We do hope that you are entirely happy with your product; should you need to return an item, please complete the form below and include it with your parcel.
For undelivered goods that have been dispatched, we will of course provide a replacement or full refund, providing the issue has been bought to our attention within 14 calendar days of the proposed day of receipt. This will be subject to an investigation by the delivery company which must conclude that the parcel is indeed missing (this can take up to 72 hours).
Items Damaged in Transit
If goods are received damaged, you are responsible for notifying us within 14 calendar days of receipt with photographic evidence of the damages. Upon notification, we will issue you with a returns label - simply package up your item in its original packaging and deliver your parcel to your local post office. Once we have received the item, we will refund or exchange accordingly.
Please note, we will not offer refunds or exchanges on items that are missing or damaged in transit if we have not been notified within 14 calendar days.
Items Received in Error
If for any reason an incorrect item is sent, please notify us immediately. We will re-send the correct item with a free returns label and packaging – we very kindly request that the item sent in error is packaged up and dropped off at your local post office.
Items for Exchange or Otherwise
If you require an exchange for an item or if you simply decide that you no longer require an item that has been delivered, we will gladly refund (not inclusive of postage and packaging) or exchange accordingly within 28 calendar days of receipt. The item must be returned in its original packaging, unsoiled and unused. In this instance, it is the responsibility of the customer to cover the cost of postage back to Totally Smart and return postage, charged at the going rate, if an exchange is requested.
Returns should be posted to:
Totally Smart Returns
It is your responsibility to obtain proof of postage and, should a returned parcel become damaged or lost, we will not offer compensation.
For faulty items please refer to the Consumer Rights Acts for rules on refund/replacement.
If goods purchased from Totally Smart are returned for any other reason that does not fit the criteria above, we impose an admin/restocking fee of 10% on the total order inclusive of carriage and VAT.
Should you have any queries regarding the return of your items, please don’t hesitate to contact us.