Shipping policy

Order Processing

Orders are normally processed and dispatched within 1–2 working days, beginning on the next working day after the order is placed and payment has been successfully processed. The day on which the order is placed is not counted.

Working days are Monday to Friday, excluding UK bank holidays. For orders placed during weekends or on UK bank holidays, the next working day will count as the first processing day.

Processing periods are estimates. Additional time may occasionally be required for payment or security checks, stock verification, pre-orders, back-orders, unusually busy periods or circumstances outside our reasonable control.

UK Delivery Area

We currently deliver to eligible addresses within the United Kingdom, including England, Scotland, Wales and Northern Ireland.

A delivery address must be accepted by our checkout and the relevant carrier. We reserve the right to refuse or cancel an order if a carrier cannot safely or reasonably serve the address, the address is incomplete or invalid, or delivery is subject to restrictions outside our reasonable control.

If we cannot deliver an order to the address provided, we will contact you where reasonably possible. If we cancel the affected order or product before dispatch, we will refund the amount paid for it.

We do not currently offer international delivery. Orders placed through our online store must have a valid and eligible UK delivery address.

UK Delivery Options

We offer the following UK delivery options:

  • Standard Delivery – Free: Orders are normally sent using Royal Mail Tracked 48 and usually arrive within approximately 3–5 working days, starting from the next working day after the order is placed and including processing time.
  • Royal Mail Tracked 24 – Additional charge: Orders normally arrive within approximately 2–4 working days, starting from the next working day after the order is placed and including processing time.

The charge for Royal Mail Tracked 24 will be shown at checkout.

Royal Mail Tracked 24 and Tracked 48 are service names and provide estimated delivery times rather than guaranteed delivery dates. Selecting an upgraded delivery service does not shorten our normal order-processing period.

We may use another suitable tracked carrier or an equivalent or higher delivery service where reasonably necessary. No additional charge will be made without your agreement.

Deliveries to certain remote or restricted locations may take longer.

Delivery Estimates and Delays

All processing and delivery periods stated in this policy are estimates unless we have expressly agreed a guaranteed delivery date with you in writing.

Deliveries may occasionally take longer because of carrier disruption, adverse weather, public holidays, industrial action, unusually busy periods, security incidents, transport disruption or other circumstances outside our reasonable control.

We will take reasonable steps to assist with a delayed delivery, but we cannot guarantee carrier delivery estimates. To the extent permitted by law, we are not responsible for delay or failure caused by events outside our reasonable control.

Nothing in this section limits any right or remedy that cannot legally be excluded.

Discreet Packaging

We use plain, discreet outer packaging and do not identify the products contained in the parcel on the outside.

The outer packaging will contain the delivery information, postage markings and any sender, return or tracking information reasonably required by the carrier.

Dispatch Confirmation and Tracking

Once your order has been dispatched, we will send a confirmation to the email address or mobile number provided with your order.

The confirmation will normally include a tracking number or link to the carrier’s tracking service. Please allow up to one working day after dispatch for tracking information to become available.

You should monitor the tracking information and promptly follow any carrier instructions concerning delivery, redelivery or collection. Failure to arrange redelivery or collect a parcel may result in it being returned to us.

Pre-orders, Back-orders and Unavailable Products

Where a product is available for pre-order or is temporarily on back order, the estimated availability or dispatch date will be shown on the relevant product page wherever reasonably possible.

Availability and dispatch dates for pre-ordered or back-ordered products are estimates and may change.

If an order contains both available and pre-ordered or back-ordered products, we may:

  • Hold the order until all products are available;
  • Dispatch the available products separately; or
  • Cancel and refund an unavailable or discontinued product.

We will inform you where an order needs to be materially delayed, divided or cancelled. No additional standard delivery charge will be applied for a divided delivery unless agreed with you in advance.

If we cancel an unavailable product, we will refund the amount paid for that product to the original payment method.

Delivery Address and Customer Instructions

Customers are responsible for providing a complete, accurate and eligible UK delivery address at checkout.

If you notice an error after placing your order, please contact us as soon as possible at cs@sagami.uk. We will try to amend the address before dispatch, but we cannot guarantee that changes will be possible after processing has begun or the order has been handed to the carrier.

We are not responsible for a delay or failed delivery to the extent that it results from:

  • An incorrect, incomplete or invalid address supplied by the customer;
  • Failure to provide information reasonably requested by us or the carrier;
  • Failure to monitor tracking or respond to a delivery or collection notification;
  • Refusal of delivery;
  • Failure to collect the parcel within the carrier’s collection period; or
  • Delivery instructions, diversions or address changes given by the customer directly to the carrier.

This does not affect our responsibility where the problem was caused by our error.

Failed Delivery, Non-collection and Returned Parcels

If a parcel is returned to us because of an incorrect or incomplete address, refusal of delivery, non-collection, unsuccessful delivery attempts attributable to the customer, or customer-issued delivery instructions, we may:

  • Ask you to pay the reasonable direct cost of return and redelivery before dispatching it again; or
  • Cancel the affected order and refund the amount paid, less any reasonable direct return or other costs that we are legally permitted to deduct.

Any redelivery charge will reflect our reasonable direct costs and will be explained before redelivery is arranged.

We will not charge these costs where the return resulted from our error, a faulty or incorrectly supplied product, or another circumstance for which we are legally responsible.

Delivery and Transfer of Risk

We remain responsible for the products until they come into the physical possession of you or a person you have identified to receive them.

If you instruct the carrier to deliver to a nominated neighbour, reception area or designated safe place, responsibility may pass to you once the parcel has been delivered in accordance with your express instructions, to the extent permitted by law.

If you independently appoint a carrier that we did not offer as a delivery option, responsibility may pass to you when the products are handed to that carrier, as permitted by applicable law.

Carrier tracking, delivery photographs, GPS information and other delivery records may be considered as evidence when we investigate a disputed delivery, but we will consider the circumstances of each case.

Delayed or Missing Deliveries

If your order has not arrived within the estimated delivery period, please:

  1. Check the tracking information.
  2. Check whether the carrier has left a delivery or collection notification.
  3. Check with other members of your household, neighbours, reception areas or any nominated safe place.
  4. Contact us at cs@sagami.uk if the parcel still cannot be located.

Please contact us promptly so that we can investigate while the carrier’s delivery information remains available.

You must provide any information reasonably required to investigate the delivery, which may include confirmation of the delivery address, details of any nominated safe place or neighbour, and completion of a carrier declaration where reasonably required.

Failure to provide reasonably requested information may delay or prevent us from completing the carrier investigation, but it will not remove any statutory rights you may have.

If the carrier confirms that the parcel has been lost, we will provide an appropriate replacement or refund in accordance with applicable law.

Damaged Parcels or Incorrect Products

If your parcel arrives damaged, or if you receive an incorrect product, please contact us promptly at cs@sagami.uk.

Please provide:

  • Your order number;
  • A description of the issue; and
  • Photographs of the parcel, delivery label, packaging and affected product where reasonably possible.

Where safe and practical, please retain the parcel, packaging and affected product until we have completed our initial review or confirmed that they are no longer required.

Do not use a product if its individual packaging, blister or seal appears damaged or compromised.

Providing this information helps us investigate efficiently with the carrier or supplier. This requirement does not affect your statutory rights where products are faulty, damaged, incorrectly supplied or not as described.

Cancellations, Returns and Return Costs

For full information about cancellations, returns and refunds, please refer to our Refund and Returns Policy.

For a change-of-mind return, customers are responsible for the direct cost of returning eligible products unless we expressly agree otherwise.

Our standard UK delivery service is free. If you selected Royal Mail Tracked 24 or another upgraded delivery service, the additional delivery charge will not be refunded for a change-of-mind cancellation or return, except where required by law.

Please contact us before sending a return so that we can provide the appropriate instructions. We may be unable to process an unidentified return until sufficient order information has been provided.

If a product is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it. Where a return is reasonably required, we will provide suitable instructions and cover the reasonable return cost in accordance with your statutory rights.

Hygiene and Safety Restrictions

For health protection, hygiene and safety reasons, condoms and other sealed intimate or personal care products cannot be returned following a change of mind once their product packaging or hygiene seal has been opened, removed or damaged after delivery.

This restriction does not affect your statutory rights where products are faulty, damaged, incorrectly supplied or not as described.

Changes to This Shipping Policy

We may update this Shipping Policy from time to time. The policy applying to an order will normally be the version in effect when that order was placed, unless a change is required by law or is more favourable to the customer.

Contact Us

If you have any questions about your order or delivery, please contact us at:

Email: cs@sagami.uk

Nothing in this Shipping Policy limits or excludes any statutory consumer right or liability that cannot lawfully be limited or excluded.

Last updated: 17 September 2026