01. How do I shop in the SAMOT E-Shop?
a) Find the product you are interested in and click on the photograph to see the product in full detail. Size, composition, price and availability are shown.
b) Select a product by clicking on the “Add to Basket” button. You can then choose to continue shopping or go directly to the checkout to complete your purchase.
c) In your basket you will find the summary of the product(s) you have chosen. Here you have the option to remove, continue shopping, change quantity or go directly to the checkout. The total price includes VAT and is only shown within the EU. Shipping within the EU and to North America (USA & Canada) is free of charge.
d) The first step of the checkout process is to sign in with your existing account, or you may proceed as a guest and create an account later – if you wish.
e) Please fill in your personal details, including email address, name, last name and address. Do you wish to select another delivery address? Check the box and type in your delivery address.
f) Select a payment method and proceed.
g) A summary of your order will be shown. Please make sure all details are correct, that you agree with the Terms & Conditions and that you want to place the order. All good? Click “Place Order” to confirm your order.
h) You will now be redirected to our payment provider website to complete your online purchase with the payment method you selected in step g).
Please ensure that once you have completed the payment information (and confirmed this step), you are redirected back to the SAMOT website. If everything was processed successfully, you will see an order number on the confirmation page.
i) We will send you an email within a few minutes confirming we have received your order and payment. We advise you to save this email, as this is your order confirmation.
j) Please get in touch with our Customer Service for any assistance regarding your purchase.
02. To which countries do you ship?
As of now we can only provide our online shop in Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Canada and the United States of America.
03. Unfortunately I’m unsure what suits me, how can I get some assistance?
If you are unsure what model you should order or need support choosing a frame, please send us an email to optica@samot.com or call as +34 942 21 24 56 and our SAMOT E-Shop team will be happy to assist.
PAYMENTS
04. How can I pay?
We provide many different payment methods in our E-Shop. You may pay with American Express, VISA and MasterCard, as well as Paypal.
Should you encounter a refusal of your credit card, please check the following: • Is the card valid? Check the expiration date on the front of the card. • Does the name of the card match the billing address you have provided? • Does the card have credit? Contact your bank to make sure the limit is not exceeded. • Is the three-digit security code (on the back of the card) and the password on the MasterCard correct?
05. Is it safe to order online at SAMOT?
Yes, it is perfectly safe to place an order and make a payment on our website. All payment methods on samot.com are provided by our payment provider Redsys(TPV Virtual).
06. When will I be charged?
You will be charged as soon as you place your order on our website. A confirmation email will be sent to your email address with details about your order. Please save this email, as this is your confirmation. If you do not find the “Order Confirmation” email in your inbox, please check your spam and trash folders.
07. How do I cancel my order?
Please contact our SAMOT E-Shop Team for any cancellation or changes to your order as soon as possible (optica@samot.com or + 34 942 21 24 56 Monday to Friday from 10.00- 13.30 // 16:30 -20.00 CET). We aim to ship all orders within a few hours from when you make the order, so should you decide to cancel later than that, it is possible that your order has already left SAMOT on its way to your delivery address.
MY ACCOUNT
08. How do I set up an account?
Navigate to the main landing page on our site (Welcome Page). In the top right header navigation select the option “Sign in” to create your account. Note that you can create a new customer account when placing an order.
09. Why can I not sign in to my account?
Please check that you have entered the correct email address and password. Still not working? Click on “Forgot your password?” and enter the email address you provided when you registered your account. A link will be sent shortly to your email address, which you should click on to reset your password. Link not received? Please check your inbox, spam or trash folders.
SHIPPING & DELIVERY
10. How long will I wait for my order?
All orders within Spain are shipped with DHL and DPD group, all order within the European Union and North America are shipped with UPS.
Depending on your location, the standard shipping time may take: Spain: 1-3 working days Europe: 2-5 working days North America: 2-4 working days Express shipping: Spain: 1 working day Europe: 1-3 working days
After your product has been packed and left the SAMOT, you will receive a shipment confirmation email. This contains all the information about your order, including the tracking number and the shipment status. Think about leaving a message for the delivery company if you are unable to be there when the shipment arrives. Shipping within the EU and to North America (USA & Canada) is free of charge, except for express deliveries. If you have not received the shipment confirmation email, please check your spam folder and bin.
11. I received a wrong item, what should I do?
Please contact our Webshop team as quickly as possible so that we can react. You can contact us via: optica@samot.com or + 34 942 21 24 56 (09.00-17.00 CET Monday to Friday).
12. The glasses I wanted are out of stock. When will they be available?
Please contact our E-Shop team. As soon as the model is available again we can let you know via email. Average time 1-2 weeks.
EXCHANGE & RETURNS
13. I want to return or exchange my glasses, what is your return policy?
You have the ability to try your product(s) on at home, and send them back to us within 14 days – starting from the day of receipt – for a refund. You do not need to state a reason for return within this time period and you will be given a full refund of the frames if the glasses are in the same condition as when you received them. Additional fees of Express delivery are non-refundable. Please use Return Sheet enclosed with your order to send the glasses back.
As soon as your return shipment has been checked and confirmed at SAMOT we will refund your payment using the same method you selected for your purchase. We will let you know via email as soon as we have activated the full refund.
14. Do I have to cover the cost of the return shipment myself?
YES, SAMOT will not cover the cost of the return shipment except, if the return is the result of a Samot error.
15. What can I do if I have questions about my returned order?
Please contact our Webshop team: optica@samot.com or + 34 942 21 24 56 Monday to Friday from 10.00- 13.30 // 16:30 -20.00 CET) and we will answer your questions. To speed up the process, let us know what your order number is.
WARRANTY, CLAIMS AND REPAIRS
16. How long is the warranty for the SAMOT glasses I purchased in the E-Shop?
All the independent eyewear brands purchased in the Samot E-Shop come with a regular 24-month warranty in the case of material defect. Samot is authorized dealer.
17. My SAMOT glasses are broken, what can I do?
If you purchased your sunglasses in our E-Shop, please contact our Webshop team optica@samot.com and describe the problem. Our team will get back to you as soon as possible
If your optical frame or sunglasses are not from the E-Shop, please get in touch with the optician where you bought your SAMOT glasses. One of our selected partners or nearest SAMOT. Shop will be happy to help you.
18. How do I search for a pair of glasses?
Simply click on “Search” in the top level navigation on our website. Please type in the name, or article code, of the frames that you are interested in.
GENERAL QUESTIONS
19. Can I order optical frames on samot.com?
At the moment our optical frames are only available through our SAMOT HEADQUARTER Shop.
We want to guarantee the optimal comfort of your corrective eyewear. Our professional team at the SAMOT HEADQUARTER Shop we offer an individual consultation service in order to find the appropriate frame and lenses.
CONTACT
20. How do I get in touch with SAMOT?
To contact the SAMOT Webshop team you can either send us an email to optica@samot.com or call us at + 34 942 21 24 56 (09.00-17.00 CET Monday to Friday).
