FAQs

COVID-19 (Coronavirus)

CAN I STILL PURCHASE FROM YOUR WEBSITE?

Yes! We’re currently still able to accept orders and ship worldwide. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access.

ARE YOU GUYS SHIPPING AS NORMAL?

We’re trying to. Our carriers are informing us of the changing circumstances that they face on a daily basis; minor delays are happening internationally.

Our most recent update is that we're currently only shipping from our warehouses from Monday to Friday. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. So don't panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team.

We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.

HAS COVID-19 IMPACTED SMOODH SUPPLY CHAIN?

Currently, our production operations haven’t been impacted by the spread of COVID-19. We’re monitoring the situation very closely, working with local authorities in affected regions and following the advice of the World Health Organisation. The welfare and health of our suppliers are a top priority for us. Should the authorities recommend taking additional action, we’ll be sure to follow their guidance.

Unfortunately due to the current circumstances we will only be dispatching from our warehouses Monday - Friday. This means orders placed on a Friday will be dispatched on the Monday so don't panic if you don't receive your shipping confirmation over the weekend!

*In the unlikely event that you do not receive your order after the stated delivery timeframe, please contact us as soon as you are aware and no longer than 15 days from the delivery date stated on your tracking.*

When importing goods to some countries orders may be subject to customs fees. Smoodh is not responsible for any duty/import/taxes/customs/etc charges you may incur. To find out if this applies to you please seek information from your local government.

*We currently do not ship to: Russian Federation, Iran, Venezuela, Pakistan, Lebanon, Syria, Bahrain, Kuwait and Saudi Arabia.

Delivery

Unfortunately due to the current circumstances we will only be dispatching from our warehouses Monday - Friday. This means orders placed on a Friday will be dispatched on the Monday so don't panic if you don't receive your shipping confirmation over the weekend!

*In the unlikely event that you do not receive your order after the stated delivery timeframe, please contact us as soon as you are aware and no longer than 15 days from the delivery date stated on your tracking.*

When importing goods to some countries orders may be subject to customs fees. Smoodh is not responsible for any duty/import/taxes/customs/etc charges you may incur. To find out if this applies to you please seek information from your local government.

*We currently do not ship to: Russian Federation, Iran, Venezuela, Pakistan, Lebanon, Syria, Bahrain, Kuwait and Saudi Arabia.

As all orders are currently shipped from USA/Europe, you may be subject to additional import fees upon delivery. Smoodh is not responsible for any duty/import/taxes/customs/etc charges you may incur. 

USA – All orders above US$800 will be subject to import tax. For more information, please check with the US Customs and Border Protection Department for more information.

Australia – All orders above AUS$1000 will be subject to import duties. This figure can vary depending on the value of the parcel, so please check with the Department of Home Affairs for more information

New Zealand - All orders above NZD$60 will be subject to import duties. This figure can vary depending on the value of the parcel. You can get an estimate from the New Zealand Customs Service website, click here to go through.

Refusing to Pay Customs

If you choose to refuse the customs fee and the parcel is returned back to Smoodh, a shipping & handling fee may be deducted from your refund.

If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.

Got a Smoodh account?

Easy Peasy! Log into your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information here.

I don't have a Smoodh account yet

As soon as your order has been fulfilled, you'll receive a shipping confirmation email titled "Your order is on the way".

You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched.

*Please note, tracking can take around 24-48 hours to update after dispatch

Returns & Refunds

We understand – some purchases just don't work out. Our 100% guarantee ensures that you can return unused items in their original condition and packaging within 30 days for a free exchange or prompt refund. We simply ask that when you receive an order, you try it on OVER panties or undergarments. We are unable to accept worn items for hygienic reasons. Items worn for longer than 5-10 minutes are considered worn and cannot be returned.

All returns and exchanges are subject to quality approval and inspection at our fulfillment personnel. Please take extra care to inspect and test all returned items to ensure they meet these requirements:
• Unworn
• Unused
• Unstained
• Unwashed
• All tags attached
• No smells other than natural product orders
• No animal or pet hair
• No stretch marks or permanent wrinkles on items with latex
  Original packaging
• Within 30 days of the date you received your initial purchase

Refunds will be issued in the same form of payment within 30 days of receiving your return order. Note, shipping charges are non-refundable.

Returns and exchanges that do not meet our policy will not be accepted and will be sent back to the customer.

For hygiene and safety reasons the following items can only be returned within our refund policy or returned for an exchange providing they meet the requirements above in addition to the following criteria. This does not affect your right to return faulty goods.

Leggings, Yoga leggings, Matching sets, Crop tops and Sports bras should be tried on over underwear or with a bra. In the interests of safety and hygiene, we may refuse returns where it's obvious this hasn't been done. Where an item has a protective adhesive strip it must still be attached upon return.

Most of our items can be returned for a refund or exchange, with the following exceptions: Sale; Items marked as 'Sale' on the product details page are sold "as is" and may not be returned or exchanged. Certain products are excluded from our returns and exchange policy. If this applies it'll be clearly stated on the product detail page before you purchase.

Please request your return or exchange within 15 days of the date you received your initial purchase to be eligible. Our customer service team will receive your request through this page and will reply with a return address and return instructions in 2-3 business days.

International orders have a different return process and do not qualify for free returns or exchanges, please contact us about international returns.

Exchanges process are not free at Smoodh.com. So if you need a different size, color or something else entirely, just contact us. Our customer service team will receive your request through the contact page, and will reply with a return address and return instructions in 2-3 business days.

If you wish to receive a refund, submit your request for a shipping label trough our contact form. Note, a shipping fee will be deducted from the amount of money returned to you. Shipping charges are non-refundable. Our customer service team will receive your request through this page and will reply with return address and return instructions in 2-3 business days.

• Ship your return package to Smoodh.com. You can contact us to get a return address and return instructions in 2-3 business days. The carrier you chose will dictate the shipping time.

• Your package is received at our warehouse by the receiving department and is then sorted within two business days of being received.

• Our returns/exchanges department processes the request within 5 business days of the package being received.

• Returns are forwarded to the returns department for credit processing, which is completed within 5 business days. Note, shipping charges are non-refundable

• Exchanges are forwarded to the shipment department, which then ships the replacement garment to you within 1 week of your exchange being processed. At this point, you can no longer make changes to exchange requests.

If you are located outside the United States, please contact us for the procedure.

Garments purchased from Smoodh.com have a 30 day warranty for manufacturer defects, if your order qualifies we will honor a replacement for the garment. In the event something is wrong with your order, please contact us. Our customer service team will receive your request through this page and will reply with a return label and return instructions in 2-3 business days. [email protected]

Orders

We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:
• Changing the item or size
• Delivery/billing address
• Adding items to your order
• Shipping method

There is a 15-minute window where you can cancel your order by locating the order in your account section and hitting the ‘cancel order’ button

After 15-minutes, it is too late to cancel the order and you’ll need to follow our returns process. Check it out here.

If you don’t have a customer account, we’re unable to cancel the order for you.

*If you input the incorrect address at checkout, we can not be held accountable if the order goes missing. We are not liable to refund/replace this order.

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

• Your order number
• The name of the item you did not receive
• The name of the item you received in it's place
• A clear photograph of the item you have received

Once we've received the above info, our Customer Support team will get this sorted for you ASAP!

You may be asked to return the incorrect item back to us through our returns process.

All claims for orders arriving without the correct/missing items must be made within 7 days of the delivery date.

Payments, promotions & gift cards

It's a priority with Smoodh to be able to offer secure payment options. That is why Smoodh uses a credit card payment system which has been developed to protect the Customer. 

All transactions that are made are sent through SSL (Secure Sockets Layer) and are encrypted, which provides very good security. To protect the Customer Smoodh reserves the right to verify the validity of credit cards, that the debitable purchase sum is covered and the address data of the Customer. 

If you have any questions regarding the security or our payment options feel free to contact Smoodh Customer Service.

Payment Information:
We accept Amex (American Express), Apple pay, Bancontact, Google pay, iDEAL, Maestro, MasterCard, PayPal, Shop pay and Visa.

SSL Certificate & Encryption
Protect checkout with SSL (Secure Sockets Layer)

For special discounts, sign up to our newsletter, which can be found at the bottom of any page. We promise we won't overload you with newsletters (maximum of 1 per month) and we will never send your email address to anyone else.*

Happy shopping!

*Please note, we are unable to apply any codes once your payment has been accepted, so remember to add the discount before checking out.*

*Please note that all discount codes used in conjunction with an order, will be evenly distributed between the items as a percentage value. So when a refund is processed, you will receive the discounted price back as a refund.*

Please see below payment error codes that may appear if your order is unsuccessful:

2000 – Do not honour - The customer's bank is unwilling to accept the transaction. The customer will need to contact their bank for more details regarding this generic decline.

2007 – No Account – The submitted card number is not on file with the card-issuing bank. The customer will need to contact their bank.

2015 – Transaction not allowed - The customer's bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank or use a different payment method.

3000 – Processor Network Unavailable – This response means there is an error with our payment gateway, but don’t worry, we’ll let you know of any issues and let you know once it’s fixed

If you receive an error code not displayed above, please click here to see a full list of potential errors.