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FAQ

There are lots of good questions that have come from our customers, here are a few answers to clarify them:

Shipping & Handling

We ship orders all over the world. If you want to know more detailed information, please look at the dedicated “Shipping & Handling” page or consult our Customer Service staff.

What is your return policy ?

Products with quality-related issues may be returned for a refund or exchange by first contacting Customer Service within 7 days of receiving your order. Buyers will be responsible for any return shipping fees incurred. SammyDress will pay the shipping fee of the outward bound replacement item if you want an exchange.

Please note that all returned items must be in brand new condition, unused/unworn and with all original tags, contents and packaging intact.

For clearance products, discounted products and custom-made products, returns and exchanges are not accepted. Please see the relevant detailed information of the item when making the order.

How soon will i receive my refund for my return ?

We will process the refund after we receive your package, to confirm whether your items adhere to our Return Policy. Following confirmation, we will authorize the refund for you, this usually takes 3-5 working days for us to process following receipt of your package and we will send email notification. The payment method and policy of the respective payment providers determine when the refund will appear in your account balance.

I ordered the wrong colour/size/style can I change it?  

Sure.  Let us know as soon as possible in a note on your purchase and we can change it right away if it has yet to shipped.  After it has shipped, there is nothing we can do.

Why are you so cheap?

We source items in bulk from overseas suppliers, then ship them from an overseas location on demand, directly to you.  This cuts costs as we don't have to pay expensive customs fees on one large bulk delivery, instead it is lots of little ones.  We're not paying ridiculous New Zealand rental prices to hold items in, so can pass those savings on to you.

I ordered a week ago, my delivery hasn't arrived? 

Our setup is such that items have to be dispatched from an overseas location to your home.  This process often takes between 10 and 30 business days.  We will update you with a tracking number on request so you can gain a better idea of when your item will arrive. We definitely want you to receive your items in a timely fashion and are definitely not running a scam. Our reputation is important to us globally, if you have any queries please ask us privately. If your item is lost or damaged, we will refund your purchase.  

How can I pay?

We accept credit/visa debit (via PayPal on the .com website only).

My item is damaged/faulty can I get a refund? 

Sure thing, simply send the item back to us and we'll replace or refund it for you.

I picked the wrong size and I didn't bother checking the measurements. Can I get a refund?

Unfortunately you must pick your sizes carefully prior to purchase and therefore we can't refund you if you have ordered the wrong size.  

Do you have a store?  

Our business model is already tight in terms of costs, if we were to run a store in the current economic environment we would quickly fade away due to out of control expenses. For this reason we run exclusively online. 

Do you ship to USA/UK/EU/Australia/Overseas?

YES. We ship globally, and the timeframe for delivery remains the same.

I ordered M but my item says XL? (substitute other sizes)

Based on information from our suppliers and using comparisons to Western products, we sell our sizes based upon their US size scheme, however some items will still bear size labels from their originating country.