Can I return Smurf branded items that were bought in partner retail stores or e-commerce sites?
Unfortunately, no. Smurfstore branded items bought in partner retail stores or partner e-commerce sites and not purchased on Smurfstore are not eligible for return/exchange through our website. Please work with the partner retail store or e-commerce site to see what their return or exchange policy is. Sorry for any inconvenience.
The customer support team for Smurfstore can only offer support for products sold through our website.
How can I contact the Smurf Store?
Hours: Monday through Friday, 9 am to 5 pm EST
We typically respond to emails within 1 business day of receipt.
What is your return policy?
We want you to love your purchase. If you’re not 100% satisfied, we accept returns or exchanges within 30 days from the date you received your order. Shipping fees are not refundable.
Note that items must be returned unused, in the original condition and packaging. Customer pays return shipping.
How do I return or exchange an item?
We accept returns or exchanges within 30 days from the date you received your order.
Who pays for shipping on items for returns?
You will be responsible for paying the shipping costs for returning your item. Original shipping costs are non-refundable.
Who pays for shipping on items for exchange?
You will be responsible for paying the shipping costs for returning your item. We will send the new item out to you at no extra cost.
What if I’ve received the item as a gift and I want to return or exchange?
Please contact customer service at email@example.com returns/exchanges of gifts. Customer service will respond via email within 1 – 3 business days with instructions.
What if an item is damaged, defective, or incorrect?
If you receive an item which is damaged, defective, or incorrect, please send a photo of the item and the defect or damaged area to firstname.lastname@example.org. Please include your name, email and order # in your correspondence. We will review the photo and respond with further instructions. In confirmed cases of an item being damaged, defective, or incorrect, the customer will not be responsible for return shipping.
Do you accept cancellations of an item/orders prior to shipping?
Once orders are received, they are immediately sent to our partners for production and distribution centers for processing and shipping. In rare cases, we may be able to cancel your order before it ships. Please contact customer service at email@example.com your name, order number and reason for the cancellation.
Customer service will respond via email within 1 – 3 business days to advise whether your cancellation has been accepted.
CANCELLATION OF PREORDERS
Unfortunately, it is very difficult to cancel preorders This is because upon pre-ordering, we create a special reservation for you with one of our suppliers or manufacturing partners. Once the reservation has been made, it cannot be cancelled by us.
If you insist upon cancelling your preorder, you will be charged a 20% cancellation fee.
How long until I receive my refund?
Please allow 7 - 10 business days for your return to be processed by our warehouse. The amount of time for the refund to reflect back on your account will depend on your financial institution. Please contact your bank, credit card company or other financial service provider for questions about timing of returned funds.