FAQs- Frequently Asked Questions

ABOUT OUR STORES

Where can I buy Smell The Cactus?

We are a Direct to Consumer brand so our special merchandise is only available at our official online store www.smellthecactus.com and we will send your order directly to your door globally. We are a direct to consumer brand so our official merchandise is only available exclusively at our website and no where else in the world.

PLACING ORDERS

What payment methods do you accept?

We accept over 5 different payment card options, simply select your country of choice and watch the number of international payment providers please you at the check out.

Is it safe to shop at smellthecactus.com?

Yes, our website is managed directly by SmellTheCactus.com Ltd and uses a secure payment gateway. After placing an order on our website using this safe and secure payment gateway, we no longer have access to your bank details. We do not store any credit card information. For more information, refer to our privacy policy.

Do you offer discounts?

As an authentic luxury brand, SmellTheCactus.com does not offer any discount on products. Occasionally we may offer promotions for a limited time only such as free shipping or exclusive online gifts. Sign up to our newsletter to be the first to know about these exclusive offers!

Do you sell gift cards?

No, I am afraid we dont. Smell The Cactus specialises in selling Jewellry which make amazing gifts so just buy the product and they will be happy or return it to us.

Can I cancel my order?

Yes, you have the right to cancel your order with us, providing it has not yet left our warehouse and you give written notice within 4 hours of placing the order.  If your order has already been dispatched, please contact us at smell@smellthecactus.com

If you wish to cancel your order, you must notify Smell The Cactus in writing by emailing smell@smellthecactus.com.  We will refund the full value of your order within 30 days of receiving your notice of cancellation. If your order has already left our warehouse by the time your cancellation request is received, your refund may be less the original shipping charge.

The cancellation policy does not apply during sale periods. 

I need to amend my order, how do I make changes once my order has already been placed?

Once an order has been placed on our website we cannot make any changes (for example to the delivery address or delivery service) so please ensure you have checked this carefully before placing your order.

DELIVERY 

How long will my order take to be shipped?

Orders placed before 4pm will be shipped that day

For customers within the UK, Standard Delivery is 1-2 business days. 

For customers outside of the UK, Standard Delivery is 3-5 business days. 

Do I have to pay customs and income charges?

Orders shipped outside of the European Union (EU) are subject to custom taxes and duties. This cost is the receiver’s responsibility and is payable on delivery of goods. Most countries have a personal import allowance but each one is different; please check your country’s import costs and regulations carefully before placing your order.

REFUNDING AND EXCHANGES

What is your returns policy?

Should you wish to return an item, we are happy to offer an exchange or refund, providing you contact our customer care within  14 days of receipt and then ensure the product is returned to us within 28 days from when you received it.

All items must be returned in perfect condition in the original packaging with the order paperwork. We are unable to offer an exchange or refund on items that are damaged, used or not in their original packaging.

Before sending anything back to us, please read our full returns policy and instructions.

Where do I send my return to?

Please send your return to Smellthecatcus, Unit 1, 2-4 Exmoor Street, London, W106BD in the same package as you reiceved it and ensure it is tracked and signed for using a courier. Any issues or concern please email smell@smellthecactus.com

Please email the return tracking number to smell@smellthecactus.com so that we can monitor the return to our warehouse. We regret that we cannot offer refunds to customers for return costs, should the DHL or UPS courier not be followed.

Before sending anything back to us, please read our full returns policy and instructions.

When will I receive my refund?

We will refund the full value of your order, less the original shipping charge as well as additional bank charges charged by the local banks,within 5- 21 days of receiving the product(s) back in our warehouse.

FAULTY ITEMS AND REPAIRS

Do you offer a repair service?

We offer a complimentary repair service up to 3 months from the day you made your purchase, providing the fault occurred from an element of the production and assembly process, and not from ill-usage. Repair requests received more than 3 months after the date of purchase will be accepted at the discretion of Smellthecactus.com but will be chargeable.

Import charges for repaired items sent back to customers outside the EU may be applicable, although we will declare on all paperwork where possible the information required to clear the shipment tax free. Smellthecactus.com cannot be held liable for any customs charges incurred as a result, as these are not calculated by us and are out of our control.

For a repair consultation, please email images of your product and the affected part(s) to help@smellthecactus.com along with your order number/proof of purchase.

Our return, exchange and repair policies only apply to purchases made through our official website or in our official London store. For purchases made elsewhere, please contact the stockist directly. 

What can I do if my item arrives faulty?

As a luxury leather goods brand, we ensure that all our products go through strict quality control checks before being shipped from our factories to our warehouses. However, if you feel you have received a faulty item please email smell@smellthecactus.com with your order number, the details of the product purchased and detailed photos of the fault in question. We will then assess the damage or fault and advise on the next step to proceed.

OTHER GENERAL FAQS

How do I look after my product?

We go to great lengths to ensure our products arrive in perfect order, if the product is dirty, simply whipe it clean, and of course do not put the product in the washing machine.

To prolong the enjoyment of your Smell The Cactus product, we recommend that you don’t leave it exposed to natural sunlight, damp places, humid temperatures or water. When you’re not carrying your Smell The Cactus product, store it in the Dustbag provided.


Where are your products made?

All our products are handmade in China using only the finest quality materials.

How do I know my product is an authentic Smell The Cactus item?

Only order from us and avoid the temptation of ordering elsewhere then you know we will send you the best product.

I'm interested in becoming a wholesale customer, what's the process? 

We are a direct to consumer brand only.

    I have lost my dustbag, can I get a replacement?

    We do not sell replacement dustbags. Please look after the original dustbag that comes with your purchase.