How can we help?
Everything about ordering, worldwide shipping, returns, refunds and Buyer Protection on Samag Shop. 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, as long as it hasn't shipped. Since we prepare orders fast (24–48h), contact us as soon as possible at support@samag.shop and we'll update or cancel it for you.
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, returns and re-orders faster next time.
Shipping & Delivery
How long does delivery take?
We prepare your order in 24–48h, then delivery takes 3 to 7 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. The same 3–7 business day window applies to most destinations.
How much is shipping?
Shipping costs are shown at checkout before you pay, based on your destination. Many items ship free — the final amount is always confirmed up front, with no surprises.
Can I track my parcel?
Absolutely. Once your order ships you'll receive a tracking number, and you can follow your parcel live 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 investigate 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 and make it right.
Returns
What is your return window?
14 days as standard from delivery — extended up to 90 days with Buyer Protection. Your first return is free.
How do I start a return?
Just message us at support@samag.shop with your order number and the reason. We'll send you the steps right away.
What condition do items need to be in?
Items should be unused and in their original packaging where possible. Faulty or damaged products are always covered, even if opened.
Can I exchange instead of returning?
Yes — tell us the variant or item you'd prefer and we'll arrange the swap as smoothly as possible.
Refunds & Samag Credit
How will I be refunded?
Two options: back to your original payment via Stripe in 5–14 days, or as instant Samag Shop credit in about 3 minutes if you'd rather not wait.
When does my refund start?
As soon as your return is approved (or your case is validated). Bank processing times then depend on your card provider.
What is Samag Credit?
Store credit you can use instantly on any future order. It's the fastest way to get your money back and keep shopping.
Buyer Protection (90 Days)
What does Buyer Protection cover?
It extends your peace of mind to 90 days: if your item doesn't arrive, arrives damaged, or isn't as described, you're entitled to a replacement or refund.
Do I need to pay extra for it?
No — Buyer Protection comes with your order. Just contact us and we'll take care of you.
Price Drop Guarantee
What if the price drops after I buy?
If the price of your item goes down within 30 days of your purchase, we refund you the difference. Just reach out with your order number.
Payments & Security
Which payment methods can I use?
We accept Stripe, Visa and PayPal. All transactions are encrypted and fully secured.
Is it safe to pay on Samag Shop?
Yes. Payments are processed through certified providers, and we never see or store your full card details.
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?
Faulty items are covered by your return rights and Buyer Protection. 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 a photo and we'll replace or refund it.
I received the wrong product.
Contact us right away with your order number and a photo. We'll send the correct item or refund you — no hassle.
My order is running late.
If your delivery is delayed beyond the expected window, we'll apply a goodwill credit to say sorry — £4 on Standard or £9 on Express shipping.
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.
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 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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