Help
Shipping and returns
Free pickup point delivery on orders over €49, home delivery on orders over €100. Free exchanges from Europe, with a 60-day money-back guarantee.
- 72 h to prepare your order
- 30 d to exchange, free of charge
- 60 days to try on, even when worn
Delivery
France, Monaco
Free home delivery with signature confirmation on orders over €150.
Returns from this country: Free exchange, and return with €4.90 deducted from the refund, through the returns portal.
Belgium, Luxembourg, Netherlands
Returns from this country: Free exchange, and return with €4.90 deducted from the refund, through the returns portal.
Germany
Returns from this country: Free exchange, and return with €4.90 deducted from the refund, through the returns portal.
Italy
Returns from this country: Free exchange, and return with €4.90 deducted from the refund, through the returns portal.
Spain
Returns from this country: Free exchange, and return with €4.90 deducted from the refund, through the returns portal.
Switzerland
Any customs duties are payable by you upon delivery.
Returns from this country: Free exchange; request the label and customs documents at contact@smoon-lingerie.com.
United Kingdom
Customs duties on orders over €150.
Returns from this country: at your expense, with the invoice, to SMOON LINGERIE, 96 avenue de la République, 75011 Paris, France.
Other European countries
Returns from this country: Free exchange, and return with €4.90 deducted from the refund, through the returns portal.
Réunion, French Guiana, Mayotte, and other French overseas territories
Returns from this country: at your expense, with the invoice, to SMOON LINGERIE, 96 avenue de la République, 75011 Paris, France.
Canada, United States, Japan
Returns from this country: at your expense, with the invoice, to SMOON LINGERIE, 96 avenue de la République, 75011 Paris, France.
Guadeloupe, Martinique, rest of the world
Delivery by FedEx.
Returns from this country: at your expense, with the invoice, to SMOON LINGERIE, 96 avenue de la République, 75011 Paris, France.
How does it work?
- Your order is prepared within 72 hours.
- You will receive an email with the tracking link once it has shipped.
- At a pickup point, your parcel will be waiting for you for 7 to 14 days, depending on the location.
- A delay or a missing package? Contact us within 15 days of the shipping email: we’ll open an investigation and, if the package remains missing, we’ll resend your order or issue a refund.
Modify or cancel an order: possible within 30 minutes of placing it, by email. Tissue paper packaging and a cardboard envelope, without plastic.
Returns: three ways to do it
Another size, another style
Exchange
Offerfrom Europe
- Deadline
- 30 days after receipt
- Condition
- unworn and unwashed
- How
- returns portal
- Processing time
- 10 business days
Get a refund
Back
4,90 €deducted from the refund
- Deadline
- 30 days after receipt
- Condition
- unworn and unwashed
- How
- returns portal
- Processing time
- 10 business days
Even after wearing it
Satisfied or your money back
60 daysto try
- Condition
- a product worn by category, washed
- Fee
- €4.90 deducted
- How
- by email at contact@smoon-lingerie.com
- Processing time
- 10 business days
Return an item in 4 steps
- In the returns portal, enter your 5-digit order number and your email address. No account needed.
- Choose the items, the pattern, and, for an exchange, the desired product. The label will arrive by email.
- Put the items in their original packaging (or packaging of a similar size), attach the label, and drop off the parcel. Keep the proof of postage.
- As soon as the package arrives at the warehouse, the exchange is sent or the refund is issued within 10 business days.
Special cases
I'm in Switzerland
Request the label and customs documents at contact@smoon-lingerie.com; otherwise, customs fees will be deducted from your refund.
I live outside Europe or in the French overseas territories.
Return shipping is at your expense. Include the invoice and send it to SMOON LINGERIE, 96 avenue de la République, 75011 Paris, France.
I ordered a pack
If the return brings the order below a tier in the Build Your Own Pack, the discount is recalculated on the refund.
My product was free
It cannot be exchanged, and it is returned if the entire order is refunded.
During a “buy 2, get 1 free” offer, partial refunds are not available: we can offer you store credit or an exchange for a product of the same price. Our money-back guarantee applies.
My package was returned to Smoon
Package not collected from a pickup point or not delivered: the products will be refunded, but not the shipping costs.
I bought it in-store
The return policy of the retailer (Etam, Monoprix, pharmacy, reseller) applies.
I want to cancel my order
You have 14 days from receipt to withdraw, for items that have not been worn or washed.
The full terms are in our terms and conditions of sale.
A question about your order?
Write to us at contact@smoon-lingerie.com. Find more answers in the FAQ.