Shipping policy
When can I expect my order?
Our average delivery time is 3 to 5 working days.
The estimated delivery time has passed.
In 99% of cases, orders are delivered within the expected delivery time. Unfortunately, the delivery process can sometimes be delayed because we are out of stock. When we are out of stock, the delivery time can be delayed by 2 to 3 days. If your package is lost by the delivery person, we will of course ensure that a new package is sent to you.
How much are the shipping costs?
With us, you can always enjoy a FREE shipping service with Track & Trace. We work together with Australia Post and DHL.
Returns and exchanges
I want to return an item, what should I do? If you are not satisfied with your order, you can exchange or return it within 30 days of receipt. Products must be returned in their original condition with all labels and tags attached. The product must not show any signs of use.
Before returning the goods, we kindly request you to contact our customer service via info@smithsydney.com and let us know the reason for the return, so that we can process your request correctly.
A return shipment must always be provided with a track & trace code. The sender is always responsible for the shipment. If we have received your returned goods in good condition, we will ensure that the purchase amount is credited to your account within 7 days.
Cancellation policy
You can cancel your order within 60 minutes after placing your order. After 60 minutes, no cancellations will be accepted. We are known for our fast order processing. Due to our fast order processing, it is not possible to process cancellations on orders after 60 minutes. If you wish to cancel your order within 60 minutes, please contact our customer service team via email: info@smithsydney.com
For more information about returns or exchanges
I have received a damaged product, what now?
We always do our best to provide good service in combination with good quality products. However, it may happen that for some extraordinary reason you unexpectedly receive a defective or damaged product. In this situation, please follow the steps below:
1- Contact our customer service at info@smithsydney.com and send proof of the product defect/damage in the form of a photo or a short video.
2- Upon receipt of the relevant evidence, our team will forward the images/videos to the relevant department for validation.
3- The relevant department will check the defect and send you a FREE replacement for your order.
4- Once the free replacement has been sent, our customer service will provide you with the new tracking information for your replacement order.
Please note that according to our company policy, the customer is not entitled to return the damaged/defective item, as we only offer a free replacement in this case.
How can I track my order? Where can I find my Track & Trace code?
You can find your track & trace code in the order confirmation that you received by e-mail. Track your order by entering your email address and your order number.
The track and trace code does not provide any information, how is this possible?
The tracking information is available from the moment your package arrives at the mail order company. Please note that delays can occur and that sometimes there are error messages in the track & trace code caused by Australia Post or DHL, which makes it seem like your order has not yet been shipped, while it is already on its way to you.
If you have any questions, please contact our customer service team by email: info@smithsydney.com
Our average delivery time is 3 to 5 working days.
The estimated delivery time has passed.
In 99% of cases, orders are delivered within the expected delivery time. Unfortunately, the delivery process can sometimes be delayed because we are out of stock. When we are out of stock, the delivery time can be delayed by 2 to 3 days. If your package is lost by the delivery person, we will of course ensure that a new package is sent to you.
How much are the shipping costs?
With us, you can always enjoy a FREE shipping service with Track & Trace. We work together with Australia Post and DHL.
Returns and exchanges
I want to return an item, what should I do? If you are not satisfied with your order, you can exchange or return it within 30 days of receipt. Products must be returned in their original condition with all labels and tags attached. The product must not show any signs of use.
Before returning the goods, we kindly request you to contact our customer service via info@smithsydney.com and let us know the reason for the return, so that we can process your request correctly.
A return shipment must always be provided with a track & trace code. The sender is always responsible for the shipment. If we have received your returned goods in good condition, we will ensure that the purchase amount is credited to your account within 7 days.
Cancellation policy
You can cancel your order within 60 minutes after placing your order. After 60 minutes, no cancellations will be accepted. We are known for our fast order processing. Due to our fast order processing, it is not possible to process cancellations on orders after 60 minutes. If you wish to cancel your order within 60 minutes, please contact our customer service team via email: info@smithsydney.com
For more information about returns or exchanges
I have received a damaged product, what now?
We always do our best to provide good service in combination with good quality products. However, it may happen that for some extraordinary reason you unexpectedly receive a defective or damaged product. In this situation, please follow the steps below:
1- Contact our customer service at info@smithsydney.com and send proof of the product defect/damage in the form of a photo or a short video.
2- Upon receipt of the relevant evidence, our team will forward the images/videos to the relevant department for validation.
3- The relevant department will check the defect and send you a FREE replacement for your order.
4- Once the free replacement has been sent, our customer service will provide you with the new tracking information for your replacement order.
Please note that according to our company policy, the customer is not entitled to return the damaged/defective item, as we only offer a free replacement in this case.
How can I track my order? Where can I find my Track & Trace code?
You can find your track & trace code in the order confirmation that you received by e-mail. Track your order by entering your email address and your order number.
The track and trace code does not provide any information, how is this possible?
The tracking information is available from the moment your package arrives at the mail order company. Please note that delays can occur and that sometimes there are error messages in the track & trace code caused by Australia Post or DHL, which makes it seem like your order has not yet been shipped, while it is already on its way to you.
If you have any questions, please contact our customer service team by email: info@smithsydney.com
