Returns and Cancellations at Smart Lovers
It can always happen that an order doesn't quite meet your expectations, or that for any reason you decide to cancel a purchase. At Smart Lovers Europe, we strive for your complete satisfaction and make the return and cancellation process as simple and transparent as possible. Your shopping experience is our priority, even if something isn't quite as desired.
Easy Returns and Cancellations: Your Rights and Our Service
In this FAQ section, you will find all detailed information on how to return a product, what the conditions are for a return, and how refunds are handled. We also explain how to cancel an order before it has been shipped and what to expect if you exercise your right of withdrawal. We ensure all steps are clear, so you can shop with peace of mind.
Need Help with Your Return or Cancellation? We're Here for You!
Should you have any specific questions about your return or cancellation after reviewing these frequently asked questions, or if you need assistance filling out a form, please do not hesitate to contact our customer service. Our dedicated support team is available via email, WhatsApp, phone, and the contact form on our website. We are happy to assist you personally and efficiently.
How can I cancel my order?
You can cancel your order as long as it has not yet been shipped. To do so, please contact our English-speaking customer service as soon as possible. We'll be happy to help you arrange this.
What are the conditions for returning a product?
Products can be returned within 30 days of receipt. The key conditions are that the product must be unused, undamaged, and in its original packaging. This is essential for a successful return process.
How do I return a product?
Register your return via your account under "My Orders" or contact our international customer service team to receive a return label and further instructions. Print the label, affix it firmly to the return package, and drop it off at a parcel point.
How long does it take to get my money back?
Once we have received and checked your return (within a few business days of receipt), we will refund the purchase amount within 5 business days. This will always be done via the same payment method you used originally.
Can I exchange a product?
No, we do not offer a direct exchange service. If you would like a different item, please place a new order for the desired item and return the original item according to our return procedure. You will then receive a refund for the returned item.
What should I do if my product arrived damaged?
That's certainly very unfortunate! Please contact our English-speaking customer service immediately and send us clear photos of the damaged product and its packaging. We will arrange a suitable solution as quickly as possible.
Can I return a used product?
No, in principle, products must be returned unused, undamaged, and in their original packaging to be eligible for a return. The only exception is if there's a manufacturing defect covered by the warranty. In that case, please contact our international customer service team.
What happens if my return shipment is lost?
It's very important to always keep your track & trace code when you return a product. If your return should unexpectedly go missing, please contact the shipping carrier that sent your parcel. If you can't resolve the issue, we're happy to help you via our English-speaking customer service.
Do I have to pay to return a product?
If you return the entire order, the return costs are covered by us (meaning they are free for you). However, if you return only part of the order, the shipping costs will be at your own expense. For specific questions about this, please contact our international customer service team.
How do I return my item(s)?
1. Register your return via your account under "My Orders." Select the items you wish to return, provide a reason, and click "Request a return."
2. For orders within your local region (e.g., specific EU countries with local return labels): use the provided return label (or a label you receive by email) to drop off the package at a parcel point.
3. For other countries: after you have registered the return, we will contact you for further specific instructions and a possible return label.
4. Still have questions? Go to the contact form under "Contact" on our website or contact our English-speaking customer service.