Returns Form
Returning your item
Please refer to the quick link Delivery and Returns at the bottom of the website landing page for returning your item in line with our refund policy.
(If you do not have a printer, you can write the respective details below on paper instead)
Date:
SM Retail Online Ltd
Please provide the following
Your Name
Order Number
Your Email
........................................................................................................................................................................................
Item 1 --------------------------------------------------------------------------------------------
Item 2 --------------------------------------------------------------------------------------------
Reason -------------------------------------------------------------------------------------------
Returns Address Label detail
Return to the following address: -
Send To.
SM Retail Online Ltd
Lambda Court, Haynall Lane, Little Hereford, Ludlow, Herefordshire, SY8 4BG
Returns FAQs
Why do you not offer Free returns?
No, this would require us to increase our advertised sales prices to cover the additional cost of return shipments that would need to be absorbed commercially by raising our prices to all customers. We consider ourselves competitive on price and will happily price match our competitors wherever possible.
Do I have to use a certain courier to return?
No. We have no issues accepting deliveries from any of the recognised couriers. For our address they are all very reliable as we are very accessible.
Do you have any recommendations?
It is completely your choice, but you may benefit from knowing the below dynamics.
The cheapest way to return tall boots/large bulky items would be via Evri in the 2-5kg category as they do not take into account dimensions, only weight. For items under a 1kg Evri also provide a parcel service. Many of Evri parcel shops now accommodate a touchscreen which can process your card payment via chip & pin, and print your label out – you can find your nearest parcel shop here https://international.evri.com/content/locate-a-shop
The same boots would cost 2/3x as much to return via royal mail purely due to the fact their charging structure accounts for dimensions. However, we appreciate Royal Mail can be more convenient to some customers who are used to their services at Post Offices etc, and generally considered more reliable.
DPD Local are also a good value and reliable courier for products whose any one dimension does not exceed 60cm. If any of the dimensions do exceed 60 cm, then these will not be accepted at the parcel shop and you will be required to select their collection/delivery service which can be fairly expensive.
How long till I get my refund?
Once an item is received, all items must be unpacked and inspected and approved for resale by our Returns department. This can take 1-2 working days from receipt and refund processing up to 14 days while during particularly busy periods post Xmas it can take longer. Refunds are raised via the payment processor you selected and paid with, which are currently (Stripe, Shopify Payments or Paypal). This is essentially a button we click next to your order, and it instructs them to pay you back. How long it takes the payment gateway and your card processor agree processing is not something we can intervene with but usually takes 1-3 working days but can take longer typically 8-10 working days but it is a secure method. Unfortunately, it is not as simple as us directly transferring money into your account via bank transfer. All consumer transactions & refunds are handled via the website payment processor option you selected when paying for your goods. For an update on your refund, feel free to email us on sales@saddlemasters.co.uk