How do I return a product?

It is our goal to have you buy with confidence from us. If you make a purchase not listed below and you are not completely happy with it, we will happily refund you, providing you process your return request HERE, by contacting us at trademe@smartlivingbox.com within 7 days from the date of receiving your order.

All purchases EXCEPT Hair Extensions, Make Up (eye shadow, lipstick, powders etc), Swimwear & Underwear (any item which was created/designed/manufactured to come into NAKED contact with or cover your "Private Bits" including bras, panties, boxers, briefs, lingerie, tights, stockings/pantyhose, teddy/bodysuits), may be returned in 7 days from the date of delivery for a refund.

Due to hygienic reasons we will not be able to refund you for these purchases.

ALL PURCHASES MENTIONED ABOVE ARE FINAL. Once the product is UNUSED, ALL PIECES/CONTENTS ACCOUNTED FOR AND STILL HAS ITS ORIGINAL PACKAGING WITH TAGS AND STICKERS. IF A PRODUCT IS USED, ALL PIECES/CONTENTS ARE NOT INCLUDED OR THE ITEM IS NOT IN THE ORIGINAL PACKAGING, WE WILL NOT ISSUE A REFUND. WE DO NOT COVER SHIPPING COSTS.

How do I return a product?

You can cancel your order before your package is shipped by contacting support@smartlivingbox.com during our working hours. Our Working Hours are from Monday to Friday 9:30am-6pm. Once your package has shipped i.e marked as "FULFILLED", it's no longer possible to cancel the order. WE CANNOT CANCEL OR REFUND AN ORDER "IN-TRANSIT".

You can cancel your order before your package is shipped by contacting support@smartlivingbox.com during our working hours. Our Working Hours are from Monday to Friday 9:30am-6pm. Once your package has shipped i.e marked as "FULFILLED", it's no longer possible to cancel the order.

I cancelled my order. How will I receive my refund?

Depending on your payment type, your refund will be automatically applied back to your account. Please allow 5-10 business days for the refund to appear in your account. In some cases, especially with credit cards, your original charge may disappear entirely from your statement and you won't see a refund in your account.

What are the days of Operation?

Monday - Friday 9:30am-6pm

Please understand that we have HUNDREDS of questions & queries each day and we won't always get to yours until a later time or even a day or two after depending on the volume.

How long does the Shipping take?

Orders are typically processed and packed within 1-2 days, they are then shipped after. Shipping times vary based on the destination (average of 5-10 days). In rare cases shipping can take an extra 2-3 days.

How can I track my order?

To view estimated shipping times for your orders, please visit your Order History or click the link in your confirmation email for more information. You can track your delivery progress at any time from there or by using the link below.

AU https://auspost.com.au/ NZ https://www.nzpost.co.nz/

https://www.17track.net/en

How do I change my shipping address?

You can change your shipping address before your package is shipped by contacting trademe@smartlivingbox.com during our working hours.

Our Working Hours are from Monday to Friday 6am-12pm (noon)

Once your package has shipped, it's no longer possible to change the address. We recommend contacting your LOCAL POST OFFICE with your tracking number to see if they can reroute your package to another address or if they can hold it for you so you can go in and physically pick it up.

What if my item arrived damaged in delivery?

If an item arrived is missing parts, is faulty, is defective or has been damaged during manufacturing, please contact us at trademe@smartlivingbox.com as soon as possible (ideally within 3 business days of receiving your delivery) with an image/video clearly illustrating the problem attached.

In a case of a faulty, damaged product or an item with missing parts, we will work collaboratively with you to find a solution that would best suit your case as the best solution may vary on every item and situation.

Examples of one or combination of solutions we may arrange for you are as the following:

• Send you any missing or damaged parts or components
• Replace the product
• Suggest a self-repair (with an offer of a compensation)
• Offer a partial or full refund in form of a store credit voucher or cash refund

If we ask you to return the damaged product to us, we will pay the cost of the return.

What if I got the wrong item delivered?

If you have received a wrong item, please let us know as soon as you can (ideally within 3 business days of receiving your delivery). We will offer to send you the product you ordered and arrange for the return of the wrong item shipped at no cost.

What if I never received my order or it was stolen?

Any package not received with seven (7) business days of the date it is to be delivered and not reported immediately will be considered DELIVERED. We will not be held liable. WE WILL NOT COVER THE LOSS. PLEASE PAY CAREFUL ATTENTION TO THE INFORMATION YOU ENTER AND MONITOR YOUR TRACKING ARRIVAL DATE AND DESTINATION.

Once we check our records and your address is incorrect or not entered clearly (eg Missing Apartment Number, Street Number, Having Two (2) STE’s in the Same Room but not clearly distinguishing which is yours etc ) WE WILL NOT COVER THE LOSS.

Once Your Address Is Correct: NZ POST have delivery vans with GPS that oftentimes automatically updates a shipment as "DELIVERED" prematurely. Wait another seven (7) business days because the package was most likely marked as delivered accidentally, and will arrive a few days. During this wait:

• Check to make sure that your shipping address is correct
• Check around your area for a notice of attempted delivery
• Check around the delivery location for your package
• Check to see if someone else accepted the delivery
• Certain packages travel through multiple carriers, check your mailbox or anywhere else you receive mail and your neighbours.

We advise that you call your LOCAL POST OFFICE, and NOT the NZ POST HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Give them your Tracking Number and ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information.

This is usually a better way to have them explain to you what they stated your package was delivered when it was not.

Depending on their feedback we will have this matter looked into. Keep us updated.