Shipping & Returns

The Customer benefits from a statutory withdrawal (retraction) period of fourteen (14) clear days from the date on which the Customer (or a third party designated by the Customer, other than the carrier) takes physical possession of the Product(s) ordered via the Website, without having to justify this decision. Products purchased directly from distributors, retailers or other websites other than www.smeldt.com may under no circumstances be returned directly to Smeldt. To obtain a refund for a returned Product, the you must, prior to expiry of the fourteen-day withdrawal period and before returning the Product(s), inform Smeldt of your decision to retract the order, by making a clear return request by sending an email to hello@smeldt.com.

Smeldt shall acknowledge receipt of the return request by sending an e-mail back to you entitled “Awaiting Return Package”, mentioning that any fees to return the Product(s) shall be borne in full by you. This e-mail shall contain a return slip, which the Customer must print out and place inside the package as well as a return label, which the Customer shall affix to the outside of the package. The Customer shall then take the package to a local parcel pick-up shop. The Product(s) must be returned within fourteen (14) days following communication of the Customer’s decision to withdraw the order.

The Product(s) must be returned in their original condition and packaging. 

Smeldt shall refund any payments received from the Customer, excluding, if applicable, delivery fees, if the Customer returns the order in full. However, any fees to return the Product(s) to Smeldt shall be borne by the Customer

The returned Product(s) shall be refunded by wire transfer to the bank account debited to place the order within a period of no more than fourteen (14) days following the date on which Smeldt is informed of the Customer’s decision to withdraw the order, in accordance with the provisions set out above. However, Smeldt may delay the refund until effective return of the Product(s) to the address indicated on the return slip or until the Customer provides clear proof of shipment of the Product(s), whichever is earlier.  

If the package is not received by Smeldt and without proof of proper distribution, the Product(s) shall not be refunded or exchanged and Smeldt may not be held liable.

Packages received by Smeldt that are not returned in accordance with the above-mentioned procedures shall not be refunded by Smeldt. The Customer bears all risk associated with return of the Products.

Should the Customer exceptionally receive from Smeldt a Product that does not correspond to the order, the Customer should contact Smeldt at davey@smeldt.com as soon as possible, and in any case within fourteen (14) days following receipt of the order. Smeldt shall then confirm noncompliance of the delivery with the order and indicate the return procedure, which shall be at Smeldt’ s expense.
 

IMPORTANT: For returns/exchanges originating from countries outside the EU, the Customer shall clearly indicate on the customs waybill that the shipment pertains to non-commercial goods without resale value, so that no customs duties will be charged to Smeldt. In the event of a return, Smeldt shall proceed likewise to that the Customer does not have to pay customs duties twice.  The Customer may not exercise the right of withdrawal set out above for Products made to the Customer’s specifications or that are clearly personalized within the meaning of Article VI.53 of the Code of Economic Law.