By law, customers in the European Union have the right to withdraw from the purchase of an item within 10 working days of the day after the date the item is delivered. You are untitled to return the item within seven working days after the day on which you have received the item as long as such item is unused, in its original packaging and in re saleable condition.
However, you cannot cancel if the order is for:
- goods that by reason of their nature cannot be returned (such as perfumes, earrings,...)
- made-to-order goods ( the mark "made-to-order" will be mentioned on the product sheet of the good)
For hygiene or safety reasons, you should take reasonable care of certain items. You should not remove hygiene seals on certain items that you will be returning.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.
How do I make a return?
Please contact the customer care team and request a returns form which they will send via email. The completed returns form must be included in your returns parcel.
Please return your order to the following address:
ITG Global Logistics BV- Smiley factory returns
Van Weerden Poelmanweg 10
3088 EB Rotterdam
Please ensure you send the parcel via a secure and traceable method as the goods remain your responsibility until received at our warehouse.
How will I know if you have received my return?
An email will be sent when a return has been received. Please email us to determine if your return has been processed.
We recommend that you send your parcel by traceable method, such as recorded delivery where you will be able to trace delivery.
Please allow up to 10 working days from confirmation of order for delivery.
Made on order products can take up to 4 weeks to be produced and delivered
DELIVERY CHARGES (Per Order)
Order under 25 euros/GBP are subject to delivery fees between 5.75 and 13.70 euros/pounds
Order above 25 euros/pound are subject to delivery fees between 3.99 and 5.99 euros/pounds
Please note that product made on order may be subject to higher delivery costs in regards of their size/volume.
HOW ARE YOUR ITEMS DELIVERED?
Your items are sent by DHL
On receipt of the goods a signature will be required.