FAQ

Order confirmation, modification and cancellation

After you place an order you will receive a confirmation email including your order number. If you have not received a confirmation email, you may have entered an incorrect email address when placing the order, or your order wasn't properly processed in our system.

If this issue occurs, please get in touch with us using the CONTACT US page and we will look into this matter, add the correct email address and resend the confirmation email.

We process your order as soon as we receive it and we are unable to make any modifications anymore at that stage. Please make sure you enter your correct details before placing an order. In case you missed to add certain items, you will be able to just place a new order.

In case you have changed your mind after placing an order and would like to cancel, you can do so up to five minutes from the time your order is completed.*

*Legitimate cancellations are subject to a £5 administration charge.


Discount codes and incomplete deliveries

If you have a valid discount code, please apply the code during checkout. We are unable to retroactively apply after you place your oder. Only one discount code per order can be applied.

If you think you have received an incomplete delivery, please note that multiple products ordered may not be shipped together from our distribution locations or delivered on the same day but do not worry, all your items have definitely been dispatched and will arrive very soon!


Shipping, tracking and delivery time

We currently ship our products to the following locations: UK, Europe and Switzerland. If you are unsure that we are shipping to your location, please contact us at hello@schmoo.shop and we'd be happy to help!

In very rare circumstances, we may not be able to ship a product to the above mentioned locations due to high shipping costs or customs regulations. In that case, we will get in touch with you directly and arrange a refund or product exchange immediately.

Our orders are shipped with tracking options. Please allow up to 7 days after receiving your shipping confirmation for your tracking number to be updated. If you haven't received your tracking information within 7 days after placing your oder, please contact us by email and we will resend the tracking information. Please note, in very rare circumstances we may not be able to offer tracking options on orders to some of the above mentioned locations.

The typical delivery time is between 1-3 weeks for all our products. Multiple products in one order may not be shipped together from our various distribution locations or be delivered on the same day. Please note, that shipping and/or customs delays may happen on your order and unfortunately, such circumstances are out of our control. We are not taking any responsibility for the post office and custom delays. However, we are here to assist you with your order at any time.

Currently we do not offer any expedited shipping options. We do apologise for any inconvenience this may cause. We plan to implement this feature in the future so please check back again soon.


Incorrect order details and lost and unknown shipping causes

Our ordering process is automated and all orders are processed and fulfilled immediately after you place the order to enable our customers a user-friendly and fast shopping experience. If the orders have been shipped to a wrong address due to incorrect order details, it will be the customer's responsibility and the order will have to be resubmitted. Please note, that schmoo.shop will not take any responsibility for package and/or additional fees that are associated with the delivery to an incorrect address.

If your package does not arrive within or after the estimated delivery time, please contact your local post office and provide them with your tracking number. There may be rare occurrences where customs may delay the transit time of some orders. Please note, that stolen, lost or undelivered packages are NOT our responsibility. However, do get in touch with us and we will help you to solve this matter!


Distribution, international shipment and taxes/duties

Currently we ship our orders to the following locations: UK, Europe and Switzerland (subject to change - please check back again soon). If you are unsure if we deliver to your location, please email us at hello@schmoo.shop, we are happy to help!

Each country obtains their own set of tax regulations. Find out more at your customs office about how your country handles import taxes and duties. Please note, that schmoo.shop is not responsible for any additional fees that your country may charge for importing goods. It is the sole responsibility of our customers to pay any additional customs fees.


Damaged and incorrect items and backorders

If you have received a damaged item, please contact our customer service at hello@schmoo.shop within 24h of receiving the delivery. We may ask you to send us an image of the damaged product as well as additional details. Once we can confirm the damages, we then replace the product, refund your payment or offer you a schmoo.shop credit.

Have you received an item which was not part of your order? This happens only on very rare occasions but if you do come across this issue, please contact us immediately via email including your order number and the incorrect item's name and number and we will resolve this issue straight away.

Sometimes, an item for sale at schmoo.shop has been received at our distribution hubs with delay or has been so popular that it must be restocked. You may order a backordered item at schmoo.shop to reserve your favourite colour and size but each item will not be shipped until it is back in stock. Any backorder shipping dates are subject to change in very rare occurrences. However, we will contact you immediately in case of any date changes.


Returns, refunds and exchanges

Our return policy lasts 10 days from the date you received your order. Unfortunately we can't offer you a refund after this time period.

To be eligible for a return, the product must be unused, in the original package and in the same condition that you received it. We also require a receipt of proof of purchase to complete your return. Returns are processed within 3-6 business days. CONTACT US before returning the product, in some cases we may offer you other solutions without the need of sending back the product. Please note, that schmoo.shop is not responsible for shipping costs on returns, this is the customer's sole responsibility.

There may be certain situations where only partial or no refunds are granted (if applicable). In example, the product is not in its original condition, is damaged or missing parts for reasons not due to our error or the product is returned (date of shipping back) more than 10 days after delivery.

As soon as your return is received, we will send you a notification email to confirm we received your returned product as well as to notify you of the approval of your refund. In case of approval, your refund will be processed and the credit will be applied to your credit card or original method of payment within a few days. Only regular priced items may be refunded, unfortunately any products on sale cannot be refunded.

We only replace products if they are defective or damaged. In case you need an exchange, please send us an email at hello@schmoo.shop and we will be happy to help!


Product images and descriptions

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate. Also please note, that the sizes in some of our products may vary due to manual measurements during the production stage.

All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.


Payment methods and currencies

The schmoo.shop online store accepts the following forms of payment: Visa, Master Card, American Express, Discover, Paypal and Google Pay. Please note, that you do not need a Paypal account when processing the payment through Paypal. If your credit/debit card is authorised, the payment will be taken immediately and you will receive an email to confirm the successful transaction. In case your card has not been authorised, the payment will not be taken and we will email you to notify, that your bank or card issuer did not authorise the payment. Please remember that even by unauthorised payments, it may still look like that schmoo.shop has taken the payment as some card issuers may still reserve the payment for a short period of time.

All the products on our online store are listed in the currency of your location. However, schmoo.shop is processing all orders in British Pound Sterling (£). While your shopping cart content may be displayed in US Dollars, you will checkout using British Pound Sterling at the most current exchange rate.


Security of your personal information

schmoo.shop adheres to the highest industry standards in order to protect your personal information with the best security solutions. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer) technology. This technology is widely used on the internet for processing payments safely.