Before placing an order
Just an upfront reminder – we cannot accept returns of Smugs. All our products are handmade with love in the UK. We hope to get this right first time, every time. Please make sure you have read the relevant product description, dimensions and care instructions before placing an order with us.
We cannot accept returns of Smugs where the hygiene seal on the packaging has been broken. We also don’t like creating more carbon footprint which has become the norm with disposable fashion and limitless buy, return, exchange online retail. That’s just not Smug. However, if we have got something wrong we will do our best to remedy the issue.
If you’re unhappy with your order upon receipt you must tell us immediately using the contact form on the website and no later than 14 days from when your order was shipped. Where the product is faulty, or workmanship is to blame we will arrange for a replacement item or refund.
All our products are hand cut and stitched to a template size. It is your responsibility to check the dimensions of the product before you order – these are displayed at the bottom of each product page. As with all handmade products there may be some minor variation in size and shape, but we endeavour to deliver a quality product as close to the design and any preview shown.
We wait 1 hour before executing your order. After this time, your order is sent to print, make or pick – usually we cannot make changes after this time. Please reply to the order confirmation email you receive if you wish to discuss your order.
We want you to #feelSmug. If you ever have a concern with your order contact us using the form on our website, email firstname.lastname@example.org or message us on social and we will do our best to put a smile on your face.