FAQ

FREQUENTLY ASKED QUESTIONS

Last Updated: 13 August 2026

Below you’ll find answers to some of our most frequently asked questions about orders, pre-orders, delivery, refunds and international shipping.

If you still need assistance, please contact us at info@saintgiovannidelamode.com and include your order number where applicable.

WHAT IS A PRE-ORDER?

A pre-order allows you to purchase an item before it is available for immediate dispatch.

Pre-order items are purchased in the same way as other products on our website, and payment is normally taken when you place your order.

Each pre-order product page will provide an estimated availability, fulfilment or dispatch timeframe where applicable.

Once your pre-order becomes available and has been dispatched, we will send you a dispatch confirmation email together with tracking information where available.

Please remember that estimated pre-order dates can occasionally change due to manufacturing, production, quality control, transportation, customs or other circumstances outside our reasonable control.

If you would like further information about the expected availability of a pre-order product before purchasing, please contact:

info@saintgiovannidelamode.com

MY PRE-ORDER SAID 1–3 DAYS. WHY HASN’T IT BEEN SHIPPED?

If your product is a pre-order, the standard processing or express delivery timeframe does not begin until the product becomes available for dispatch.

Your order will be dispatched once the pre-order stock has arrived and is ready for fulfilment.

If you selected an express shipping option, this does not make the pre-order stock arrive sooner. It means the applicable express delivery service will be used once your order is ready to leave us.

Please refer to the relevant product page for the estimated pre-order timeframe.

If there is a significant change to the expected timeframe, we will make reasonable efforts to notify affected customers.

CAN I CANCEL A PRE-ORDER?

If you would like to cancel a pre-order before it has been dispatched, please contact us as soon as possible at:

info@saintgiovannidelamode.com

Please include your full name and order number.

We will review the status of your order and confirm the available options.

Your applicable statutory consumer rights are not affected simply because a product was purchased on a pre-order basis.

WHERE IS MY ORDER?

In-stock orders are normally processed and dispatched within 1–2 working days after your order is placed and payment has been successfully authorised.

Our working days are Monday to Friday, excluding UK public and bank holidays.

We do not normally dispatch orders on weekends or bank holidays.

Once your order has been dispatched, you will receive an email confirming that your order is on its way. Tracking information will also be provided where available.

If your order contains a pre-order item, it will be subject to the estimated availability or dispatch timeframe shown on the relevant product page.

HOW LONG DOES UK DELIVERY TAKE?

Our standard UK shipping service is:

UK Standard Shipping — £5.99

Estimated delivery is approximately 3–4 working days after dispatch.

Orders are normally dispatched within 1–2 working days.

Delivery estimates are provided as a guide and may occasionally be affected by courier disruption, public holidays, adverse weather or other circumstances outside our reasonable control.

For full information, please see our Shipping Policy.

HOW LONG DOES INTERNATIONAL DELIVERY TAKE?

Our current international shipping service is:

International Express Shipping — £24.99

Estimated delivery is approximately 3–4 working days after dispatch.

Orders are normally dispatched within 1–2 UK working days, unless the item is a pre-order or another timeframe is stated on the relevant product page.

International deliveries can occasionally take longer because of customs clearance, local courier networks, public holidays or other circumstances outside our reasonable control.

Please see our Shipping Policy for full international delivery information.

DO YOU SHIP WORLDWIDE?

We offer international shipping to eligible countries and regions supported by our checkout.

To check whether delivery is currently available to your location, enter your delivery address during checkout.

If your destination is available and a shipping option is displayed, we can normally accept an order for that location.

Shipping availability may occasionally change because of courier, customs or operational restrictions.

DO YOU OFFER FREE SHIPPING?

Where our website advertises “FREE SHIPPING ON ORDERS OVER £300”, qualifying orders may receive a free shipping option.

Eligibility for your particular destination will be shown at checkout.

Where free shipping applies, it covers the applicable delivery charge only unless expressly stated otherwise.

For international orders, customs duties, import taxes, brokerage fees and other destination-country charges are not included in the free-shipping offer unless expressly stated otherwise.

Please see our Shipping Policy for the full conditions of the promotion.

WHY HAS MY ORDER BEEN CANCELLED?

Occasionally, we may need to cancel an order.

Reasons may include:

  • an item becoming unexpectedly unavailable;

  • an obvious pricing or product-information error;

  • payment not being successfully authorised;

  • payment or order details requiring verification;

  • suspected fraudulent or unauthorised activity; or

  • circumstances outside our reasonable control preventing us from fulfilling the order.

If we cancel an order after payment has been received, the applicable amount paid will be refunded.

We will normally contact you by email if your order has been cancelled.

MY ORDER HAS NOT ARRIVED WITHIN THE EXPECTED TIMEFRAME. WHAT SHOULD I DO?

If your order has not arrived within the estimated timeframe, please first check the tracking information provided with your dispatch confirmation.

If the tracking has not updated or your parcel appears to be significantly delayed, please email:

info@saintgiovannidelamode.com

Please provide:

  • your full name;

  • order number;

  • shipping address; and

  • details of the product or products ordered.

We will review the tracking information and contact the courier or begin an investigation where appropriate.

Courier investigations can take several working days depending on the carrier and circumstances.

Please contact us as soon as reasonably possible if you believe your parcel is missing. Any courier investigation procedure or internal courier deadline does not, by itself, remove your applicable statutory consumer rights.

MY TRACKING SAYS DELIVERED, BUT I HAVEN’T RECEIVED MY ORDER. WHAT SHOULD I DO?

If your tracking information shows that your parcel has been delivered but you cannot find it, please first check:

  • the delivery location shown on the tracking page;

  • any nominated safe place;

  • with members of your household;

  • with neighbours where appropriate; and

  • any delivery photograph provided by the courier.

If you still cannot locate the parcel, please email:

info@saintgiovannidelamode.com

Please include:

  • your full name;

  • order number;

  • shipping address;

  • product details; and

  • any delivery photograph or information supplied by the courier.

We will review the information and, where necessary, raise an investigation with the courier.

The length of an investigation will depend on the courier and circumstances.

HOW DO I RETURN AN ITEM?

If you would like to return an eligible item, please contact:

info@saintgiovannidelamode.com

Please provide your:

  • full name;

  • order number; and

  • item or items you wish to return.

We will provide the appropriate return instructions.

Please do not automatically send products to our registered office unless we have confirmed that it is the correct returns address.

For complete information about eligibility, return periods, return postage and exclusions, please read our Returns & Refunds Policy.

DO I HAVE TO PAY FOR RETURN POSTAGE?

For an ordinary change-of-mind return, customers are responsible for the direct cost of returning the item unless:

  • we have specifically offered free returns;

  • a promotion states otherwise; or

  • applicable law requires us to cover the return cost.

If your item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can provide the appropriate instructions.

We strongly recommend retaining proof of postage for any return.

Please see our Returns & Refunds Policy for full details.

WHEN WILL I RECEIVE MY REFUND?

Once we have received and processed an eligible return, the applicable refund will be issued in accordance with our Returns & Refunds Policy and applicable consumer law.

Refunds are normally made to the original payment method, unless another method has been expressly agreed.

Once we issue a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

If you believe an expected refund has not been received, please contact:

info@saintgiovannidelamode.com

and include your order number.

I RECEIVED A FAULTY OR DAMAGED ITEM. WHAT SHOULD I DO?

We are sorry if an item arrives faulty or damaged.

Please contact us as soon as reasonably possible at:

info@saintgiovannidelamode.com

Where appropriate, please provide:

  • your full name;

  • order number;

  • shipping address;

  • product name or code;

  • a description of the problem; and

  • photographs showing the fault or damage.

We will review the issue and provide an appropriate solution in accordance with our Returns & Refunds Policy and your applicable statutory rights.

I RECEIVED THE WRONG ITEM. WHAT SHOULD I DO?

If we have sent you an incorrect item, please contact us as soon as possible at:

info@saintgiovannidelamode.com

Please provide your order number, details of what you ordered and details of what you received.

Photographs may also be requested where reasonably helpful.

We will investigate the issue and provide the appropriate instructions.

CAN I EXCHANGE AN ITEM?

Yes, exchanges may be available for eligible products, subject to stock availability.

Please contact:

info@saintgiovannidelamode.com

with your order number and details of the item and replacement size or product you would like.

If your preferred replacement is unavailable, we may offer an alternative or ask you to return the original eligible item for a refund and place a new order.

Please see our Returns & Refunds Policy for full exchange information.

DO SALE OR PROMOTIONAL ITEMS QUALIFY FOR RETURNS?

Buying an item in a sale or using a promotional discount does not remove any statutory consumer rights that apply to your purchase.

Where an eligible online purchase qualifies for cancellation and refund rights, the refund will normally be based on the amount actually paid for the item.

Any additional voluntary promotional-return conditions will be stated as part of the relevant promotion.

For full information, please see our Returns & Refunds Policy.

DO YOU COVER CUSTOMS FEES OR IMPORT TAXES?

Unless expressly stated otherwise at checkout, international customs duties, import taxes, brokerage fees and other destination-country charges are not included in the product price or shipping charge paid to Saint Giovanni De La Mode Ltd.

Depending on your destination, your local customs authority, courier or postal operator may require payment before your parcel can be released or delivered.

These charges are determined by the destination country and are outside our direct control.

We recommend checking your country's import requirements before placing an order.

WHAT HAPPENS IF I DON’T PAY THE CUSTOMS FEES?

If applicable customs duties, import taxes or related charges are not paid, your parcel may be held or returned to us.

If the parcel is returned because:

  • customs charges were not paid;

  • delivery was refused;

  • the parcel was not collected; or

  • delivery could not be completed for reasons attributable to the recipient,

we will review the order once it has been returned.

Any applicable refund will be handled in accordance with our Returns & Refunds Policy and applicable consumer law.

Where permitted by law, actual, reasonable and non-recoverable costs directly incurred as a result of a refused or uncollected international parcel may be taken into account.

International parcels returned through customs can take several weeks to arrive back with us.

CAN I CHANGE MY DELIVERY ADDRESS AFTER ORDERING?

If you notice that your delivery address is incorrect, please contact us immediately at:

info@saintgiovannidelamode.com

Please include your order number and the correct address.

We will make reasonable efforts to update your information before dispatch, but we cannot guarantee that an address can be changed once the order has entered the fulfilment or courier process.

Please always check your delivery information carefully before completing checkout.

HOW CAN I CONTACT SAINT GIOVANNI?

For questions about an order, return, delivery or product, please contact:

Saint Giovanni De La Mode Ltd

Company Registration Number: 11383847

Email: info@saintgiovannidelamode.com

Website: saintgiovani.co.uk

When contacting us about an existing order, please include your order number so that we can assist you as quickly as possible.