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Returns & Refund Policy

We really want you to be pleased with your purchase from Smiffy's but if for any reason you are not satisfied we will do our best to help you.   Below we've outlined possible questions you may have regarding our returns policy. We hope you find all the information you need but should you have any questions please get in touch!

Is it possible to return my order?

If unfortunately you find your order is damaged or faulty it can be returned to us within 7 days from the delivery date. Please note: Refunds will be for the cost of the goods only and do NOT include any postage and handling charges. Any returns we receive with missing items, without its original packaging in new condition or with items in unsellable/not new condition will not be credited

How do I organise a return?

Please contact us by phone or email within 14 days of the delivery date to organise the return of your item(s).

 When sending an email please provide the following information:

  • Your e-mail address
  • Your telephone number
  • Your order number
  • A brief description of the problem

Alternatively you can contact us by phone on   02 9905 6400 to arrange a return. Please make sure you have the above details ready when you call.

All return requests will receive an email confirmation. Please make sure you add our address to your contact list to enable our email to be delivered to your inbox.

Unwanted or Unsuitable Products

All returned items must be in their original unspoilt packaging and in a saleable condition.
You will be reponsible for the cost of returning it to us and we will refund the purchase price of the product as soon as we receive it back.
If the product is not received by us in its original condition we will be unable to refund for it and you will have to pay for its return to you.
Please be extra careful when returning fragile items as we can only refund for them if they are in a unbroken and in saleable condition.

If the product is damaged in transit from you to us then we will inform you and will hold onto the product for you to claim against the courier company or postal service, or if you wish to pay for its return we will post it back to you.

Damaged Products

If you wish to return an item that is faulty, then please contact us using the email address or telephone number at the top of our webpages, and include as much information as possible.
We will reply to you to get any extra information that we may need, which may include photos of the product and the packaging.

The returns address is Smiffys.com.au, PO Box 405, Brookvale, NSW 2100 

Please include a covering note with your name and address along with the order number. When it gets back to us it will be refunded immediately.

Please do not return anything until we say, as this may prevent us from being able to deal with your request.

We will refund the cost of you returning it to us as long as you have notified us beforehand and have used the cheapest possible service to send it back to us.

How long does it take to process a return?

We aim to process your return request within a week of receiving the product. Please make sure faulty or damaged goods are returned in their original packaging so as not to delay the return process.  Please bear in mind that during busy periods such as Halloween and Christmas the process may take longer than normal.

Which products are non-returnable?

The following products are non-returnable:

  • Underwear
  • Socks and stockings
  • Eye lashes
  • Wigs, beards, facial hair or any type of artificial hair
  • Prosthetics, fangs or any other fake teeth
  • Cosmetics
  • Items and packaging in not new condition

...but we're here to help!

If you are having difficulties with your product please contact us. We'll get back to you as soon as possible!

Call us on    02 9905 6400 (9am to 4pm) 

Address :  Smiffy’s Australia

                   Locked Bag 5106 
                    Frenchs Forest
                    NSW 2086

 Email:  australia@smiffys.com

 


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