DELIVERY & RETURNS
Express Tracked Global Courier Delivery
Delivery Timings & Costs:UK Orders £5 Next working day (Order before 4pm)
|Europe||£9 (2-3 Business Days)|
|£15 (1-3 Business Days)|
Rest of World
|£15 (2-4 Business Days)|
Spend more than £120 and get FREE GLOBAL EXPRESS SHIPPING
All international orders will be fulfilled by Global Courier UPS or DHL, as a result this is tracked and the tracking will be sent to our customer.
The charge doesn't change so suggest order 2-3 items to make this cost efficient.
SALES AND DUTIES TAXES
All orders shipped outside of the EU will be subject to Duties and Taxes.
Duties and Taxes are NOT included in the retail price you see published on the website.
Please note that duty and sales taxes paid for shipping outside of the EU are not refundable by us when returning your item.
We proudly stand behind our quality. Should you wish to return an item, we are happy to offer an exchange or refund provided items are returned to Smell The Cactus within 10 days of receipt of your order for full priced items and 10 days from your receipt for sales items, as long as the goods are unused and returned in their original packaging. Any Goods that are considered to be worn/ damaged upon return may not be returned or refunded.
If you wish to return an item, please return the item using signed for courier only or tracked, please send confirmation email that your return is on its way back with tracking number, to Smell@Smellthecactus.com use a courier provider of your choosing, but must be signed for so we know the item has been signed for and received back by us.
Return to the following address:
Smell The Cactus
2-4 Exmoor Street,
London, W10 6BD
All returned items must be returned in perfect condition, not used and with the original packaging. We are unable to offer an exchange or refund on items that are scratched, damaged or not in their original packaging.
Customs & Excise charges when the customer changes their mind and declines to accept the product at customs will not be covered by Smell The Cactus, any charges will be subtracted when calculating the refunding due on the return.
Please note that if you refuse to pay custom duties upon delivery, a refund will only be issued after the product has been returned to us.
Normally the return of the product to Smell The Cactus takes 1-2 weeks, but depending on the country’s customs officers, the Smell The Cactus product could be held by the border for up to a maximum of 10 weeks although this is rare, Smell The Cactus is unable to offer a refund until the bag is safely returned to our logistics depot.
Please note we do not accept returns or refunds on bespoke products.
You are entitled for a full refund, minus any shipping charges for sale items purchased, see above, once we receive the item back in our stock and it is signed for as received. It is worth checking with Smell The Cactus customer service when you get the goods back in stock, to ensure your refund is processed promptly. We will usually do this within 24 hrs of receipt of the items.
Once the refund is processed our side, it is then up to the international banking system to return your money, please allow time for this, it can take 5-15 days for all the banks to clear your funds back to you, depending where you are in the world.
If the return sum differs slightly, we are not able to refund the additional bank charges charged by the local banks for international bank transactions, or for international currency movements, this is beyond our control. Do ask for a screen shot, we will always be happy to evidence we have returned 100% of your funds.
Customs duties and sales taxes paid by the customer in the event of a return are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
If you would like to exchange your product, please first return your item and we will issue a credit note to the value of the item for you to place a new order after we have received the goods in our logistics depot. For non-sale items, if the new item is at a lower value we will refund the difference via your original payment method.
We believe in the long-lasting quality and value of our bags which is why we guarantee them for one year to ensure full confidence in your purchase.
We offer a 6 month product warranty covering only manufacturing repairs, this excludes any damage to metals. We can also quote to repair damaged bags outside of the warranty. Simply email images of your product, including detailed images of the damaged area to Smell@Smellthecactus.com . We will then assess the work that’s required and provide you with a quote and information on how to proceed. Shipping and customs charges for returning the product will be covered by the customer.
CANCELLING YOUR ORDER
As a customer based in the EU, under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs) you have the right to cancel your order with us, provided you give us written notice any time after your order has been placed, up until 7 working days from the day after you received your order.
You must notify SmellTheCactus.com in writing of your wish to cancel the contract for your entire order under the DSRs any time after your order has been placed, up until 7 working days from the day after you received your order.