FAQ
FREQUENTLY ASKED QUESTIONS
1. What is your processing time?
Orders typically take 3–5 business days to process. During extremely busy periods, delays may occur. Once an order has been processed, shipping times vary depending on the selected shipping rate.
2. How long does it take for international orders to arrive?
International delivery typically takes 7–21 business days, depending on the selected shipping rate. Delivery times are estimates only and do not account for delays caused by circumstances beyond our control, including customs clearance, carrier delays, severe weather, or local delivery disruptions. Delays caused by uncontrollable circumstances do not qualify for refunds.
3. What happens if I’m not available at the time of delivery?
If delivery is attempted while you are unavailable and the carrier is unable to leave the package in a safe and secure location, the carrier will notify you of the attempted delivery by email or tracking update. Smooch is not responsible for missed deliveries, failed delivery attempts, unclaimed packages, or delays resulting from recipient unavailability.
4. What currency does Smooch use?
We process payments in your local currency whenever possible. In some cases, your card may be charged in USD, with any currency conversion handled by your financial institution.
5. Which payment methods are accepted?
We accept major credit cards (Visa, Mastercard, Discover, American Express, Maestro, and CB Bank), as well as Shop Pay Installments, PayPal, Klarna (select regions), Amazon Pay (where available), store credits (US only), and digital gift cards.
6. How do Shop Pay Installments work?
Shop Pay Installments allows you to split your purchase into multiple payments over time. Simply choose the plan that best fits your needs during checkout. For more details, please refer to the Shop Pay Installments FAQ.
7. How can I track my order?
Once your order ships, you will receive a confirmation email with a tracking link. Please allow up to 48 hours for tracking updates to appear.
8. What is order verification, and why might my order be on hold?
For security purposes, all orders may be subject to verification to confirm they are authorized by the cardholder. If your order is placed on hold, we will contact you promptly to resolve the issue.
9. How do I choose the best size?
We provide a detailed size conversion and fit guide to help you find the best fit. Since measurements may vary by style, you are welcome to email us at cs@smooch.ltd with your bust, waist, hip, and height, and our team will assist you.
10. Can I change or cancel my order after placing it?
We cannot guarantee changes or cancellations once an order has been placed. While we will do our best to accommodate requests, changes cannot be made once an order has shipped. If your order has already shipped, please contact the carrier directly.
11. How do digital gift cards work?
Digital gift cards can be purchased on our website and used both domestically and internationally. They are delivered via email with redemption instructions. Please note that international purchases may experience slight value differences due to currency conversion.
12. What if I see a promotion or price adjustment after ordering?
We do not offer price adjustments after purchase, even if an item later goes on sale or is included in a limited-time promotion.
13. What is a forwarding service?
A forwarding service is a logistics solution used to transport international shipments between countries. These services help ensure reliable delivery, customs handling, and cost efficiency.
CUSTOMER SUPPORT
For further questions, please send us an email to cs@smooch.ltd
- Customer Support available Monday - Friday (ICT Time)
- Please allow us 2-3 business days to process your inquiry.
- Any return inquiries that do not receive a response from the customer within the 48-hour timeframe will be considered closed.