Delivery & Returns Policy

Delivery Policy

UK Shipping

Orders shipped from our UK office.

Delivery fees: Available delivery options and costs are displayed at checkout before you place your order.

Order processing and sourcing: All items are sourced exclusively upon customer request. Once an order is placed, we begin the sourcing and procurement process. This process typically takes up to 10 business days before the item is ready for dispatch. Please note that this is an estimated timeframe and not a guaranteed dispatch date.

Shipping days: Orders are dispatched on Monday to Friday, excluding UK public holidays.

Estimated delivery time: Once dispatched, UK orders are sent using a tracked next-working-day delivery service. Delivery is therefore typically 1 business day after dispatch.

Estimated total timeframe: Please allow up to approximately 11 business days from placing your order to delivery, comprising up to 10 business days for sourcing and processing, followed by approximately 1 business day for delivery.

International Shipping

Orders may be shipped from our UK or Belgian office, depending on the destination and availability. Where possible, orders to European destinations are shipped from our Belgian office.

Delivery fees: Available delivery options and costs are displayed at checkout before you place your order.

Order processing and sourcing: All items are sourced exclusively upon customer request. The sourcing and procurement process typically takes up to 10 business days before the item is ready for dispatch. Please note that this is an estimated timeframe and not a guaranteed dispatch date.

Shipping days: International orders are dispatched on Monday to Friday, excluding applicable public holidays.

Estimated delivery time: International delivery times vary depending on the destination and shipping service selected. The estimated delivery timeframe will be displayed at checkout where available.

Delivery Delays

Any delivery dates or timeframes provided during the ordering process or in order confirmation and shipping confirmation emails are estimates unless a specific delivery date has been agreed with you.

If your delivery is delayed, we will contact you as soon as reasonably possible. We are not responsible for delays caused by circumstances beyond our reasonable control, including severe weather, accidents or unforeseen transportation delays.

Tracking

Once your order has been dispatched, tracking details will be provided by email and/or text message, where available, so that you can monitor your parcel's journey.

 

Returns & Exchanges

As personal shoppers, we source each item exclusively upon request rather than holding stock. When you place an order, you are asking us to source a specific item on your behalf.

We may begin the sourcing process immediately after you place your order. Your card will be authorised when your order is placed, but payment will only be captured once we have successfully sourced your requested item.

Once we have successfully sourced your item, our sourcing service is considered fully performed. At this stage, you will no longer be able to cancel the sourcing service under the statutory 14-day cancellation right.

If you cancel before our sourcing service has been fully performed, you may be entitled to a refund. Where we have already provided sourcing services before you cancel, we may deduct an amount reflecting the services provided up to the time of cancellation.

If we are unable to source your requested item, your order will be cancelled and no payment will be captured. Your card authorisation will then be released.

We carefully inspect all items before dispatch. If your item arrives damaged, faulty or materially different from its description, please contact us as soon as possible and, where possible, within 48 hours of receipt. Your statutory consumer rights in relation to faulty or misdescribed goods are not affected.

If you are unsure about sizing, fit, colour or style, we strongly encourage you to contact us for personalised guidance before placing your order. Our team is always happy to assist.

To request a cancellation or report an issue with an item, please contact us at support@thesamplesalesteam.com.