If you need immediate assistance, please email help@samandcolby.com and our amazing Customer Service team will be happy to help you out!
I ordered the wrong size item, what do I do?
Orders are processed very quickly once you place them. If your order has not been processed yet we can definitely help you!
Please email help@samandcolby.com and include:
If the you need to make any changes past 24 hours, you may need to wait until your item arrives and process an exchange here: https://shopxplr.loopreturns.com/
I need to change my shipping address, what do I do?
You can change your shipping address if your order has not been processed yet. If you would like to change your shipping address, email help@samandcolby.com and include:
Our amazing Customer Service Team will be happy to assist you and let you know if it’s possible.
How long does shipping take for US orders?
Once your order ships from one of our warehouse, most items are delivered to the customer within 3-7 days after the item ships.
When will my package arrive?
Please allow up to 3 weeks processing and shipping time on all items for domestic shipments. For international shipments, please allow a few more weeks. We will send you tracking information once your item has left our facility and is on its way to you!
Do I have to pay International Customs and VAT?
For International Shipping, customs has the right to impose an additional fee or VAT. The fee varies by country and we are unable to calculate this in advance. The Company is not responsible for the payment of this fee.
Using the UK as an example, they state they will charge VAT on any shipment with a value greater than £15, which equates to approximately $23.27 USD.
You can read more about import taxes and duties for the UK here:
https://www.gov.uk/goods-sent-from-abroad/tax-and-duty
Taxes will vary from country to country, as will tax enforcement. We have found Canada and the UK to be among the countries with the strictest enforcement, unfortunately. At any rate, this is an extremely common issue for international customers. For folks that are especially upset or feel they were unlawfully taxed, we recommend they contact their customs office to file a dispute. Customs offices will have forms available where their citizens can file their dispute, like this one for the UK:
https://www.gov.uk/government/publications/import-and-export-application-for-repaymentremission-c285
If you have questions, feel free to reach out to us directly at help@samandcolby.com
Do you ship internationally?
Yes! We ship worldwide.
Packages leaving the US will be shipped to a regional hub and then to the destination country. Once the packages reach their destination country, they are handed over to the country's local postal service for final delivery. Keep in mind that international orders can take up 3- 8 weeks to be delivered.
What happens if my package is lost or stolen?
We are not responsible for any lost, stolen, damaged merchandise or delayed delivery once we have shipped your order. Once you have received a delivery confirmation number, any claims should be made with the carrier. We are not responsible for customs, duties, taxes or miscellaneous fees incurred from importing our products, and carriers might consider the package as abandoned if such fees are not taken care of by the customer.
If you paid for Navidium insurance protection and have run into an issue with you order please contact us at Help@samandcolby.com and we will process your claim.
Do you accept returns?
To request a return, you can visit our Returns Portal. Your refunded amount will be reduced by the return shipping fees once you process the return in the portal..
