Q: What are your opening hours: A: We are open 9am - 5pm Monday to Friday.
Q: Which courier do you use?
A: All orders are delivered via Royal Mail 1st Class Signed For. Signature on delivery and aim for next-day delivery.
When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect.
Please note that your billing address must match the address on your credit card statement.
Q: What is your processing and dispatch time?.
A: Goods are processed within 3 working days of your order being placed and dispatched 1 working day after as the garments are intricately crafted for you. Please note this can take longer during our sale periods when it may take up to 48 hours for shipments to be dispatched.
Q: Can you do international deliveries?
A: Yes. This is via RM International Tracked and Signed For.
Europe delivery aim: 3-5 working days. Worldwide delivery aim: 5-7 working days.
Delivery aim to Ireland, France, Germany, Spain, Netherlands, Switzerland, Belgium, Sweden, Austria and Luxembourg is 3-4 working days
International Tracked & Signed cannot be sent to PO Boxes or Pack Stations, because a signature cannot be captured. This restriction does not apply when items are sent to Africa or the Middle East.
Please contact us via email on info@semande.co.uk or call us on 02080072170 for other countries not available online.
Q: Can I have a tracking number?
A: We provide a tracking number via email and offer a 100% satisfaction guarantee if you are having a problem with your order.
Q: Where is your warehouse located?
A: We currently have our warehouse in London.
Q: Can I pay in my local currency?
A: The currency will be set to GBP by default.
Q: Do I pay custom charges and import duties?
A: If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.
Q: I ordered 2+ items, but only received one... where's my order?
A: We have a large assortment of products stocked with various partners. When you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So, don't panic if you don't receive all of your items at once…they are on the way! Again, please always contact us if you have any questions at all about your order.
Q: Why have I not received any order confirmation details?
A: Most times this is because our customers have accidentally entered their email information incorrectly. Throughout the process, we send 2-3 emails, including an order confirmation, a fulfilment notice, and a shipping notice.
If you believe you may have entered your email incorrectly, please contact us and we will fix it for YOU.
Q: What is your refund policy?
A: Making YOU happy is our number one priority. We offer a no refund policy but if your order is defective or materially different from what was presented on the product page, we will refund your money. We want to provide a risk-free shopping experience and trust our customers not to take advantage of us on this offer.