Your satisfaction is our goal, however there are circumstances where you may need to return a dress, please read our Return Policy and Procedure.

Return Policy and Procedure - please read carefully before submitting your order.

 

1.  By ordering from SAMUI FROCK SHOP, you are agreeing to the following terms and conditions.

  If you do not agree with these terms, please exit our site.

 

 Please print this page and retain for your records.

 2.  Our policy was created in accordance with, Visa, Mastercard, Amex according to the latest updates on Merchant/Seller requirements for credit card transactions.

 

 We do not authorize or offer cancellations of orders after an order has been placed.

 

 Also on special orders or when and order has been shipped.

 3.  Our website does not reflect current availability of items in stock.

 

 Please check on the availability of the items you wish to purchase before placing your order.

 You can do this by calling us on 0116 2622702 or contacting us by email.

 

 In the case of exchange on the original purchase, the customer is responsible for all return postage and shipping costs.

   

Return Procedure - Your satisfaction is our goal!  

 

 4.  Each and every garment is thoroughly inspected inside and out by our staff, for faults, splits in seams, snags in fabric and defects, etc. 

 To ensure that your garment is in perfect condition when it reaches you and will be re: inspected if returned to us to ensure it is in the same condition.

 

 If you would like to return or exchange an item (excluding final sale items), it is mandatory that you contact us first by phone or email  for a Return Merchandise   Authorization (RMA) number within 2 business days of receiving your item.

 

 Please include your Order number, Name, Phone Number, Address and nature of the problem.

 

 A Customer Service Specialist will contact you within 1 business day to provide return instructions. 

 

 Your Return or Exchange must comply with the provisions in the Return policy and the Return guidelines. 

 

 Any unauthorized returns that are received will not be accepted and refused.

 

 5.  Please DO NOT return your item to the return address on the package.

 

 In some cases, your item is sent directly from the manufacturer, who does not accept returns, and will discard of the item.

 

 You will not receive a refund for items sent back to the manufacturer or anywhere other than the address provided by our Customer Service Specialist in the return instructions.

     

Return Guidelines - Your satisfaction is our goal!  

 

 6.  Returned items must be sent within 2 days of receipt of return instructions using a traceable shipping option with a preferred carrier (UPS, FedEx, USPS, etc.) in order to receive a credit card refund or exchange.

 

 7.  Items sent after 2 days of receipt of return instructions are not refundable or exchangeable and will be refused.

 

 8.  The Item MUST be UNWORN and clothing tag MUST still be attached. 

 All of the original packaging must be included with the return Items must be as new in a re-saleable condition.

 

 9.  We strongly recommend that you measure your bust, waist and hips before purchasing a dress. It is very important not to guess your size measurements!!

 

 10.  Please note that some Evening Wear designers cut slightly different than conventional High Street sizing every designer has their own size chart.

 

 11.  If you have any doubts about sizing please contact us on 0116 2622702 or 07803621936 to discuss the options before purchasing.

 

 12.  Please do not attempt to wear the item and then return it to us. We are not a hire service!!

 

 13.  Any goods subject to this evidence will be sent back to you, 

 

 14.  Please note when purchasing mail order goods, some items that are sent may be creased, also occasionally dresses to naturally shed a few beads, we are    sorry but we have no control over this.

 

 15.  UK, Scottish highlands (postcodes IV, HS, KA27-28, KW, PA, PH, ZE), Northern Ireland, IOW, IOM. The shipping method used will depend on the weight of the gown.  If the weight is over.2kg then shipping becomes more expensive.  We will contact you to discuss shipping Eire, Channel Isles & Rest of Europe. Rates applied at checkout based on weight of parcel.

 

 16.  We are not responsible for in-correct delivery information provided by, you the buyer, this includes goods that have been sent to a different location example wrong postcode or in-correct delivery address provided by you the buyer and have been signed for at the wrong address please make sure before you purchase items on the SAMUI FROCK SHOP website you provide the correct delivery Information.

  

 Please note we only post to the cardholders address and cannot accept orders to PO Box numbers, Temporary accommodation.

 

17.  Work premises or Hotels, we are not responsible for items that are not sent to the buyers billing address and want them sent to work places.

  

 18.  It is common for evening wear to require some adjustments or alterations in order to get the right fit for you.

      

 19.  Special Order Products

 

 20. Our delivery times for some special orders/made to measure are around 10-12 weeks. Delivery times are not guaranteed, but we do our best.

 

 Special Orders/made to measure items cannot be returned, after you have received them unless they have been inspected and  confirmed as defective by SAMUI FROCK SHOP.

 

 21.  It is your responsibility to check details and aspects of your order are correct and suitable for your requirements including size, measurements, style and colour.

 

 We do NOT accept responsibly of incorrect size measurements with are provided by you.

 

 22.  We WILL NOT accept a return if it smells of smoke, perfume, or any other odours, if it is covered with pet hair, stained, inside or out, snagged or damaged in any other way, etc. Regardless of if the item has been worn or not.

 

 23. Items received without a Return Merchandise Authorization (RMA) number are not refundable or exchangeable. 

 

 Shipping charges are not refundable in any circumstance.

 

 24.  For your protection, please insure any items that you return to us and retain your shipping receipt and tracking number.

 We are not responsible for return shipping costs or returned items that are lost in transit or do not reach us.

    

 25.  If all conditions are met, your refund will be processed within three business days of receiving your returned item.

  

 Depending on your bank or credit card company, please note that, it may take up to 7 business days for your refund to appear on your account after we process your return.

 

 26.  An order acknowledgement email will be sent to you detailing the products that you have ordered.

 

 27.  Please note this email is merely an acknowledgement of your order and not an acceptance or confirmation of your order with SAMUI FROCK SHOP ONLINE.

 

 28.  The majority of our dresses are dispatched within 48 hours, except for gowns out of stock, for items that have to be ordered please allow more time for delivery.

 

 We will confirm orders with you either by E-mail or telephone.

 

 To avoid disappointment please order your gown well before your special event, also allow time for delivery and alterations.

 

 29.  Please note we DO NOT refund on multiple purchases, so we suggest that you only order ONE dress at a time.    

 

 30.  Occasionally some items may take longer than others but we will always keep you informed on the progress of your order,

  

 By making a request/order you are offering to purchase a product which we will accept to sell to you on the following terms and conditions. 

 

 All requests are subject to availability and confirmation of the order price by us.

 

 31.  Dispatch times may vary according to availability and any guarantees warranties or representations made as to delivery times are limited to mainland UK.

 

 32.  We are not responsible for any delay in delivery occurring due to postal delays or acts of god.

 

 Before returning an item, we must be notified of your intention to return or exchange an item within 48 hours of you receiving it, either  by Letter or E-mail, text messages are unacceptable You will be then be issued a returns number, this needs to be written on the front of the package.

 33.  Any goods that are not accompanied by an official returns number will not be accepted and sent back to you.

 

 If you the Buyer fails to inform us the intention to return items, so you the Buyer shall be deemed to have accepted the Goods.

 

 ITEMS IN STOCK WILL BE DESPATCHED WITHIN 24 HOURS,

 FOR THOSE OUT OF STOCK YOU WILL BE NOTIFIED BY EMAIL

 OF APPROX DELIVERY TIME AND GIVEN THE OPTION

 OF CANCELLING/CHANGING YOUR ORDER