What To Do If Your Item Arrives Damaged or Defective

At Smythson, we take immense pride in our heritage of quality and craftsmanship. Should your order arrive damaged or defective, we are committed to addressing the issue with the utmost care. This guide outlines our refined process for resolving such incidents, ensuring that your luxury shopping experience remains seamless and satisfactory.

Identifying Damage or Defects

Upon receipt of your order, carefully inspect each item. Note any physical damage, manufacturing faults, or packaging issues immediately. Photographic evidence is highly encouraged to support your claim and expedite our response. Attention to detail ensures a swift and accurate resolution by the Smythson Customer Service team.

Contacting Customer Service

1. Gather details: order number, item description, and clear photographs of the damage or defect.
2. Contact Smythson Customer Service via our help centre, phone, or email as soon as possible.
3. Provide all relevant information and await further instructions on next steps.

Return, Replacement, or Refund Options

• Replacement: Smythson may dispatch a pristine replacement item swiftly.
• Return: Receive a complimentary return label to send back the damaged item safely.
• Refund: Processed to your original payment method; personalisation and shipping fees may also be reimbursed as a gesture of goodwill.

Processing Times and Final Steps

Refunds are typically completed within several business days, depending on your payment provider. Our dedicated team will keep you informed throughout the process, ensuring prompt communication. For bespoke and personalised pieces, we meticulously review each case to preserve Smythson’s highest standards of service and luxury.

Ensuring Your Satisfaction

We strive to deliver perfection with every Smythson creation. If you receive a damaged or defective item, rest assured that our customer service approach marries efficiency with exemplary care. Your satisfaction is our highest priority, so please contact us immediately to experience our renowned service ethos.