how can we help?
We’re so happy you’re here. If you have any questions or concerns, our team would be happy to help. We’re online from Monday to Friday, from 8am - 5pm PST. Please allow 24-48 hours for us to get back to you. You can reach out via the chatbox or email us at firstname.lastname@example.org.
Once your order has been placed, please allow for 2-3 business days for your order to be processed by our fulfillment team. For any items that include a monogram, please allow for an additional 2-3 weeks for processing, as these items are made to order. Please note that monogrammed items will ship separately from remaining items on your order.
If your order includes one or more pre-order items, the entire order will ship together once all items are available to ship.
USA Domestic Shipping & Delivery Times:
Standard Shipping: 2-5 business days
Free standard shipping on orders over $150
Canada Domestic Shipping & Delivery Times:
Same day shipping in Toronto
Standard Canada-wide shipping: 2-5 business days
Free standard shipping on orders over $150
FedEx Expedited shipping: 5-7 business days
Standard shipping: 7-15 business days
International customers have the option to expedite your order by paying for FedEx Expedited shipping.
For North American customers, all duties and taxes are included in your shipping cost.
For international customers outside North America, there may be duties or taxes upon arrival into your country based on where you live. If you require more information on what duties and taxes may be due upon delivery, please contact your local customs office. If a customer refuses to pay for the legal duties and taxes due on a SAMARA shipment, SAMARA is not responsible for the potential repercussions with the postal service.
1. If you are not satisfied with your purchase, please reach out to our customer support team within 14 days of delivery to initiate a return. SAMARA customer support email is email@example.com.
2. Once provided with a prepaid shipping label, please pack the product(s) in their original linen dust bag and/or gift box, and ship the package back to us within 1 week of receiving your prepaid label. Please note, SAMARA does not offer free returns. Any costs associated with return shipping will be deducted from your refund.
3. Track the package to ensure that there are no delays or delivery failures. SAMARA can only refund packages that are successfully delivered back to one of our warehouses. Failed deliveries that are caused due to outstanding duties, taxes and fees cannot be refunded.
4. Once your package has been received and your tracking information is updated to "Delivered", please allow for 5-7 business days for the returned parcel to be processed at our warehouse. Once the return has been processed, our team will reach out for the refund, credit or exchange. Any refunds to the original method of payment will take approximately 2-5 business days for the amount to be reflected in your bank statement.
5. SAMARA only accepts returned products shipped back to our warehouse that are unused and in their original packaging. Any items returned used, damaged, or missing one or more components (e.g. gift box or dust bag), will not be accepted.
Canada Returns Address: Bolt ATTN SAMARA, 724 Caledonia Rd Toronto, ON, Canada M6B 3X9
USA Returns Address: Shopify USW3 ATTN SAMARA, 555 Vista Blvd, Sparks, NV, USA 89434
International Returns: All international orders are final sale and cannot be returned.
International orders are a final sale, and cannot be returned.
For orders within North America, SAMARA will accept returns on all products within 14 days of you receiving your item.
If your item is damaged upon delivery, we need to be notified within 14 days of you receiving your item.
Please note that at this time, the customer is responsible for the cost of shipping back the product. The customer is also responsible for any duties, customs or taxes involved with this shipment. Any shipping fees paid at the time of purchase will be deducted from the final refund.
Black Friday: If an item is bought on sale (including our Black Friday promotion), it is considered a final sale and non-refundable. You can exchange or receive a store credit within 14 days of delivery. Please note that for any exchanges, the customer is responsible for the cost of return shipping.
Gift Cards: All gift card purchases are final sale and are non-refundable.
Monogramming: Any items purchased with a monogram are final sale, and cannot be returned or exchanged. Monogramming is only available for new items purchased.
Discount Codes: Our website honours one discount at a time. If you already have a discount code applied to your order, you won't have the option of adding an additional one. Once you remove it, the discount bar will reappear. Discount codes cannot be applied onto sale pricing, including our Black Friday or Gift with Purchase promotions.
Gift with Purchase Promotion: In order to receive the complimentary gift, you must add the item to your cart in order to have it automatically discounted by 100%. If the gift is not in the order confirmation, the promotion will not be valid. Please note that while we will try our best to accommodate the colour you have selected for the free gift, SAMARA has the right to substitute your selection for the same product in a different color at our discretion. All complimentary gifts are non exchangeable and non refundable. This promotion cannot be combined with other offers and is only valid while supplies last.
If you are returning an order that includes a complimentary item, the gift is required to be sent back with the entire order. If it is not included in the returned order, the retail price of the complimentary item will be deducted from the total amount refunded or credited.
Please note our website displays local currencies to help simplify your browsing experience, but all orders are processed in USD. Unfortunately, we do not accept orders in different currencies at this time.
Special orders are custom orders placed on our website, such as monogram personalizations. Any items purchased with a monogram are final sale, and cannot be returned or exchanged. Monogramming is only available for new items purchased. Existing SAMARA items you have purchased in the past, unfortunately, cannot be monogrammed at this time.
Our team works quickly to get orders shipped out as soon as possible, so we are unable to make any changes or cancel orders after orders are placed. This includes orders for pre-ordered items.