Frequently Asked Questions
How long will delivery take?
Our shipping rates and times are as follows.
| Shipping Costs | Shipping time | |
| Orders up to £25.00 | £4.99 | 2-3 days |
| Orders over £25.00 | FREE | 2-3 days |
Orders are processed between Monday and Friday 09:00 - 16.00 GMT, excluding Bank and Public Holidays. Orders placed during a weekend or Bank Holiday after 16:00 GMT will be processed on the next working day (Monday to Friday).
Our orders are sent via Royal Mail Recorded Delivery or via courier and should be delivered on the next working day or within 48hrs. Please note that we cannot be held responsible for items delayed in the postal system as this is beyond our control.
Trouble placing an order
We do have anti-fraud measures that will automatically fail any credit card tried three times in a 15-minute period.
If your card has failed please try the following:
1. Check that we accept the card you are trying.2. Make sure that there are no spaces in the credit card number.
3. Check that you have entered the correct expiry date of the card (you do not need to enter a start date or issue number if your card does not have one).
4. Ensure that you have entered the 3 digit Card Security Code from the back of your card.
5. Use another card.
If you are still experiencing problems making an order, then please email your credit card details to orders@sawaz.co.uk where we will be able to manually process your order. Alternatively, you can fax your order through on 0845 4500582 (24hrs).
Do you deliver outside the UK?
No - we are only able to deliver to mainland UK. That’s England, Wales, Scotland and Northern Ireland.
Returns Policy
We do accept goods back. However only in the following circumstances:
- They have been un-opened and unused and are in a re-salable condition. By this we mean that all packaging and or cellophane wrapping and tamper resistant seals must be intact.
- We have sent the wrong products in an order (If this is the case we will cover all relevant postage costs).
- If you wish to return your goods, we will refund the value of the goods on receipt of them or exchange them if requested*
Our returns address is as follows:
Sawaz Thereforyourhair
Tamchester Building
Pretoria Road
Chertsey
Surrey
KT16 9LW
* If you wish to have an item exchanged for an item of higher value we will charge your nominated card for the difference plus Postage & Packing, otherwise any exchanged items will incur Postage & Packing charges.
Please ensure that you include a note with your customer number or order number with all returned items.
Product Reviews
If you'd like to tell us about something relating to the Sawaz site, please e-mail us at hair@sawaz.co.uk.
Do you accept alternative methods of payment other than credit card?
Not at the moment but we will do soon.
What is our complaints handling procedure
We aim to deal with any complaints in a fair, confidential and effective manner. We will aim to acknowledge any complaint as soon as possible but always within a maximum 5 working days at the very latest. We will always try to provide a likely timescale in which we hope to resolve the problem, if we cannot solve the problem immediately.
Can I change my order details?
You can change your order details as long as the order has not been shipped. This may change delivery times depending on whether the item is in stock. Please contact our customer service (mail link to orders@sawaz.co.uk) team to check the status of your order.
Is it safe to use credit cards?
We believe that this is the safest way possible to give someone your credit card details, far safer than paying for a meal at a restaurant or purchasing over the telephone. Our credit card system is totally safe and the likelihood of your card being fraudulently used is almost zero. Your credit card details will not be seen or handled by any person at Sawaz.
How do I find a certain product?
Please click here to visit our search page.
Who is Sawaz.co.uk?
Sawaz is a company made up of individuals with many years of experience in the multicultural hair industry. They are dedicated to customer service and providing the latest and best quality products for black hair in the UK.