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Frequently asked questions

 

All the following will help to explain how we operate as a business.  If you have any queries or requirements please do not hesitate to contact us. We always try to help.

 

Please read the item details carefully and don't hesitate to ask if you are not sure of something.

 

Contact us

 

Our contact details are:

 

Address:      East Clandon, Surrey, GU4 7SA, UK

Telephone: +44 (0)7887 770406

Email:         hello@samesister.com

 

Payment

 

Our shop is hosted on Shopify and they provide many different methods of payment. Their service has industrial strength security but if you have any concerns please contact us directly and we can sort out a different payment method.

 

Refunds and exchanges

 

Refunds are managed on a purchase to purchase basis.  We do not refund shipping or insurance costs and the customer would be responsible for costs in shipping back to us. The item would have to be received in the same, unused condition it was sent out before a refund can be made.  A 10% restocking fee needs to be charged to cover inspection, possible washing and repacking. We want you to be very happy with your purchase so please, please contact us first so we can resolve any issues.  A return number must be given before you return anything for refund. Please contact us for this.

 

Your satisfaction is important, please ask before you purchase if you are not sure of something.

 

International customers must use due diligence to watch for their packages. If you are not at home when mail is delivered please arrange for someone to watch for and receive your packages for you. We are not responsible for refund postage costs once the package has been mailed and shipped to a foreign location.  Please watch carefully for your packages to arrive or make arrangements for their safe reception at your location. If a package is returned as undeliverable we will try to contact you to let you know what has happened. Any subsequent delivery will be at the buyer's cost.

 

Why do our prices vary for what seems the same item?

 

We use different fabrics in our items and for a normal vintage fabric such as metis we have a standard price. If we come across unused vintage linen or hemp which is very unusual then we have to pay more for it and hence it has to cost more. You will have a very special bag or apron which will be unique.

 

Our name and heart logo

 

Both are registered trademarks for Same Sister and are protected under international law.

 

Trade customers

 

We welcome trade enquiries. Please contact us to discuss how we can work together.