Refunds & Exchanges
Refunds & Exchanges
At Smudge Kids Ltd, we understand that sometimes a product is not quite right and you may wish to have a refund or exchange.
We ask that you request to make your return or exchange within 14 working days of receiving your order by emailing us at firstname.lastname@example.org.
Please quote your order number which you will find on your order confirmation email and your full name. Please explain the reason why you want to send your item(s) back. If an item is faulty, please provide full details.
All items must be returned in the condition that you received it, with all tags still attached and box packaging included where applicable.
Please note that all shoes purchased should be worn in at home first for a period of time. If shoes are worn outside and then deemed unsuitable, we are unable to offer a refund.
HOW TO RETURN YOUR PURCHASE
You as the customer are responsible for the payment of postage/shipping for returns. Smudge Kids Ltd will not pay the postage of any unwanted items unless they are faulty.
Should you receive a faulty item we will arrange repayment of shipping once goods have been received.
Please note that all items should be posted back to the following address:
FAO: SMUDGE KIDS LTD
58 St David Road
Please send your return using a secure and trackable method, for example Royal Mail Recorded delivery. Please ask for and keep proof of postage. Posting is your responsibility and if the package is lost we will be unable to refund you for the item.
You will receive an email confirming that we have received your return and that you have been credited. Please allow between 3 and 10 working days for your bank to complete the transaction, depending on their processing time. This can vary between card issuers.
A return or exchange should be requested within fourteen days of receiving your order. You should then return your item(s) within 7working days of receiving this number.
For returns received outside of this timeframe, your refund may not be processed or store credit may be issued in the form of a gift card.
If you would like to exchange for another product, we will issue you with a gift card for the value of the item(s) returned and you can place a new order.
Receiving a refund
Your refund will be credited to match the original method of payment. This will exclude shipping costs (with the exception of faulty items if applicable).
Customs duties, bank charges and taxes are non refundable outside of the EU. However, you may be able to claim these back by contacting your local customs bureau.
Goods are classified as faulty if they are received damaged. Please note that damaged items as a result of wear and tear are not considered to be faulty. Please contact us within 14 working days of receiving your order if your item has been delivered in a faulty state, with photos/videos of the fault. Unfortunately we are unable to proceed with a claim if photographic/video evidence is not received. Queries placed outside of this timeframe may not qualify for a refund. If we do receive notification within this time frame, we will process an exchange for any faulty item received and if we have no replacement stock, you will receive a full refund.
If you do receive a faulty item, for small items, we will send you a pre-paid returns label by email for you to use to return the faulty product to us. For larger items, we will arrange a pick up of this item free of charge and arrange for a replacement to be sent or a refund to be processed. If the pick up is agreed and you, the customer are not at the premises when the courier arrives, you will be charged a £10 unavailability charge as well as the price of the pick up: £16. Any future pick up's will be at the customer's cost.
Please read our full terms and conditions in full before making a purchase with Smudge Kids Ltd.