FAQs

ABOUT OUR PRODUCTS

What types of products does Sevensmith sell? Where and how are they made?

Sevensmith sells homeware and home accessories made in different countries around the world.

Our curators travel the globe searching for local craftspeople that are highly skilled in their craft or trade to sell their unique products on our site. Our sellers usually create their pieces in their own studios and workshops.

The items sold on our site are top quality because we take great care to work only with sellers who share our commitment to high quality, ethics, transparent processes and sustainable manufacturing.

When looking at a product on our site, the product page will tell you who made the product, where it is made and what material is used to make it.

Can you tell me when new products are available?

Of course! Sign up for our emails by entering your email address at the footer of our page and clicking on “Sign Up” so that you can find out about the newest products and latest styles from our sellers.

What is the best way to clean and care for pieces I buy from Sevensmith?

When looking at a product on our site, the product page will often include “Care Instructions” which provides you with details on how to clean and care for that specific product. When you purchase a product on Sevensmith, most sellers include care instructions in the package they send to you.

MY ACCOUNT / REGISTERING FOR AN ACCOUNT

Why should I sign up for a Sevensmith account?

Creating an account on our site is not required. However, doing so has lots of benefits, including:

  • Quick checkout;
  • Tracking your orders online;
  • Easily returning products;
  • Keeping track of refunds;
  • Reviewing past purchases;
  • Linking your social media profiles.

You can sign up for a Sevensmith account here. We can’t wait for you to become a part of our community!

(When you sign up for an account, you can decide whether or not to sign up for our newsletter as well. Regardless of whether you have an account with us, you can sign up for our newsletter by entering your email address in the “Subscribe to our Newsletter” box in the footer of our site and clicking “Sign Up”.)

How do I create a Sevensmith account?

You can sign up for a Sevensmith account here (you can always access this page by pressing on the  in the top right hand corner of any page on our site > “Login/Register”).

Registering on our site has lots of benefits, including:

  • Quick checkout;
  • Tracking your orders online;
  • Easily returning products;
  • Keeping track of refunds;
  • Reviewing past purchases;
  • Linking your social media profiles.

We can’t wait for you to become a part of our community!

(When you sign up for an account, you can decide whether or not to sign up for our newsletter as well. Regardless of whether you have an account with us, you can sign up for our newsletter by entering your email address in the “Subscribe to our Newsletter” box in the footer of our site and clicking “Sign Up”.)

How do I sign up for Sevensmith emails (the Sevensmith newsletter)?

You can sign up for our newsletter by entering your email address in the “Subscribe to our Newsletter” box in the footer of our site and clicking “Sign Up” (see screenshot):

Once you are signed up, we will be sure to email you with exclusive discounts, our latest products, as well as home design ideas and inspirations!

You can unsubscribe from our mailing list at any time by clicking the “unsubscribe” link in the emails we send to you.

Make sure that Sevensmith’s email address is added to your address book, so that our emails are not sent to your junk or spam folders. The emails to add to your address book are: [email protected][email protected], [email protected].

If you are still not getting emails from us, feel free to email us at [email protected] and we will be happy to help!

Note that even if you have already registered for an account on Sevensmith, if you did not opt into our newsletter you may not be receiving our newsletter emails. You can sign up for our newsletter by following the instructions above. If you do not have an account with us, you can sign up here.

How do I unsubscribe from the Sevensmith newsletter and promotional emails?

You can unsubscribe from our mailing list at any time by clicking the “unsubscribe” link in the emails we send to you.

If you opt-out of receiving our newsletter emails, we may still send you certain administrative, legal notices, or transactional e-mails about your account or any services you have requested or received from us (such as order confirmations and details).

How do I make sure that I am receiving Sevensmith emails?

For transactional emails: If you have a Sevensmith account and are not getting important transactional emails such as order confirmations, make sure that Sevensmith’s email address [email protected] is added to your address book, so that our emails are not sent to your junk or spam folders. Also, make sure that we have the correct email address for you by following the instructions under “How do I change my email address?”, below.

For newsletter emails: If you are not getting newsletter emails from us, make sure that Sevensmith’s email address is added to your address book, so that our emails are not sent to your junk or spam folders. The emails to add to your address book are: [email protected][email protected]. You can also re-sign up for our newsletter by entering your email address in the “Subscribe to our Newsletter” box in the footer of our site and clicking “Sign Up”.

If you are still not getting emails from us, feel free to email us at [email protected] and we will be happy to help!

How do I change my email address?

It’s critical that we have your current email address on file, since that is how we contact you with important information. Change your email address by following these easy steps (see screenshots below):

  1. If you aren’t logged in, log into your account here (you can always access this page by pressing on the  in the top right hand corner of any page on our site > “Login/Register”);
  2. Click on “Account Details”;
  3. Enter your preferred email address and click “Save Changes”.

Please note that an email address can only be associated with one Sevensmith account.

How do I change my password?

Easy! If you remember your old password then follow these steps (see screenshots below):

  1. If you aren’t logged in, log into your account here (you can always access this page by pressing on the  in the top right hand corner of any page on our site > “Login/Register”);
  2. Click on “Account Details”;
  3. Enter your current password and new password and click “Save Changes”.

If you cannot remember your password see the instructions to “I forgot my password”, below.

I forgot my password

If you forgot your password and need to reset it, then:

  1. Go to the Login/Register page here (you can always access this page by pressing on the  in the top right hand corner of any page on our site > “Login/Register” – see screenshot below);
  2. Click on “Forgot your password?” (see screenshot below) and follow the instructions;
  3. A new temporary password will be sent to your email address;
  4. Use the temporary password to log into your account and create a new password by following the instructions to “How do I change my password?”

If you did not get the temporary password, check your junk mail, promotion and spam folders. If you still cannot find it, try resetting your password again. If that still doesn’t work, contact us at [email protected] and we will be happy to help!

I can't log into my account

It is possible that you are mistyping your password. Make sure that your CAPS LOCK and NUMBER LOCK functions are not activated on your keyboard and that your keyboard is set to the right language. You can also clear your web browser’s cache and cookies, or try signing in through a different web browser.

If none of these solutions work, see the instructions to “I forgot my password” above.

If you still are unable to login, please email us at [email protected] and we will be happy to help!

How do I delete my Sevensmith account?

You can close your account at any time by emailing us at [email protected] and requesting that we delete your account.

SOLD-OUT / OUT-OF-STOCK ITEMS

An item is sold out or out-of-stock. Will you be getting more in stock / is there a way I can still order it?

Pieces sold on seven-smith.com are unique and one-of-a-kind, so sellers do not always restock pieces that are sold out or out-of-stock (sometimes the materials used to make the piece are no longer available).

If you are interested in purchasing an item that is sold out or out-of-stock, you have a few options to try and get that that unique piece you love:

  1. Go to the product’s page and see if the item says it is “Available on Backorder”. If so, you can order it now and the Smith will make the piece specifically for you and ship it to you as soon as it is ready (see screenshot below);
  2. If the item is not available on backorder, you have two options:
    1. If you want to order the item, email us at [email protected] – enter “Backorder Request” in the subject line and in the body of the email include a link to the product’s page. We will contact the Smith to see if they can make the piece for you;
    2. On the product’s page you will see an option to enter your email address. Enter your email address so that you will receive a notification email to let you know when the product is back in stock.

I had an item in my shopping cart, but when I tried to check out the item was gone or marked "sold out". What happened?

Items placed in your shopping cart, unfortunately, are not held or reserved for you until you submit your order (including paying for it). Given that all of the pieces we sell on our website are unique and specially made, they are available in very small quantities and sell out quickly. If you find something you love, we recommend purchasing it as soon as you can to avoid other shoppers beating you to it!

If the item is no longer in your cart: If the item is no longer in your shopping cart, it is possible that the item was deleted or edited before you completed your purchase. The item may have been re-listed, in which case you simply need to re-add it to your shopping cart. We suggest searching for the product using our search tool and re-adding it to your shopping cart. If you cannot find the product again, email us at [email protected] with a description of the piece and we will do our best to find the piece for you!

If the item is sold-out or out-of-stock: We know what it’s like to miss out on a piece you love. If an item you wanted is sold out or out-of-stock, we will do our best to get that item for you! Read the instructions to “An item is sold out or out-of-stock. Will you be getting more in stock / is there a way I can still order it?” above to find out more.

ORDERS and PAYMENTS

How does shopping and buying on Sevensmith work?

Sevensmith works by allowing you to shop for beautiful, unique, quality pieces made by skilled craftspeople worldwide and to easily purchase directly from them. You can read more about us here.

You do not need to have an account to shop and buy on Sevensmith. However, we recommend that you create one in order to create a wishlist of items you love, speed up the ordering process, track your orders and refunds online, review past purchases, participate in the Sevensmith community and much more (check out other reasons under “Why should I register at seven-smith.com?” above).

How do I search for a piece on Sevensmith?

There are a few ways in which you can search for a piece until you find one you love!

  1. If you want to browse all of our products, click on “Shop” in the menu bar at the top of the screen;
  2. If you want to browse our latest products, hover over “Shop” in the menu bar at the top of the screen and select “New”;
  3. If you want to browse our featured pieces, hover over on “Shop” in the menu bar at the top of the screen and select “Featured”;
  4. If you want to see which pieces are on sale, hover over “Shop” in the menu bar at the top of the screen and select “Sale”;
  5. If you want to shop for a product in a specific category, select the category of products you want to browse from the menu bar at the top of the screen.
  6. You can search for general criteria (such as color or product type) or a specific product in the search bar in the top right corner, by typing in any search criteria or a product name, SKU, or the name of the Smith that makes the product and pressing the “enter” key to search.

Once you find a piece (or a few) that you love, click “Add to Cart” from the product page. When you’re done shopping, click on your shopping cart (in the top right corner of the screen) to checkout and fill in your payment and delivery details. Easy!

How does the shopping cart work?

The shopping cart conveniently allows you to store and access all the items you would like to purchase in one place and speeds up the checkout process. To add an item to your shopping cart, simply click the “Add to Cart” button on the product page, and your shopping cart will pop up in the top right corner of the screen showing that the item has been added.

If you are not ready to buy, create a Sevensmith account here or login to your Sevensmith account here so that your shopping cart is saved for future visits. Don’t forget that items placed in your shopping cart, unfortunately, are not held or reserved for you until you submit your order (including paying for it).

To see all items in your shopping cart click on the shopping cart icon in the top right corner of the screen. You can remove items and edit the contents of your shopping cart at any time.

When you have finished shopping, click on the shopping cart to checkout and fill in your payment and delivery details. Easy!

If you are in the mood for window shopping, you can save pieces you love to your wishlist so that you can find them again easily. In order to create a wishlist of items, login to your Sevensmith account here or create a Sevensmith account here. Once you are logged in, you will be able to add items to your wishlist by clicking the “Add to Wishlist” button from the product page. To access your wishlist, log in to your Sevensmith account and click on “Wishlist”.

How do I know if a product will fit in my home? Do you have international size guidelines?

Confused about measurements provided in a product description? You can convert measurements between the imperial and metric systems by either entering the measurement into Google or using an online measurement converter such as this one to help you understand the dimensions of a product.

We recommend using Roomstyler 3D Home Planner and Planner5d to help you imagine how a piece will look in your house.

In what currency are product prices displayed?

Currently, we ship only to US addresses and therefore product prices are displayed in U.S. dollars (USD) only. We hope to offer our products to customers worldwide soon.

Can I buy safely on Sevensmith?

Sevensmith allows you to buy unique, quality pieces directly from artisans worldwide. To be able to offer the highest security, we handle payments and act as an intermediary between yourself and the seller so that you can rest assured that we will always be here to help in the unlikely event that something goes wrong.

Can I pay securely on Sevensmith?

We take security very seriously. We do not store any of your financial information on our servers. Any other sensitive customer information is encrypted using secure socket layer technology (SSL) and stored on dedicated, secured servers. We are PCI compliant, have multiple security scans and adhere to industry best practices. All credit and debit card holders are subject to validation and authorization by both us and the card issuer, to maintain a high level of security and prevent fraud.

If you have an account with us, you can review your purchase history and past invoices anytime by signing in to your Sevensmith account and clicking on “My Orders”. It takes less than 30 seconds to create an account – all you need is an email address and password.

For more information on how we protect customer information, please refer to our Privacy Policy.

What are my payment options?

We accept the following debit and credit cards: Visa, MasterCard, American Express, JCB, Discover, and Diners Club.Visa, MasterCard, American Express and Discover credit cards.

If you credit card is a non-USD credit card, your bank may charge you currency conversion fees. Additionally, your bank may charge you an additional international transaction fee for these orders. For more information, please check with the bank that issued your credit card.

We cannot split payments between credit cards.

Will my credit card be charged immediately?

Yes, your credit card will be charged as soon as you submit your order. We will send you a confirmation email to let you know when this happens.

I have multiple charges on my credit card statement, but I only placed one order.

If you attempted to place your order more than once, all attempts will show on your statement as pending charges. Don’t worry, all declined charges will fall off of your statement within 3-5 business days since the funds were not withdrawn. Ultimately, you’ll just see the one successful charge on your statement.

Worried you may have ordered twice? Check your order history by logging in to your account here and clicking on the “My Orders”.

Do I have to pay sales tax on my order?

Whether or not you are charged sales tax on your order depends both on where the seller is located and on your shipping or billing address (the city, state and country).

Where do I enter a coupon or promotion code?

In order to use your coupon or promotion code:

  1. Add the product/s you would like to purchase to your Shopping Cart;
  2. Go to your Shopping Cart by pressing the cart button on the upper right hand corner of the screen and click “Proceed to Checkout”;
  3. On the Checkout Page, in your “Order Summary” click “Have a coupon or gift card?” (see screenshot below);
  4. Enter the promo code you have in the box that appears and click “Apply Coupon”.

How do I get help with paying for my order on the website?

We are happy to help you with payments for orders! Send us an email at [email protected] with your questions or to let us know about any problems and we will do our best to respond within 24 hours.

Because we value your security, we do not accept payment over the phone or via email.

Can I add items to an order I just made?

If you would like to purchase additional items, you can add the products you would like to purchase to your Shopping Cart and place an additional order.

If you placed two orders within 24 hours of each other that would have qualified for free shipping had they been placed as one order, email us within 24 hours of the second order at [email protected] with the order numbers of both orders (which can be found in the confirmation emails you received from us when the orders were placed) and we will refund you any qualifying amounts.

Can I cancel or change my order?

Since your orders are sent directly to the seller, it is difficult to cancel or change an order. But we will definitely try our best to do so!

If you need to cancel or change an order contact us as soon as possible after placing your order by sending us an email to [email protected]:

  1. Enter “URGENT – Change Order” in the subject line;
  2. Write in the body of the email which email address and name were used to place the order. If you have the order number, include that as well (the order number can be found in the confirmation email you received from us when the order was placed);
  3. Clearly state in the email exactly which product you would like to change or cancel (including the variation such as size or color, if relevant).

We will do our best to respond to you within 24 hours to let you know if we were able to cancel or change your order. If we are unable to cancel or change your order, you can return the product in accordance with our Return Policy and by following the instructions under “How do I return an item?” below.

How can I check the status of my order?

You can check your order status in two ways:

  1. As soon as you place your order, you will receive an email confirmation with your Sevensmith order number to the email address you entered when ordering. Use the order number in the email to track your order on our Order Tracking Page (you can always access this page by pressing on the  in the top right hand corner of any page on our site > “Order Tracking” – see screenshot below). If for some reason you did not receive an email, please check your spam folder and add [email protected] to your safe-sender list.
  2. If you have a Sevensmith account you can also track your orders from your “My Account” dashboard under “Track My Order”. You can log in to your Sevensmith account here (or by pressing on the  in the top right hand corner of any page on our site > “Login/Register”).

 

When your order ships, you will receive an additional email with your shipping tracking information. You can click on the tracking number in the email to get detailed information. The tracking number will also appear in your Order Tracking page (which you can access in #1 or #2 described above).

Please note that if your order includes products from more than one seller, you will receive multiple tracking numbers as each seller ships their products separately.

I have a question about my bill. What should I do?

We are happy to help with any questions you have about bills or payments. Just send us an email at [email protected] with your question or issue and we will do our best to respond to you within 24 hours.

CUSTOMS, DUTIES & IMPORT TAXES

What are customs duties, import taxes and customs clearance fees?

When a product is shipped internationally, it may be subject to customs duties, import taxes and/or fees imposed by the destination country, which will typically be due once the package arrives at the destination country. These charges can vary widely but are usually based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.

Who is responsible for paying customs duties, import taxes and fees?

You are responsible for paying any fees due when your products clear customs in your country,  such as customs duties, import taxes, and customs clearance fees and for complying with local laws and regulations with respect to your order.

Both Sevensmith and our Smiths are unable to predict which additional fees, if any, will be applied, and are not responsible for the collection, payment or determination of any customs duties, import taxes, customs fees or any other additional charges that may apply. We do not take any responsibility for delays caused by customs clearance.

Will I have to pay customs duties, import taxes or customs clearance fees on my order?

Sevensmith and our Smiths are unable to predict which of these fees, if any, will be applied.

Generally, products shipped through the international postal service is forwarded upon its arrival in the US to one of US CBP branches for clearance. Packages whose declared value is under $800 will generally be cleared without any additional paperwork prepared by CBP. If the item is less than $2,000 in value and is not subject to a quota or is not a restricted or prohibited item, a CBP official will usually prepare the paperwork for importing it, assess the proper duty, and release it for delivery. If any duty is owed, CBP will charge a processing fee for clearing the package. Duty and the processing fee are due at your local post office, where the package has been forwarded.

More information can be found on the U.S. CBP website.

SHIPPING, RETURNS and REFUNDS

How does shipping work on Sevensmith?

When you place an order on Sevensmith, each seller you have ordered from will package the product you purchased from them and ship it directly to you. Once the package has shipped, we will email you to let you know that your package is on its way and we will include a tracking number so that you can begin your package tracking!

Tracking numbers take up to 24 hours to become activated by the carrier’s tracking system, so if the link is not yet active when you receive our email, please allow 24-48 hours for the system to update.

Please note that if your order includes products from more than one seller, you will receive multiple tracking numbers as each seller ships their products separately.

Refer to our Shipping, Returns and Refunds Policy to find out more.

Do I qualify for free shipping?

If you buy 2 or more items from the same Smith (including 2 of the same product) in a single order, you will automatically receive free shipping on all items you purchase from that Smith. Please note that furniture, lighting and rugs are not eligible for free shipping. Once you qualify for free shipping, you can purchase as many items as you want from the same Smith in a single order and receive free shipping on all items!

For example, if you purchase 2 items from Smith A and 1 item from Smith B, all items you purchased from Smith A will ship for free and you will only have to pay for shipping on the single item you purchased from Smith B since you are only buying one item from Smith B. To receive free shipping on the item you purchase from Smith B as well, you simply have to add one more item from Smith B to your order and then you will receive free shipping on all items from Smith B as well. Since you qualify for free shipping, you can order as many items as you want from Smith A and Smith B and all items will ship for free.

Which countries does Sevensmith ship to?

At this time, we offer shipping to the 48 contiguous states. We do not yet offer shipping to Alaska, Hawaii, U.S. territories, U.S. rural addresses, APO/FPO/PO boxes or international locations, including Canada.

If there are specific items you would like to purchase and you live in a location we do not currently ship to, please contact us at [email protected] with links to the products you would like to purchase and we will do our best to arrange shipping to your location.

We hope to expand in the near future and offer shipping to more locations, so please check back with us regularly!

Do you ship to Alaska, Hawaii, P.O. box addresses or rural postal/zip codes?

At this time, we offer shipping to the 48 contiguous states. We do not yet offer shipping to Alaska, Hawaii, U.S. territories, U.S. rural addresses, APO/FPO/PO boxes or international locations, including Canada.

If there are specific items you would like to purchase and you live in a location we do not currently ship to, please contact us at [email protected] with links to the products you would like to purchase and we will do our best to arrange shipping to your location.

Can I ship items to multiple addresses?

Sure, but you will have to submit separate orders for each shipping address. During the checkout process at Sevensmith, you can only select one shipping address. If you want to send items to different addresses, please place a separate order for each shipping address.

How do I change my shipping address for future orders?

In order to save your shipping address in our system, you have to first create a Sevensmith account. You can easily create an account here.

If you already have a Sevensmith account, you can log in to your Sevensmith account here (or by pressing on the  in the top right hand corner of any page on our site).

To change your shipping address, click on “Billing & Shipping Addresses” > under “Shipping Address” click “Edit” > enter the shipping address you would like to use for future orders > click “Save Address”.

When will my order ship?

Many orders ship within five (5) business days of purchase. Shipping times may vary due to availability of merchandise or local holidays. Orders are not shipped on local weekends or holidays (which vary based on country). If the Smith needs time to make your piece, the product will have a “lead time” quoted which indicates the time necessary to prepare your product. We will email you as soon as your order ships with tracking details.

How can I check the status of my order?

You can check your order status in two ways:

  1. As soon as you place your order, you will receive an email confirmation with your Sevensmith order number to the email address you entered when ordering. Use the order number in the email to track your order on our Order Tracking Page (you can always access this page by pressing on the  in the top right hand corner of any page on our site). If for some reason you did not receive an email, please check your spam folder and add [email protected] to your safe-sender list.
  2. If you have a Sevensmith account you can also track your orders from your “My Account” dashboard under “Orders”. You can log in to your Sevensmith account here (or by pressing on the  in the top right hand corner of any page on our site).

When your order ships, you will receive an additional email with your shipping tracking information. You can click on the tracking number in the email to get detailed information. The tracking number will also appear in your Order Tracking page (which you can access in #1 or #2 described above).

Please note that if your order includes products from more than one seller, you will receive multiple tracking numbers as each seller ships their products separately.

Why is the tracking number I received from Sevensmith not working?

Tracking numbers take up to 24 hours to become activated by the carrier’s tracking system, so if the link is not yet active when you receive our email, please allow 24-48 hours for the system to update.

My order did not arrive. What do I do?

You can check where your order is by looking it up by tracking number; it may be held up at your local post office or delivered to your neighbor. If you ordered pieces from different sellers, each piece will arrive in a separate shipment as each seller ships their product separately.

Your tracking number can be found in the email we sent to you letting you know that your order shipped. You can also find your tracking number by looking up your Order Status. When you placed your order, you received an email confirmation with your Sevensmith order number to the email address you entered when ordering. Use the order number in the email to check your order status on our Order Tracking Page (you can always access this page by pressing on the  in the top right hand corner of any page on our site). The tracking number/s for your order should be listed in your Order Status page.

If you are still having trouble tracking down your order, email us at [email protected] and we will be happy to help you out!

We aim to get your order right every time (and we’re usually pretty good about it), but mistakes sometimes do happen and we’re sorry it happened to you. If we have made a mistake, we will do everything we can to make sure you receive the item you ordered as soon as possible.

My order arrived but is missing an item, or contains an incorrect item. What do I do?

Please note that if you ordered products from different sellers, your order will arrive in several shipments as each seller ships their products separately. You can see which products will arrive from each seller by looking up your Order Status. When you placed your order, you received an email confirmation with your Sevensmith order number to the email address you entered when ordering. Use the order number in the email to check your order status on our Order Tracking Page (you can always access this page by pressing on the  in the top right hand corner of any page on our site). The status of each product will be listed in your Order Status page.

If after receiving all of your boxes, you are still missing an item or if you received an incorrect item from a seller, please email us at [email protected].

We aim to get your order right every time (and we’re usually pretty good about it), but mistakes sometimes do happen and we’re sorry it happened to you. If we have made a mistake, we will do everything we can to make sure you receive the item you ordered as soon as possible.

The item I received is defective. What do I do?

Quality is our highest priority. If your piece is defective, let us know within 14 days of receiving it by following the instructions for returning an item below under “How do I return an item?” and under “Reason for Return” make sure to select “Defective Piece.” We will let the seller know immediately and will do our best to have the seller ship a new identical piece to you right away, at no cost to you (given the limited quantities of many of our products, a replacement may not always be possible).

If you prefer to return the piece for a full refund, make sure to select “Return for Refund” instead of “Replacement Item”.

What is your return policy?

Sometimes things just don’t work out, we get it. If you’re looking to make a return, breathe easy! We make it simple. You can return any item within 14 days of receiving it, no questions asked! (Except for custom made, customized, personalized, bespoke and made-to-order items which cannot be returned or exchanged since they are made by the seller specifically for you.)

To return an item, please follow the instructions below under “How do I return an item?”

How do I return an item?

You can return any item within 14 days of receiving it, no questions asked! (Except for custom made, customized, personalized, bespoke and made-to-order items which cannot be returned or exchanged since they are made by the seller specifically for you.)

To return an item:

1. (a) If you have a Sevensmith account: log into your account here, go to “My Orders”, select the relevant Order and press “Return Items” (see screenshot below);

(b) If you do not have a Sevensmith account: enter your order number and email address that you used to place your order in our Order Tracking Page (you can always access this page by pressing on the  in the top right hand corner of any page on our site > “Order Tracking”) and press “Track” (your order number can be found in the email confirmation you received from us when you placed the order). On the next screen, press “Return Items” (see screenshot below);

2. Select which product in the order you would like to return and the quantity (see screenshot below);

3. Fill out the return form;

4. Place the item(s) you want to return in a shipping bag or box. Make sure you package the items well, as we are not responsible for any damage caused to the item while in transit;

5. Send the item directly to the seller that made the item. The shipping address is listed in your “Return Items” page next to the product you are returning (see screenshot below). Items should not be sent to Sevensmith. Please note that if you are returning more than one item, each item must be returned to the seller that made it;

 

6. Make sure to get a tracking number from your post office or shipping carrier;

7. Enter the name of the shipping company you used and the tracking number on your “Return Items” page next to the product you sent (see screenshot below).

8. Once your return has been received by the seller, and the seller confirms that the piece is unused, in new condition and in the original packaging, we will issue your refund. You can check the status of your return by going to by going to the “My Orders” page (see Steps 1(a) and 1(b), above) and clicking on “View Return Status” (see screenshot below). You will be forwarded to the “Return Items” page where you can view the return status under the “Status” column (see screenshot below).

Custom Made / Customized / Personalized / Bespoke / Made-to-Order Items.

Custom made, customized, personalized, bespoke and made-to-order items cannot be returned or exchanged since they are made by the seller specifically for you.

How do I get a refund for an item I purchased?

Refunds will be given for the full amount paid for products returned within 14 days of receipt if the product is unused and in original condition. Please note that if you paid for shipping when you ordered the item, we are unable to refund the original shipping cost.

Once we have received your package, your refund will be processed within 5-7 business days. You will be notified via email (at the email address you entered when your ordered the product) both when the package is received and again when the refund is processed.

Please note that your banking institution may require additional days to process and post the refund to your account once they have received the information from us (typically 1-5 business days).

Other questions regarding Shipping, Returns and Refunds?

Check out our Shipping, Returns and Refunds Policy for more information.

PRIVACY and SECURITY

What is your privacy policy?

We strongly value your privacy. You can find our Privacy Policy here or at the footer of any page on our site.

Is ordering over the internet secure?

Yes. We’ve done the utmost to ensure that all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. Secure Socket Layer (SSL) encryption is used for every transaction to encrypt the transmissions from our e-commerce servers as well as from your computer.

More Questions? See our Shipping and Returns Policy, or email us at [email protected].