Return & Exchange

Return Policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To initiate a return, please contact us at cs@smooch.ltd. Once your request is confirmed, you will receive an email with detailed instructions, including the return address.

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

Initial shipping fees are non-refundable.

Restocking fees help cover the cost of inspecting, cleaning, pressing, and repackaging each return to maintain SMOOCH’s high-quality standards.

Your refund will be processed once the item(s) have been returned to SMOOCH.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Please notify us before returning any item. Returns sent without prior approval will not be accepted and will be returned to you.

Damages and issues

We truly hope this doesn’t happen—but if it does (our sincere apologies in advance), please contact us right away at cs@smooch.ltd, and we’ll do our best to resolve the issue as quickly as possible.

Damaged items must be returned to our warehouse before we can process a refund, as we are unable to make a fair assessment without the item in hand. We appreciate your understanding.

Every item goes through multiple quality control checks before being shipped—first at our family-run factory, and again by our in-house team at the studio. This process ensures that all products leave our facility in perfect condition.

We’re continuously improving to make sure you always receive the best care and experience possible.

Exceptions / non-returnable items

Please note that many of our products are form-fitting and must be handled with care. If you're unsure about keeping an item upon receiving it, please handle it gently. Items showing any signs of wear will not be eligible for return.

Sale items are final sale and not eligible for return, unless they arrive damaged or defective.

Undergarments are non-returnable due to hygiene reasons.

Gift cards are also non-refundable and cannot be returned.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

All returns undergo an inspection period, which can take up to 7 business days from the date your package is delivered back to us.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too

If more than 15 business days have passed since we’ve approved your return, please contact us.

For further questions , please email us at cs@smooch.ltd.