Refunds & Returns

At Samuels, we specialise in vintage and pre-owned clothing. Every piece is individually selected and photographed, and we make every effort to accurately describe its condition, including any notable signs of wear, marks, fading or other imperfections.

Returns

If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving it.

If you wish to cancel, please contact Samuels within 14 days of receiving your order. Once you have notified us, the item must be returned without undue delay and no later than 14 days after notifying us of your cancellation.

The cost of returning an item is the responsibility of the customer unless the item is faulty or was not as described.

Returned items must be in the condition in which they were received. As our pieces are vintage and pre-owned, items must not have been worn, washed, altered, damaged or otherwise used beyond what is reasonably necessary to inspect and try the garment.

We reserve the right to make an appropriate deduction from a refund where an item has been damaged or its value has been diminished through handling beyond what is reasonably necessary to establish its nature, characteristics and condition.

Items returned with new stains, odours, damage, alterations or other significant changes from their condition when sent may therefore be subject to a deduction from the refund.

Condition of Vintage & Pre-Owned Items

Vintage and pre-owned clothing naturally shows varying degrees of age and wear. Any significant imperfections, marks, fading, repairs or other notable characteristics will be described in the product listing and shown in the photographs where possible.

By purchasing an item, you acknowledge that it is a pre-owned or vintage garment and may show reasonable signs of previous use consistent with its age and description.

This does not affect your statutory rights where an item is faulty, not as described or otherwise fails to meet the requirements of applicable consumer law.

Faulty or Misdescribed Items

If an item arrives faulty or is materially different from its description, please contact us as soon as possible with details and photographs of the issue.

Your statutory consumer rights are not affected by this policy. Where an item is faulty or was not as described, you may be entitled to a repair, replacement, price reduction or refund depending on the circumstances.

Refunds

Once a returned item has been received and inspected, any refund due will be processed using the original payment method.

Where a customer exercises their statutory right to cancel an online order, we will refund the applicable amount within the timeframe required by law. This includes the cost of standard delivery where applicable. Any additional cost paid for an upgraded delivery service is not refundable.

We may wait to process the refund until the item has been received back or you have provided evidence that it has been sent back, whichever occurs first.

How to Request a Return

To request a return, please contact Samuels using the contact details provided on our Contact page, quoting your order number and explaining that you wish to cancel your purchase.

We will then provide the information required to return your item.

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Nothing in this policy affects your statutory consumer rights.