FAQ's | Sagal Jama

Here you will find answers to all of the usual questions we are asked if you can't find the answer you are looking for, feel free to contact me directly!

What is your return policy?

You have 28 days to return your products to us, from the date of order, to receive a full, no quibble, money-back guarantee. Please remember though, we are small new business and rely on genuine loyal customers, we offer very low priced samples of all of our products to ensure that you are absolutely happy before making a purchase.

Can you do next day delivery?

We will always act fast if you have an urgent requirement. the best thing to do is to email us (anytime), call us and jump on the chatbox (within 9-5pm UK office hours) and let me know what you like to order and it's final destination, if we can help, we sure will!

How long have you been in business?

Officially since December 2019! Much longer if you take in to account how many years I have been creating formulations for my friends and family. Creating the Sagal Jama online store is a natural progression for my lifelong work, to produce the finest and most effective skincare ranges inclusive of everyone.

From where do you operate?

We operate from West London and Covent Garden in London, UK. We do not have a physical store at this time, but we do offer virtually free samples of everything in our collection to allow you to 'try before you buy'.

Do you allow refunds if I change my mind?

Absolutely, you have 28 days to return your products to us, unopened, for any reason at all. We offer free shipping but do ask that in return our customers pay to return any products to us.

What happens if the product doesn't work for me, will you refund me?

We cannot accept returns of products that have been used. We do however offer virtually free samples of every product in our collection so that you can purchase with confidence, knowing that the product will work for you.

How do you create a personalized collection just for me?

Get in touch! I will ask you a series of questions and request that you send me some photographs. I will then send you a tailored plan of what I recommend, along with the cost and time it will take to be delivered to you, at this stage you can decide to go ahead or not, there is no obligation and we are happy to supply free advice.

Where do you ship to?

We ship to anywhere in the world, you will be responsible for any duty and taxes that this may incur.

How long does it take to dispatch my order?

Ordinarily, we aim to dispatch orders on the same day, if the order is placed before UK 2pm. If you have an urgent request contact us directly and we will be happy to help if there's a way!

Where are your packages shipped from?

Currently, they are all shipped from London, UK. We are looking for excellent diligent global distributors, if this could be you, get in touch!

Will you ship internationally?

We will ship to anywhere in the world, you will be responsible for any duty and taxes that this may incur, and for expedited deliveries, there will be a change to facilitate this.

Do you have gift certificates?

Yes we do! You can find them in our online store, which you can print out yourself at home, or if you would like one direct from our offices, no problem, give us a call, chat or email (please note that for the call and chat facility it is only operational between 9-5pm UK) and we will arrange this for you.

What payment methods do you accept?

We use PayPal, which you can use even without a PayPal account. We will also take payments over the phone and you can direct bank transfer as well. contact us if you wish to use a method aside from PayPal.

Will you take telephone orders?

Yes absolutely we would be happy to! Within the hours of 9-5pm UK.

What are your opening hours?

Monday to Friday 9-5pm UK (and some weekends, leave a message and we will get back to you as quickly as we can).

Are all of the products vegan?

Yes! they are all 100% vegan. No animal products are used within any of our products or packaging. We will be seeking 'vegan accreditation' from the Vegan Society one day, but this incurs a cost, so at present all of our money goes into creating the best most authentic products with integrity, and we are very frugal where it matters, so we are able to pass the best prices we possibly can to our customers.

Can I return my packaging to you to recycle?

Yes! We encourage you to do so if you would like to!

How many testers can I order?

Technically you can order as many as you like (x1 of each product per address)...but I don't think we will be friends for long if you needlessly order the entire collection...we operate with integrity and offer this (almost free!) service at a high expense to ourselves, we respectfully ask that this is not taken advantage of.

My skin is severely dry and sensitive, what do you recommend?

We recommend that you contact us directly and arrange a free skincare consultation, everyone is unique and we will be happy to discuss your needs with you to formulate your own collection or suggest products within our existing collections that will help you.

My skin is oily and I often have breakouts, can you help?

Can I use your products on young children?

Some of our products are suitable for use on babies and young children, we recommend that you call us before ordering and discuss your needs with us first.

Do you have anything suitable for extremely sensitive skin?

What do you define as normal skin types?

Is everything in your products organic?

Everything that can be organic, is organic. Some ingredients are unable to be certified as organic, even though they technically are!

Will you be expanding the range anytime soon?

Yes! We are ready to expand the range and we are looking for investment to help us do this. Get in touch if you would like to be involved in the next evolution of the Sagal Jama collections. Also, if there is anything you would like us to develop, share your idea's with us, we would love to hear from you.

I saw that your products were on sale last week, and now they are back to full price, can I still purchase them at the offer price?

No sorry, our offers are strictly time-limited, we operate on extremely tight margins and offer special deals to our customers as often as we can, you'll have to be quicker next time! Sign up with your email and we will be sure to let you know when the next discounts are being launched.

Do you offer rewards for loyal customers?

Yes! the more you feedback to us and we get to know you, you may just find that you will be sent free items or gift cards, plus exclusive deals from time to time.

How do I make a complaint?

Contact us directly via email (anytime) or on chat or call (9-5pm UK). We will listen and do whatever we can do to ensure you are a happy customer.

My package was damaged in the post, what should I do?

Contact us directly and we will replace your product, you will need to provide photographic evidence of the damage so we can make a claim with the postal service used.

I don't know how to use your products, where can I get instructions?

All of the products come with full instructions included in the packaging. You can also find full 'how-to-use' guides on our website with each product, in its description box. Feel free to contact us if you require further assistance.

You have sold out of my favorite item, when will it be back in stock?

Sorry! If you send us your email we will let you know when items will be back in stock, we may even be able to expedite this for you so do get in touch!

Why should I buy from you, what makes you different?

Here at Sagal Jama we operate with absolute integrity. Our focus is on our customers and providing products that surpass the competition. We work tirelessly to keep the prices as low as we can, whilst never compromising on the quality of the ingredients. It is our mission to not only be the best for all skincare needs, inclusive of everyone, but also to be the most effective and the most renowned for 'doing things right', with love, respect, honesty, and passion.

I would like to send you a testimonial and say thank you - how do I do this?

Send us an email, drop us a call or hop on chat! We really would love to hear from you! We also have social media accounts where you can interact with us.

Does Sagal Jama make public appearances? How can I meet her?

Yes, from time to time Sagal will attend events to share her knowledge and products, subscribe to us by email to be kept informed about these events. If you would like to organize a corporate event or any other event where you would like Sagal to be present simply get in touch and we can discuss the arrangements. For anything else, such as creating customized collection, private label work, becoming a registered seller, our wholesale collection, or anything else for that matter, email us on hello@sagaljama.com