RETURNS
Please take into consideration that each pair of Smiling Shoes is entirely manufactured by hand, after your individual preferences and/or measurements – colour, platform, heel, others – and therefore you are fully responsible for the final product look. Smilingshoes.com guarantees the quality of the products. Moreover, we guarantee you will love it and it will fit perfectly.Please note that most of the articles are not available on immediate stock, they are custom made individually for each of our customers, as we usually function on pre-order basis and therefore, given the bespoke nature of the service, our products cannot be returned.
According to law OUG 34/2014 art. 16 let. c) - "The following are considered exception from the withdrawal right stated in articles 9-15 regarding distance contracts or contracts made outside commercial spaces: [...] c) supplying products handmade after costumer details or visible personalised [...]."
Even though, considering that we want you to be completely satisfied with your Smiling Shoes products, please be assured that we’ll do all our best to solve your return request.
Manufacturing faults
We strongly advise you to check products thoroughly upon delivery, before removing any attached tags and before disposing of any original packaging.
Please note that all Smiling Shoes products are quality controlled and checked for any manufacturing faults before they are dispatched to customers. Even though, in the unfortunate case of major manufacturing faults you have to announce us immediately and therefore return the products. In this case we will replace the products with identical products or, if not possible, we will issue a refund.
Any complaint of manufacturing faults after a period of 3 days from receiving the products is considered expired. Smiling Shoes products are guaranteed for 30 days from their acquisition date – guarantee certificate should be found on the box’ back.
Shoes are classified as having manufacturing faults if they are received damaged (tear / cutout heel, tear / cutout sole, tear / cracked / cutout / stained leather), but excludes the faults occurred as a result of wear / tear / damage.
Please note that we cannot replace products from one model with products from another model.
Please note that we do not accept repeatedly returns for manufacturing faults.
Inappropriate size
If it’s your first order on smilingshoes.com and you didn't try our products, the product with inappropriate size can be replaced with an identical product, same model and same configuration, but with a new size, one size up or one size down. In this case we do not accept a refund. Inappropriate size returns are accepted only one time and only for one product, in a timeframe of 3 days from receiving the product.
Any return for innapropriate size after a period of 3 days from receiving the products is considered expired.
Even though, in some cases, we reserve the right to decline your return for inappropriate size, according to law OUG 34/2014 art. 16 let. c).
Returns for inappropriate size are not applicable to products with discount price / products received as presents.
Returns for inappropriate size are applicable only to customers with personal account on smilingshoes.com.
Please note that we cannot replace products from one model with products from another model.
Please note that we do not accept repeatedly returns for inappropriate size.
How to return / exchange
Should you wish to return / exchange a Smiling Shoes product, please state your return request explicitly, within 3 days from receiving the product, either by sending us an email at retur@smilingshoes.com or by completing the Return Form from smilingshoes.com.
After we carefully analyse your request we’ll let you know the proposed solution for your return. Considering that we want you to be completely satisfied with your Smiling Shoes products, please be assured that we’ll do all our best to solve your return request.
Declined return – unfortunately the products cannot be returned
Accepted return – please follow the steps below:
- prepare your products for delivery - the package must be dispatched in a timeframe of 5 days from receiving the return confirmation on the email. Please note that the package must be returned to the address mentioned in the Return Form, we do not accept returns at the showroom.
- check if your package meets all the returning conditions
- call the courier
- keep the sending confirmation (AWB)
We will notify you the moment we receive the returned package and the result of the undergone quality check. We reserve the right to accept or not your return only after checking if the products fulfil the conditions requested below.
- If your returned package is exceeding the 5-7 days dispatch timeframe (calculated from return confirmation on the email), the products are damaged and/or the Return Form is missing / incomplete, we reserve the right to decline your return and/or have the products redelivered to you, exclusively on your expense.
- If your returned products are without / with damaged original box, without / with damaged original labels, without the safety tag attached, we reserve the right to deduct the sum resulted from the decrease in value of the returned products or to have the products redelivered to you, exclusively on your expense.
- In case of a declined return as we have to redeliver the products to you and should you refuse to accept the returned package, we reserve the right to keep the products and the corresponding amount that was paid.
- In case of an exchage, exchanged products will be dispatched in a timeframe of 5-7 working days from receiving the returned products. Please note that you can not exchange a product for a different product.
- In case of a refund, refunds will be arranged in a timeframe of 10 working days from receiving the returned products.
Return conditions
Returned products must be new, without any sign of use, without any faults occurred as a result of wear / tear / damage. All shoes must be tried on a carpeted surface which leaves no traces.
Returned products must be in their original undamaged package, with all the original undamaged labels and the safety tag attached. The box, the labels and safety tag are part of the product.
Returned products must be accompanied by the Return Form with complete information as requested (Return Form section from your personal account on the site).
Please note that the package must be returned to the address mentioned in the Return Form, we do not accept returns at the showroom.
We reserve the right to decline and redeliver to you any returned product that does not fulfill all the return conditions mentioned above.
All return fees and risks are completely on your expense and must be paid in advance.
Pease note that all returns must be delived to our company's address (mentioned in the Return Form).
Please note that we do not accept cash on delivery returns. Please note that we do not accept unidentified returns. Please note that we do not pick up returns from Romanian Post Office or any other post office.
Please not that the merchandise must be returned in one mailing; we reserve the right to refuse multiple returns at different times from one order.
Please note that we can only accept returns from the country which the shipment was sent to.
Please note that we can not be held responsible for damaged or lost packages.
Please note that we can not accept returns at the showroom.
Please note that repeatedly requests for returns from the same customer can be considered abuse.
Refund
In case of requesting a refund, please note that the following taxes can not be refunded and will be deducted from your order value: standard or expres delivery costs (including free delivery promotions), custom duties, bank charges in case of bank transfer or card payment, potential losses due to currency rate fluctuations, other taxes if any.
In case of international delivery outside EU, we cannot refund custom duties, import tax, handling costs, and all other specific taxes which were imposed once a shipment reached your country and were invoiced separately through our logistic partner.
Refunds, except the above fees, will be arranged by card or bank transfer, in customer bank account, in a timeframe of 10 working days from receiving the return. Once you receive the email with the refund confirmation, please allow up to 15 working days for the refund to be credited to your account; this timeframe will depend exclusively on your bank or card issuer and it’s outside our control.
In case the recipient of the product does not correspond with buyer of the product, the refund will be arranged to the original buyer and credit card holder / the same account from which the bank transfer was made.
All refunds for Romania will be done in RON and all refunds for International delivery will be done in EUR.
Sales
All products from Sales section on smilingshoes.com are stock products.
According to law OUG 34/2014 article 9 (1) - "Except the cases presented in article 16, the consumer has the right to withdraw from a distance contract or a contract made outside commercial spaces within 14 days without any reason [...]."
All return fees and risks are completely on your expense and must be paid in advance.
For any suggestion, recommendation, observation, please write us at retur@smilingshoes.com or call us at +40726395963 from Monday to Friday between 9:00 – 18:00 EET (UTC/GMT +2 hours).
