Orders & Shipping

Q: What are your shipping options?
A: We offer free standard shipping to the USA, UK, European Union (EU), and Canada via our carrier partners, including USPS, Amazon, UPS, FedEx, DHL, Royal mail and Canada Post. Specific carriers are assigned by destination.

Q: When will my order ship?
A: Orders placed before 4:00 PM CET (Mon-Fri) ship same day. Weekend/holiday orders process next business day.

Q: Do you ship internationally?

A: Yes, we currently ship to the United States, the European Union, UK and Canada.

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Returns & Refunds

Q: What’s your return policy?
A: Our return policy is detailed in a separate document. Please refer to our [ REFUND POLICY] for complete information on eligibility, timeframes, and the process for returns and refunds.

Q: How long do refunds take?
A: Refunds process within 5 business days after we receive your return. Bank processing may add 3-5 days.

Q: Are there restocking fees?
A: No fees for defective items. $10.99 return shipping applies to change-of-mind returns.

Q: How do I start a return?
A: Email contact@smellsame.com with:
📸 Order number
📸 Photos of product/packaging
📸 Reason for return

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Product & Warranty

Q: What condition do returned items need to be in?
A: New/unused in original packaging with all accessories.

Q: Can I exchange an item?
A: NO! 

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Payments & Accounts

Q: What currencies do you accept?
A: All prices are in USD ($). Your bank handles conversion.

Q: How do I track my order?
A: You’ll receive a tracking link via email once your order ships.

Q: Can I change my delivery address?
A: Email us immediately at contact@smellsame.com if your order hasn’t shipped yet.

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Contact & Support

Q: What are your support hours?
A: Mon-Fri, 9:00 AM – 6:00 PM CET via email.