shipping & returns
When will I receive my order?
Once you've placed your order from Samantha Chong, you will receive a confirmation email. Each individual garment will vary in the time it takes to prepare and dispatch. Our standard processing time to prepare your order is 1/15 business days but during busy and seasonal periods this may vary. This is due to the hand crafted nature of the studio and how long it takes to carefully prepare each order.
If you require your order sooner, please contact the studio direct via email to see if your order can be produced for the date by which you need it for:
(please allow up to 24/36 hours for replies)
How we prepare and ship:
All orders are sent by Royal Mail via the method the customer has selected at the checkout. Once a parcel leaves our studio, shipping and tracking confirmation will be sent through email. All methods of shipping can provide a delivery confirmation status.
RM track 24 - next business in (not guaranteed)
RM 1st Class - 1/3 business days
RM 2nd Class - 2/5 business days
RM Special Delivery Next Day - Guaranteed next business day delivery by 1pm (time can slightly vary depending on location)
RM Saturday Special Delivery - Guaranteed Saturday delivery by 1pm (time can slightly vary depending on location)
If you have selected Royal Mail Special Delivery, once your order has been prepared and is ready to be shipped, you will receive your order the next working day before 1pm on receipt of a shipping confirmation email.
If you have selected a guaranteed Saturday delivery, your order will be sent by Royal Mail via ParcelForce and is guaranteed before 1pm on the nominated day.
In the event that you're not home when your parcel is tried for delivery, the post service will leave a card for you to collect your order from your local depot.
Unfortunately we cannot instruct the post service to leave the unsigned parcel in designated areas if you're not going to home.
Orders shipping to Ireland/Europe will normally dispatch with DPD or UPS depending on location, size and weight of the order. Transit time is approximately 2/3 business days for Ireland and 2/7 business days for the rest of Europe.
Orders shipping to the US and rest of the world will be shipped via UPS or DHL, transit time of up to 7/14 business days depending on location.
It is important that all contact information such as phone and email information are correct when placing your order as this is what is used to pass to the courier service when the customer is contacted for any duty import tax to be paid on the order through the courier service.
Failure to supply correct information will result in your order being rejected at the border and returned back to us. In such events, the customer will be liable for any fees and additional shipping charges that will be incurred to re-send the shipment. Orders cannot be cancelled by the customer as a result of rejected delivery.
I haven't received my order?
In the event that you're not home when your parcel is tried for delivery, the post service will leave a card for you to collect your order from your local depot. If no card is left but you have received a confirmation shipping email and the shipping time has lapsed in accordance with your transit time; please refer to your email to see if it contains a tracking number. Show the shipping email and tracking number along with photo ID to your local Royal Mail depot and this should be sufficient to collect your parcel.
If your email does not contain a tracking number but you have had confirmation that the order has been shipped please contact us direct and we will be happy to help. Shipping emails not containing tracking numbers is normal, not all shipping methods will have tracking information.
In the event that you're not home when your parcel is tried for delivery, the courier service will leave a card for you to rearrange another delivery. Customers should also receive direct communication from the courier service via email about their delivery and should be able to monitor the shipment through its journey. Please make direct contact with the courier service about rearranging a delivery, quoting relevant tracking numbers.
In the event that you are not completely satisfied and wish to make a return, clothing and accessories (excluding pierced jewellery/swimwear/underwear) purchased from the shop floor or e-boutique can be returned and exchanged for another product or returned for a credit value.
In the event of a non exchanged return, a credit note value will be issued, valid for 6 months from date of return to be used by the customer only and is non transferable to another person. If your order has been returned by post, we keep your details on file once returned with the amount that the customer has to use.
To redeem, simply email your new order. Credit values can not be used as a payment method for online purchases.
Custom sized/made to measure orders and garments/products that have been altered or customised in any way that differ from the original advertised piece are non returnable, all sales are final.
The return can be made within a 10 business day period from date of delivery for UK customers and 14 working days for international customers with a valid receipt/invoice providing the item has not been worn, used and/or shows no sign of wear and is in perfect, re-sellable condition with labels in tact.
Please note that your intended return will be rejected if there are any stains/marks of make-up/artificial tan/general body marks or stains or any signs of wear and/or any strong household smells and/or strong artificial cleaning smells such as febreeze etc.
For the exclusive hand crafted nature of the boutique and e-boutique with limited availability of units and time to manufacture the products, we do not operate a refund policy.
If you wish to return your order and it falls within the guidelines stated, please return to:
Samantha Chong Studios
Ormskirk Business Park,
83A New Court Way,
West Lancs, L39 2YT.
Please use a reliable and appropriate method of postage and packaging to return your purchase as we cannot take responsibility for parcels lost or damaged in the post. The customer is liable for any postage fees that you will incur to return the order back to us.
If any item of clothing or jewellery is deemed to be faulty please return back to boutique so it can be investigated for repair or replacement:
Any reduced product purchased in sale periods are non returnable or exchangeable. All sales are final.
This does not affect your statutory rights.
By ordering online we accept that you have read and understood our terms and conditions of sale.