Your Tom Smarte hat is shipped to you free of charge to any qualifying worldwide destination. You can expect to receive your order within 2 to 4 working days in the UK, 7 to 10 working days in Europe and North America and within 21 working days for the rest of the world. We cannot deliver to PO Boxes, as a signature is always required on delivery.
Our Returns Policy
Our 30-day returns guarantee
Our 30-day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item. For customers in the UK, please use the Freepost label contained in the Returns & Exchanges Form sent with your order, with which you do not need to pay for return postage. We would however recommend getting a proof of postage from the Post Office.
We can either exchange the item for another size or style up to the value of your original purchase or issue a full refund for the price you paid for the item–see our Refunds Policy
If you return an item for an exchange for a different style that is cheaper than your original purchase, we will refund the difference in price.
Our Refunds Policy
This section describes how we calculate refunds. Our refunds policy does not affect Your Statutory Rights
When you send your item back to us, we’ll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within one week of our receiving your return.
How Refunds Are Calculated
Items returned because they are damaged, defective or incorrect
If you are returning an item because of an error on our part or because it is damaged or defective, we will be happy to refund the delivery charges incurred in sending the item to you and we’ll reimburse your standard delivery costs in returning it to us. Please do not return by express delivery or courier as these extra delivery charges will not be reimbursed.
Items returned within the 14 day cooling off period
By law, customers located in the European Union also have the right to withdraw from the purchase of an item within 14 working days of the day after the date the item is delivered. For more information see Your Statutory Rights.
Where you are withdrawing from your purchase within the 14 working day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:
where you are returning an item that was part of a larger order, we’ll refund the per-item charge for delivery
where you are returning an entire order, we’ll refund the applicable per-item delivery charges we will refund only standard postage charges
We will not refund the cost of any Express delivery and other services provided to you in connection with your purchase.
Items returned under the 30-day returns guarantee
Where you are withdrawing from your purchase between 14 and 30 days after delivery, and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of delivery or other services provided to you in connection with your purchase.
Your Statutory Rights
At Tom Smarte, we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That’s why under our 30-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item.
By law, customers in the European Union also have the right to withdraw from the purchase of an item within 14 working days of the day after the date the item is delivered under the Consumer Rights Directive.
To cancel your purchase within the 14 working-day cooling-off period, please fill out the delivery slip that accompanies your items giving the reason for the return as “contract cancellation”. Please package the relevant item(s) securely and send it to us with the delivery slip so that we receive it within seven working days of the day after the date that the item was delivered to you. The return address is:
Tom Smarte Returns
c/o Intermail Plc
Horizon West, Canal View Road
Newbury, Berkshire RG14 5XF
Please note that we cannot accept returns if you deliver them to us by hand.
For your protection, we recommend that you use a recorded-delivery service.
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. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.
As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item’s normal postage charge–we cannot refund any priority, express or courier component of the postage charge. For more information on your right to withdraw from your purchase within the 14 working day cooling-off period, visit the European Commission Justice website at: http://ec.europa.eu/justice/consumer-marketing/rights-contracts/directive/index_en.htm