Returns & Exchanges

Thank you for purchasing from Smor Store! 

Before you consider a Return or Exchange, please note:

• Our bamboo dinnerware can be used for hot and cold food, as well as hot and cold liquid. 
• Our bamboo dinnerware can be placed in the dishwasher with a maximum temperature of 60 degrees celsius. 
• We do recommend hand washing our bamboo dinnerware with warm water and a gentle detergent to ensure it’s longevity - if you have time! 
• Our bamboo dinnerware products are not microwave or oven friendly. 
• Bamboo is a light coloured natural fibre and therefore when it's mixed with 100% food-safe non-toxic water based pigments, it won't ever be 100% opaque in colour. 
• Our bamboo products are made from a natural material, bamboo. Therefore care should be taken when using them. If they are dropped or thrown onto a hard surface, they may break or crack.  Adult guidance is recommended for all children of all ages. Smor Store will not be held responsible for cracked or broken bamboo dinnerware. 

OUR RETURNS AND EXCHANGE POLICY

• Smor Store do not offer refunds or exchanges on goods due to change of mind. 
• Sale items will not be accepted for return or exchange. 
• Refunds are only available if the item/s is faulty, or beyond repair or replacement.
• If you receive the incorrect item or there was a shipping error (please note we arrange tracking for all orders from Smor Store to ensure safe delivery), let us know within 7 business days. 
• If you purchased a Smor Store product from another retailer and not at  www.smorstore.com, we kindly ask that you get in contact with that retailer and they will kindly help you with the matter. 

You are required to return a product within 7 days from the date of delivery. Refunds are only available if the item/s is faulty or damaged. 

If you would like to return or exchange your purchase, please follow our procedure below.

 

Step 1: Filling in the Returns Form

Please download our Returns form here. This must be completed and emailed to  info@smorstore.com first. Please complete all details in the form including your order number, full name, phone number and return postal address, if applicable.  If you receive a damaged or faulty item/s, please include photos with your Returns form by email. 

Step 2: Packing your return

Following your email to Smor Store, the Returns Form must be printed and included with your returned item/s, along with your original delivery invoice. Failure to do so will delay the process further. 

The item/s shall be returned in its original packaging and should not be used, cracked or broken.

Shipping costs are the responsibility of the customer, unless the item is deemed faulty.

We highly recommend postal tracking as Smor Store will not be held responsible or liable for returned item/s getting lost in the post. Remember to include a return address on the outside of your parcel. 

We only accept returns via mail. Please use an Express Postal service to ensure your item is received within the accepted time frame. We use a PO Box address, so please do not add a “signature on delivery” requirement to your parcel. This will result in extended delays and/or parcel rejection. Please return your item/s to:

Smor Store, PO Box 1015, Noosaville, QLD, Australia 4567

Please note: Smor Store is not responsible or liable for the loss of items in return transit both domestically and internationally. We highly recommend using a traceable delivery method and taking note of your tracking number. Please note items received outside of the specified returns period of 14 days will not be accepted.

Step 3: Review and processing

Once the item/s has been received by Smor Store, they will undergo a review by our team and we will contact you regarding your chosen form of return. 

We will also contact you to process payment for return postage if your item/s are deemed faulty). Please allow two weeks for processing. 

OUR PRE-ORDER POLICY

• Please keep in mind that Smor Store cannot guarantee your pre-order will arrive on time, as there are often delays from the manufacturer which are out of our control. We will endeavour to update you if we expect delays.
• If your order contains both pre-order items and in-stock items, the order will be held until the pre-ordered item/s arrive and then your order will be shipped together.
• If you would like to split your order and have the in-stock item/s sent immediately, please let us know by emailing  info@smorstore.com after you have received your Order Confirmation. Please note, you will be required to pay any extra shipping fees if we ship item/s separately.
• If you wish to cancel your pre-order before it has arrived, you can opt for a credit or exchange by emailing  info@smorstore.com.
• If you have any questions in regards to your pre-order, including information on arrival times (do note arrival times are stated on the product page), please email us at info@smorstore.com. 

SALE ITEMS

We do not refund sale goods. These item/s are final sale item/s and can’t be returned or exchanged unless deemed faulty. This includes sample sale goods.

Occasionally, sample sale goods will be available for purchase. Please note, these goods are bound to have faults, including marks and discrepancies. When purchasing sample sale goods, the customer is always aware that the goods cannot be returned or exchanged.

For all further enquiries, please contact info@smorstore.com.