Frequently Asked Questions (FAQ)
Find answers to the most common questions about shopping at Saillax. If you can't find what you're looking for, our customer support team is available 24/7.
1. Shipping & Delivery
How much does shipping cost?
Shipping is FREE for eligible standard orders within the United States and United Kingdom. There are no unexpected standard shipping fees added at checkout.
Where do you ship?
We currently ship to customers in the United States and United Kingdom. We do not currently ship to P.O. boxes, APO, FPO, or DPO addresses.
How long will it take to receive my order?
United States
- Handling time: 1–2 business days
- Transit time: 3–4 business days
- Estimated total delivery time: 4–6 business days
United Kingdom
- Handling time: 1–2 business days
- Transit time: 3–4 business days
- Estimated total delivery time: 4–6 business days
Delivery times are estimates and may vary due to the destination, carrier delays, weather, public holidays, customs processing, or other circumstances outside our control.
How can I track my order?
Once your order has been dispatched, you will receive an email with your tracking information when available. You can use the tracking number to follow your shipment through the relevant delivery carrier.
2. Returns & Refunds
What is your return policy?
We offer a 60-day return window from the date of delivery. Items must be returned new, unused, and, where applicable, in their original packaging.
Are there any return fees?
No. Return shipping is FREE when using our prepaid return label, and we charge $0 restocking fees.
My item arrived damaged. What should I do?
We carefully package every order to help protect your piece during transit. If your item arrives damaged, please contact support@saillax.shop within 7 days of delivery and include a clear photo of the damage. We will review the issue and assist you with a replacement or refund.
3. Our Products
What type of products do you offer?
Saillax offers a carefully selected collection of handcrafted wooden furniture and home decor, designed to bring warmth and character to living rooms, bedrooms, and everyday spaces.
Are your products carefully inspected?
Yes. We take care to select and prepare our pieces with attention to craftsmanship, finish, and overall quality before orders are shipped.
Will every piece look exactly the same?
Slight variations may occur between individual pieces due to differences in wood grain, natural materials, finishes, and handcrafting processes. These subtle differences are part of what makes each piece unique.
How should I care for my furniture and decor?
To help maintain the appearance of your piece, keep it away from excessive moisture, direct sunlight, and harsh cleaning chemicals. Dust regularly with a soft, dry cloth and use appropriate wood care products where needed.
4. Payments & Security
What payment methods do you accept?
We accept VISA, Mastercard, Maestro, American Express, Discover, Diners Club, and PayPal.
Is my payment secure?
Absolutely. Our checkout uses 256-bit SSL encryption to help protect your information during checkout. We are also PCI DSS compliant and do not store your complete credit card or banking details.
When will I be charged?
Payments are processed immediately upon order confirmation so that your order can enter our fulfillment process without unnecessary delays.
5. Orders & Customer Support
Can I change or cancel my order after placing it?
If you need to make a change or request a cancellation, please contact us as soon as possible. Because orders may enter processing shortly after purchase, we cannot guarantee that changes or cancellations can be made once fulfillment has started.
What should I do if I receive the wrong item?
Please contact us as soon as possible at support@saillax.shop, with your order details and, if possible, a photo of the item received. Our team will review the issue and help resolve it.
Still Have Questions?
We're here to help.
Email: support@saillax.shop
Phone: +44 7879 289601
Address: 4 Gibb Street, Birmingham, England, B9 4AA, United Kingdom
Support Hours: 24/7 Customer Support
The Saillax team is committed to providing a smooth, secure, and reliable home design shopping experience.