At Samantha Wear Ltd, we want you to be completely in love with your purchase. If something isn’t quite right, we’ve made our return process as straightforward as possible.
1. Your Right to Cancel (UK Consumer Contracts Regulations)
As a UK-based customer, you have the legal right to cancel your order within 14 days of receiving your goods.
Notification: You must inform us of your decision to cancel via email at payment@samanthawear.com.
Return Window: Once you have notified us, you have a further 14 days to return the items to our Middlesex facility.
2. Return Conditions & Requirements
To ensure a smooth refund process, please ensure the following:
Items must be in original condition: unworn, unwashed, and free from any scents (perfume or smoke), make-up, or deodorant marks.
Tags & Packaging: All original tags and hygiene stickers must remain attached and intact.
Proof of Purchase: Please include your order confirmation email or packing slip inside the return package.
3. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are faulty:
Intimate Apparel: Underwear, bodysuits, and swimwear (if the hygiene seal is broken).
Jewelry: Earrings and pierced jewelry.
Sale Items: Items marked as “Final Sale” (this does not affect your statutory rights regarding faulty goods).
4. Step-by-Step Return Process
Email Us: Send a request to payment@samanthawear.com with your order number (e.g., #SW1234) and the items you wish to return.
Approval: Our team will respond within 24–48 hours with a Return Authorization Number (RAN) and the full return address.
Ship: Securely pack your items. We strongly recommend using a Tracked/Insured service (e.g., Royal Mail Tracked 48) as the package remains your responsibility until it reaches us.
Inspection: Once received, our quality control team will inspect the items within 3 business days.
5. Refunds & Processing Time
Original Payment Method: All successful returns will be credited back to the original card or account used via Stripe.
Amount: We will refund the full price of the goods. Please note that original shipping charges are non-refundable unless the item is faulty.
Timeline: While we process returns quickly, please allow 5-10 business days for the funds to reflect in your account. This delay is often due to bank processing times and is outside our control.
6. Exchanges
We currently offer size exchanges for the same style, subject to stock availability.
If you need a different size, please specify this in your initial return email.
If the requested size is out of stock, a refund will be issued instead.
To secure a different item entirely, we recommend returning your original order for a refund and placing a new order immediately.
7. Faulty or Incorrect Items
We take great pride in our quality, but if we’ve missed something, we’ll fix it!
If your item arrives damaged or you received the wrong product, contact us within 48 hours of delivery.
We will provide a pre-paid return label and offer a full refund or a priority replacement at no extra cost to you.
Contact & Location
Samantha Wear Ltd Customer Service Department 35 NENE GARDENS, FELTHAM, MIDDLESEX, TW13 5PQ, UNITED KINGDOM
