Shipping policy
The Smile Club offers worldwide shipping across various carriers depending on your location. We have three international shipping options, International Priority, International Express and International Standard, and two domestic options, Australia Post Express and Australia Post Standard.
All orders will be dispatched within 1-3 business days of your order being confirmed, however most orders will be processed within less than 24 hours. If you notice your order has not been shipped after 3 business days, please email us so we can investigate why your order has been delayed. Once your order has been dispatched, you will receive an email with an online tracking link. This will link you directly to DHL or Australia Post, were you can follow your new Activewear’s journey to you.
If you have ordered with International Express or International Standard shipping, then Australia Post will have carriage of your package until it arrives in your country. Once your order has cleared customs, it will then be handed over to your *Local Carrier to complete the journey. You can use this same tracking number with your Local Carrier, to track the package more accurately once the package reaches your country.
*NOTE: Local Carrier means the carrier who is responsible to deliver your package in your country (eg. USPS, Canada Post, Royal Mail), and will change depending on your country. The carrier who has possession of your package will always have the most accurate and up to date tracking and information regarding your order. Please contact Team Smile if you are unsure who your Local Carrier is.
Domestic Delivery
All domestic orders are shipped with Australia Post, and the customer has the choice of Standard or Express delivery. Express delivery should take in 1-3 business days to arrive to its receiver from date of dispatch, depending on your exact location. Standard delivery can take anywhere from 5-21 business days to arrive during normal periods. If you need your order within a certain timeframe, we recommend choosing the Express option. Express packages will also be given priority by our packing team.
International Priority Delivery
International Priority is our premium shipping option, shipped via DHL Priority and available to most international customers. This service has an estimated delivery timeframe of 4-6 business days after the package has been dispatched from our warehouse, and requires a signature upon delivery (so therefore cannot be delivered to PO Box addresses). If DHL has not successfully delivered the package or made their first delivery attempt within this timeframe, The Smile Club will refund your shipping cost, as a gesture of goodwill. If this happens to you, please email us directly via hello@moanasmileclub.com with your order number. International Priority packages will also be given priority by our packing team.
International Express Delivery
International Express is carried by a combination of Australia Post while in Australia, and then a *Local Carrier in the destination country (using their express service), once the package has cleared customs. International Express orders should arrive between 4-10 business days from the date of dispatch.
International Standard Delivery
International Standard is carried by a combination of Australia Post while in Australia, and then a *Local Carrier in the destination country (using their standard service), once the package has cleared customs. International Standard orders should arrive between 10-21 business days from the date of dispatch.
*NOTE: Local Carrier means the carrier who is responsible to deliver your package in your country (eg. USPS, Canada Post, Royal Mail), and will change depending on your country. The carrier who has possession of your package will always have the most accurate and up to date tracking and information regarding your order. Please contact Team Smile if you are unsure who your Local Carrier is.
Delays
Once your order has left our warehouse, it is in the hands of the delivery company, and no changes to address, order items or shipping service can be made. Any delays caused by the delivery company are outside of The Smile Club’s control and while we will make ever effort to help get your order to you as efficiently as possible, we cannot be held responsible for such delays. Expected shipping times are an estimation given to us by the delivery companies, and may vary depending on time of year or location.
The above timeframes are applicable provided there are no delays with the carrier outside of The Smile Club’s control. During peak sale times and public holiday periods, delivery delays are to be expected. While Team Smile will make their best effort to make sure updated shipping estimates are communicated, is the responsibility of the customer to ensure that they are aware of potential delays per this shipping policy.
If you have selected International Priority Shipping (DHL), and your package arrives outside the stipulated timeframe in this policy, we will refund your entire shipping cost as a gesture of goodwill. If this is the case, please email us directly via hello@moanasmileclub.com with your order number.
Failed Delivery Attempts
If no-one is available at the time that the carrier attempts to deliver your order or the parcel is unable to be delivered safely, the carrier will take the parcel to the nearest Post Office or Delivery Center for collection. It is the customer’s responsibility to keep an eye on the tracking information, and ensure that the parcel is collected (or redelivery is arranged) before it is returned to sender (RTS). Please refer below for more information regarding our policy for reshipment of RTS packages.
Order Cancellation Requests
If a cancellation request is received by our office and your order has not yet been processed, we will offer a store credit gift card for the value of your order. The gift card will have an expiry of three (3) years and can be used in conjunction with any valid promotion. Gift cards cannot be redeemed for cash.
As our processing team works independently from our Customer Service team, we cannot guarantee that requests for changes or cancellations will be addressed before your order has been processed, especially during busy periods such as sales or new collection launches. If a cancellation request cannot be accommodated, our team will assist with the Returns Process, where eligible.
NOTE: For any urgent cancellations we recommend contacting our customer care team via email to see if the team can accommodate your request.
Loss, Damage & Delivery Disputes
All Smile Club orders are shipped with a signature requirement when possible, to ensure the safe delivery of your order. It is the customer’s responsibility to keep an eye on the tracking and ensure that they are available to sign for the package upon delivery, or to collect it in person. The customer is responsible if their package gets redirected back to The Smile Club because it was left unclaimed (please see RTS info below).
for it, and cannot locate it please call your *Local Carrier immediately. The longer time that is left before contacting them, the harder it is for us/the carrier to locate the package.
If your tracking does not show as “delivered” within the recommended time frame, please contact Team Smile via hello@moanasmileclub.com so that we can initiate an enquiry on your behalf with the Shipping Carrier. If your parcel arrives damaged, please email us ASAP so we can provide instructions on how to proceed with a resolution.
In the case where a signature was required upon delivery and the delivery shows as successful but the receiver is disputing the delivery, it is the receiver’s responsibility to contact the Shipping Carrier and raise the dispute.
Customs/ Taxes and Duties
Unless specifically stated, all prices quoted do not include import customs, taxes, duties or any other fees which may be charged against the parcel upon entry to your country.
Pursuant to European Union (EU) laws that came into effect in 2021, some customers located in the EU will be required to pay VAT at checkout (depending on the value of their order). If you order includes a VAT charge at checkout it will be specifically listed on the order summary, and The Smile Club will assume the responsibility to pay the VAT on that order only. It is your responsibility as the customer to be aware of your country’s applicable customs, taxes and duties, and ensure that any applicable charges are paid to ensure successful delivery of your order. Please be ensure you attend to any outstanding payments as efficiently as possible, to avoid your package being RTS.
Team Smile cannot provide advice on specific taxes applicable to your country. Please contact your local government or customs office for further information or assistance.
Return To Sender & Refused Customs
It is the sole responsibility of the customer to enter their full and correct address, ensure that they are available to be contacted for delivery to be arranged (if applicable), as well as collecting their parcel from the collection point, if needed. Please remember that your package may be carried by multiple carriers across different countries, and it is your responsibility to keep an eye on your tracking to know when a delivery attempt has been made.
If a parcel is delivered to the incorrect address due to the customer's error, or if a customer refuses to pay the required Customs/Import Fees applicable to their country, fails to arrange delivery with the courier company or fails to pick up the parcel from the collection point and the parcel is lost or destroyed The Smile Club will not provide any compensation or replacement.
If a parcel cannot be delivered due to the customer's error, or if a customer refuses to pay the required Customs/Import Fees applicable to their country, fails to arrange delivery with the courier company or fails to pick up the parcel from the collection point and the parcel becomes returned to sender (RTS), The Smile Club will contact the customer upon it’s redelivery at Smile HQ. If you notice your package has not been delivered successfully, or suspect there is an issue, please contact our team via your *Local Carrier immediately, to avoid her being RTS.
Team Smile will contact the customer via the email address on their order when a RTS parcel is received back at Smile HQ. If we do not receive a response for resolution within seven (7) business days, we will automatically assume that the customer does not want the parcel re-shipped and we will issue a store credit per the above.
For Australian customers, a flat rate of $15AUD (including a $5 RTS fee) will be charged for standard re-shipment and it is the customers responsibility to make payment and provide the true and correct address, as well as collecting their parcel from the collection point, if applicable. If the customer has changed their mind on their purchase and does not want the order to be re-shipped, a store credit will be offered, less the the $5 RTS fee (and less any original shipping costs, if applicable).
For all international customers, a flat rate of $20.00 USD (including a $10 RTS fee) will be charged for standard re-shipment and it is the customer's responsibility to make payment for the re-shipment, as well as providing the true and correct address. If the customer has changed their mind on their purchase and does not want the order to be re-shipped, a store credit will be offered, less the $10 RTS fee (and less any original shipping costs, if applicable).
By placing their order, the customer agrees to this shipping policy and understands that The Smile Club are not liable for delays outside of our control and cannot guarantee delivery timeframes, regardless of the estimates provided herewith.