Help Center

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.au

Domestic deliveries 

All 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.

Service	Delivery Speed	Coverage
	Next business day delivery	Covers 80% of Australian business addresses, private addresses and Post Office Boxes. Service operates between all capital cities (except Darwin and in Perth CBD only) and some major centres.
	Delivery in 2 or more business days after posting	Covers all of Australia. Sending to same state: Metro - up to 2 business days Country - up to 5 business days Sending interstate: Metro - up to 3-6 business days, depending on lodgement and destination points Country - please click this link to see Australia post's delivery speed options.

Sendle, a 100% carbon neutral courier posts internationally and Australia wide. They are very competitively priced and their partners are Couriers Please and Fastway Couriers. They unfortunately do not post Parcel Lockers, PO BOX or ship express. Please see the table below for their domestic shipping estimates.

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 Chinese warehouse will use ePacket which is free or International Express at a set price of $10. Please see a breakdown of our Chinese warehouse delivery time estimate:

ePacket 15 - 25 days:

ePacket can deliver to the U.S, Canada, Australia,Finland, Ireland, Norway, Sweden, Belgium, Denmark, Netherlands, Greece, New Zealand.

Netherlands Post and Singapore Post support worldwide delivery.

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.

AU Express:

Au Express will take 7-9 days delivery time, Australia only.

Our new designer brand range which is coming soon to Smith n Jones is located in our Italian Warehouse. 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 closer to launch date we will update our policy with the relevant shipping estimates. 

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

We have warehouses in Australia, China, USA, Japan and Italy. We carry limited stock in our Melbourne warehouse. If your item is not available 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

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!

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 13-20 business days unless your item is located in our Australian warehouse, which will shorten that wait time to up to 10 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 50 business days.

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

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.

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.

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 customercare@smithnjones.com.au

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.

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

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 customercare@smithnjones.com.au with your order number so we can work together to resolve the issue.

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 customercare@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).

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 customercare@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 customercare@smithnjones.com.au.

If you would like to exchange an item please contact the team at customercare@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.

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.

The team at Smith n Jones strives to provide the best customer service. We have several channels of communication available.

Our best is via email customercare@smithnjones.com.au this communication line is all about soling customer issues.

Our Facebook messenger is perfect for quick customer enquiries.

Instagram direct message is also good for a quick enquiry.

For business to business communication please email hello@smithnjones.com.au