Exchange and Return
You can return your order up to 30 days after receipt and we will ensure that the purchase price is credited to your account within five working days of receipt of the return. Easy returns in three simple steps:
Step 1: Complete the returns form Download the returns form here and complete it in full.
Step 2: Send your order together with the completed return form to the address stated on the return form. Make sure you label the parcel with a track and trace code. As the sender, you are responsible and we do not want any misunderstandings.
Step 3: Receipt of the purchase amount in your bank account Once we have received the parcel, we will ensure that the purchase amount is back in your bank account within five working days.
COSTS OF THE RETURN SHIPMENT
In principle, you are always responsible for the costs of returning a product. Have you received the wrong product/variant? Then you do not need to return this product, we will send you a new product.
DEFECTIVE
You do not have to return defective products. This is because we cannot offer them again. In this case, you will simply receive a new product or the purchase price will be refunded. The only thing we ask for is a confirmation of the defective product in the form of 1 or more photos of the product.
Please complete the form at the bottom of this page to request a new product or a refund.
WRONG PRODUCT RECEIVED
If you have ordered a specific variant of a product but have received a different or incorrect product, you can also use the form on this page to request a new delivery of the correct product or variant. Please enclose a photo as proof of the incorrectly delivered product or variant and indicate which product or variant you would like to receive instead.
RETURN CONDITIONS
Make sure that:
- The items are complete
- the items are in the original packaging and undamaged
- You have a track & trace code for your return
- The return form is enclosed
- Your order number is on the return label
- Your name is on the return label
- Does your return not meet the above requirements? -Unfortunately, we cannot process your return or refund the -purchase price.
PROCESSING
As soon as we have processed your return and the refund has been made, you will be notified automatically. We will of course endeavour to do this as quickly as possible. Have you not heard from us after 30 days? Please contact our customer service.
NOTE: If you return a product and it arrives damaged or incomplete, we unfortunately cannot accept it and cannot refund the purchase price. So please make sure you pack the products properly when you send them back, especially fragile products.
FAQ
- Where can I find the return form?
At the top of step 1 you can find it by clicking on the word “here”. If this does not work you can email us at contact@smithtoronto.com and we will send the return form.
- Where can I find the Track & Trace code?
You will receive the Track & Trace code from the post office or postal service from which you are sending the return to us. So make sure you send the return with a Track & Trace number from the postal service you used to send the parcel. You can send us this track & trace code that you received from the post office by e-mail after you have registered your return.
- Where can I find the return address?
On the return form
NOTE: The return address on your parcel is not the same as our return address. Please do not simply send the products back to this address without prior notice. Unfortunately, returns to an address other than our return address cannot be refunded as we will never receive them.
- Where can I find my order number?
You can find your order number in the order confirmation email you received after placing your order in our webshop. You can also find your order number in all dispatch notification emails you have received from us. The order number consists of 4 or 5 digits.
If you cannot find your order number. Send us an e-mail and ask for your order number!
