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Delivery & Returns

We offer FREE UK DELIVERY on all goods over £60 and a FREE UK RETURNS service.


DELIVERY

All products will be delivered or shipped as soon as possible, subject to payment card authorisation and stock availability. However, please note that for delivery purposes, our return name & address will be shown in one corner of the address label.
You will only be charged once per order for delivery and gift boxing (if applicable) regardless of however many separate shipments we make to you.


FREE DELIVERY on UK orders over £60 

Spend £60 or more and get FREE UK standard delivery on your order. This offer may be combined with other offers, promotions and sales. No promotion code is necessary. Free standard shipping will be automatically applied to your basket.

 

Deliveries outside of Europe – Rest of World

 

It’s likely you will be liable for import duty or taxes on goods entering your selected country

 

The amount of duty or tax (if any) will depend on the type of goods and their value. Some items can be imported duty/tax free. Any additional charges for customs clearance is at the purchasers cost.

 

We have no control over these charges and they vary from location to location and we can’t inform you of what they might be.

 

It is a legal requirement that we declare the full value of the goods, excluding shipping charges, on all packages despatched outside the European Union.

 

 

 

Shipping method
Order Deadline* Cost
     
Standard delivery UK
3-5 working days unless otherwise stated. (Royal Mail First Class Recorded*)
Ordered before 2pm GMT £3.50

Standard delivery Europe
4-7 working days unless otherwise stated.

Standard delivery Rest of World

Estimated 5-20 days depending on location and customs clearance

 Ordered before 2pm GMT

Europe £6


Other £10




 

*All deliveries will be made according to the carriers' standard procedures. For standard UK delivery, a signature will be required. For Standard European delivery a signature should not be required.  However, packages which will not fit through your letter box may be taken back to the postal depot for collection. Please note that where a signature is required, orders cannot be sent to PO box addresses.

We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered (including sale or clearance items), we will exchange them or give you a full refund for the items*, provided that you return them to us in their original condition and packaging, unworn, unwashed, with all labels intact. We offer a FREE RETURNS policy and your order will have been dispatched with a pre-paid label for this purpose. 

*Replacement items requested will not be gift boxed, so you may wish retain any gift box received (if applicable) with the original order. All replacement items are shipped via standard delivery. 

Please ensure that briefs/thongs/swimwear etc. are tried on over your own underwear. We reserve the right to refuse returns of items where it is apparent that this has not been done.


Gift cards are non-returnable and cannot be exchanged for cash.


RETURNS/EXCHANGE AND REFUND POLICY
We offer FREE UK RETURNS and exchanges policy on all our orders. You'll find a free returns label included in your delivery.
Make sure you receive a proof of postage from the Post Office and we'll sort the rest - it's as easy at that!
If you need some reassurance then here is our returns/exchange policy...
mysmartypants.co.uk knows that it’s a woman’s prerogative to change her mind. It is very important to us that you are happy with everything you have purchased from mysmartypants.co.uk and that you are totally satisfied. However, we also appreciate that you haven’t been able to try everything on to make sure it fits and seen in the flesh that your purchase is exactly what you were looking for.
Returns from outside of Europe – Rest of World 
Please clearly mark return packages as 'Returned Goods' as unfortunately, if this is not done and mysmartypants.co.uk incur any incoming customs charges as a result, these charges will need to be added to your order.
If you've paid import duty for goods received and chosen to return the goods to us, it should be possible for you to claim a refund of the duty/tax from your local customs authority. To do this, you'll need to show them proof of duty paid and proof of return (e.g. certificate of posting) when claiming your refund. Please contact your local customs authority if you have any queries on duty/tax payable/re-fundable.
 
EXCHANGES & RETURNS
So if your order does not fit or is not you need or wanted then please complete the returns form that was provided within your order ensuring you have stated the reason for return. In the case of exchanges please state the alternative size you would like. Peel off the freepost label, stick it to the parcel and post it to us within 28 days of receipt of the items.
Please retain a proof of postage for your return as unfortunately we cannot take responsibility for any parcels that do not reach us. If the items you are returning to us are over £100 in value, we recommend sending via recorded delivery as well as retaining a proof of postage to ensure you are covered with Royal Mail should the parcel not reach us.
Upon receipt of your return we will process your refund or exchange as soon as possible, usually within 2-3 working days. Please allow a further 3–7 working days for this to appear in your account or for your replacement item to arrive.
* Here are some useful things to know regarding our returns policy:
1. If we have sent you something defective then we will be happy to replace it where possible or refund the price you paid,
whichever you would prefer.
2. We are sure that you appreciate for hygiene reasons we can't take back anything that has been worn or washed.
3. We can only provide refunds on items returned with their labels and tags intact.
4. We'll refund the delivery charge 
5. We cannot be held responsible for any returns that do not reach us.

This does not affect your statutory rights. If you want any clarification or simply a little more detail then please look at our further returns policy details below.
  1. Your right to return the Products
You may return Products to us and we will give you a full refund of the purchase price actually paid PROVIDED THAT:

(a) in the case of Products sold to you, you return them (and any associated products included as part of that, such as free gifts) to us in their original condition and packaging, unworn and unwashed (and with all labels intact) within 28 days after the date that you received them  

You may return any defective Products to us and we will, at your option, either replace the defective Products or give you a full refund of the purchase price actually paid and the delivery charge as recorded on your invoice in respect of such defective Products PROVIDED THAT:
(a)   in the case of Products sold you as part of a sale, special offer or sales promotion, you return them (and any associated products included as part of that, special offer or sales promotion, such as free gifts) within 28 days after the date that you received them;
and

(b) in the case of any other Products sold to you, you return them to us within 28 days after the date that you received them.
Products that you return to us must be sent using the Free Returns Label provided or via a tracked mailing provider at your own cost. Products that you return to us should be accompanied by a completed “returns sheet” on the bottom of the delivery note included with the Products on delivery.
Should you wish to send something back to us, please note that we cannot be held responsible for any returns that do not reach us.
This does not affect your statutory rights.


RETURNS PERIOD

UK returns must be received by mysmartypants.co.uk within 28 days of receiving your order. Four days should be allowed for postage, so please ensure your item is posted within 24 days of receipt.

If you wish to return goods to us, you may do so without giving us prior notice. In this case please complete the form accompanying your order and enclose it with the returned goods. 

Send your return via the Royal Mail, and please obtain a Certificate of Posting (available free from your post office) for all returns, so that we can complete your request in the event of items being lost in transit. You should keep this certificate until you have received your refund or replacement. Please allow up to ten working days for returned goods to reach us.

In all cases, your proof of postage should show the mysmartypants.co.uk address to which you have returned the goods, together with the post office's printed/stamped confirmation of the date of posting.

We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done. 
If no return instructions are enclosed with your return, we will automatically issue a refund for the returned items.


If you have requested a refund, replacements of a lower value than the returned goods, or no return instructions are specified, any refund due will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed. Please note that if we can't issue a refund to the card used for the transaction a credit note for that sum will be issued.



REPLACEMENTS

If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order. Please note that, on orders paid for with only a gift card, we are unable to process replacements of a higher value than is available on the gift card. In these circumstances, you should request a refund for the returned goods. Once this refund has been processed to your gift card you will then be able to use the balance to place a new order, giving your additional payment details for any extra balance on the order form.


"I no longer have the dispatch paperwork - what do I do?"

If you no longer have the returns label that was supplied with your order, please address the package to the appropriate returns address, depending on your country or contact us at info@mysmartypants.co.uk.

Enclose a note with the return, ensuring that the following information is included:
Order number (if known), name, address, contact telephone number or email address (especially important if you do not know your order number), return reason and details of refund or replacement required.

If using the original packaging, please ensure that the original address label is covered up. Please quote your order number on the top left hand side of the package, to assist us in identification on return to mysmartypants.co.uk.



RETURN OF FAULTY GOODS

If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.

Please quote your order number on the top left hand side of the package, to assist us in identification on return to mysmartypants.co.uk.

"I've received some mysmartypants.co.uk items as a gift from someone else. Can I return them?"

Of course you can return them as normal - please refer to the return guidelines above and on the paperwork that came with the goods.

However please be aware that, as part of the returns process, the purchaser will automatically be notified by email of any returns, refunds or replacements. Unfortunately, we cannot prevent this as it is an automated part of our returns system.

If you request replacement items of a higher value, we would need to obtain the purchaser's permission before making an additional charge to their card. Alternatively, any difference can be paid using your own card - should you wish to do this, please include clear payment instructions with the returned items, together with contact details in case of any query.

If you request a refund, please note that this can only be issued to the card which was used to pay for the goods. We can however offer gift certificates for the mysmartypants.co.uk store in place of a refund should you wish.

If you would like further information on our returns policy please contact us with your query.

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