Frequently Asked Questions (FAQ)
Welcome to the Saxumo FAQ page. Below you’ll find answers to some of the most common questions about shopping with us. If you don’t see your question here, please contact our customer support team — we’re always happy to help.
Orders & Products
Q: Are your products genuine?
A: Yes – 100%. Saxumo only stocks authentic, brand-new products from trusted brands such as Lacoste, Under Armour, Berghaus, Cruyff, and more. We do not sell fakes, replicas, or second-hand items.
Q: Can I change or cancel my order after placing it?
A: If your order hasn’t been shipped yet, we may be able to amend or cancel it. Please contact us as soon as possible. Once your order has been dispatched, changes are no longer possible.
Q: Do you restock sold-out items?
A: Restocks depend on brand availability and demand. Popular products may return, so we recommend subscribing to our newsletter or checking back regularly.
Q: Do you offer sizing guidance?
A: Yes. Each product page includes detailed sizing information. If you’re still unsure, our support team can provide personalised advice.
Shipping & Delivery
Q: How long does delivery take?
A: We offer Next Day UK Delivery on most orders placed before our cut-off time. Standard delivery takes 2–4 working days.
Q: How much does shipping cost?
A: Shipping costs are shown at checkout. We also run free delivery promotions from time to time — keep an eye on our homepage banners and newsletters.
Q: Do you ship internationally?
A: At present, we only ship within the UK. We plan to expand to international shipping in the future.
Q: How do I track my order?
A: Once your order has been dispatched, you’ll receive a tracking link by email or SMS to follow your parcel in real time.
Returns & Exchanges
Q: What is your return policy?
A: We offer a 30-day return window. Items must be returned in their original, unworn condition with tags attached for a full refund. Our return policy can be viewed here - https://www.saxumo.com/pages/returns-policy
Q: Is return shipping free?
A: Customers are responsible for return shipping costs, unless the item is faulty or incorrect. A prepaid return label will be generated through our returns portal, and the cost will be deducted from your refund.
Q: Can I exchange an item?
A: We do not currently offer direct exchanges. If you’d like a different size or colour, please return the original item for a refund and place a new order.
Payments & Discounts
Q: What payment methods do you accept?
A: We accept all major debit/credit cards and PayPal.
Q: Can I use discount codes?
A: Yes. You can enter a valid promo code at checkout. Subscribe to our newsletter or follow us on social media for exclusive offers.
Contact & Support
Q: How can I contact customer service?
A: You can email us at info@saxumo.com or use the contact form on our website. Our team typically responds within 24 hours (Monday–Friday).
Q: What are your customer service hours?
A: Our support team is available Monday to Friday, 9 AM – 5 PM (UK time).
Q: Do you have a physical store?
A: No, Saxumo operates entirely online. This allows us to keep prices competitive and offer a wider range of products.
Still Have Questions?
We’re here to help!
Email: info@saxumo.com
Contact form: Contact Us