Frequently Asked Questions

1. How long does it take to process and deliver an order?

Orders are handled within 1 to 2 business days (Monday–Friday). Standard delivery usually takes 5 to 7 working days, so your parcel should arrive within 6 to 9 business days from the time of purchase.

2. What is your return policy, and who pays for return shipping?

We accept returns within 30 days of receiving your order. If the item is damaged or incorrect, Saffron-lux will cover the return shipping. Otherwise, the customer is responsible for the return postage.

3. Do you offer international shipping?

At the moment, Saffron-lux only delivers within the United Kingdom. We plan to expand our shipping coverage to more countries soon.

4. What payment methods are available?

We accept several secure payment options, including Visa, MasterCard, and American Express.

5. Is payment on your website secure?

Absolutely. Your payment information is protected with SSL encryption and handled via secure systems that are regularly updated to meet the latest security protocols.

6. Can I update my delivery address after placing an order?

Once your order has been processed or dispatched, we cannot modify the delivery address. Please ensure all details are correct before confirming your purchase.

7. How soon will my return be processed?

We process returns within 7 working days after the returned item has been received and inspected. A confirmation email will be sent once the refund has been issued to your original payment method.

8. What should I do if I receive a faulty or damaged item?

If your order arrives damaged or defective, please get in touch with us immediately at info@saffron-lux.com and include photos of the issue within 48 hours of delivery. We’ll cover the return shipping and arrange a prompt replacement or refund.

9. How can I track my order?

As soon as your order ships, you’ll receive an email with your tracking number. You can use our tracking page to follow your package’s journey.

Contact Information

  • Website name: Saffron Lux
  • Company name: CHARACTER FASHION LTD.
  • Address: 128 City Road, London, Greater London, EC1V 2NX, United Kingdom
  • Email: info@saffron-lux.com
  • Contact Form: Click here
  • Phone: +447488896469
  • Company number: 15219371
  • Customer service hours: Monday to Friday | 9:00 AM – 5:00 PM GMT