completely safe to use your credit card to order on-line via our website. We know of no documented cases of credit card fraud using our shopping system. All personal information and credit card numbers are encrypted in the software when the order is placed using 256 bit encryption. They are only decrypted after they reach our computer, which is inaccessible from the Internet. We use a Positive SSL Comodo Certificate. They cannot be read by anybody but ourselves. We also ensure none of our staff have access to your credit card numbers therefore further limiting the movements of your details. In fact it is safer than using your card at a shop or petrol station, so go ahead - it’s secure!
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How much is postage and packaging?
For standard packing within the United Kingdom we make a charge of £3 per parcel and normally will take 2-3 working days. European delivery will cost a minimum of £7 and may take up to 5 working days but this depends on your country’s delivery system. For International delivery the cost will be a minimum of £10 and may take up to 7 working days but again depends on your country’s postal system.  For outside the UK the P+P is calculated on an escalator system which takes size and weight into consideration.  See the actual cost when you are at the checkout. Sazoo is reliant upon the courier and cannot be held responsible for any parcels which do not arrive in time for what ever reason including delays in the postal system or adverse weather conditions.
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Can I order from outside the United Kingdom?
Orders will be taken from most international customers and will be processed in the normal manner. Although we will try our best to help you minimise import duties and taxes, it is your responsibility and not ours, to pay any import duties and taxes which may be applied to any delivery in order for your package to clear customs. For more information regarding your country's custom policies, please contact your local customs office. Sazoo does not collect duties and taxes on behalf of the destination country and cannot predict what your particular charges may be. For parcels outside of Europe and which require a customs declaration we will endeavour to send parcels in plain packaging with no paperwork as not to attract the attention of customs in the delivery country.
PLEASE NOTE: We will not deliver to the following countries - Argentina, Ascension, Barbados, Belarus, Brazil, Burma/Myanmar, Chile, Columbia, Democratic Republic of Congo, Ecuador, Eritrea, Federal Republic of Yugoslavia and Serbia, International Criminal Tribunal for the Former Yugoslavia, Ghana, Indonesia, Iran, Iraq, Ivory Coast, Jordan, Kuwait, Latvia, Lebanon and Syria, Liberia, Mexico, Nigeria, North Korea (Democratic People's Republic of Korea), Paraguay, Republic of Guinea, Singapore, Somalia, South Africa, Sudan, Tunisia, Trinidad & Tobago, Uganda, Ukraine, Uzbekistan or Zimbabwe.
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How will I know my order has been received?
We will e-mail you when your order has been received. We will also e-mail you when the order has been shipped.
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When, and how, will my items be despatched?
Despatch will normally be within 2-3 working days and up to 10 days for non-stock items.  In the UK delivery will normally be by Royal Mail recorded post and therefore requires a signature. You may also select Special Delivery at an extra cost (We only send out Monday to Thursday only as when you send on Friday there is a £2 surcharge due to Saturday delivery). Its important to know that Special Delivery does not necessarily mean we ship your parcel sooner but once it is sent then it should arrive the next day by 1pm whereas Recorded Delivery does not have any assurances. However, we can never guarantee the reliability of the courier service, therefore this should be taken into consideration when ordering and sazoo cannot be held liable for any items which are delivered late. During busy spells make order early as times may be increased. Special Offer items will normally not be sent by recorded delivery due to the reduced price of the items. However, we do obtain proof of posting. Should you place a shipping note or request which entails the item to be left somewhere or with someone other than with the purchaser, Sazoo will be unable to support in the search for any lost or misplaced parcels and is excluded from the 10 day returns policy. In the unlikely event that a parcel is lost Sazoo will provide you with the tracking number but it is your responsibility to file a claim with Royal Mail. For an up to date delivery estimate please call us.
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When do I pay for my order?
We will ask for your credit card details when you have confirmed your order at the checkout. Your credit card will be charged when your order is ready to be shipped.
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Ordering Multiple Duplicate Items?
We would request that you refrain from ordering multiple items of the same product either side of the size you require. This limits the stock we hold and may result in other people not being able to order the product they require. We would strongly suggest that you email us stating the product you require, the colour wanted and the measurements of the child including if they are particularly small or large for their ages and whether there are any other special considerations which we should make. This will also help in you not having to send stock items back for exchange or refund which is at your cost and should always be insured.
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What methods of payment do you accept?
If you select the credit card option we accept Visa, Mastercard, Switch, Delta, Solo and Maestro. We cannot accept American Express, JCB, Diners, DCC or any other type not shown above. You can also pay using PayPal which takes a much larger range of cards and you do not have to set up an account with them to pay for your order.
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What will it show on my credit card receipt?
As sazoo.co.uk is part of our store and warehouse brand, you will see that your receipt shows sazoo which is based in Derby, England.
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Security and Fraud?
To protect our customers and prevent delays to your orders, sazoo.co.uk will actively check the authenticity of each and every transaction.  Sazoo promise to serve their customers well and provide competitively priced products therefore we must verify that your order is legitimate.
Security is of Paramount Importance to Us. We use the latest firewall / antivirus / antispyware and security software. Your details are encrypted when they are transmitted to us. We have been selling online since 2000 so your details / orders are safe. We always shred all confidential information to protect our customers from identity theft. We do not store any unnecessary information about you and always ensure that this information is safe. We only use a PO Box address for one reason - to reduce on junk mail. You can write to us requesting our full postal address which will be provided to genuine customers. It will not be provided to any marketing companies.
Be safe when shopping on-line !!
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What if I don't want to use my credit card?
We currently only take orders which have been processed through the internet. You have to use your credit card to make a payment either through our encrypted secure server system or via the PayPal payment centre. We no longer allow postal orders. The main reason for this is security as the banks use this information to process the order and determine whether it is genuine.
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Can I pay in any currency?
Currency Confusion - Shopping in foreign funds - made easy! Even if you don't have any UK pounds, you can still buy our products. We will charge you in UK pounds, and the equivalent value in your own currency will be deducted from your credit card (subject to the usual currency fluctuations). There are many currency conversion facilities online that you can use to determine a reasonably accurate estimate of a purchase in a foreign currency. We recommend the Yahoo Currency Converter: http://finance.yahoo.com/currency?u
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Product / pricing changes and safety standards?
Due to regular changes made by manufacturers to the styles and colours of the garments they produce, products may not always match the picture shown in style or shade. Sazoo.co.uk reserve the right to change without prior notice or send a suitable alternative if the exact selection is not available. Prices are only valid on order completion. While colour photography and printing are as accurate as possible, slight variations from the original may occur. You may see E&OE meaning Errors and Omissions Excepted on the bottom of some of our pages. All products comply with the appropriate safety and consumer regulations.
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What is your exchange and returns policy?
At sazoo.co.uk your satisfaction is important to us. All items we sell we personally inspect ourselves prior to shipment. We do not sell inferior quality or seconds. Unsoiled items in original packaging / condition (tags also must be attached) may be returned for exchange or refund of purchase price strictly within 10 days of receipt. We comply with The Consumer Protection (Distance Selling) Regulations 2000. Please only return the items which you require refunding or exchanging, as it is not necessary to send the whole parcel (Items signifies all the items which are part of that particular set). However, in order for us to be competitive, any parcel returned for exchange (and any subsequent returns) will be subject to a small handling and posting charge of £3 (taken from your original credit card) for the UK, £7 for Europe and £10 for the rest of the world.

Your packing slip or order number is required to process your return. Shipping and handling fees are non refundable under any circumstances. Sazoo.co.uk cannot be responsible for lost or misdirected returns, so for your protection, prepay and insure all returns and send them to the postal address shown in the contacting us section. Ensure you place your own address on the rear of the parcel should it not be delivered to us and returned back to you. This does not affect your statutory rights as a consumer. We are unable to accept returns on special offer dickie bows, frilly pants, socks or tights. Any returns which arrive back after the 10 day period or have not provided email confirmation of return will be refused even in exceptional circumstances (extra time may be permitted for overseas customers returning parcels - enquire). We increased our policy for returns from seven to ten days from receipt in 2009 by customer request and as we order based on what we sell then we feel this is a fair period for you to assess whether the product is satisfactory so please do not ask for any extensions as this significantly affects our stock position and ultimately affects the price you pay so in order for us to be competitive we have to be strict. We aim to process refunds within 2-3 working days of parcels being returned to our warehouse but funds can take up to 7-10 days to show back on your card / PayPal account (immediate) depending on the speed of your bank. Any losses or damage must be reported within 24 hours of receipt.
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Do you have a privacy policy?
When placing an order you will receive a confirmation e-mail from us after the transaction is complete.

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We will give you the chance to refuse any marketing email from us. The type of information we will collect about you includes:
· your name
· address
· phone number
· email address
· credit/debit card details

We will never collect sensitive information about you without your explicit consent. We will never share, distribute or sell any of your information to third parties whatsoever.

If you have any questions/comments about privacy, you should email us.
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What should I do if I have a complaint?
Complaints can be a useful source of information about how others see us, and how we are serving our customers. Whether the complaint is justified or not, the person making the complaint feels aggrieved with the service we provide. Therefore we have an established procedure for monitoring and dealing with complaints to restore the customer's confidence in sazoo for the future. If you feel you have a complaint please email us or write to us at the address in the contact us section. The below link takes you directly to the page:

Customer Service Form

You will hear from us within 3 working days of your complaint with the steps we propose to resolve matters.

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