Delivery Delays, Damages, and Missing Packages

At Smythson, we pride ourselves on the timely and careful delivery of your luxury leather goods and bespoke stationery. However, delivery delays, damages, and missing packages can rarely occur. This guide outlines the steps customers should take when faced with these issues, ensuring your experience matches our commitment to quality and service.

Recognising Delivery Issues

Should your order not arrive on time, appear damaged, or go missing, it's essential to take prompt action. Common indicators include undelivered parcels past the expected timescale, visibly damaged packaging, or parcels marked as delivered but not received. Retain all packaging for any damaged deliveries.

Reporting a Problem

1. Contact Smythson Customer Service within 48 hours of discovery via our Help Centre or by phone.
2. Provide your order number, delivery address, and a detailed description of the issue.
3. For damaged goods, include clear photographs of the item and packaging.
4. If your package is missing, confirm the delivery status with our courier and check with neighbours or your building’s reception.

Resolution Process

Upon reporting an issue, our team will promptly liaise with our couriers to investigate. If your package is found damaged or missing, we ensure swift replacement, repair, or a refund. Smythson is committed to upholding luxury service standards throughout this process and will update you consistently until a resolution is reached.

Ensuring a Seamless Experience

Your satisfaction is central to our heritage. By following these steps, you help us deliver the exceptional service synonymous with Smythson. For further support or bespoke queries, our Customer Service team is at your disposal—ensuring every Smythson order arrives safely, securely, and splendidly crafted.