Are you discreet? We ensure that all dealings with our customers are carried out in a discreet manner. Your credit card will be billed as Saturn Products Ltd and all goods are delivered in plain boxes with the return company as Saturn Products Ltd. Please note, however, we reserve the right to refuse delivery to PO boxes. Therefore if you want a present as a surprise or need descretion and want it delivered elsewhere please give a normal address as the delivery address.
We may, at times, send you emails or letters detailing special offers. You can opt out of these mailings by emailing us. If you do this the only correspondence you will receive from us are your orders. Top
Telephone us on 0333 011 8266, our office hours are 9am - 5 pm Monday to Friday, outside these hours there is always an answering machine on. If we cannot take your call we are probably helping other customers and so please leave you name and telephone number and we will telephone you back for your order. Do not worry about discretion on the callback as we will introduce ourselves as Saturn Products Ltd. Top
Orders are usually despatched with 1 - 2 days, however please bear in mind that some of our clothing products are specially made and are designer brands and so delivery can take a little longer at times. However all orders are despatched within 28 days and usually within 3 days. If there are likely to be problems with an order or an order is likely to be delayed we will contact you as soon as possible to explain the reason. If you do not wish to wait we will give you suggestions of alternatives or offer a full refund. The choice will always be yours. Top
Are you VAT registered? Yes, our registration number is 899 6086 44 and all prices on our site include VAT at the appropriate rate. Top
How can I pay for my order? If you use our online ordering system you can pay by Credit Card or Debit Card. You can also use our offline ordering system where you can pay by Cheque, Postal Order or Cash. However, we advise our customers not to send cash through the post unless 100% necessary and then by recorded delivery only. Top
How can I place an order? You can place an order via our online ordering system, or alternatively you can place an order by telephone, fax, email or post. If you decide to place an order by email please DO NOT send us your credit card details in the email we will telephone you back and ask for them. Top
How do I buy? When you have placed the items you wish to purchase in your online basket simply click on the checkout button located at the top of the menu on the left hand side of your screen. This will then take you to our ordering page where you are requested to input your delivery details and payment details. Top
How do I return goods to you? Due to the personal nature of many of our goods and the copyright issue with books and DVDs/Videos, we are unable to accept returns for refund or credit, unless a product is faulty.
If you have purchased clothing, which does not fit, please return it to us within 14 days (in a resaleable condition) stating which size you would prefer along with your order number, name and address. The address to return your items to is: Returns Dept, Saturn Products Ltd, Chandos Business Centre 87 Warwick Street Leamington Spa Warwickshire CV32 4RJ
We recommend that you return items to us using Royal Mail Recorded Delivery to ensure that the package can be tracked. Top
How do I shop? You can navigate our site by clicking on the menu on the left hand side of your screen. When you find an item you wish to purchase select the size and colour (if any) from the dropdown menus, select the quantity you wish to order (the default is one) and click the buy button.
When you have all of the item you wish to purchase click on the checkout button at the top of the menu. You will then be taken to our checkout pages. Top
A company called SagePay provides our credit card handling. These people specialise in credit card purchasing via the Internet and use the latest 128-bit encryption technology. The credit card number is checked against your address for verification and if there are any discontinuities the transaction will not be authorised. It is so safe that we would recommend people use this service instead of sending credit card details through the post.
In addition to these checks we take a random number of our customers and contact them to confirm they have recently placed an order online. In line with our discretion policy we will always introduce ourselves as Saturn Products Ltd and check to ensure it is convenient for you to talk, if it is not convenient to talk give us a time to ring back and we will do so. We will NEVER offer the information of what was ordered, however we may ask you to tell us one or two items that were ordered.
The most important thing to note, if you are one of the random samples, is that we will NEVER ask you to give us your full credit card details again unless you are placing another order. Therefore DO NOT volunteer this information. Top
What if I have a query? If you have a query you can use our online form, email us, or telephone us on 0333 011 8266 and we will gladly answer any questions you have. If you telephone us and you get an answer machine it is probably because we are dealing with other customers, please leave you name, contact number and brief details of your query and we will telephone you back. We return all messages within 24 hours. Top
What if you cannot obtain the item I have ordered? If we cannot obtain an item (i.e. if our suppliers have stopped producing the item), we will endevour to obtain a next best alternative for you that is at least equal to the value of the item you originally ordered. This may not be possible with regards to lingerie and if it is not possible we shall contact you and ask if there is anything else you would like or whether you would like a refund. Top
When will I receive my goods? Orders are usually despatched with 1 - 3 days, however please bear in mind that some of our clothing products are specially made and are designer brands and so delivery can take a little longer at times. However all orders are despatched within 28 days and usually within 5 days. Our current statistics are 98% of orders despatched within 1 working day, 99% of orders despatched within 14 days, 100% of orders despatched within 10 days. Top
Will my order carry a guarantee? If any item is faulty we will happily exchange it for you. You can cancel an order upto 8 working days after receipt, you must then arrange for the items to be retruned to us. Due to the personal nature of most of our products we can only exchange items that are unused, this is something that we are sure you can appreciate and cannot offer refunds or credits on items of a personal nature or on books and DVDs/Videos where the seal is not intact (due to the copyright issue). Please enclose with the item a brief letter explaining the problem and containing your name, address and order number. Top
How are bulk buy discounts calculated? Bulk buy discounts are based on a percentage of the lowest priced product in the deal that is added to the basket. For example a free item is calculated as 100% of the price of the cheapest item off your shopping.
If a multiple of the offer is purchased then the discount will be a multiple of the lowest priced item. For example if the lowest priced item costs £3.00 and two lots of the deal are purchased, the money saved (on a "get one free deal") will be £6.00. Top
What does discontinued mean? Unfortunately all suppliers discontinue lines from time to time. If this happens with one of your items we will mark it on your order and refund the cost of the item to you. Top
What does to follow mean? We try to keep as many items in stock as is possible; however occasionally we are out of stock of some items whilst we wait for a delivery from one of our many suppliers. If this happens with one of the items you have ordered we will send the rest of your order to you. The outstanding item (or to follow item) will then be sent to you as soon as we receive it from our supplier.
Please note that any to follow items are sent to you at no further expense to you, we cover the extra postage costs. Top
Can I re-order the display?
Yes you can re-order the display so that you view the newest items first, alphabetically, by price or by a number of other methods. You can also change the number of items on a page so you can have 5, 10, 15 or 25. Below is a table with examples of all the combinations: