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FAQ
Click and collect
What does it really means?
Store Pickup allows you to place your order online and pick it up instore. This service is available at SMETS FLAGSHIP, SMETS MEN, SMETS WOMEN and SMETS BEAUTY.
Customers see the Pick up option only if they meet the following requirements:
- All the products in the cart are eligible for pickup.
- All the products are available at a pickup location.
How does it work?
1. Select an Item
Choose the Pick Up option when checking out. We’ll display the store address where your order can be picked up.
2. Wait to Hear from Us
We'll let you know within 24 hours (business days) via a “Ready For Pickup” email when your item is ready and waiting for you at the store. If you
opted in for SMS during Checkout, you’ll also receive a short text message. The debit on the bank card or the PayPal account will be made
at this time.
3. Pick Up Your Order
Once you receive your Ready For Pickup email, head to the store to pick up your items. Please bring your order confirmation and your ID card.
Items will be held for 3 working days after you receive your “Ready For Pickup” email.
Pickups can be done from Monday to Friday, from 9am to 2pm. If you cannot make it please contact e-shop@smets.lu or +352 621 784 843
How long do i have to pick up?
Orders are held for ten working days.
What happens if I don't pickup my order ?
If you don't pick up your order within the pickup window, your
order will be automatically canceled and Your refund will be completed
via the original payment method. Please note that processing fees can be
held.
Can I Separate My Order ?
A customer can’t choose to have some items shipped and some items picked up on the same order. Instead, the customer should place two separate orders.
Can I Change or cancel My Pick up at Store?
If necessary, you can cancel your Store Pickup order by contacting us ASAP. It’s not possible to switch from Shipping to Store Pickup or switch from Store Pickup to Shipping.
FAQ
ORDERS
CAN I PLACE AN ORDER OVER THE PHONE
YES ! Our Customer Care team will be more than happy to assist and advise you with any order you would like to place.
Feel free to contact us via this phone number: +352 621 784 843
Do I need an account to place an order ?
Yes, you need to create an account to place your order. This will allow you to track your order and add items to your wishlist.
How Do I Know My Product Is Authentic?
SMETS sources all its products directly from the brands and designers,
there is no intermediary, which guarantees 100% authenticity. Some items
may also include proof of authenticity directly from the designer, such
as an authenticity card, a case, packaging, etc.
How Do I Know The Item will fit me ?
With such a wide range of international brands and designers, sizing
variations are inevitable. In order to help you find the best fit, you
will find on every product page an indication of US, EU, UK, or IT
sizing information as well as a fit finder.
Our Customer Care team is always available to answer any questions regarding measurements and fitting. Do not hesitate to call: +352 621 784 843 or email: e-shop@smets.lu.
What Payment Methods do you accept?
We accept the following payment methods: VISA, MasterCard and PayPal
FAQ
shippingtaxes
Are duties and taxes included ?
Taxes
Our prices are mentioned in euros VAT included, without shipping costs and custom duties.
All products shipped outside of the European Union will be sold VAT excluded. Customs duties and other fees might be required by the local authority. These additional costs will be at your charge and
responsibility.
The prices listed on individual product pages are calculated based on the location you are shopping from. All orders have
to be paid in euros.
Duties
Customs duties and other fees might be required by the local authority. These additional costs are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary generally from country another. We suggest you to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges return shipment costs, customs charges and handling fees will all be deductible from any refund due.
For customs fees, you must contact the local customs where the shipment was sent and provide proof of return and be reimbursed.
When will I receive my order?
Once your purchase has been completed, a confirmation e-mail will be sent to the address that you provided us.
Once your order is placed, a standard processing time of up to 3 business days in average is required before the order is shipped out. Orders placed after 5pm (CET) may be processed the next business day, and orders placed on weekends and public holidays will be processed the
following business day starting at 9:00am (CET). During peak periods, processing times may exceed 2 business days.
Depending on your
location, delivery will normally take 2-7 business days from dispatch.
When shipping the parcel(s) we will provide you with the tracking number by email. You will thus be able to track your purchase(s) via our transporter’s website. Orders are handled and shipped from Monday to Friday between 10am and 5pm.
Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch.
FAQ
Return & Exchange
How Do I Return or Exchange an item?
SMETS provides high quality products. However, if you are not satisfied with your purchase, we commit ourselves to reimburse you. You have 14 days from the reception of the product to send it back to us.
To do so, please follow the guidelines of the Returns page here.
- Use the Fedex return airway bill provided by us to return your parcel.
- Join a copy of your invoice in the parcel.
- Please be cautious when trying on your purchases and return them in the same condition you received them.
- Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
- Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping. When trying on footwear, please be cautious not
to mark the soles or damage the shoe box.
- Hosiery, lingerie and
swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable. Lingerie and
swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.
- Jewelry must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.
- Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
Once your request is accepted, Plаce the return label you received with your parcel on the outside of the package and safely secure the box. Contact
Fedex to arrange a pickup or drop it at their nearest pickup point. Please note the return costs will be deducted from your refund. Customs fees may be withheld if returning from a country outside the EU. Your refund will be completed via the original payment method, excluding delivery return costs.
SMETS does not process direct
exchanges. We kindly ask that you return the merchandise for a refund and place a new order for the preferred item(s) at your earliest convenience. If it’s unclear, feel free to contact our Customer Care team to help facilitate the return via Tel: +352 621 401 164 or email: e-shop@smets.lu
If it appears that the items have been worn, washed, or are not in
original condition we will not be able to validate the return.
Any returns that do not meet our policy will be refused and re-shipped to sender at your charge. In this case, if the client does not pick up or refuses his parcel, no refund will be made.
Special releases such as raffles and collaborations may not be exchanged nor returned. This
will be notified on the raffle page or the product page.
Can I Cancel or Modify my order?
Modifying or cancelling an order is possible as long as the
merchandise has not yet entered the packaging or shipment phases. To do that, please contact our Customer Care team ASAP, it will help facilitate any changes before the order enters the shipping queue via email: e-shop@smets.lu or call: +352 621 401 164
Special releases such as raffles and collaborations may not be cancelled or modified. This will be notified on the raffle page or the product page.
If your parcel has entered the shipping process, you have 14 days from the reception of the product to send it back to us by following the return procedure.
When will I receive my refund?
RETURN & EXCHANGE
Payment by credit card
According to our payment provider PayPlug, the refund takes in average 2 working
days. This delay can be extended to several days depending on the interbank deadlines (up to 3 weeks). These few cases are unfortunately beyond our control.
If the payment has not been captured yet and the order is cancelled, the customers normally will not see the authorization appear as a debit on their account. Otherwise, the
authorization will disappear within 7 days. It is not possible on our side to cancel an authorization.
Payment via PayPal
- Credit card
(including PayPal Credit): your refund will go to your credit card. It may take up to 30 days for the refund amount to appear on your card statement.
- Bank account: your refund will
initially go back to the PayPal balance before being auto swept back to the original funding source (bank). It may take up to 5 business days for the refund amount to appear on your bank account. If a refund is issued shortly after you paid, paypal will try to cancel the transaction
so you are never charged.
- Debit card: your refund will go to your debit card. It may take up to 30 days for the refund amount to appear on your card statement.
For more information please check the following link.
FAQ
Customer Service
We are available from Monday to Friday [9 AM - 5 PM].
eshop@smets.lu
Phone
We are available from Monday to Firday [9 AM - 5 PM]
+352 621 784 843
A quick question ?
Feel free to contact us via Instagram or Facebook for any request about sizing, additional details, or pictures. We'll be delighted to assist you!