FAQS

1. How do I create my account?

To create your account, you will need to do the following:

  • Click on a human figurine at the top left corner of our website;

  • Fill in your personal details and click on ‘REGISTER’ button;

  • Verify your e-mail and log in to the account;

  • Or simply enter your details at the checkout.

Please remember that we NEVER sell your personal information to a third party and all your details are kept completely private. Please view our Privacy Policy for more information.

2. How do I edit my account information?

It is very easy and you can at any time change information about yourself. To edit the information saved, first please log in to your account, change the details you would like to change and save them to update the entry.

3. Do I need to set up an account to place an order?

You may be interested in our page and our products completely anonymously and without creating an account. However, in order to place an order you will have to register in our system.

Furthermore, creating an account with us will give you certain benefits like: You'll be able to save your details so you can shop quicker next time, track your orders and review past purchases, add products you love to your wish list and many other amazing things.

We highly recommended to create your account.

4. I forgot my password

To replace your forgotten password following the instructions:

  • Click on ‘Account’ icon at the top left corner of our site.

  • Under the login box you'll see a link that says ‘Forgot your password?’. Click on it. We will email you a link to reset your password immediately. Click on the link inside this email.

  • We will email you a new password.

  • Login with your new password.

  • Click on 'My profile information' icon and replace the existing password to your desired.

 5. What happens when my order is placed?

  • Choose an item, add it to the shopping cart and click on the ‘Check Out’ button. Our system will take you to the checkout page. Please make sure to provide us with accurate billing and shipping details, so that we could process your purchase as soon as possible.

  • Once you make a final payment, we'll authorize it and send you an order confirmation email with details of each time you’ve added into your shopping cart and a copy of your receipt.

  • We'll inform designers of your purchase about the ordered items and instruct them to send each design straight away to you. When they'll send it for you, we'll send email with a tracking number and estimated delivery date.

  • During each of these steps we'll send you an email, so that you’re always in the know about what’s happening with your order and where it is.

  • We always aim to ship multiple item orders in the same package. But if it happens that a part of your order is made available by a designer sooner than the rest, we will let you know and despatch each purchase separately at no additional shipping cost.

  • We reserve the right to refuse an order. Non acceptance of an order may be as a result of one of the following: the product ordered being out of stock; our inability to obtain the authorisation of payment; the identification of an error within the product information, including price and promotion; you not meeting the eligibility to order as set out in the Terms & Conditions.

  • You can always request the status of your order by emailing its number and your questions to info@simpfections.com. And if you can, we advise to print off and retain the confirmation of the order for your records.

 

 6. Has my order shipped?

After placing your order, you can start tracking the status of your order by logging into your account. You will receive a shipment confirmation when your order has shipped together with a tracking number and a link to our courier’s site to monitor the status of your purchase.

If you can't view this information, please contact our Client Service team by e-mail info@simpfections.com. Please have your order number when contacting us so that we could check its status on our system quicker.

 

7. Can I change or amend my order?

Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details. However, we are unable to combine orders or add pieces to an existing order once it has been placed. Please note that once an order has begun processing or has shipped, its details are no longer editable. If you need to make any amendments, please call our Client Service team on +44 707 069019 for assistance or contact by e-mail info@simpfections.com.

 

8. How do I track my order?

Once your order has been dispatched, you will receive a confirmation e-mail with its tracking number and a link to our courier’s website to monitor the delivery status. Alternatively, you can log in to your account on our website and find all required information to track your order.

 

9. My order never arrived

Log into your account and double check that all of the items in your order have shipped already. If you order displays a Package Tracking Number, check with a courier to confirm where your package is and what’s holding it up. Alternatively, feel free to contact us by e-mail info@simpfections.com and we'll do everything to help you.

10. What happens if items I've ordered are not available?

If so happens, we'll contact you immediately and confirm one of the scenarios below:

  • Where all items in an order are unavailable, the order relating to the unavailable item will be cancelled and a full refund will be made to your card / PayPal account including any delivery charges.

  • Where some items in an order are unavailable, those that are available will be despatched and a refund will be made for those that are unavailable. Delivery charges will still apply.

11. I have received the wrong product

If you feel that you have received the wrong product, please contact us at info@simpections.com within 72 hours of receiving the purchase. Once getting in touch, don’t forget to send us your purchase number so that we could get back to you as soon as possible.

12. How much duty and tax will I have to pay?

Taxes and duties are calculated according to your shipping destination. The total on the order summary page will then show you a breakdown of the costs.

Once your order arrives at its destination you may be required to pay additional import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs. These additional charges (duty costs and taxes) aren't included in the total cost shown on the website and at the checkout page.

 

13. I have a question on my charges

To review your orders, log in to your account. You may compare the order history on our website, with your financial records. If you have further questions or concerns, please contact our Client Service team at info@simpfections.com for further assistance.

14. I need a copy of my receipt/invoice

To find and print your invoices, log in to your account by clicking on a human figurine icon on the left right corner of our online shop.