How can we help?
Everything about ordering, free worldwide shipping, tracking, replacements and SamagShop Protection. Search a keyword or browse the topics below.
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Orders & Checkout
How do I place an order?
Add your items to the cart, open the cart and tap Checkout. Enter your shipping address and pay securely — that's it, you'll get an email confirmation right away.
Can I change or cancel my order after paying?
Yes, but only before it enters processing. We prepare orders fast (24–48h), so contact us immediately at support@samag.shop or on WhatsApp at +44 7576 056768. A cancelled order is refunded in full to your original payment method.
I didn't receive an order confirmation — what now?
Check your spam folder first. If it's still missing after a few minutes, message us with the email used at checkout and we'll resend it.
Do I need an account to order?
No, you can check out as a guest. Creating an account simply makes tracking and re-orders faster next time.
Shipping & Delivery
How much is shipping?
Nothing. Shipping is 100% free on every order, worldwide, whatever the item — with no minimum order amount.
How long does delivery take?
We prepare your order in 24–48h, then delivery takes 7 to 14 business days worldwide. You're kept updated by email at each step.
Do you ship to my country?
Yes — we ship worldwide, including Burkina Faso and across Africa, Europe, the Americas and Asia, always with free shipping and the same 7–14 business day window.
Can I track my parcel?
Absolutely. Once your order ships you'll receive a tracking number, and you can follow your parcel live on our tracking page, from our chat or your confirmation email.
Will my order arrive in one package?
If you ordered several items they may ship separately to reach you faster, so they can arrive on different days. Each shipment gets its own tracking.
Customs, Duties & Import Taxes
Will I pay customs duties or import taxes?
It depends on your country's rules. Some destinations apply local import duties or VAT on arrival, which are set by your customs authority and aren't included in the item price. We declare every parcel in line with regulations.
How can I know the amount in advance?
Duty thresholds vary by country and product value. If you're unsure, your local customs office can confirm, and our team at support@samag.shop is happy to help you estimate.
Order Tracking
Where do I find my tracking number?
It's in your shipping confirmation email, and our assistant Alicia can pull it up in chat. Once you share it, you get a one-tap Track Your Order button.
My tracking hasn't updated in a few days — is that normal?
Yes, it can pause between scans, especially during international transit or customs. If nothing moves for several days, reach out and we'll follow up with the carrier for you.
Tracking says delivered but I don't have it.
Please check with neighbours and your building's reception, then contact us within 24h. We'll open an inquiry with the carrier.
Returns & Replacements
Do you accept returns?
We don't accept returned parcels — please don't send items back to us, as they can't be received. You're still covered: if your item arrives damaged, defective or wrong, we replace it for free, with nothing to send back (see SamagShop Protection below).
Can I exchange an item for another size or colour?
Exchanges aren't possible once an order is delivered, so please check sizes, colours and quantities carefully before checkout. Not sure? Ask us before you order and we'll help you choose.
Refunds
When can I get a refund?
Refunds apply to orders cancelled before they enter processing. The full amount goes back to your original payment method; the time it takes to appear depends on your bank. For a damaged, defective or wrong item, we send a free replacement.
SamagShop Protection
What does SamagShop Protection cover?
If your item arrives damaged, defective or wrong, we send you a free replacement. Report it within 24 hours of delivery with photos or a video — no need to send anything back. Details on our Delivery Guarantee page.
Do I need to pay extra for it?
No — SamagShop Protection is included with every order. Just contact us and we'll take care of you.
Payments & Security
Which payment methods can I use?
Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, Klarna and more. The options available depend on your country and are shown at checkout. All transactions are encrypted.
Is it safe to pay on Samag Shop?
Yes. Payments go through Shopify's encrypted checkout (PCI DSS Level 1), and we never see or store your full card details. More on our Secure Payment page.
Can I pay in my local currency?
Prices display in your local currency automatically wherever supported, so you always know what you're paying.
Products, Quality & Compliance
Are your products genuine and compliant?
Yes. We curate our catalogue and our products are sold in line with applicable safety and compliance standards for the markets we serve.
The item I want is out of stock — what can I do?
Stock rotates often. Message us with the product and we'll let you know when it's back or suggest a close alternative.
Do products come with a warranty?
Items that arrive damaged or defective are covered by SamagShop Protection: report them within 24h of delivery for a free replacement. For specific manufacturer warranties, check the product page or just ask us.
Damaged, Defective or Wrong Items
My item arrived damaged or broken.
We're sorry! Report it within 24h of delivery with photos or a video and we'll send you a free replacement. You don't need to return the item.
I received the wrong product.
Contact us within 24h with your order number and a photo. We'll send you the correct item free of charge — no return needed.
My order is running late.
Delivery takes 7–14 business days and can pause at customs. If your tracking hasn't moved for several days, contact us and we'll follow up with the carrier for you.
Account & Privacy
How is my personal data handled?
Your data is processed securely and only to fulfil your orders and support you, in line with our Privacy Policy. We never sell your personal information. More on our Data Protection page.
I forgot my password.
Use the “Forgot password” link on the sign-in page to reset it in seconds. If you're stuck, we'll help you regain access.
How do I update my address or details?
Sign in and edit your account preferences. If an order has already shipped, contact us and we'll do our best to update it.
Contact & Human Support
How do I reach a real person?
Our team replies at support@samag.shop and on WhatsApp at +44 7576 056768, and our assistant Alicia can connect you to human support directly from the chat whenever you need it.
Who is behind Samag Shop?
Samag Shop is operated by SAMAG GROUP LIMITED (Company No. 17105835), based in London. Our promise: borders should never limit your lifestyle.
What are your support hours?
We aim to reply as quickly as possible, every day. For urgent order issues, include your order number so we can act fast.
Still need a hand?
Our team is here for you — reach out and we'll sort it out.
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