Customer Care
SHIPPING
We use Australia Post to ship all our items. Please allow 1-3 business days to process and ship your order. We will send you an email to let you know your order is on the way!
CLICK & COLLECT
Orders can be picked up Monday – Friday between 8:30am – 5:30pm, and Saturdays between 8:30am – 1:00pm. An email will be sent when your order is ready for collection.
Your order can be picked up from Smile Solutions reception, located on Level 1 of the Manchester Unity Building – 220 Collins Street Melbourne VIC 3000.
LOCAL DELIVERY
During checkout, enter your address and choose the shipping option. Click the "continue to shipping" button. Please note we don’t offer international shipping at this time.
When your order is ready for delivery, you will receive an email with real-time tracking information.
DOMESTIC SHIPPING RATES AND ESTIMATES:
Orders are generally shipped within 1-3 business days of the order being placed.
Shipping charges for your order will be calculated and displayed at checkout.
|
Shipping option |
Estimated delivery time |
Price |
|
Australia Post Standard Shipping |
7 to 10 business days |
$15 |
|
Australia Post Express Shipping |
1 to 3 business days |
$20 |
|
Click & Collect |
1 to 3 business days |
FREE |
REFUNDS, RETURNS AND EXCHANGES
We accept returns up to 7 days after delivery.
We do not accept returns for change of mind. We only accept returns if you received the incorrect item, or the item arrives damaged.
RETURNS
To be eligible for a return, your item must have arrived to you in a damaged state, or you have received the incorrect item. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@smileonline.com.au. You will have 7-days after receiving the item to contact us regarding your return.
Please note that returns will need to be sent or delivered in person by you to the following address:
Smile Solutions
Manchester Unity Building
Level 1, 220 Collins Street
Melbourne VIC 3000
Australia
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
DAMAGES AND ISSUES
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
In the event that your order arrives damaged in any way, please email us as soon as possible at hello@smileonline.com.au with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
We don’t accept returns on sale items or gift cards.
EXCHANGES
We do not offer exchanges on products unless we have provided the wrong item.
REFUNDS
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@smileonline.com.au