Yes, we are a legally registered private limited company in the United Kingdom. Our registration address is 35 Nene Gardens, Feltham, Middlesex, TW13 5PQ.
Where are your clothes designed and shipped from?
Our collections are curated with a British aesthetic in mind. Most of our premium stock is dispatched directly from our distribution hubs to ensure the fastest possible delivery to your doorstep.
2. SIZING & PRODUCT CARE
How do I know which size to order?
We provide a detailed Size Chart on every product page. Since we offer various styles, we recommend measuring your bust, waist, and hips and comparing them to our guide. If you are between sizes, we suggest choosing the larger size for a more tailored look.
How should I care for my Samantha Wear garments?
To maintain the longevity of our fabrics, we recommend following the care label inside each garment. Generally, a cold machine wash (30°C) and air drying are best for our delicate materials.
3. PAYMENTS & SECURITY (Stripe Verified)
Which payment methods do you accept?
We accept all major Credit and Debit Cards (Visa, Mastercard, American Express, Discover, Diners Club, and JCB). We also offer express checkout via Apple Pay and Google Pay.
Is my payment information secure?
Extremely secure. We use Stripe, a Level 1 PCI-compliant service provider. Your payment details are processed via an encrypted SSL (Secure Socket Layer) connection. Samantha Wear Ltd never sees or stores your credit card numbers.
Why was my payment declined?
Declines can happen for several reasons: incorrect CVV, expired card, or bank-imposed limits. Please ensure your billing address matches the address on file with your bank. If the problem persists, contact your card issuer.
4. SHIPPING & CUSTOMS
How much does shipping cost?
We offer standard shipping rates which are calculated at checkout. Look out for our “Free Shipping” promotions for orders over a certain threshold!
Will I have to pay import duties/VAT?
UK Customers: VAT is included in the price you see.
International Customers: Depending on your country’s laws, you may be responsible for local import duties and taxes upon arrival.
What if my package is lost or shows “Delivered” but I haven’t received it?
Please check with neighbors or your local post office first. If the package is still missing after 3 business days from the “Delivered” status, contact us at payment@samanthawear.com so we can initiate an investigation with the carrier.
5. RETURNS & CANCELLATIONS
Can I change my shipping address after ordering?
We can update your address if the order has not been processed (usually within 1-2 hours). Please email us immediately with the subject line “URGENT ADDRESS CHANGE”.
Do you offer free returns?
To keep our product prices competitive, customers are responsible for return shipping costs unless the item is faulty. We recommend using a tracked service to ensure your return reaches us safely.
How long does the refund take to reach my bank?
Once we issue the refund via Stripe, it typically takes 5-10 business days to appear on your statement. This timeframe is dictated by your bank’s internal processing.
