Returns Policy


Our policy lasts 30 days. If 30 days have gone by since your you received your item, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with tags attached.

Non-returnable items:

Final sale items

Gift vouchers

Pierced jewellery

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery.


Full refunds will only be granted in the event that an item is faulty when sent out or damaged en route to the customer, and is not able to be replaced.

Once your return is received by us and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to a nominated bank account within 7-14 business days.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Please also make sure that the bank account information supplied is correct. Smoove will take no responsibility in the event that incorrect bank account information is supplied.

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

Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


We only replace items if they are the wrong size, defective or damaged.  If you need to exchange it for the same item, send us an email at and send your item to: 161 Ponsonby Rd Ponsonby Auckland New Zealand 1025.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.


To return your product, you should mail your product to: 161 Ponsonby Rd Ponsonby Auckland New Zealand 1011.

In the event of an exchange, you will be responsible for paying for your own shipping costs for returning your item, as well as costs of sending out the replacement. Shipping costs are non-refundable.

If however, you are receiving a full refund due to faulty goods, the cost of return standard shipping will be  reimbursed as part of the refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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