Customer Service

This page sets out our Terms and Conditions of trading, our customer service ethos and our standard processes for resolving any problems that may arise. Please choose an area to review from the list below.


 

Shipping & Delivery
At the Saffron Table we aim to deliver all orders within a fortnight, and orders of our best selling items much more quickly. We use Royal Mail for small orders and ParcelForce for larger ones. As an introductory offer, however much you order you will never pay more than £4.95 for fast, reliable delivery.  Lead times for some rare porcelain pieces may be longer as the manufacturers sometimes make-to-order; we will contact you if this is the case and ask if you wish to proceed. Certain items are delivered directly from our suppliers, which may mean that your order is delivered in more than one parcel. While it is our policy to "under promise and over deliver" it would be prudent to allow a fortnight for your order to arrive. If you need something particularly quickly, you are welcome to  email our customer service team and we will do our best to help. For example we can send items by "Special Delivery" if you wish to pay for this premium service. 
 
Privacy & Security
We are committed to protecting your privacy and security when you shop with us. Subscription information like your email and physical address is protected by a firewall, and we use industry-leading state-of-the-art software to manage the site. We have engaged Paypal, a highly respected, market-leading provider to handle on-line payments through their Express Checkout. This means we do not need to hold any payment information on-line.  We don't sell or rent details of our shoppers to anyone, and we only send out newsletters to those customers who have requested them as part of on-line registration. You can update your preferences at any time, using the features under the 'Account' button at the top right of each screen.  We have included details of the cookies we use to manage your shopping basket and for analysis, and an explanation of cookies and our other commitments to your security in the web page that details our comprehensive Privacy Policy.
 
Returns & Replacements
We take the utmost care to ensure that your purchase reaches you in prime condition. But should any item that you order from us be faulty or damaged in transit we will replace it for you without a fuss. Simply email our customer service team with details of the problem and we will sort it out for you, including where appropriate making arrangements for the problem item to be returned.  We will also refund any item which did not meet your expectations using the same process, so long as you contact us within 48 hours of receipt. We regret that we are not normally able to offer a 'sale or return' service, and cannot refund or replace surplus items unless you contact us within two working days of receiving them. Please note that personalised or special order items cannot be returned unless they are faulty. This does not affect your statutory rights.
 
Ordering
To place an order, simply search or browse the site, adding products to your electronic shopping basket. You can decide later which ones to buy. Before you choose to purchase we will tell you exactly how much your order will cost, including any delivery charges, and when you can expect to receive it.  If you have registered with us using the 'Account' button at the top of the page, and if you log in when you visit, we can save your shopping basket between one visit and the next until you are ready to complete the purchase.  This feature is particularly useful for shoppers with limited time and for those who need to get agreement from their partners or family members to make sure that their celebration is, as we say, "pukka", or perfect.  You can also checkout as a guest. If you do so, you will not be able to track your order on-line or use the features detailed under 'Viewing Orders' or 'Updating Account Information' shown below.
 
Payment, Pricing & Promotions
The Saffron Table uses the industry-leading Paypal Express Checkout to process payments. You can purchase either through your Paypal account (either from accumulated funds on-line or drawn from your credit or debit card), or you can make payment directly using most popular credit and debit cards without opening an account with Paypal.  We do not currently offer credit facilities; neither do we accept orders on a cash-on-delivery basis. Our goal is to offer great value on everything we sell. To achieve this some item prices are lower when you order a larger quantity ('multibuy'), and some items qualify for a discount when you buy an item from another range ('link save'). Periodically we may also offer a cash discount when you spend over a certain amount, or offer a voucher code for a discount off a future purchase from us. We may also include voucher codes in our newsletter, offering discounts on specific ranges, individual items or overall purchases.  Please note that all voucher codes are personal to you. Be aware that these codes will only work when used with your account and shopping basket.
 
Viewing Orders
Our website includes a feature which makes it easy to browse your previous orders with us, check their delivery status, and even quickly re-order an item that you particularly liked, if it is still available. You can access these features by clicking 'Account' at the top right of the screen and following the links.  Should you wish for any item or order to be removed from your history (for example because it was a gift for a family member) please email our customer service team with the details and we will try to help.
 
Updating Account Information
You can update your account information - including your password, email and physical address and newsletter subscriptions - by clicking 'Account' at the top right of the screen and following the links. Please note that any changes apply only to future orders that you place with us, and not to any order which is currently in the process of fulfilment.
 
 
Dispute Resolution and your rights under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015
We aim to give first class customer service and to ensure that any dispute is resolved quickly, efficiently and fairly. If we have made a mistake, or you decide that you do not want the goods which you have ordered and paid for - whether because you feel we have described them incorrectly or because you have simply changed your mind and are exercising your rights under the Distance Selling Regulations - we will normally refund the full price that you paid for the goods and for delivery. If we have made an error we will also arrange for collection of the goods or refund the costs of return if you follow the return procedure we specify when you make an RMA (Returns Management Authorisation Request.)
 
1. Should you be unhappy with the service you receive or feel that you have a claim which we have not honoured, please email customer.service@saffrontable.co.uk setting out the nature of your complaint. Please indicate how you would like us to contact you, including your email or postal address and/or telephone number.
2. A Board Director of Saffron Tableware Ltd. will contact you within two working days of receipt of your communication, clarify your complaint and will, within five further working days notify you of our final decision about your complaint, making any refund that the Director decides.
3. Should you still be dis-satisfied the Alternative Dispute Resolution for Customer Disputes (Competent Authorities and Information) Regulations 2015 give you the right to take your dispute to an independent third party for resolution.
4. We are required by law to direct you to the EU portal detailing the process, which includes the handling of cross-border disputes. For further information please visit: http://ec.europa.eu/consumers/odr/ .
5. Saffron Tableware Ltd. will be bound by any decision made by "The Retail Ombudsman" You may refer your complaint to them if you have followed steps 1 and 2 above and are not satisfied with the response and believe you have a legitimate claim. Details of The Retail Ombudsman are shown below.
 
Details about The Retail Ombudsman, Saffron Tableware Ltd's nominated ADR (Alternative Dispute Resolution Provider)
 
Official name of ADR body: The Retail Ombudsman
Address: 33rd Floor, Euston Towers, 286 Euston Road, London, NW1 3DP, United Kingdom
Telephone 0845 680 3548
Email: enquiries@theretailombudsman.org.uk
Web address: www.theretailombudsman.org.uk
Fees: Free to the consumer. If an expert report is required the consumer will have to pay for this, but will be able to claim this back from us if their claim is successful.
Languages accepted: English, Spanish, French, German, Welsh and Polish.
Types of dispute covered: Complaints relating to returning goods, faulty goods, missing parts, delivery, customer service, price, misrepresentation and product description.
Complaint submission: by post to the address shown, on-line from the website shown, or by calling 0203 137 8268 (+44 203 137 8268 from outside the UK) and requesting a claim form.
Is the procedure binding or non-binding?: non-binding unless you agree to be bound. You can later take your complaint to court, but not to another ADR after a case has been raised.