FAQs

1. How can I place an order?
Once you have added all your desired items to your shopping bag, follow these instructions:

• Click on the "Shopping Bag" icon and proceed to checkout
• Enter all your required contact, shipping and billing information
• Click on ‘’Continue to Payment" and select your preferred payment method
• Click on ‘Complete Order’ and check your email for an order confirmation email

If you have signed in to your SAPPHIRE account, we will have your shipping and billing information stored. You will have the option to edit or add additional shipping and billing details.

2. Can I place an order on call?
Yes, you can place your order by calling us at +44-333-880-8245 and providing the required product code (SKU) and size / colour variant of the product you want to purchase.

3. Can I place an order online and pick it up from the store?
Unfortunately, we do not offer store pickups yet. We are actively working on bringing this facility to you as soon as possible.

4. How can I review my order after I have placed it?
After placing your order you will receive an Order Confirmation Email with all your order details. If you cannot find it in your inbox, check your junk / spam folder. Contact our customer service team at +44-333-880-8245 or email us at wecare@sapphire-online.com to confirm the status of your order if you do not receive this email.

5. Can I add items or make changes to an existing order?
You can contact our Customer Service team at +44-333-880-8245 or email us at wecare@sapphire-online.com to request changes to your order within 24 hours of order placement, given that the order has not been processed.

6. What is my order number?
Your order number will be used to identify your order and will be provided in the order confirmation email after you have placed your order.

7. What can I do if I find an issue / discrepancy in my order upon receiving it?
You can contact our Customer Service team by sending an email at +44-333-880-8245 or email us at wecare@sapphire-online.com to address any issues with your order.

• In case of incomplete order, after verification we will dispatch the missing item(s) to you
• In case of damaged or incorrect articles, you can choose to either exchange the articles or return them. Please see our Exchange & Return Policy to follow the process

8. Does adding an item to the shopping cart reserve it?
No, an item will only be reserved for you after you have confirmed your order at checkout.

9. Can I cancel my order?

• Customers can cancel orders at any time before the order has been processed
• Once the order has been processed, you will receive a tracking ID via email. As soon as the product has been delivered, our Exchange & Return Policy will be applicable to your order
• Sapphire holds the authority to cancel any order in cases, such as; the item is out of stock, pricing errors, or the credit card payment declined by the issuing financial institution

10. How can I check the status of my order?
Once your order is dispatched, a tracking number will be sent to you via email. You can use the tracking number to check the status of your order on Royal Mail’s website. Alternatively you can contact our Customer Service team +44-333-880-8245 or email us at wecare@sapphire-online.com to know your order status.

11. What taxes do I have to pay while placing an order?
All product prices are inclusive of taxes. 

1. What payment options do I have?

• PayPal
• Shop Pay
• Credit Card (VISA, MASTER, AMEX, JCB, DISCOVER, UNION PAY, DINERS, ELO)
• Apple Pay
• Google Pay

2. Is it safe to use my credit card to make payments?
All payment information on our website is processed on a fully encrypted and secure platform.

3. What should I do if my payment fails?
In case of payment failure, please verify if the payment information you have entered is accurate. If your account has been debited after a payment failure, it is normally reimbursed to your bank account within 7 business days. Please contact your bank for any further inquiries regarding payment failure. You can also email us at wecare@sapphire-online.com or call us at +44-333-880-8245 with your order number for the status of your payment.

4. Can the Billing Address differ from the Shipping Address?
We require both Billing and Shipping Addresses, which can either be the same or different. To use a different billing address, simply check the ‘Use a different billing address’ option under the ‘Billing Address’ section on the checkout page.

5. Will the amount be refunded if I cancel or return my order?
You will be offered online store credit against your order value if you cancel your order within 24 hours of order placement, given that the order hasn’t been dispatched. However, in cases where the ordered items are unavailable we will offer a full refund which can take up to 5 working days to process as per bank policy.

6. What is the process of coupon and gift card usage?
Enter the coupon or gift card code into the ‘Discount Code or Gift Card” field at checkout to apply it to your order.

Coupons can be issued for a particular amount or a discount percentage. If your order amount (including shipping charges) exceeds the coupon amount, the additional amount can be paid through credit card at checkout.

Please read the terms & conditions for the coupon code carefully. There may be an order amount limit and validity depending on the type of coupon issued. Certain products / categories may be restricted with a particular type of coupon. Coupon codes can only be redeemed online using the same email ID upon which the coupon has been issued.

7. What taxes do I have to pay while placing an order?
All product prices are inclusive of taxes.

1. What is the delivery time for a SAPPHIRE order?
Please see location-wise delivery timelines below:

- Mainland UK – 3 to 7 business days
- Scottish Highlands – 4 to 7 business days
- Channel Islands – 5 to 10 business days
- Northern Ireland - 5 to 10 business days

2. What are the shipping charges?
The shipping charges for an order under £65 is £4. Free shipping will be applicable on orders above £65.
Please note that free shipping is not applicable on any sale / discounted items.

3. Can I ship an order to Pakistan?
Yes, you can ship your order to Pakistan. Please click here to get your order delivered to Pakistan.

4. Can I ship my order to a different location?
Please click here to get your order delivered to a different location.

5. Does the order amount include shipping charges?
Shipping charges for all orders are mentioned separately on the checkout page. The total order amount charged will include shipping charges.

6. How do I check the delivery status?
Once your order is dispatched, a Tracking number will be sent to you via email. You can use the tracking number to check the status of your order on Royal Mail’s website. Alternatively, you can also check the delivery status of your order by using the Track Your Order section on our website.

7. Which couriers do you use to deliver orders?
All orders are delivered via Royal Mail.

8. How many times will the courier agent attempt to deliver my order in case I am unavailable to receive it?
Our courier partners make at least two attempts to deliver a parcel. Kindly ensure that correct address and area code is given while placing the order. On the second failed attempt, the item(s) will be returned to us.

9. Can I get the shipping address of an order changed after it has been processed?
It is only possible to change the address of a processed order before it has been dispatched. Please call Customer Care at +44-333-880-8245 or email us at wecare@sapphire-online.com to request any changes to your order.

1. Why is it mandatory to give personal information?
Customer information pertaining to name, card billing details and shipping addresses are necessary to process any electronic transactions via credit/debit cards. These are essential inputs into the fraud detection mechanisms.

2. Is my personal information secure?
Sapphire Retail International Limited is dedicated to protecting your privacy under the Data Protection Act (2018), Part 2, within the UK GDPR ‘Right to be Informed’. Our policy recognizes the importance of protecting your personal information; explaining what personal information constitutes, how we use the information, who has access to your data, and what are your rights regarding your personal information.

Please review our detailed Privacy Policy here.

3. What are cookies and why should I know about them?
A cookie is a small text file that is saved to, and, during subsequent visits, retrieved from your computer or mobile device. We use cookies to enhance and simplify your visit. We do not use cookies to store personal information or to disclose information to third parties but rather to store your choice of start page and to store your details. Session cookies are used when you apply product filtration and to check if you are logged in. You can easily erase cookies from your computer or mobile device using your browser.

4. If my credit card is fraudulently used to place an order, will I get a refund?
In case of such a mishap, please call Customer Care at +44-333-880-8245 and they will help you with this; a dispute will be raised with the bank and the refund will be processed through your bank as per bank policy

To understand our exchange and return policy, please click here.