TRACK MY ORDER
Once your order has been dispatched, you’ll receive a confirmation email with your tracking details so you can follow your parcel’s journey.
If you haven’t received your tracking email, please check your junk or spam folder first. If you still can’t find it, please contact our Customer Support team and we’ll be happy to help.
HOW LONG DOES DELIVERY TAKE?
UK
- Standard Delivery Royal Mail Tracked 48: 2–3 working days – £3.99
- Express Delivery Royal Mail Tracked 24: 1–2 working days – £5.99
- Next Day Delivery DPD: £6.99
Available for orders placed by 1:30pm - Saturday Delivery DPD: £8.99
Available for orders placed on Friday by 1:30pm
EU Countries
- Standard Delivery: 2–5 working days – from £4.99
- Express Delivery: 1–3 working days – from £9.99
Please note express delivery is not available for all EU countries.
USA
- Standard Delivery: 3–5 working days – from £8.00
- Express Delivery: 2–3 working days – £34.99
Canada
- Standard Delivery: 3–5 working days – from £11.99
- Express Delivery: 2–3 working days – £34.99
Australia
- Standard Delivery: 5–9 working days – from £19.99
- Express Delivery: 2–5 working days – £39.99
Rest of World
- Worldwide Standard Delivery: 9–14 working days – £20.00 up to 2kg / £40.00 over 2kg
Please note delivery times are estimates and may vary during busy periods, promotional events, or due to customs clearance for international orders.
DO I HAVE TO PAY CUSTOMS OR IMPORT FEES?
This depends on where your order is being delivered and the value of your order.
We currently send the following orders DDP (Delivered Duty Paid) up to these thresholds:
- EU: orders up to €149
- USA: orders up to $800
- Australia: orders up to A$1000
- New Zealand: orders up to NZ$1000
For orders within these thresholds, duties and import charges are covered by us.
For orders outside these thresholds, or for other international destinations, customs duties, taxes, or import fees may apply. These charges are set by your local customs authority and are the responsibility of the customer.
We always provide the correct shipping paperwork with your order, but customs clearance times and any local import charges are outside of our control and can vary by country.
If customs or import fees are refused and the parcel is returned to us, return shipping and handling costs will be deducted from your refund.
CAN I CHANGE OR CANCEL MY ORDER?
We begin processing orders quickly so we can get them on their way as soon as possible.
Because of this, we can’t guarantee that changes or cancellations can be made once an order has been placed. If you need help, please contact our Customer Support team as soon as possible and we’ll do our best to assist.
Please note that orders containing Final Sale items cannot be changed or cancelled once placed.
HOW DO I RETURN AN ITEM?
You can start your return through our returns portal.
To create your return, you’ll need:
- your order number
- the email address used to place the order
Once you’ve completed the return steps online, you’ll receive your returns label by email.
Please make sure returns are registered through our returns portal before sending anything back to us. Returns sent outside of this process may not be processed correctly.
WHAT IS YOUR RETURNS POLICY?
We hope you love your Samtorvo order, but if something isn’t quite right, you have 14 days from receiving your order to return eligible items.
Items must be returned in resalable condition:
- unworn
- unwashed
- with original tags attached
- with the original clothing bag included
Once your return has been received and checked by our warehouse team, we’ll process your chosen return outcome in line with our policy.
Original shipping charges are not refundable.
HOW LONG DO REFUNDS TAKE?
Once your return has been received by our warehouse, please allow up to 15 business days for it to be processed.
If your return is approved, your refund will be sent back to the original payment method used for the order. After this, it may take a little longer for your bank or payment provider to show the funds in your account.
If you’d like a faster option, you can choose store credit when registering your return online. Store credit is issued as soon as your return has been received and processed, and includes an extra 5% bonus credit.
HOW DO SAMTORVO JEANS FIT?
We offer a range of fits designed to suit different preferences and body types.
Skinny Fit
Our closest fit. Designed to sit close through the leg with a tapered finish at the ankle. This fit is especially popular with customers who prefer a sharper silhouette and benefits from our four-way soft stretch denim for added comfort.
Slim Fit
Slightly more relaxed than our Skinny Fit, while still giving a clean, tapered look. A good option if you want a fitted shape with a little more room through the leg.
Regular Fit
Our most relaxed jean fit. Designed with more room overall and a gentle taper toward the leg opening for an easy everyday silhouette.
WHAT SIZE SHOULD I ORDER?
All of our products include a size guide on the product page to help you choose the best fit.
For most of our jeans, we recommend choosing your usual waist size, as many of our styles fit true to size. Some styles may vary slightly, so we always recommend checking the product-specific size guide before ordering.
Waist sizes: 28” to 38”
Skinny Fit length options
- Short (28”) – suited to heights up to 1.78m
- Regular (30”) – suited to heights between 1.79m and 1.84m
- Long (32”) – suited to heights 1.85m and above
Slim 2.0 Fit length options
- 30” – suited to heights up to 1.78m
- 32” – suited to heights between 1.79m and 1.84m
- 34” – suited to heights 1.85m and above
Regular Fit length options
- 32” – suited to heights up to 1.84m
- 34” – suited to heights 1.85m and above
DO YOUR ITEMS RUN TRUE TO SIZE?
Many of our items fit true to size, but the fit can vary depending on the style and fabric.
The best place to check is the size guide on the product page, as this will give the most accurate recommendation for that specific item.
If you’re between sizes or unsure which option to choose, our Customer Support team will be happy to help.
HOW SHOULD I WASH MY ITEMS?
We recommend always checking the care label inside your item before washing, as care instructions may vary by style and fabric.
Taking good care of your garments will help them look and feel their best for longer.
HOW DO I LOOK AFTER MY JEANS?
Our jeans are designed to last, and washing them less often can help preserve their shape, colour, and finish.
When your jeans do need washing, we recommend:
- turning them inside out
- washing them separately in cold water
- leaving them to line dry
Always refer to the care label for the best guidance for your specific item.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Available payment methods are shown at checkout and may vary depending on your location.
IS MY PAYMENT SECURE?
Yes. Payments made on our website are processed securely.
If you experience any issues during checkout, please try again or contact our Customer Support team and we’ll be happy to help.