Returning items from the US
Whether you've changed your mind or have a ball left over, you can return unwanted items within 120 days of receipt if you are in the US.
To arrange a returns label please contact our Smiles Team here
Please supply your order number, the name and quantity of the items you would like to return and the reason for your return from the following list:
not needed (its not suitable for your project, you ordered too much, you don't like the colour etc.)
ordered the wrong item (you ordered the wrong weight, shade, size or brand in error)
not the dyelot needed (you were trying to match an existing dyelot)
other (please state)
damaged (the item was broken on arrival)
defective (the quality was unsatisfactory)
received the wrong item
We will also need to know your your full name and main address in case the parcel needs to be returned to you.
Our Smiles Team will email you a pre paid returns label to attach to your parcel and details of your nearest drop of point. You can follow its journey using the tracking number and updates supplied.
Items must be in their original packaging and condition, if the item is part of a kit or set the whole kit or set must be returned. If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for $20.00') you will be refunded the full price of that item less the discount given in the offer. We can only refund items returned to us unused and in a sellable condition.
Parcels can take up to 10 days to arrive. We will issue your refund within 48 hours of receiving your parcel. We can't accept responsibility for parcels that get lost on the way to us using any other postal service.