Refund policy
Return and Refund Policy for Custom-Made Dresses
1. Non-Refundable: Due to the personalized nature of custom-made dresses, returns and refunds are not accepted.
2. Alterations: We offer one round of free alterations to ensure your dress fits perfectly.
3. Defects: If there is a defect in the dress, we will provide a full refund or remake the dress at no additional cost.
4. Cancellation: Orders can be cancelled within 24 hours for a full refund. After 24 hours, a partial refund may be available.
You can request an exchange for any item purchased on samnajar.com within 25 days of the delivery date. To initiate an exchange, you can log into your account or fill out the Return Form including product number, order number and reason for return.You will need the order number found in your order confirmation email.
Our dedicated Customer Care team will be happy to assist you with the process and provide you with the return shipping label and the necessary instructions. You can always reach them at samnajar.com.
Please make sure the item(s) are returned in the same condition in which you received them, with all tags attached and in their original packaging.
. Items that have been used, worn, washed, altered, or damaged will not be accepted.
. Fragrances are not accepted for online returns.
If your exchange does not meet the above requirements, the package will be sent back and the return request will not be accepted.
Online Returns
Please allow up to 7 business days to process your exchange or return request. If the new item costs less than the original item, we will issue a refund and process the new item as a new order. If the new item costs more than the original item, a new charge will be applied for the difference. Our client service team will inform you of any additional charges before proceeding with the exchange.
If you prefer to exchange the item(s) in person, our dedicated Fashion Advisors will be happy to assist you.
Please make sure you bring your return in its original packaging with a printed version of the airway bill and the sale invoice you received in your shipment confirmation email.
In the event you are not completely satisfied with your purchase, you can initiate a return within 25 days of the delivery date. To do so, please contact us on contact.us@samnajar.com You will need the order number found in your order confirmation email, product code and reason for return. Once your request is approved, we will notify by email with instructions on how to return your item(s).
All items must be returned in their original condition, including all tags and packaging. Items that have been used, worn, washed, altered, or damaged will not be accepted for a return.
Refunds will be processed within 7 business days of receiving your returned item(s) and will be issued to the original form of payment. Please note that the returned amount usually takes up to 10 working days to appear in your statement. Shipping and related handling fees such as duties are non-refundable.
We take great care of the quality of our products and are committed to providing an unparalleled client experience. We hope that the above provides the flexibility and convenience you need when shopping with us. If you have any questions or concerns about our return process, please do not hesitate to contact our Customer Care team at
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
You will receive a full refund once the product has arrived back at our warehouse and we have assessed its condition (in original packaging with all components and accessories included). For return instructions, please contact Customer Service at contact.us@samnajar.com
Please note shipping fees will be applied to the exchange, according to the destination.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.