DELIVERIES AND RETURNS

For all return requests, click here

The products sold on the site are delivered via the services of La Poste, Mondial Relay, and Chronopost depending on the option chosen by the customer at the time of order confirmation.

Products are delivered to the customer's home or any other address of their choice indicated in the delivery form at the time of order, provided it is within a country where Smoon delivers.

Delivery fees are calculated as a flat rate based on the number of Products and the delivery address for each Order, automatically. They include shipping and packaging. The amount of the delivery fees is shown in the shopping cart, in the order summary, and on the invoice.

The order shipping time is indicated to the customer by email in the order confirmation email. This time frame is an estimate; a tracking email is sent to the customer by Smoon as soon as the actual shipping date is known. Any delay in delivery will not give rise to any damages or penalties, nor any withholding of any kind, nor cancellation of ongoing orders when the delay results either from the customer, from an unforeseeable and insurmountable event caused by a third party to the contract, or from a force majeure event. In case of a prolonged delay after the shipping confirmation email has been sent, the buyer must report this delay within a maximum of fifteen (15) days by sending an email to contact@smoon-lingerie.com

The customer is required to check the condition of the packaging and the conformity of the delivered Product, and if necessary, to note any reservations on the carrier's delivery slip.

The customer is required to take the necessary steps to receive their package. In case of non-delivery, the package will be returned by the carrier to Smoon. The refund for the product(s) will be processed as soon as possible. However, shipping fees will not be refunded under any circumstances. If the customer benefited from free shipping, a deduction of €5 will be applied to the refund amount.

In the case of delivery to a pickup point, if the package is not collected within the allotted time, a shipping fee contribution of €5 will be requested.

For any purchase made from a territory other than mainland France, Belgium, Switzerland, Luxembourg, or the Netherlands, or during a fair, a trade show, a pop-up store, or a market, the return shipping costs will be the responsibility of the Customer. The Customer may return the ordered items to Smoon at their own expense, accompanied by their withdrawal form, the invoice, or the delivery note, to the following address: SMOON LINGERIE, 96 avenue de la république, 75011 PARIS.

You can request an exchange within a maximum of 30 days after receiving your order.

Return shipping costs are free for exchanges. To do this, fill out the return form with your order number (5-digit number in the order confirmation email). Then simply select the item(s) concerned, specify the reasons for the return, and the products you wish to exchange for. You will then receive an email with a link to download your Mondial Relay* shipping label. To send the products back to us (unworn, unwashed), please follow these steps:

1. Place the products in the original envelope (if not available, choose an envelope or box of similar size)

2. Carefully seal the envelope and attach the return label

3. Drop off your package at the post office, making sure to keep your proof of deposit.

Once the returned products are received and checked by our team, we will process the exchange within 10 business days from the date Smoon receives the products, subject to their eligibility.

*For Switzerland, please contact customer service directly at contact@smoon-lingerie.com to obtain your return label and customs documents. Otherwise, customs fees may be charged and will be deducted.

Returns are at your expense. To notify us of your return, please fill out the return form and follow the instructions:

1. Place the product(s) in the original envelope (if not available, choose an envelope or box of similar size)

2. Carefully seal the envelope, affix postage, and send the package to the following address:

SMOON LINGERIE
96 avenue de la république 7501 PARIS
FRANCE
Email: contact@smoon-lingerie.com

3. Drop off your package at the post office, making sure to keep your proof of deposit.

Once the returned products are received and checked by our team, we will process the exchange within 10 business days from the date Smoon receives the products, subject to their eligibility.

For any free product, exchanges will not be accepted. Please consult our size guide before selecting the size of your free product.

Return shipping fees apply: €3.90 from Spain and Italy, and €9 from Germany. To do this, fill out the return form with your order number (a 5-digit number found in the order confirmation email). Then simply select the item(s) concerned, specify the reasons for the return, and indicate the products you want in exchange. After paying the return shipping fees, you will receive an email with a link to download your Mondial Relay label (for Spain and Italy) or Colissimo label (for Germany). To send the products back to us (unworn, unwashed), please follow these steps:

1. Place the products in the original envelope (if not available, choose an envelope or box of similar size)

2. Carefully seal the envelope and attach the return label

3. Drop off your package at the post office, making sure to keep your proof of deposit.

Once the returned products are received and checked by our team, we will process the exchange within 10 business days from the date Smoon receives the products, subject to their eligibility.

You can request a refund within a maximum of 30 days after the date you receive your order.

Return shipping costs are the responsibility of the customer, amounting to €4.9, which will be directly deducted from the refund. To do this, please fill out the return form with your order number (a 5-digit number found in the order confirmation email).
Next, select the item(s) concerned and specify the reasons for the return.
Then, you will receive an email with a link to download your Mondial Relay* shipping label.

To send the products back to us (unworn, unwashed), please follow these steps:

1. Place the products in the original envelope (if not available, choose an envelope or box of similar size)
2. Carefully seal the envelope and attach the return label
3. Drop off your package at the post office, making sure to keep your proof of deposit.

Once the products are returned, received, and inspected by our team, the refund will be processed within thirty calendar days from the date Smoon receives the products, subject to their eligibility for a refund.

*For Switzerland, please contact customer service directly at contact@smoon-lingerie.com to obtain your return label and customs documents. Otherwise, customs fees may be charged and will be deducted from the refund amount.

Return shipping costs are your responsibility. Please fill out the return form with your order number (5-digit number found in the order confirmation email).
Then simply select the item(s) concerned and specify the reasons for the return.

To send the products back to us (unworn, unwashed), please follow these steps:

1. Place the product(s) in the original envelope (if not available, choose an envelope or box of similar size)

2. Carefully seal the envelope, affix postage, and send the package to the following address:

SMOON LINGERIE
96 avenue de la république
75011 PARIS
FRANCE
Email: contact@smoon-lingerie.com

3. Drop off your package at the post office, making sure to keep your proof of deposit.

Once the returned products are received and inspected by our team, the refund will be processed within thirty calendar days from the date Smoon receives the products, subject to their eligibility for a refund.

Return shipping fees apply: €3.90 from Spain and Italy, and €9 from Germany. To do this, fill out the return form with your order number (a 5-digit number found in the order confirmation email). Then simply select the item(s) concerned, specify the reasons for the return, and the products you wish to be refunded for. After paying the return fees, you will receive an email with a link to download your Mondial Relay label (Spain and Italy) or Colissimo label (Germany). To send the products back to us (unworn, unwashed), please follow these steps:

1. Place the products in the original envelope (if not available, choose an envelope or box of similar size)

2. Carefully seal the envelope and attach the return label

3. Drop off your package at the post office, making sure to keep your deposit receipt.

Once the returned products are received and checked by our team, we will process the refund within 10 business days from the date Smoon receives the products, subject to their eligibility.

In the event of a full refund request for the order, the free product must also be returned.