Shipping & Returns Policy
Shipping Policy
Shipping from our German fulfilment partner, we offer a Standard Delivery service to most countries in Europe. Dependent upon location, delivery may take between 2-5 business days from when the order is processed.
During the busy months of November-December, please allow an extra 3-5 days as couriers may unfortunately take longer during this period.
If you place the order after 12pm, it will be processed on the next business day.
Standard delivery costs vary depending on your location following the zones listed below. If you spend 60€ or more, shipping is free!
Unfortunately, we are unable to offer free shipping to Malta. The shipping charge is based on the weight of the order placed and will be calculated at checkout.
Christmas Cut Off Dates
Please place your order by the relevant date below, for the best chance to receive your delivery in time for Christmas:
Standard Shipping -
14th December - for EU destinations. (order to be placed before 1pm).
12th December - for all other shipping destinations outside of the EU. (order to be placed before 1pm).
| Zone 1 | Belgium, Germany, Luxemburg, Netherlands | 4.99€ |
| Zone 2 | Austria, Czech Republic, Denmark, France, Poland | 7.99€ |
| Zone 3 | Hungary, Liechtenstein, Monaco, Sweden, Switzerland | 9.99€ |
| Zone 4 | Estonia, Finland, Ireland, Italy, Latvia, Lithuania, Norway, Portugal, Slovakia, Slovenia, Spain | 11.99€ |
| Zone 5 | Bosnia & Herzegovina, Bulgaria, Croatia, Greece, Romania, Serbia | 19.99€ |
Cancellations
Unfortunately, because of the high volume of orders we receive, it is currently impossible for us to cancel an order after it is placed. If you wish cancel/amend an order please contact us via live chat as soon as possible.
Returns
Sometimes things don't work out - that's ok. If you wish to return your products for any reason just let us know - just start a chat with our team and follow the prompts. Alternatively, please contact us at hello@curlsmith.com with your Order Number. It is the customers' responsibility to cover the cost of return. We recommend that customers use tracked postage and keep proof of postage when sending the order/item back.
If for any reason you are not satisfied with your purchase, you may return the order for a full refund within 30 days of receipt of the products*
If an item is damaged during transit, please send us an email at hello@curlsmith.com along with photos of the items and packaging, and we will arrange a replacement or refund.
If you are returning items over 100€, you should consider using a trackable shipping service or purchasing shipping insurance at your expense.
* Exclusions: Please note that items bought with Black Friday/Cyber Week offers are non-refundable. We are unable to process returns for orders that are not directly purchased from this website.
Exchanges
We can only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@curlsmith.com and we will arrange it.
Missing Products
Most orders are delivered within 5 working days. If your order is taking longer and you believe your items may have been lost in transit, please notify us within 20 days of your order date. If our tracking system indicates they have not been delivered, or have been lost in transit you will be eligible to apply for a refund or replacement.
If our tracking system indicates your items have been delivered safely we unfortunately cannot offer refunds or exchanges.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@curlsmith.com.