Chimney Candle Pack

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.

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 of Stamford 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 24 Hours of Ordering:

   • If you cancel your order within 24 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 24 Hours:

   • If more than 24 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.

Returns on Cacoon Items & Custom Orders

Cacoon Returns:

Returned Cacoon 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 1733 253428
• Email: contact us

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

Smithers: Delivering to UK, USA, & Canada

UK Destinations:

• London: Approx Delivery Time & Cost, 2-3 Business Days, £5-£40

• Brighton, Cambridge, Manchester  & other UK Cities.

• Ireland: Scotland, Devon & Cornwall UK Delivery Time & Cost] £20-£75

European Destinations:

• Paris: Delivery Time & Cost, 3-5 Business Days, £25-£50"]

• Ibiza, Madrid, Amsterdam & other European cities

North American Destinations:

• New York: Delivery Time & Cost, e.g., "5-7 Business Days, £30-£100

• Canada & Other North American cities.

• We strive to provide a seamless delivery experience

Delivery Services

We dispatch small items via Royal Mail (UK) or FedEx/DHL (International). Large furniture orders are handled by Smithers logistics team, which includes white-glove delivery service.

Addresses & Timelines

• One Address Per Order: Postage costs apply to one delivery address only.
• Furniture Orders: Delivered in 7–28 working days.
• Small Items: Delivered in 2–7 working days.

We’ll notify you of any delays or changes to your schedule.

Special Deliveries: Regional Costs

Cornwall, Devon, Scotland, and Ireland deliveries may incur additional postage costs. For furniture orders, delivery includes placement in the room of your choice.

Delivery Policies

Check Furniture Dimensions

Ensure items fit through doorways before ordering. If items don’t fit, return and outward delivery costs will be deducted from your refund.

Signature-Free Deliveries

If parcels are left without a signature (e.g., on premises or with a neighbor), it’s at your own risk. Smithers isn’t liable for loss or damage in these cases.

Goods Inspection

• UK: Check goods within 48 hours and report damages promptly.
• International (USA/EU): Inspect goods upon arrival and report any issues within 72 hours.
  Failure to report within these timeframes invalidates claims.

How to Report Damages

1. Contact us Here 
2. Provide your order number, photos of damage, and courier details (e.g., DHL, Royal Mail).

International Orders

Import Taxes & Duties

Additional fees (10–20%) may apply based on your country’s customs regulations. If you decline to pay these fees or shipping costs, refunds will not be issued.

Shipping Destinations

We deliver worldwide — including London, New York, Amsterdam, Madrid, Paris, Berlin, Sydney, Toronto, Rome, Cairo, Dubai, Oslo, Copenhagen, Cape Town, Lagos, Tokyo, Stockholm — and beyond.

Cancellations in Transit Policy

If an order is canceled while in transit, it is the customer's responsibility to cover the associated shipping fees for the transit costs. The charges are as follows:

• Small Items: £15 (both ways).
• Furniture: £80 (both ways).

We appreciate your understanding, as these fees help cover the costs incurred during shipping. Should you have any questions or need clarification, feel free to reach out to our customer service team.