RETURNS AND EXCHANGES
Please read through our returns and shipping policy.
Please read ZipPay and Afterpay return policy.
Here at Smoke & Vanilla we understand how difficult it is to purchase something before trying it on, we offer you a completely risk-free 7-day return policy from shipping date.
The offer excluding final sale items. (Items discounted at 50% or more are final sale, and cannot be returned.)
Smoke & Vanilla Returns Policy
Merchandise is accepted for exchange or refund if returned in salable condition within 7 days of the shipping date, accompanied by the return/exchange slip. With this return/exchange slip, please include your name, order number and a detailed note. Please note that some products are not eligible for return or exchange.
Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.
We only accept returns or exchanges purchased at Smoke & Vanilla located at 1/10 Main St, Mornington.
Please contact our team at email@example.com or (03) 59756725 with a detailed description of what you want to return or exchange plus your order number and we will get back to you within 24 hours.
When returning postage yourself, we suggest you request tracking for your parcel for your protection, please provide tracking information in email of return/exchange request to firstname.lastname@example.org.
You will receive an e-mail notification upon the receipt of your return, provided that your e-mail address is included on your return/exchange mail to email@example.com.
Please allow up to 12 business days for us to receive and process your return or exchange. Personalised Items cannot be returned or exchanged.
Smoke & Vanilla does not provide return shipping labels for orders.
Smoke & Vanilla reserves the right to assess merchandise and determine whether damage is a result of defective production or normal wear-and-tear. Discoloration, tears, and/or other material deteriorations that occur with use will not be regarded defective. We do not replace products that have previously been replaced.
Afterpay and ZipPay Agreement
As of 1st of March 2019, all returns made through Afterpay and ZipPay will incur a 6% fee to cover merchant fees.
Smoke & Vanilla thank you for your cooperation.
Making an Exchange:
Exchange requests must be made within 14 days of the order receipt for merchandise purchased at full retail price.
Specify the exchange item and the new colour / size / style on the return/exchange mail to firstname.lastname@example.org.
Include the request in your return package. Simply ship it back to us and we’ll send your new item free of shipping charges.
If you are exchanging an item due to a mistake made by our team or because of quality issues, we will reimburse you with store credit for the shipping costs.
Availability of the replacement item is not guaranteed. You will receive an e-mail notification upon the completion of the exchange processing.
If you have any questions or concerns, please e-mail us at email@example.com.
We ship via Australia Post, a secure and easy trackable methods of shipping. If your package gets lost in transit we will do everything we possibly can to assist you.
Should Australia Post confirm your parcel is stolen or lost in transit, we will reimburse you the cost of the item.