Smugglers Crate is able to issue refunds for boxes where items are damaged or missing. We can only accept returns if all items are unopened and still in their original packaging. Merchandise that has been worn, used, or altered will not be accepted for return or exchange. We are not able to refund boxes that are not to individual preferences. If you wish to raise a refund request, please notify us in writing at firstname.lastname@example.org.
You must notify us within 7 days of receiving your box in order to be eligible for a refund. If your box has not arrived within the estimated delivery time, please let us know within 28 days of receiving your dispatch email in order to begin a refund or replacement process where applicable.
Photographs of the box may be requested. We review each request on an individual basis and may ask you to return the box to us after photos have been received. Please ensure you obtain proof of postage when returning the box to us as we are unable to issue refunds if we do not receive the goods.
The majority of our shipments come with tracking and/or delivery confirmation which we can provide to you. If your shipment is marked as delivered on the tracking link but you haven’t received it, then it is your responsibility to check if your parcel is with your neighbours or in a safe space outside your house. If not found, then please get in contact with your local post office as they will be able to assist you.
If a box is returned to us for reasons such as an invalid address being provided or the recipient not collecting the item from your post office, we will be able to send it to you again but will require payment for the postage.
It's your responsibility to cancel your subscription before it renews - this is why If after placing your order you realise you can no longer go ahead with your order or forgot to cancel your subscription and it renewed and want to cancel the transaction, we can honour this for you. However, please note that this will incur a charge of 22.5% of the total order value. This cost is based on:
1. The stock being purchased and allocated to you at the time you placed the order, potentially preventing a sale to other customers
2. The relocation of the products and manpower required to pick your order
3. The non-refundable payment fees of our payment processors Stripe, Paypal and Shopify
4. The admin required to reallocate your order items and make amendments to our system