RETURN & CANCELLATION POLICY
How to cancel your order, or return or exchange a product.
Cancelling your order
You have 2 hours from ordering your item to cancel it. After that time we cannot guarantee that your order can be cancelled as it may already have begun production. If that is the case your order will be sent to you and a refund will not be provided.
If your item is NOT personalised:
If already received, repackage the item up and send it back to us at the stated returns address within 14 days of receiving the item and letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
Once we (Smarter Retail) receive the item we will process the refund directly to your payment card, provided that the item arrives with us undamaged and in a resaleable condition.
Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to the us and agreed that doing so won't affect any refund you may be entitled to.
If your item is personalised:
Unfortunately, some items are non-cancelable and non-refundable:
Anything that’s made to your specific requirements, is personalised or otherwise can't be resold due to a bespoke element,
Perishable products (like food or flowers),
Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics,
Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.
To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering.
We are a customer lead business and therefore will do our very best to resolve an issue where possible. If you have any issues at all please do email us at firstname.lastname@example.org Please provide your order number in your initial email to speed up this process.