Orders
PLACING AN ORDER
To place an order you must have a customer’s account and be logged in. To create a new customer’s account or to access an existing customer’s account, click on the person’s icon in the top right corner and proceed with the instructions. After creating an account, you will get a confirmation email. If you don’t see our email in your inbox, please check your spam folder.
You can browse the store and add your selected products to the basket without signing in. To proceed with the checkout you will be notified to log into your account.
GENERAL TERMS AND CONDITIONS
Before making a purchase you should read the website terms and conditions which consist of the Terms and Conditions of Use and Sale, the Privacy Policy and the Cookies Policy. To validate your purchase you should click the box indicating that you acknowledge and agree to all the terms and conditions of the website.
Payment and order confirmation
Following payment methods are available:
– Credit cards ( Visa, MasterCard )
– Paypal
All transactions are protected by an encryption system and will be processed by the third party operator. The details of your payment will not be stored on Samsares servers.
All prices can be displayed in Swiss Francs (CHF), in Euros (EUR) and in United States Dollars (USD). Currencies can be changed in a tab which is located on the right upper corner of the footer. Payments can be made in one of the three above listed currencies. All prices include Swiss VAT (7,7 % of the total price).
Once your payment is validated by your bank, you will receive an order confirmation email with your order details. Once your payment is received, we will prepare and ship your package. At this point, you will receive a shipping confirmation email with your billing receipt and your order tracking number. Your order will be shipped within 24 hours.
DELIVERY AND RECEIVING
1. DELIVERY
1.1 Delivery destinations and costs
All items purchased on the Website are shipped from Switzerland and can be delivered to the residential or company addresses specified in the order. For safety reasons, Samsares doesn’t deliver to P.O. boxes, distribution agencies, and parcel shops.
We offer free delivery to the following countries: Austria, Belgium, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, USA.
International deliveries to countries outside the shipping list may be organized by contacting our Customer Service. In this case, the cost of delivery must be paid by the Customer and will depend on the destination and the delivery method.
International orders are subject to local import duties and taxes which must be paid by the recipient upon or after delivery.
Items that are in stock will be shipped within 1-3 days after your payment is received. Items that are made to order will be shipped within 4-6 weeks after your payment is received.
Before shipping your jewelry will undergo an extra quality control and will be carefully packed in a branded box. All shipped orders are trackable and insured during the time they are in transit to the shipping address. You can track your order by clicking on the tracking number provided in the shipping confirmation email.
Delivery within Switzerland can take 1 to 2 working days after the parcel is shipped. The duration of international deliveries depends on the destination and the local customs clearance procedures. Usually, the duration of international deliveries will take 5-7 working days.
2. RECEIVING
A signature of the recipient is required at the time of receiving the parcel, at which point the responsibility for the purchased goods passes to the recipient. On the same day, we will send you the delivery confirmation email.
After receiving your parcel please carefully examine the condition of the packaging and the jewelry. Please check if the delivered item’s size, color of gold, and gemstones correspond to the characteristics of the items you have ordered. If the purchased items were delivered damaged or if a wrong item/size/color was delivered, please send an email to Customer Service within 7 working days after delivery, providing the order number, photographs, and description of the flaws.
The procedure of dealing with issues related to the delivery of damaged or wrong products is described in article 1.9 (Warranty) of the General Terms and Conditions of Use and Sale as well as in the Warranty section on this page below.
RETURNS AND EXCHANGES
1. RETURNS
You can request a return of your purchase within 14 days after receiving your order. To request a return please contact our Customer Service. Once your return request is submitted, you will receive a returns request confirmation email with the returns authorization number and the returns form.
Once your return is authorized, you can proceed with shipping it to the address provided in the returns form. Please bear in mind that the cost of return will not be refunded. While the returned package is in transit, it is under your responsibility. Please choose a courier with a traceable and insured service.
The items should be returned in their original packaging in unused condition. Personalized items are not eligible for returns. Once your returns package is received, a returns receipt confirmation email will be sent to you. The returned items will be reviewed and verified by our in-house experts. If the returned items were sent to us in perfect condition, a full refund of the paid item’s price will be authorized and a refund confirmation email will be sent to you. Please allow around 5 working days to process your refund. Jewelry with signs of wearing or damage will not be eligible for a full refund. In this case, we will notify you that a partial refund is available, or you can choose to arrange for such goods to be returned back to you. This arrangement should be made within 30 days after our notification.
In the case of international returns, we do not reimburse the cost of local duties and taxes that were paid upon delivery.
We offer free exchanges of your purchased item within 14 days after your order is received. Only the size of the purchased item can be exchanged. Exchanges for the different items cannot be made.
To create an exchange please contact our Customer Service.
WARRANTY
Warranty issues are described in the article 2.5 of the Terms and Conditions of Use and Sale.
Samsares provides 2 years (24 months) warranty on all products purchased from the Website starting from the date of the purchase which is indicated on the invoice. This warranty covers the following faults:
– damages during delivery which were reported not longer than 7 days after delivery;
– manufacturing errors;
– non-compliance to the legal regulations of the Swiss law which were in place during the purchase;
– non-compliance to the specifications provided in the product description on the product page of the Website, order confirmation, invoice and/or product certificate.
This warranty doesn’t cover natural variations of precious stones, wear and tear from use and damages which were inflicted to the Product after delivery. Please consider that precious stones are creations of nature. We only use the best quality carefully examined and selected natural precious stones. Some level of impurities and color variations can occur which is not considered a flaw, but a unique characteristic of a natural product.
If the wrong item/ size/ color than ordered were delivered to you, please contact our Customer Service to organize the replacement.
If the purchased item was delivered damaged, please send an email to the Customer service within 7 days after delivery, providing the order number, photographs and description of the damage. Damages reported later than 7 days after delivery will not be considered as a warranty case and will not be eligible for a refund or replacing.
If you have a warranty claim during the warranty period, please contact our Customer Service, providing the order number, description and photos of the fault. You will be asked to return the item for examination. If your claim is approved by our in house experts, your item will either be repaired or replaced and sent back to you.