FAQ | Frequently Asked Questions
You will most likely find the answers to your questions here.
Important information
At Samar, each piece is crafted with care, sometimes only after your order is placed.
This artisanal approach ensures unique creations but may involve longer preparation and shipping times than standard production.
We ensure follow-up throughout the preparation and shipment of your order.
Thank you for your patience and trust ❤️
Preparation and shipping of your order
What are the preparation and shipping times?
- In stock: shipped within 1 to 2 business days
- On order: shipped within 3 to 10 business days
What happens if I order both an in-stock item and a made-to-order item?
If your order includes at least one on order or personalized item, the entire order will be shipped in a single package once all items are ready.
The shipping time is therefore based on the longest preparation time among the ordered products.
Delays do not add up: only the longest delay is taken into account.
How can I track my order?
Once your order has been shipped, you will receive an email containing a tracking number. You can then track your parcel on our delivery partner’s website.
Please check your spam folder, as our emails may sometimes end up there.
Delivery of your order
What are the delivery times?
We ship from Belgium, within the European Union, and internationally.
- Belgium: 1 to 3 business days
- European Union: 3 to 7 business days
- International: 3 to 14 business days
If you need urgent delivery, feel free to contact us before placing your order.
What shipping methods do you offer?
We offer several delivery options depending on your location:
- Home delivery by post
- Pickup point delivery by post (available in certain countries)
- Local delivery by Samar (within a 15km radius of our headquarters only)
- Home pickup (by selecting the "Pickup" option during checkout)
The options available to you will be offered directly at checkout based on your situation.
Is delivery free?
We offer free shipping above a certain amount, depending on your country of destination.
The corresponding threshold is indicated to you during the order process.
Do you have a physical store?
No, Samar does not have a physical store.
However, it is possible to pick up your order at home by selecting the "Pickup" option during checkout.
Do I have to pay customs duties or taxes?
For deliveries outside the European Union, customs duties or import taxes may be applied by local authorities.
These charges are the responsibility of the customer.
What happens if my package is held at customs?
Customs procedures depend on the destination country. If your parcel is held by customs, local authorities may contact you for the payment of any applicable taxes or for additional information.
We are not responsible for any delays or holds caused by customs.
What happens if my package is returned to the sender?
If a package is returned due to refusal to pay customs duties or an incorrect address, a refund may be issued, excluding delivery charges and any costs associated with returning the package.
Returns and exchanges
What is your return policy?
We accept returns within 14 calendar days following the date of delivery, for unused items in their original condition and packaging.
Personalized items can only be returned if they are defective upon receipt.
How do I make a return?
Please contact us at hello@samarcollection.be, indicating your order number and the reason for the return. We will provide you with return instructions and a shipping label.
Return shipping costs are the responsibility of the customer, except in the case of our error or original defect.
How long does a refund take?
Upon receipt of your return, the refund will be processed within 5 to 7 business days. It will be issued via your original payment method.
Please note that refund times may vary depending on banking institutions.
Can I exchange an item?
Yes! Contact us within 14 calendar days of delivery to arrange an exchange. We'll be happy to help you find the perfect replacement.
What if my order is damaged or incorrect?
All our parcels are carefully checked and in good condition. It is the customer's responsibility, upon receipt of their parcel, to immediately check its contents and condition.
If a product is received damaged or incorrect, we apologize and ask you to contact us by email or via the contact form only, and within 48 hours of receiving your order, by sending:
- your order number,
- a description of the problem,
- photos of the product and packaging.
An appropriate solution will be offered (replacement, refund or other).
Customization
Can I order a custom item?
Yes! We offer customization services for special orders.
You can also contact us in advance to let us know your specific needs.
What are the customization options?
We can customize stone types, colors, accessories (tassels, pendants, separators, clasps, etc.), and the number of beads (= size). Certain combinations may affect the price and delivery time.
How long do custom orders take?
Custom orders generally take 3 to 10 business days to produce, plus delivery times.
This timeframe is an estimate and includes a safety margin. We always strive to produce and ship your custom creations as quickly as possible.
We will provide you with a more precise timeframe when you place your order.
Stones
Are your stones natural?
Yes, all our stones are 100% natural (unless explicitly stated otherwise) and sourced from known origins. Each stone has unique variations in color and pattern, which is part of its natural beauty.
What do stone grades mean?
Grades indicate the visual quality and purity of natural stones used in jewelry.
The higher the grade, the more the stone is:
- uniform
- brilliant
- rich in color
- free of visible imperfections
What do the different ranks mean?
- AAA+: Perfect quality – rare, homogeneous stone, intense colour, impeccable finish
- AAA: Exceptional quality – very beautiful, uniform, and luminous stone
- AA: Excellent quality – deep colour, very few imperfections
- A: Good quality – natural appearance with slight variations
- AB: Average quality / economical option – more irregular appearance, ideal for an accessible budget
What grade do you use for your bracelets?
We primarily select A to AAA+ grade stones to ensure:
- a high-end aesthetic finish
- excellent durability
- enhanced natural colors
Each grade corresponds to a different selection level, which explains the price variations between models.
Are all stones identical?
No, each stone is unique. Even with a high grade, slight variations may exist, which is part of the charm of natural stones.
Why choose a high grade?
A higher grade offers:
- a more visually elegant jewel
- better durability
- a more "premium" experience
Care
How to care for natural stones?
Keep your natural stones away from water, harsh chemicals, and extreme temperatures. Store them carefully when not in use. Clean them gently with a soft, dry cloth.
Water, perspiration, and sunlight can damage the cord and alter the appearance of the stone.
Can I wear my bracelet while swimming?
We recommend that you remove your bracelet before swimming (especially in salt water), showering, or playing sports.
Will the stones fade over time?
With proper care, your natural stones will retain their beauty for years to come. Avoid prolonged exposure to direct sunlight, which can cause some stones to fade.
Are your creations durable?
Our creations are carefully handcrafted and designed to last.
However, natural stones are delicate materials, and threads may wear out or weaken over time.
We recommend avoiding wearing your bracelets or tasbih during activities that could damage them (sports, manual labor, sudden movements, etc.).
By taking good care of your creation, you will prolong its beauty and lifespan.
Still have questions?
We are here to help you. Contact us and we will be happy to get back to you as soon as possible.