Returns & Refunds
Return policy
Everything you need to send something back, and to ask for a refund or store credit. Every return starts on our online portal.
Start my return →How long you have
Under articles L221-18 et seq. of the French Consumer Code, you have fourteen (14) days from the day your parcel arrives to tell us you want to withdraw from the sale, without giving any reason.
You then have a further fourteen (14) days from that notice to send the items back to us.
Every return request is made through our portal: smtz.shipping-portal.com/rp. You can also notify us by email at smtzsav@gmail.com.
How to send your items back
- Go to our returns portal at smtz.shipping-portal.com/rp and enter your order number and your email address.
- Select the items concerned, give the reason for the return, and choose whether you want a refund or store credit.
- You then receive your return label by email. A flat fee is deducted from the refund or from the value of the store credit — €3.90 in France and the EU, and on US orders nothing under $80, $30 from $80 up — except in the cases below.
- Pack the items carefully, stick the label on the parcel and drop it off at a post office or carrier point. Keep your proof of postage.
6 AVENUE RAYMOND POINCARÉ
57400 SARREBOURG, FRANCEThis address is given for information. Please send your parcel with the return label issued after your online request: it is what lets us identify it and deal with it quickly.
Return costs
Once your return label has been issued, a flat contribution is deducted from the amount refunded to you or from the value of your store credit. It covers the cost of sending the item back, which is borne by the customer in the event of withdrawal (article L221-23 of the French Consumer Code).
| Where you are | What is deducted |
|---|---|
| France and the European Union | €3.90 |
| United States — order under $80 | Nothing. The return label is on us. |
| United States — order of $80 or more | $30, or you can send the parcel back with a carrier of your choice at your own cost. |
You changed your mind
Wrong size, wrong colour, or it just isn't the one: the fee above is deducted from your refund or your store credit.
The mistake is ours
Item faulty, damaged, not as described, or the wrong thing sent: the return label is free and nothing at all is deducted.
Exchanges
We don't offer exchanges, whatever the reason for the return.
If you want a different item, a different size or a different colour, choose store credit when you make your return request. The credit is added to your account once we have received and checked the parcel, and you can then place a new order for whatever you like.
What condition items should come back in
You can try things on exactly as you would in a shop. Handling that goes beyond trying on and reduces the value of the item may, however, lead to a reduction of the refund matching that loss of value.
| What to watch | What we recommend |
|---|---|
| Tags | Leave the tags attached and intact: that is what shows the item hasn't been worn. |
| General condition | The item shouldn't have been worn beyond trying on, washed or altered. |
| Cleanliness | Avoid make-up or perfume marks and any smell: they count as loss of value. |
| Shoes | Try them on a smooth floor or a rug. Marked soles show wear beyond trying on. |
| Shoe box | Don't use the box as the parcel and don't tape it up: slip it inside a mailing bag. |
Items excluded from the right of withdrawal
Under article L221-28 of the French Consumer Code, some products cannot be returned under the right of withdrawal.
Personalised items
Engraved jewellery and pieces made to your specifications are made especially for you: they cannot be returned or refunded.
Items sealed for hygiene
Earrings, piercings, briefs and swimwear tops and bottoms cannot be returned or refunded once the seal has been opened after delivery. While the seal is intact, a return is still possible.
Worth knowing before you send
- Always go through the returns portal before posting: without a request on file we can't identify your parcel and it will take far longer to process.
- Use the label we send you: it keeps the parcel tracked and makes sure it reaches us.
- Keep your proof of postage: it is enough to trigger your refund, even if the parcel is slow to arrive.
- If the return conditions aren't met, our customer care team will contact you to work something out before any decision is made.
Refund policy
You are offered two options when you make your return request:
Original payment method
Refunded to the method you paid with. A PayPal payment, for instance, is refunded to your PayPal account. This is the default option.
Store credit
If you prefer, we issue store credit as a gift card, added to your account and usable on your next orders.
If you paid with a gift card, the refund is credited back to that same card.
What you get back
The refund covers everything you paid, including the original shipping cost at the rate of the standard shipping method we offer. If you chose a faster or more expensive method, the difference stays at your expense. The return fee is then deducted, except where the return is down to a mistake on our side.
| Stage | Timing |
|---|---|
| Refund issued by SMTZ | No later than 14 days after we receive your parcel or, if earlier, the date you give us your proof of postage. |
| Funds appearing on your account | A further 2 to 10 business days depending on your bank or payment provider. |