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Customer Services
FAQ
If you have a query in regards to your order please email info@sebago.co.uk. If you do not receive a reply from us please check your junk mail. If we have managed to slip into your junk inbox please click "Mark as safe" and our emails will then appear in your normal inbox, please supply your online Order Number, Full Name and Email address on your account (if different from the one being used).
Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.
You can also call customer services on +44 1250 710 416 | 9am - 5pm | Monday - Friday. (If the lines are busy please leave us a message including your full name, telephone number and order number so we can call you back).
SEBAGO
ARDBLAIR SPORTS IMPORTERS LIMITED
Yard Road
Blairgowrie
PH10 6NW
If you are not satisfied with your order, please visit www.sebago.co.uk/returns and complete the online returns request form.
Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.
You can get a full refund or exchange an item, for any reason, within 30 days of the original purchase (time limit exceptions may be made for orders outside of the UK at our discretion). Items must be returned to us as new, with all original packaging and in a saleable condition.
To complete your online returns form www.superga.co.uk/returns , you will need your order number and email address, if you have purchased your items using PayPal please use your PayPal number and email address.
Once we receive your item/s back into our warehouse please allow 21 working days for your return to be processed. We do not offer a free returns service, and suggest a tracked service with any carrier of your choice.
Please be aware we do not provide a free returns service.
As soon as your order has completed we will receive a confirmation email acknowledging receipt of your order, if you ordered using PayPal please check the email address linked to your PayPal account for notifications, Please first check your spam folder, if it is not there then Please contact us.
Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.
Delivery times apply from the time your order is dispatched. You will receive an email once your order has been dispatched.
Please contact us at info@sebago.co.uk. with your order number and details of the missing item, we will arrange for the missing item to be sent as soon as possible.
Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.
In the unlikely event that the item is sub standard, please email info@sebago.co.uk. your order number, your name, details of the fault and if you require a refund or a replacement. We will then send you an email with further instructions.
For refunds please allow 3-5 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card has expired) we we will email you for up to date information.
We'll pay the shipping charges for the return of faulty or incorrect goods. These charges will be refunded to the card the order was initially placed with.
Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.
All UK orders placed before 2pm Monday - Thursday, where the express delivery has been selected, are dispatched on the same day, but this can vary during our busiest periods and holidays, especially when we go into sale, bank holidays or when the office has been closed for a period of time.
Delivery times apply from the time your order is dispatched. You will receive an email once your order has been dispatched.
European and international orders are shipped via various carriers and can take between 5-10 working days.
There may be circumstances beyond Sebago.co.uk's control which may lead to delays. Sebago.co.uk cannot be held responsible for any delays incurred by our carriers.
Unfortunately we are unable to offer a Saturday delivery.
Delivery times:
UK Mainland Standard (5-7 days)
Europe (5-10 working days)
Rest of World (5-10 working days)
Our UK Standard delivery services are carried out by Hermes
Our UK Express/EU and International delivery service will be sent with DPD.
If you have received a tracking number please use the tracking number on the relevant company website and see if you need to provide the carrier with additional information or rearrange delivery.
If that still doesn't help or you haven't received your order within 5 working days (10 days if international) then please email info@sebago.co.uk and we'll investigate and get back to you.
Very occasionally, packages do get lost in transit. If this happens we will keep you informed and resolve as quickly as possible.
Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.
Once your order is confirmed we start preparing your order for dispatch, sadly at this point we are unable to change delivery addresses, you can however upload the Hermes app https://www.myhermes.co.uk/our-services/mobile-app or DPD app https://www.dpd.co.uk/lp/yourdpd/index.html which will allow you to leave with neighbour or a safe place.
Once you have entered your billing address you will be given the option of an alternative delivery address, please ensure it is entered correctly as once the order is confirmed we will be unable to change it for you.
As soon as you receive your order confirmation, Unfortunately, this means we will be unable to make any changes or cancel your order as it’s already being processed with our warehouse. You’ll need to place another order or return any unwanted items back to us.
All options are displayed at the checkout.
For European and international orders delivery charges also apply. Shipping charges are dependent upon type of delivery service, weight and location. Once you have selected your purchases, delivery charges are automatically calculated and displayed on the checkout page before any payment is taken.
For orders getting delivered outside the EU VAT will be deducted accordingly at the checkout. Customs & Import Duty Unless otherwise stated, all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be borne by the recipient and we will not accept liability for any such costs.
We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery, there are any additional charges due our carrier will contact you to arrange payment.
We can only supply goods that are ordered through the sebago.co.uk website. All payments including all shipping, handling and packing fees must be made by either credit or debit card, Apple Pay, Google Pay, China Union, Amex, Alipay, or PayPal. Sebago cannot accept any other form of payment such as cheques, postal orders or cash.
To help ensure that your shopping experience is safe, simple and secure, superga.co.uk uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.
SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.
SSL technology makes online purchasing secure, however if you are not happy to place your order online you can call us on +44 1250 710 416 Monday-Friday between 9:00am and 5:00pm (GMT).
All of your credit card details are strictly private and confidential. We acknowledge that we're bound by the General Data Protection Regulation and that we won't disclose these details to any third party. As a matter of good practice, we don't share any personal information with anyone and we do not sell it to others. Your email address and contact number can be provided to our carriers for delivery purposes.
In addition, We are unable to disclose any information regarding another customer's order / account due to Data Protection unless we receive a letter or telephone call from our customer giving their permission, unless we have their 'explicit consent'. Alternatively, if you have Power of Attorney, a copy of this would be sent to us along with a covering note. If easier you can email this to us at info@sebago.co.uk
