Refund policy

Returns & Refunds Policy

We want you to absolutely love your order 💛
If something isn’t quite right, we’re here to help.

Returns

Because our items are handmade and crafted with care, we accept returns under the following conditions:

  • Returns must be requested within 14 days of delivery

  • Items must be unused, in original condition, and in original packaging

  • Proof of purchase is required

To start a return, please contact us at [your support email] with your order number and reason for return.

Non-Returnable Items

For hygiene and custom-made reasons, we cannot accept returns on:

  • Custom or personalised items

  • Items marked as final sale

  • Used or damaged items (unless faulty on arrival)

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with:

  • Your order number

  • Clear photos of the issue

We’ll happily offer a replacement or full refund where applicable.

Refunds

Once your return is received and inspected:

  • Approved refunds will be processed back to your original payment method

  • Please allow 3–5 business days for the refund to appear, depending on your bank or payment provider

Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • Shipping costs are non-refundable

We recommend using a tracked shipping service, as we can’t guarantee receipt of returned items.

Exchanges

If you’d like to exchange an item, please contact us and we’ll do our best to help (subject to stock availability).

Questions?

If you have any questions at all, feel free to reach out — we’re always happy to help 💌
📧 support@smilesinstitches.com