Refund & Return Policy
We take pride in what we sell and your satisfaction and feedback is very important to us and the evolution of the store and its products. We want your buying experience to be pleasurable and simple, if for any reason you are not 100% satisfied with your order ie; wrong size was ordered, wrong item was sent or just not happy with your purchase we will gladly issue you a refund.
INITIATING A REFUND
To initiate a refund please message us on the virtual customer service portal (https://www.samuelfarrand.com/pages/contact) with your order #, your return tracking # and briefly tell us the reason for the return so that we can record the data for our own product evolution. We will message you back with the email address that you supplied to us with return instructions.
To be eligible for a refund please make sure your item meets the following criteria:
1) all items must be Unused/Unworn
2) all items must be In Original Packaging
3) all items must be Free of Foreign Smells
4) all items must be Free of Defects not caused by our error
6) You have notified us within 7 days of receiving the item from the day it was marked delivered by the postal carrier
If any of the following criteria is non-present we retain the full right to refuse your return. We will not issue refunds for the following:
1) Wrong address was given at time of order and the store was never notified of this change
2) Orders which have been marked delivered for longer than a 7 day period
SHIPPING YOUR RETURN
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend all items that are being shipped back to have a tracking #, and if necessary insurance. Please keep this information in a secure spot. If you don't have a tracking # and your package gets lost we will have no way of telling you sent the return and we cant issue your refund. In the unlikely event the return is lost by the postal carrier it is the customers responsibility to file the claim.
RECEIVING YOUR RETURN
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
We understand mistakes happen, We will gladly issue out refunds for those who ordered the wrong size or just simply not happy with what they received. If you are requesting a refund please do keep in mind that each order placed with us is a binding contract that tells to us to create what you as a customer want to receive, because of our made-to-order process there is a 15% non-negotiable restocking fee. The restocking fee will be deducted from your total Refund, and a credit will automatically be applied to your credit card or original method of payment. We will provide your refund within a maximum of thirty days. If you do choose to spend your refund in our store again, just let us know about your purchase and we will gladly re-credit the restocking fee on your new purchase.
The Art of Samuel Farrand team moves very fast to ensure everyone's orders are processed and received in a timely manner, If you want to cancel your order please notify the store within 1hr of ordering and we will gladly cancel your order. We process orders manually 2-3 times a day, if you don't contact us within that time frame chances are your order will be put into production and you will have to follow through with the return process
We will happily refund you for the full amount if you received any item(s) that is defective or is received in error, the Seller will be responsible for shipping out the correct product and supplying the Buyer for return shipping labels and all reimbursements that may accrue. 15% Restocking Fee does not apply in this instance
WHEN TO EXPECT YOUR ORDER
Our products feature original artwork and are custom manufactured when you order them. For this reason please allow 2-3 weeks shipping time and to receive your order. In rare occurrences some orders may take longer then 3 weeks.