FAQ
General
How do I create an account?
Simply hover on on top right of the page and fill out your details to register. Once all fields are completed you will receive an email shortly after. As a member of SGF Direct, you will gain exclusive access to offers and discounts, and be the first to hear about our latest news and new launches before anyone else.
How do I update/make changes to my account?
You can update your account details within the My account section located on the top right of the page. You can also manage your address book, Card details, and change your password.
Do you offer discounts?
No, we do however have a first time order promotional discount code that you can use when you opt-in to our newsletter. This can be found on the homepage. The discount code will be emailed out.
What payment methods do you accept?
We currently accept all major credit and debit card, PayPal, Apple Pay and Google Pay.
Do you accept returns?
Yes we do, please see our Returns and Exchanges page for more information on steps to take.
Please do not 'return to Sender' without prior contact. This will not be accepted as a refund or exchange and you will be responsible for any return shipping fees to get the product back to you.
Please do not 'return to Sender' without prior contact. This will not be accepted as a refund or exchange and you will be responsible for any return shipping fees to get the product back to you.
How do I track my order(s) and see my order history?
Once logged in, click on on the top right of the page to access your account. Here you will find all information regarding orders, past and present.
Can I use a discount code?
From time to time, SGF Direct will offer discount codes and coupons to use on our website. You may enter your discount code on the basket page. Once a discount code has been applied, you will be able to see a new total before proceeding to checkout. If your code does not work, please check the terms and conditions of the code or contact our customer services team. We are unable to retroactively apply a coupon after a purchase has been made.
My discount code does not work, what do I do?
If your discount code does not work, please check the error message displayed. The code may have expired or not be applicable to your basket contents.
Order
My order says 'Delivered' but I haven't received anything?
If you received a 'Delivered' notification, but do not see your order, please follow up with your local courier and post office for further information.
My order has a mistake, how can i edit my order?
If you've made a mistake, we are more than happy to edit your order if your order has not yet been fulfilled. Kindly fill out the form on our Contact page to let us know of the mistake as soon as possible.
How do I cancel my order?
If you have changed your mind and would like to cancel your order please contact us with your order number to do so. Please visit our Contact page to notify us. Please keep in mind, cancellation requests have to be made before the order has been processed which is typically within 48 hours.
Where is my order?
Once your order is dispatched, you will receive a tracking number in your 'Orders' tab inside 'My Account'. You can use that tracking number to track your order on the couriers website.
What should I do if I am missing an item from my order?
Sometimes our products are packed in individual and fitted packaging to ensure the safest possible delivery, or the item has a few parts due to its large size. Due to this, some products may arrive at different times. If your order is missing items, please wait a few days for the remainder of your order to arrive. If you have any concerns, we are always available to help via email on our Contact page.
Shipping
What countries does SGF Direct ship to?
We ship to the following countries:
Belgium, Bulgaria, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, United Kingdom, New Zealand, Canada, Australia, United States.
After ordering, when will I receive my package?
Please refer to our Delivery Information page. If you have any questions please get in touch with us.
Can I place specific delivery instructions on an order?
Yes you can. To do this, please add your instructions to the ‘Order Notes’ section at checkout or contact us via phone/email as soon as your order is placed. Where possible, we will accommodate any special requirements as instructed.
I’ve missed my delivery. What happens now?
If delivery fails, your courier will leave a card with further instructions. We will also attempt to contact you to rearrange delivery.
Can my delivery be left in a secure location?
If you request your goods to be left in a specific place (without a signature), we are not liable for any theft/damage/loss that may occur with this item ONCE delivery has taken place.
Please contact us via email and we will confirm if this request can be honoured by the courier.
Please contact us via email and we will confirm if this request can be honoured by the courier.