Transparency, Guarantee, and Customer Satisfaction.
At Sakume UK, we ensure that every order reaches its destination safely. This is our promise to you.
If your package is officially declared lost by the carrier or if it is not delivered to the address provided, we take full responsibility.
👉 Solution: We will immediately arrange a FREE replacement shipment. You do not need to pay any extra fees.
If your parcel comes back to us because of a wrong or incomplete address, or because it was not collected, contact us and we will arrange a new delivery. Reshipping costs 10 USD (or the equivalent in your currency).
ℹ️ This fee is charged by the carrier for the new delivery, not by Sakume – we do not add anything on top. Please double-check your address and phone number when you order.
⚠️ Please note: Sakume UK is not responsible for any abandoned packages that are disposed of or destroyed by the carrier due to non-collection.
If you receive an item that does not match your order (wrong size, wrong print, wrong color) or if it arrives damaged:
👉 Solution: We will resend the CORRECT product for free.
Simply contact us with a photo of the issue. We will rectify the error by manufacturing and shipping a priority replacement. Your satisfaction is guaranteed.
We do not offer a return service. Our products are made to order and personalised for each individual order – production only starts after you order. For goods made to the consumer’s specifications, the statutory 14-day cancellation right does not apply (regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you are not satisfied with a product, our 20% refund policy applies; faulty, damaged or wrong items are handled by our after-sales team. Your statutory rights for faulty goods under the Consumer Rights Act 2015 are not affected.
If the product matches your order but you are not satisfied with it:
- Contact us within 7 days of delivery.
- No need to send it back – you keep the item.
- We refund 20% of the amount you actually paid for the item (after any discount code – not the original price). Example: item price £100, 10% code, amount paid £90 → refund £90 × 20% = £18.
- Note: Shipping costs are not refunded.
Contact us: [email protected]
We respect consumer rights and aim to deliver exactly what you ordered. In the event of an error on our part (product not as described, printing error) or loss in transit, we guarantee a 100% compliant replacement to ensure you receive the item you paid for.
