Frequently Asked Questions
- Are you discreet?
- Can I order by telephone?
- How much does delivery cost?
- How can I contact you?
- How can I get details of my order progression?
- How fast will you respond to my email?
- Are you VAT registered?
- How can I pay for my order?
- How can I place an order?
- How do I buy?
- How do I return goods to you?
- How do I shop?
- How will my products be shipped?
- Is your online ordering system safe?
- What do the sizes equate to?
- What if I have a query?
- What if I want to cancel my order?
- What if you cannot obtain the item I have ordered?
- What will show on my credit card statement?
- When will I receive my goods?
- When do you class the transaction as being completed?
- Will my order carry a guarantee?
- How are bulk buy discounts calculated?
- What does discontinued mean?
- What does to follow mean?
- Can I re-order the display?
Are you discreet?
We ensure that all dealings with our customers are carried out in a discreet manner. Your credit card will be billed as Saturn Products Ltd and all goods are delivered in plain boxes with the return company as Saturn Products Ltd. Please note, however, we reserve the right to refuse delivery to PO boxes. Therefore if you want a present as a surprise or need descretion and want it delivered elsewhere please give a normal address as the delivery address.
We may, at times, send you emails or letters detailing special offers. You can opt out of these mailings by emailing us. If you do this the only correspondence you will receive from us are your orders.
Can I order by telephone?
Telephone us on 0333 011 8266, our office hours are 9am - 5 pm Monday to Friday, outside these hours there is always an answering machine on. If we cannot take your call we are probably helping other customers and so please leave you name and telephone number and we will telephone you back for your order. Do not worry about discretion on the callback as we will introduce ourselves as Saturn Products Ltd.
How much does delivery cost?
Super Saver Delivery (Royal Mail 48) in the UK, Channel Islands and Isle of Man is free for all orders and Standard Delivery (Royal Mail 24) is free for orders over £50. Under £50, Standard Delivery costs £3.75. For a full breakdown of shipping costs click here.
How can I contact you?
You can contact us by Telephone, Fax, Email or Letter. We welcome customers contacting us for any reason whether it be a complaint or a compliment.
How can I get details of my order progression?
If you log in to your account and go to the "tracking messages" section you can view details of your order progression. Alternatively you can contact our customer services and we will be happy to advise you of your orders progress.
Orders are usually despatched with 1 - 2 days, however please bear in mind that some of our clothing products are specially made and are designer brands and so delivery can take a little longer at times. However all orders are despatched within 28 days and usually within 3 days. If there are likely to be problems with an order or an order is likely to be delayed we will contact you as soon as possible to explain the reason. If you do not wish to wait we will give you suggestions of alternatives or offer a full refund. The choice will always be yours.
How fast will you respond to my email?
We respond to all queries as quickly as possible, usually within 1 working day.
Are you VAT registered?
Yes, our registration number is 200 0255 90 and all prices on our site include VAT at the appropriate rate.
How can I pay for my order?
If you use our online ordering system you can pay by Credit Card or Debit Card. You can also use our offline ordering system where you can pay by Cheque, Postal Order or Cash. However, we advise our customers not to send cash through the post unless 100% necessary and then by recorded delivery only.
How can I place an order?
You can place an order via our online ordering system, or alternatively you can place an order by telephone, fax, email or post. If you decide to place an order by email please DO NOT send us your credit card details in the email we will telephone you back and ask for them.
How do I buy?
When you have placed the items you wish to purchase in your online basket simply click on the checkout button located at the top of the menu on the left hand side of your screen. This will then take you to our ordering page where you are requested to input your delivery details and payment details.
How do I return goods to you?
Due to the personal nature of many of our goods and the copyright issue with books and DVDs/Videos, we are unable to accept returns for refund or credit, unless a product is faulty.
If you have purchased clothing, which does not fit, please return it to us within 14 days (in a resaleable condition) stating which size you would prefer along with your order number, name and address. The address to return your items to is:
Saturn Products Ltd,
Common Lane Inustrial Estate
We recommend that you return items to us using Royal Mail Recorded Delivery to ensure that the package can be tracked.
How do I shop?
You can navigate our site by clicking on the menu on the left hand side of your screen. When you find an item you wish to purchase select the size and colour (if any) from the dropdown menus, select the quantity you wish to order (the default is one) and click the buy button.
When you have all of the item you wish to purchase click on the checkout button at the top of the menu. You will then be taken to our checkout pages.
How will my products be shipped?
We use Royal Mail Recorded Delivery to ship the majority of our products. Larger orders and larger items are sent by Interlink.
Is your online ordering system safe?
A company called SagePay provides our credit card handling. These people specialise in credit card purchasing via the Internet and use the latest 128-bit encryption technology. The credit card number is checked against your address for verification and if there are any discontinuities the transaction will not be authorised. It is so safe that we would recommend people use this service instead of sending credit card details through the post.
What do the sizes equate to?
A full size chart can be located by clicking on the "Size Guide" button.
What if I have a query?
If you have a query you can use our online form, email us, or telephone us on 0333 011 8266 and we will gladly answer any questions you have. If you telephone us and you get an answer machine it is probably because we are dealing with other customers, please leave you name, contact number and brief details of your query and we will telephone you back. We return all messages within 24 hours.
What if I want to cancel my order?
If you wish to cancel your order please contact us as soon as possible.
What if you cannot obtain the item I have ordered?
If we cannot obtain an item (i.e. if our suppliers have stopped producing the item), we will endevour to obtain a next best alternative for you that is at least equal to the value of the item you originally ordered. This may not be possible with regards to lingerie and if it is not possible we shall contact you and ask if there is anything else you would like or whether you would like a refund.
What will show on my credit card statement?
The name that will show on your statement is Saturn Products Ltd.
When will I receive my goods?
Orders are usually despatched with 1 - 3 days, however please bear in mind that some of our clothing products are specially made and are designer brands and so delivery can take a little longer at times. However all orders are despatched within 28 days and usually within 5 days. Our current statistics are 98% of orders despatched within 1 working day, 99% of orders despatched within 4 days, 100% of orders despatched within 10 days.
When do you class the transaction as being completed?
We class the transaction as being accepted by us when the goods are despatched to you, the customer.
Will my order carry a guarantee?
If any item is faulty we will happily exchange it for you. You can cancel an order upto 8 working days after receipt, you must then arrange for the items to be retruned to us. Due to the personal nature of most of our products we can only exchange items that are unused, this is something that we are sure you can appreciate and cannot offer refunds or credits on items of a personal nature or on books and DVDs/Videos where the seal is not intact (due to the copyright issue). Please enclose with the item a brief letter explaining the problem and containing your name, address and order number.
How are bulk buy discounts calculated?
Bulk buy discounts are based on a percentage of the lowest priced product in the deal that is added to the basket. For example a free item is calculated as 100% of the price of the cheapest item off your shopping.
If a multiple of the offer is purchased then the discount will be a multiple of the lowest priced item. For example if the lowest priced item costs £3.00 and two lots of the deal are purchased, the money saved (on a "get one free deal") will be £6.00.
What does discontinued mean?
Unfortunately all suppliers discontinue lines from time to time. If this happens with one of your items we will mark it on your order and refund the cost of the item to you.
What does to follow mean?
We try to keep as many items in stock as is possible; however occasionally we are out of stock of some items whilst we wait for a delivery from one of our many suppliers. If this happens with one of the items you have ordered we will send the rest of your order to you. The outstanding item (or to follow item) will then be sent to you as soon as we receive it from our supplier.
Please note that any to follow items are sent to you at no further expense to you, we cover the extra postage costs.
Can I re-order the display?
Yes you can re-order the display so that you view the newest items first, alphabetically, by price or by a number of other methods. You can also change the number of items on a page so you can have 5, 10, 15 or 25. Below is a table with examples of all the combinations:
|Quantity||5 per page||10 per page||15 per page||25 per page|
|New Arrivals First|
|New Arrivals Last|
|Lowest To Highest Price|
|Highest To Lowest Price|
|Product Name (A - Z)|
|Product Name (Z - A)|
|Product Code (A - Z)|
|Product Code (Z - A)|
|Manufacturer (A - Z)|
|Manufacturer Then Price|