Shipping & Returns

At Smooth Bamboo, we aim to deliver your order quickly, safely, and in perfect condition. Please read our Shipping & Returns policy carefully before placing your order.

Shipping Information

Order Processing

All orders are processed as quickly as possible after being placed. Once your order has been confirmed, you will receive a confirmation email.

Orders are typically dispatched within standard processing times, but delays may occasionally occur due to high demand, courier delays, or unforeseen circumstances.

Delivery Timeframes

We use trusted courier services to deliver your order.

  • Once your order has been dispatched, delivery usually takes up to 7 working days
  • If your order has not arrived within this period, please contact our support team with your order number

If delivery issues occur, we recommend reaching out as soon as possible so we can assist you promptly.

Shipping Responsibility

Once your order has been handed over to the courier, responsibility for delivery transfers to the courier service.

At this stage:

  • Address changes or order modifications may no longer be possible
  • Customers may need to contact the courier directly for delivery updates or instructions
  • Tracking details will be provided where available

Missing or Delayed Orders

If your order appears to be missing or significantly delayed:

  • Please contact us within 20 days from the dispatch date
  • Include your order number and full details of the issue
  • We may request additional information to investigate your claim

Claims submitted after the allowed timeframe may not be eligible for replacement or refund.

Damaged or Incorrect Items

We take great care in packaging your order, but if something goes wrong, we’re here to help.

You may be eligible for a refund or replacement if:

  • Your item arrives damaged
  • You receive the wrong product
  • The product does not match its description

To report an issue:

  • Contact us within 30 days of receiving your order
  • Provide clear photos of the product (not just the packaging)
  • Our team will review your request and respond with a resolution

Please note: minor packaging damage that does not affect the product is not eligible for compensation.

Returns Policy

Due to hygiene and safety reasons, we are unable to accept returns on delivered products once they have been opened or used.

However, if there is a genuine issue with your order (such as damage or incorrect items), we will offer a suitable solution including:

  • Replacement
  • Partial refund
  • Full refund (where applicable)

Order Cancellation

  • Orders can be cancelled before dispatch
  • Once an order has been dispatched, cancellation may still be possible but a restocking fee may apply
  • The fee covers handling and shipping costs already incurred

If you wish to cancel, please contact us as soon as possible.

Refunds & Replacements

Refunds or replacements are issued only when:

  • The product is damaged upon arrival
  • The wrong item was sent
  • The item received is not as described

All refund/replacement decisions are made after inspection of the issue and supporting evidence.

Customer Support

If you have any questions or need help with your order, our support team is here for you.

Please contact us with:

  • Your order number
  • A description of the issue
  • Any relevant photos (if applicable)

We aim to respond as quickly as possible and resolve issues fairly.

@SmoothBambooHQ

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