Carbecue BBQ

Smithers 14 Day Return Policy.

At Smithers, we want you to absolutely love your purchase. However, we understand that sometimes you might change your mind or need to return an item. That’s why we offer a 14-day return guarantee to give you peace of mind.

How Our 14-Day Returns Work

If you decide to return an item, follow these simple steps to ensure a smooth process:

1. Contact Us:

   • Notify us of your return within 14 days of receiving your item.
   • Contact us our team at  to start the process.

2. Prepare Your Item for Return:

   • Ensure that all returned items are unused, in perfect condition, and free from damage.
   • Include the original packaging and ensure the item is in a saleable condition, just as it arrived with you.
   • Carefully pack your item to avoid damage during transit.

3. Choose Your Return Option:

   • You can arrange your own shipping or let us handle the return logistics.
   • If you choose our return service, the shipping cost will be deducted from your refund.
   • Sale items are non refundable

Key Things to Note

• Postage Costs:

  • Original postage fees are non-refundable.
  • Return shipping costs are the customer’s responsibility unless the item is faulty or damaged (see below for faulty returns).

• Refund Processing Time:

  • Once your item has been received and inspected, we’ll process your refund within 7 days.
  • Refunds are credited to your original payment method.
  • Please allow an additional 5 working days for the funds to appear in your account, depending on your bank or payment provider.

How to Start Your Return

To initiate a return, contact us here with the following details:

• Your order number.
• A brief description of why you’re returning the item.
• Indicate whether you’d prefer a refund or an exchange.

Our team will guide you through the next steps to make the process as seamless as possible.

Frequently Asked Questions

What if my item arrived damaged or faulty?

If your item arrives damaged, please notify us within 24 hours of receiving it. Contact us  with:

• Photos of the damage.
• Your order number.
  We will assess the issue and arrange a return or replacement at no additional cost.

Can I return an item without its original box?

No, items must be returned in their original packaging. This ensures the item is protected during transit and allows us to restock it. Unfortunately, we cannot process refunds for items without their original packaging.

What happens if I miss the 14-day return window?

Returns requested after 14 days cannot be accepted unless the item is faulty. Please contact us as soon as possible if you’re unsure about the timeline.

Why Choose Smithers for Your Next Purchase?

Our 14-day returns policy is designed to provide you with a hassle-free shopping experience. We take pride in delivering high-quality, unique items and ensuring you feel confident in every purchase. If you have any questions or concerns, our team is here to help.

Contact Us for Help

If you need assistance with your return or have any questions, please reach out to us:

• Phone: +44 0207 8890077

At Smithers, your satisfaction is our priority!

Smithers 14-Day Refund Policy

At Smithers, we strive to ensure you’re delighted with your purchase. However, we understand that sometimes you may change your mind. That’s why we offer a straightforward returns and refunds process, provided you follow the guidelines outlined below.

Refunds Before Delivery (UK Only)

If you wish to cancel your order before it has been delivered, we offer the following options:

1. Cancellation Within 2 Hours of Ordering:

   • If you cancel your order within 2 hours of placing it, we will issue a full refund, no questions asked.
   • Refunds are processed within 3–4 working days from the date of your cancellation request.

2. Cancellation After 2 Hours:

   • If more than 2 hours have passed, your item may already be in the processing stage. In this case, cancellation is not possible, and you will need to wait for the delivery. Once the item arrives, you can initiate a return (see "Refunds After Delivery" below).

Refunds After Delivery (UK Only)

To qualify for a refund after receiving your item, please adhere to the following steps:

1. Return Request Timeline:

   • Customers must contact us within 14 days of receiving their order to initiate a return.
   • Requests made after the 14-day period will not be eligible for a refund.

2. Condition of Returned Items:

   • Items must be returned in their original packaging and in unused, perfect condition to be eligible for a refund.
   • Any item that is not in re-sellable condition or lacks the original box will not qualify for a refund.

3. Postage and Return Deadline:

   • Returns must be sent back within 14 days of the delivery date.
   • Customers are responsible for the cost of return postage.

Important Notes on Refunds

• Original Packaging:

  • All items must be returned in their original box. Refunds cannot be processed without this packaging.

• Timeframe for Processing Refunds:

  • Refunds are processed within 3–5 working days by our accounts team.
  • Once processed, it may take 5–7 additional working days for the funds to appear in your account, depending on your payment provider.

Important Notice for International Deliveries

For our international customers, please be aware of the following policies:

1. Refused Deliveries:

   • If you refuse delivery after two attempts, the package will be returned to us by DHL or FedEx.
   • In such cases, Smithers is not liable for the goods or return shipping costs.

2. Unaccepted Deliveries:

   • If you fail to accept delivery, we will not issue a refund for the order.
   • Please ensure someone is available to receive your package to avoid additional costs or loss of goods.

For assistance with international shipments, contact us directly.

Faulty Goods Policy

We take great care to ensure your items arrive in perfect condition. However, in the rare event that you receive a faulty or damaged product:

• Check Goods Immediately:

  • Inspect your items upon arrival.
  • Report any damage or faults within 24 hours of signing for the delivery.

• Reporting Damages:

  • Claims submitted after the 24-hour period cannot be accepted, and Smithers of Stamford will not be held liable.

Cacoon Items & Custom Bespoke Orders

Cacoon Returns:

Returned Cacoon tent items are subject to a 30% restocking fee—this is set by the manufacturer, not us.

Made-to-Order Items:

Custom commission pieces are made just for you and cannot be cancelled or refunded once payment is made.

Contact Us for Assistance

If you have further questions about our refund policy or need assistance with a return, please don’t hesitate to reach out:

• Phone: +44 0207 8890077
• Email: contact us

At Smithers, we’re here to help make your experience as seamless as possible.

Delivery, Tracking & Shipping Information

At Smithers, we deliver across the UK, Europe, the USA, Canada and worldwide. We aim to provide a fast, reliable and seamless delivery experience for every customer.

UK Delivery

London: 2–3 business days, £5–£40
Brighton, Cambridge, Manchester and other UK cities: Standard delivery times apply
Scotland, Devon, Cornwall and Ireland: £20–£75 (regional surcharges may apply)

Small items: 2–7 working days
Furniture: 7–28 working days
All orders include tracking and delivery notifications.

European Delivery

Paris: 3–5 business days, £25–£50
We also ship to Ibiza, Madrid, Amsterdam and other European cities.

USA & Canada

New York: Approximately 5–7 business days, £30–£100
Shipping also available to Canada and all major North American cities.

Delivery Services

Small items are delivered by Royal Mail (UK) or FedEx/DHL (International).
Large furniture is handled by the Smithers logistics team and includes white-glove delivery with placement in the room of your choice.

Addresses and Postage

Postage costs cover delivery to one address per order.
You will be notified of any delays or changes to your delivery schedule.
Tracking is provided on all orders.

Important Delivery Policies

Check Furniture Dimensions
Please ensure furniture will fit through doorways and access points. If items do not fit, outward and return delivery costs will be deducted from the refund.

Signature-Free Deliveries
If you request an item to be left without a signature (with a neighbour or on the premises), this is at your own risk. Smithers is not liable for loss or damage in these cases.

Goods Inspection
UK customers should inspect goods within 48 hours of delivery.
International (USA/EU) customers should inspect goods within 72 hours.
Report any damage promptly. Claims made outside these timeframes cannot be processed.

How to Report Damages
Contact our customer service team with your order number, photos of the damage, and courier details such as DHL or Royal Mail.

International Orders and Customs

Some countries charge import taxes or duties, usually between 10 and 20 percent.
If a customer refuses to pay these fees or declines delivery, refunds will not be issued.

Cancellations While in Transit

If an order is cancelled after dispatch, the customer is responsible for the transit costs:
Small items: £15 each way
Furniture: £80 each way
These fees cover shipping costs already incurred.

Where We Deliver

We ship worldwide, including London, New York, Paris, Berlin, Amsterdam, Madrid, Rome, Toronto, Dublin, Oslo, Dubai, Cairo, Cape Town, Milan, Tokyo, Sydney and Ibiza and more.

Frequently Asked Questions

Do Smithers of Stamford have long delivery times?
No. Across more than 12 years and over 10,000 orders, over 99.95% of items have arrived successfully and on time. All deliveries come with live tracking, delivery notifications and proof-of-delivery from trusted courier partners. In the rare case something is delayed or goes missing, we either refund the customer or send a replacement straight away. Older online reviews mentioning delays relate to past supply issues, not our current service.

Do customers ever not receive their items?
Very rarely. With more than 10,000 orders completed, fewer than five parcels have ever failed to arrive, which is a delivery success rate of 99.95 percent. Every order includes tracking and proof-of-delivery so customers always know where their parcel is.

Do you replace missing items?
Yes. If a parcel is delayed or goes missing, we either track it, replace it, or refund the customer immediately. Every customer has been looked after quickly and fairly.