Smith n Jones

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Welcome to our help centre

How can we help you?

FAQ

HOW TO RETURN YOUR PRODUCT

HOW TO RETURN YOUR PRODUCT

ITEM RETURN

Returning ConditionsThat the item is within 30 days of purchase. For items of clothing - the product is unworn, unwashed and in original conditionItem/s must have all tags still attached. For all other items - the product must be unused, in original condition in original packaging. Return slip must be completed and included with your return.No returns on sale items, for change of mind. Returned products are first assessed, you will then be notified when/if your return has been accepted. In most situations, you will be issued a credit note notification into your loyalty account via email. This credit note lasts up to 12 months from the issue date. If your return does not satisfy all the conditions for return it will not be accepted and will be returned to you. To start the process email returns@smithnjones.com.au with pictures of the damage and ORDER number and we will send you a replacement unit right away. Overseas purchases will be charged postage as charged initially. We cannot take responsibility for change of mind/selection of wrong sizes.
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ENQUIRY & TROUBLESHOOTING

ENQUIRY & TROUBLESHOOTING

Our Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item. To assist our team resolve your issue as quickly as possible, please include photos and/or video of the issue when you contact us through returns@smithnjones.com.au
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TECHNICAL ASSESSMENT

TECHNICAL ASSESSMENT

Your item will be assessed by our technicians or sent to the manufacturer. While we endeavour to complete all assessments as quickly as possible, we request that you allow up to 10 business days once we have received the item.Please note: Some highly technical products such as DSLR cameras and drones may take up to 20 business days to assess and repair, however you will of course be notified if we expect the total repair time to exceed 10 business days. Please email returns@smithnjones.com.au with pictures of the damage and ORDER number and we will send you a replacement unit right away.
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REPAIR OR REPLACEMENT

REPAIR OR REPLACEMENT

We will repair your product where possible and may need to order parts that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement. For more information please refer to the returns Policy


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RETURN DELIVERY

RETURN DELIVERY

We will deliver any repaired items back to you or arrange a replacement if necessary. If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of Smith & Jones Please email returns@smithnjones.com.au with pictures of the damage and ORDER number and we will send you a replacement unit right away.Please Note: While the return process may take up to 10 business days, excluding transit times, or 20 business for DSLR cameras and DJI drones, we endeavor to complete returns as quickly as possible, and many are resolved within the week. Return delivery times are estimates only and may vary based on location. 
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I JUST BOUGHT AN ITEM BUT SAW IT CHEAPER ELSEWHERE, CAN I GET A REFUND?

CHANGE OF MIND

Smith n Jones does not refund for change of mind as per Australian Consumer Law.

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SHIPPING & DELIVERY

SHIPPING POLICY

The team at Smith n Jones aims to get your purchases to you as soon as possible at the most reasonable price. So, we have teamed up with the best in domestic and international shipping, Australia Post, Sendle, DHL, USPS, ePacket and Canada post. Processing Times Once you have placed an order with Smith n Jones you will receive a confirmation via email that we have received your order and will begin processing within business hours. Processing usually takes 2-3 business days, however if you order over the weekend or during a public holiday this may affect processing time. Please take this into consideration prior to making your order or contact us via customercare@smithnjones.com.auDomestic deliveries/Shop LocalAll products that are stored in our Melbourne warehouse will use Australia Post and Sendle. Depending on your shipping preference (parcel post or express), and your location this will affect your delivery time.Estimated delivery time frames are as follow:
  • VIC customers, in 3 - 5 working days
  • NSW, SA, ACT customers, in 4 - 8 working days
  • QLD, NT, WA, and TAS customers, in 7 - 10 working days.
NOTEDelivery time only starts after buyers’ payments have been cleared and the item has been dispatched from our warehouse (usually 1-2 working days after the receipt of cleared payment).We are unable to guarantee delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee neither.Due to the ongoing COVID restrictions being placed in different states and natural disasters from time to time, delivery time frames can be affected and your patience in these cases would be appreciated.When will the item be dispatched?Most items will be dispatched the very next day after full payment is received.Can I come to your warehouse to pay and pick up the item?Pick up option is not available in order to maintain our distribution centers’ dispatch efficiency. And payment option is via PayPal only. Shipping Estimates As Smith n Jones has several warehouses strategically located around the world holding different items, this may change which carriers you can select from, the delivery time and the postage price. Products located in our offshore warehouse will use our own private international line by Air which is free or International Express at a set price of $10. Please see a breakdown of our offshore warehouse delivery time estimate worldwide: AU Express: Aus Post Express will take 7-9 days delivery time, Australia only.UK Express 6-10 days: All packages ship to the UK will use UK Express by default, Not ePacket.US Express 5-8 days:US Express can only deliver to the U.S(Military base not included). CA Express: CA Express will take 7-9 days delivery time, Canada only. Duty & Tax Insurance Each country has different rules concerning import duties and taxes. Often, there may not be a charge, but there is also the chance that upon arrival the customer will be charged duties/taxes; in which case the customer is responsible for the extra charges.If you have any issue with your delivery please contact us via email customercare@smithnjones.com.au.- Smith n Jones
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WHERE DO YOU SHIP FROM?

We have warehouses and suppliers all over the world in Australia, China, USA, Japan and Italy. We carry a huge range of stock in our Melbourne warehouse.  All other items are also shipped by International AUS Post: 6-12 days


Our new High-end Italian Brands ar sent via our partnership with Italian Wholesalers. Here you will find names such as Prada, Fendi and Dolche and Gabana just to name a few. Our Italian warehouse is partnered with DHL and we have updated our policy with the relevant shipping estimates. 


Duty & Tax Insurance
All taxes are paid for in advance. There should be no duty or tax insurance on your international product. 


To keep things simple Smith and Jones has marked all things stored in Melbourne with a shop local logo look out for this logo if your intention is to shop local.


How long does it take to ship to our customers?

Estimated delivery time frames are as follow:

  • For VIC customers, in approximately 3 - 5 working days;
  • For NSW, SA, ACT customers, in approximately 4 - 8 working days;
  • For QLD, NT, WA, and TAS customers, in approximately 7 - 10 working days.

NOTE:


  • Delivery time only starts after buyers’ payments have been cleared and the item has been dispatched from our warehouse (usually 1-2 working days after the receipt of cleared payment).
  • We are unable to guarantee delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee neither.
  • Due to the ongoing COVID restrictions being placed in different states and natural disasters from time to time, delivery time frames can be affected and your patience in these cases would be appreciated.

When will the item be dispatched?

Most items will be dispatched the very next day after full payment is received.


Can I come to your warehouse to pay and pick up the item?

Pick up option is not available in order to maintain our distribution centers’ dispatch efficiency. And payment option is via PayPal only.


If your item is NOT marked Shop Local we will ship directly from our either of our other warehouses to avoid double logistics charges to you.

Please take this into consideration prior to making your order or contact us via customercare@smithnjones.com.au

Please check out our Shipping Policy for international orders

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HOW DO I TRACK MY ORDER?

Once your order is shipped you will receive an email confirmation of your shipping details which will include a tracking number, you may also track your package right from here!

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HOW LONG WILL MY ORDER TAKE TO DELIVER?

Processing times can take up to 2-3 business day. Please take into consideration weekends and public holidays. Our estimated shipping time to Australia is 5-8 business days unless your item is located in our Australian warehouse, which will shorten that wait time to 2-3 days depending on where you are located. 


Delivery times do vary according to destination country. 


Please be aware that for some countries delivery time may be longer than our standard indicated delivery time frame and can extend to 30 business days.

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WHAT ARE MY SHIPPING CHARGES?

Shipping is calculated on where you are and how big the item you are purchasing.


At check this will be calculated for you.
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I FORGOT TO UPDATE MY SHIPPING ADDRESS BEFORE I PLACED MY ORDER

Once you have placed your order with Smith n Jones we do our best to get it to you as soon as possible, therefore we cannot guarantee we will be able to change your delivery address. Please contact us at customercare@smithnjones.com.au as soon as possible if you would like to amend your delivery address, and we will do our best to accommodate.


If we have already sent out your item to the address entered at checkout, the next course of action would be to contact the delivery company as the customer and request they redirect your item of update the accurate delivery address.


If you realise too late that your item is already returning to sender, in this case you will need to pay for the reshipping out of the item due to customer error.

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CAN I HAVE MY ORDER DELIVERED TO MY WORK ADDRESS?

Yes. Smith and Jones can delivery to your work place. 

Please ensure that someone is will be there to take receipt of the goods as the courier will deliver to the place not the person. Its also a good idea to add your company name to the shipping address too as it'll help the driver find your workplace easier.

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WHAT DO I DO IF AN ITEM IS MISSING FROM MY ORDER?

If you have placed multiple orders with Smith n Jones, it is highly likely that they were sent in separate parcels. Please check you emails to see if you were sent two multiple tracking numbers.If you're still not sure or just want to double check, please sent an email with your order number to returns@smithnjones.com.au
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WHAT HAPPENS IF DELIVERY DOES NOT COME?

Don't freak out. We'll work it out.

As some items come from one of our international warehouses they can take some time getting to you. Please check your tracking numbers first before emailing customercare@smithnjones.com.au with your order number.

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WHAT HAPPENS WITH NON-DELIVERY OR LOST PARCELS?

If you still have not received your parcel and your tracking number shows as delivered, still don't panic.

If the item is small enough some couriers do put your item in the letter box or they will place a card in its place saying where you can pick up your item from. Couriers will also try to leave your item in the most secure place possible. Check around your property its usually hiding somewhere or check with your neighbours as good samaritans still exists. 

If you still cannot find your item, please email customercare@smithnjones.com.au

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WHAT DO I DO IF I’VE RECEIVED AN INCORRECT, DAMAGED OR FAULTY ITEM IN MY ORDER?

Double check your order confirmation against your package contents. We will do our best to ensure that your receive exactly what you asked for.Smith n Jones tests its products twice to ensure the best quality. If you have an issue with any of our items please contact returns@smithnjones.com.au with your order number so we can work together to resolve the issue.
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WHEN WILL SOMEONE RESPOND TO MY SHIPPING UPDATE REQUEST?

We get inundated with shipping updates request. We simply cannot update people with the same information that their tracking number can update them on.If you have received a tracking number and your item is still within the estimated time and you have sent an email regarding updates on shipping, we will simply not respond to these enquiries as the tracking number system was created to give you updates whenever you need to know where you item is.If your item falls 4 business days outside this estimate we will then respond and enquire about your package for you. 
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HOW DO I REDEEM MY STORE CREDITS?

HOW DO I REDEEM MY STORE CREDITS?

  • To redeem your store credits, please follow these steps:
  • Sign in to your account. Shop around and add any product to your cart
  • If your cart value is between $1 AUD-$51 AUD. Congratulations you are eligible to use 50% of cart value as credit.
  • If your cart value is between $52 AUD-$99 AUD. Congratulations you are eligible to use 75% of cart value as credit.
  • If your cart value is $100 AUD (or more). Congratulations you are eligible to use 100% of cart value as credit.
  • If you have store credits, you will be presented with a box at the checkout where you can select 'add credit'. 
  • Once applied, we'll deduct your store credit from the Total Amount.

Please note that store credits do not expire

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RETURNS POLICY

WHAT IS SMITH N JONES' RETURNS POLICY?

Our returns policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we can’t offer you a refund, exchange or store credit. We do not refund or offer store credit due to wrong choice, change of mind, the customer does not have proof of purchase, if the customer has damaged the goods or if the customer is aware of the fault before hand (eg factory seconds). Please contact our returns team via email returns@smithnjones.com.au if you believe you are eligible for a return, exchange or refund.To be eligible for a return or exchange you must:1. Have proof of purchase from Smith & Jones.2. Your item must be unused and in the same condition that you received it. It must also be in the original packaging.3. The product must be return (at the customer expense) to the Head Office in Melbourne successfully for investigation (postage tracking is advised).
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RETURNS SHIPPING

If you are wanting to exchange your item, the customer is responsible for paying for postage costs for returning the product. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If the item is received faulty please email returns@smithnjones.com.au to negotiate return shipping.Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.If you would like to check on the process of your investigation please contact the returns team on via email returns@smithnjones.com.au
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EXCHANGE & REFUNDS

DOES SMITH N JONES DO EXCHANGES?

If you would like to exchange an item please contact the team at returns@smithnjones.com.au with your order number. Exchanges can only be processed once the returned items have been inspected and returned. Your new item will then be sent to you at your expense.All exchange shipping is to be paid for by the customer.
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I PURCHASED AN ITEM AT FULL PRICE AND NOW IT HAS GONE ON SALE, CAN I STILL GET A REFUND OR EXCHANGE?

No, Smith n Jones does not refund for change of mind.

You can get a refund on your full price item ONLY if it is faulty. 

You may exchange a full price item for a sale item of the same value. Shipping the return item to Smith n Jones and shipping your new item to you is to be charged to the customer.

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MY ORDER WAS REFUNDED FOR BEING “HIGH RISK”

HOW TO VERIFY YOUR ID WITH REAL ID

ID VERIFICATION 

An example of the checkout ID verification flow

All you have to do is open the ID verification link with your phone, scan your document and you're done!

Read on for learning the steps in detail.

Receive a unique link to start ID verification on your phone by email or sms

Step 1. Open your ID verification link

The merchant for your order will send you a unique link that contains your ID verification portal.

Opening the link establishes a secure connection between your device and Real ID to begin verification.

Submit your ID document for verification

Step 2. Submit your ID

In the Real ID portal you'll be prompted to provide your ID document.

Not sure if your ID document will be accepted by Real ID? We cover over 200 countries and hundreds of types of identification documents.

For a full list, check out our support ID documents page.

Then your ID is verified and your order will be processed

All done!

Thats it! Real ID will verify your ID instantly and the merchant will be informed when your order is being processed.

Frequently Asked Questions

Why am I being asked to verify my ID?

Smith & Jones; you made a purchase from, has a required ID on your order for one of the following reasons:

  • To verify you're of age to complete the purchase
  • For compliance reasons, because the order contains a product that is restricted
  • Your order is deemed high risk to the merchant and needs ID verification before they can fulfill

Real ID is the ID verification service Smith & Jones utilizes to verify their customer's identities. For further assistance, please contact our customer support for additional help.

Is this secure?

Real ID takes your privacy protection seriously. That's why we've encrypted the entire flow from end to end. It starts with securing the connection between your device and Real ID and then encrypts and locks the submission in our private cloud.

This keeps your ID secure even when on a public network like a coffee house WiFi. Only you and the merchant will have access to your ID photos submission.

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MY ORDER WAS REFUNDED DUE TO BEING "HIGH-RISK." WHAT DOES THAT MEAN?

WHAT DOES THAT MEAN?

This means that our Loss Prevention department has received information that has flagged your recent ticket purchase as a high risk to keep active in our system. 


We reserve the right to cancel any order that we deem to be possible of a fraudulent nature or high risk. We perform various checks to determine the probability of fraud, including, but not be limited to, a request to be provided with an original credit or debit card statement, attempts to telephone, reference to records to check for other fraudulent activity at an IP address, etc.


As a security measure, your ticket order has been refunded back in full, and the order has been canceled. You should see the credit appear on your statement within 1-3 business days


.If you'd like to place a successful order, you will need to do so using a different credit card than the one you just used, and with a different email login, as this email address has been flagged and can no longer be used.


Please email us if you have any questions by replying to the cancelation email sent. Customer Support is given LIMITED information about reversals. Loss Prevention is not reachable by phone, only by email.

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CONTACT DETAILS

CONTACT DETAILS

The team at Smith n Jones strives to provide the best customer service. We have several channels of communication available. For returns email returns@smithnjones.com.au For customer care email customercare@smithnjones.com.au For business to business communication please email hello@smithnjones.com.au
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