Q: What is the Shmooz returns policy?
A: The product must be in its original condition where possible, if not returned with original packaging we may deduct a fee from the refund if this diminishes the product value. We accept returns in the above condition for exchange or refund within 30 days starting the day after the product has been received. We cannot accept the return of used or damaged goods. Refund take up to 48 Hours from the item arriving within the shop, please allow this 3 working days to show in your account from the refund date. Postage and packaging will only be refunded if the item is faulty or damaged.
Faulty returns must be sent back for inspection. If found to have a manufacturing defect you will be offered a refund or exchange including postage.
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us.
We will not be responsible for return packages going missing in post. If returning goods we would advise you to use a recorded delivery service.
Please note Royal mail may reject any package that is not adequately wrapped
Click here to download our returns form as a PDF document.
All returns should be addressed to:
Kingsgate Shopping Centre
T: +44(0) 1383 844607
Q: Can I phone to arrange an item for store collection?
A: Yes you can, you can contact our store on contact number 01383 844607 between 9am-5:30 pm Mon-Sat and Sunday 11am-4:30pm and a member of staff will be happy to arrange a customer order for yourself.
Q: How will I know you received my order?
A: After placing your order you will receive a confirmation email which will list your ordered items and shipping details as well as all costs charged.
Q: How soon do I get my order?
A: This is dependent on the delivery service you have chosen:
UK Standard - We use Hermes POD Service for our Standard UK orders which is a 2-3 Working days, with your order being dispatched within 24 hours. Orders processed on a Saturday as UK standard will be scheduled for a Monday dispatch. Please allow 3 days before contacting our customer care.
Next Day(UK) - We use DHL Domestic Express service. This is for orders that are placed before 12pm the previous day to be dispatched that day and received the next working day.
Next Day Saturday (UK) - This is for people ordering on a Friday before 12pm to receive the Saturday, this is also sent as a Saturday Delivery recorded service and is dispatched the same day as the order is made.
European - These orders are sent as Hermes International which is a 5-7 working day delivery service from when your order is dispatched (usually within 24 hours of order being made)
International - These orders are sent with DHL Express Air which is a 5-7 working day delivery service from when your order is dispatched (usually within 24 hours of order purchase).
Q: Is my personal information kept private?
A: Please be assured that we consider all the information you share with us totally private and confidential. At no point will we share, rent or sell your personal information without your consent.