Return & Exchange

RETURN POLICY

Return window

  • We have a 7-day return window, which means you have 7 days after receiving your item(s) to request a return.

  • We do not provide shipping labels for international returns. International customers who wish to return item(s) must cover their return shipping costs and are responsible for shipping the package from their local post office.

Instructions for International Returns

  1. Submit your return request by sending an email to cs@smooch.ltd

  2. Our customer support team will provide further instructions regarding your international return

Return Eligibility

  • Item(s) must be returned unworn, unwashed, unscented, and in the exact condition in which they were received.

  • To be eligible for a return, item(s) must have their original hangtags attached with their clear packaging. Item(s) showing any signs of wear, including makeup stains, deodorant stains, liquid stains, or body odor will not be accepted.

  • If the returned item(s) do not meet the above criteria, a refund will not be issued, and the item(s) will be shipped back at the customer’s expense.

  • Item(s) must be returned to Smooch before a refund can be issued.

  • Initial shipping fees are non-refundable.

Non-returnable items

  • Form-fitting products must be handled with care. If you are unsure about sizing or keeping an item upon receiving it, please handle it gently. Item(s) showing any signs of wear or damaged while trying-on will not be eligible for return.

  • Gift cards 

  • All items marked as Final Sale (e.g., Lavender Day Sale) are not eligible for return unless they arrive damaged or imperfect.

  • Undergarments

Exchanges

  • We do not offer direct exchanges. If you would like a different item or size, please return your original order and place a new order.

European Union 

  • Orders shipped to the EU may be canceled or returned within 14 days of delivery for any reason. Item(s) must be unworn, unused, with tags, in original packaging.

Restocking Fees

  • Restocking fee applies to item(s) returned due to change of mind. 

  • All color, sizing, fit exchanges are considered change-of-mind returns.

  • Refunds to the original payment method are subject to a $12 USD restocking fee per item.

  • Restocking fees cover the cost of returning the product to inventory and maintaining high-quality standards for all future recipients. This includes dry cleaning, pressing, repackaging, and labor costs.

  • Returns refunded as store credit will not incur a return shipping or restocking fee. We recommend choosing store credit if you plan to reorder a different size, color, or style.

 Refunds

  • All returns are subject to an inspection period, which may take up to 7 business days from the date the package is delivered back to us.

  • Once the inspection is complete, you will be notified whether your return has been approved or declined.

  • If approved, you will receive an email confirming that your refund is being processed. Please allow up to 10 business days for funds to appear in your bank account.

  • Smooch reserves the right to refuse any return that does not meet our return policy requirements.

  • If more than 15 business days have passed since your return was approved, please contact us.

 

CUSTOMER SUPPORT

For customer support, 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.