FAQs

PAYMENT AND DISCOUNTS/PROMOTION

What types of payments do you accept?

We accept card payments using Visa and MasterCard. We also accept payments using PayPal & Stripe as alternative payment methods that are popular in a given country.

How can I place my order?

The only way to place an order is via our website. We do not take orders over e-mail or phone.

I have a discount code, how can I use it?

Put your discount code in the designated field during checkout. Make sure the discount you provided is valid and relevant to the item you are purchasing. Please visit the websites below to obtain a discount code: www.sapjagear.com

SHOPPING

Is your website secure?

You can shop safely on our website as we use SSL certificate to establish a secure encrypted connection.

Will I receive a confirmation e-mail after I place my order?

Yes, you will. It will contain the address that you selected for your order to be shipped to and other useful information.
You should always receive a confirmation e-mail after the order is successfully placed. If you have not received one, check your spam folder and/or contact us.

I am having issues with the website, what should I do?

If you are experiencing problems with our website, please, try all of the below solutions first before contacting us:

  •  Clear your browser’s cache
  •  Use your browser in incognito mode
  •  Use a different browser
  •  Use a different device
  •  Restart your device
When will my order be processed?

We strive to process and dispatch your order within 2 -5 working days of receipt (excluding weekends and bank holidays), although it can sometimes take longer e.g. during busy periods, for items that are not in stock and for high demand of some items.

Can I change the delivery address/colour/size/delivery method after the order is placed?

We process orders as fast as possible, so once you have placed it, we are typically unable to make adjustments to your shipping address or items. Still it is very important to make sure that everything is correct before you hit that confirmation button.

Can I cancel the order after I placed it?

All orders can be cancelled until they are shipped. If your order has been paid and you need to change it, you must Contact Us within 12 hours at info@sapjagear.com with the subject line “Changing my order”or Cancelling my order”, and we will do our best to help before your order ships out but once the packaging and shipping process has been started, it can no longer be cancelled.

Do you have any shops I could visit and try some things on?

We are afraid we are an online retailer only. Other than our main office, that is not open to the public, we do not have a physical store that you can come and visit.

Can I pick something up from your shop?

Sadly, that will not be possible as we are an online retailer only and our facility is not open to the public.

RETURNING GOODS FOR A REFUND

Is every item subject to a return?

Your satisfaction is our # 1 priority. Therefore, you can request a refund or reshipment for ordered products if:

  • You do not receive item within the guarantee time (between 1-28 days not including 2-5 days processing)
  • You receive the wrong item
  • You do not want the product you’ve received (but you must return the item at your expense and the item must be unused)
How long do I have to return the ordered item?

You can submit return request within 15 days after guaranteed period for delivery (28 days) has expired. You can do it by emailing us at info@sapjagear.com with the subject line “Returning my order” and we will do our best to help you.

Do I have to pay for the return shipping

Yes. When returning an item please ask your Post Office for a ‘Proof of Posting Certificate’ or similar document when returning any goods. If goods are faulty or if there is an error by us we will either offer a Returns Service for larger/heavier items or normally refund standard Royal Mail 2nd Class postage (we can obtain this information from the package itself).

I received a wrong/faulty product. What should I do now?

If you received a wrong/faulty product, please send us a picture or video if necessary showing the damage by emailing us at info@sapjagear.com with subject line “wrong/faulty product” and after receiving the relevant pictures, we will do our best to assist you with the issue.

I have sent back my product for a refund/exchange. How long will I have to wait to receive my money back/a replacement?

A refund or replacement will be issued within 15 working days from us receiving the parcel.

Do I need to place a new order if I require an exchange?

No. We can exchange an item for a different size/colour upon your parcel’s arrival (subject to availability). Please note that if there is a difference in price we will be unable to process an exchange.

What condition does an item have to be to be accepted back?

We can only accept products that are in a resalable condition, with all labels attached and with their packaging intact.
Products that do not meet the above requirements may not be accepted.

PRODUCT INFORMATION

Are there size guides for your articles?

Yes, the majority of our products do have a size guide that should help you with choosing the best fitting size.

Where can I get information about stock? Is there a stock reminder option?

If you wish to know about stock levels of a specific product, please e-mail us on info@sapjagear.com.

MY ACCOUNT

How do I register?

Please, use Registration Form on our check out section and returning customers can login as well.

How do I sign up to the newsletter?

You can sign up to our newsletter by putting your e-mail into the Newsletter at the bottom of our website

I cannot log in, what should I do?

If you are having trouble logging in despite being on our website, we would advise resetting your password using the ‘reset password’ button. You should receive a reset password e-mail. It can end up in your spam folder, so we advise checking there before contacting us.