FAQs

For our Australian customers, we now offer Afterpay as a method of payment in four equal monthly instalments. You can choose this option on the Billing & Delivery page when finalising your details.

Learn more about Afterpay here: www.afterpay.com/en-AU/how-it-works

* AfterPay is available on orders from $200 to $1500 (dependant on your AfterPay account).

Yes, you can! 

Full priced items can be returned for a full refund, store credit or exchange. 

Sale items can only be returned for an exchange or store credit. 

All items must be returned within 14 days from delivery and in original condition. 

See our Shipping and Returns page for more. 

 

Absolutely! Our fantastic Smitten team love a good gift wrap! :-) We have the option of FREE gift wrapping for your order.

Simply check the Gift Wrap option on the Billing & Delivery page when confirming your order. 

Yes. Unless an item is faulty, you are responsible for the cost of returning your items back to us.

We recommend you use a postal service that includes tracking.

When exchanging goods, we will cover the cost of the first return back to you (Australia only). Any subsequent exchanges will incur a $10.00 fee (Australian address). International postage costs for exchanges will vary depending on country. Please contact us for further details prior to requestring an exchange.

Yes! All our Australian parcels are sent via a fully tracked Australia Post eParcel service. *

International orders are sent via an Australia Post Express Courier service.

Once your parcel has been collected from Smitten HQ, you should receive an email from Australia Post containing tracking details and Safe Drop options. These emails can sometimes be caught out by Spam Filters and end up in your Junk Mail folder, so please check there if you have not received one. Parcels can be tracked via the Australia Post website.

 

* Smaller orders such as single beanie or headband may be sent via regular mail.

Our superfine merino wool garments are all machine washable on a cool to warm gentle wool cycle. It is best to avoid biological detergents and stain removes that can be harsh on delicate woollen products.

See Fabric Care for more. 

NOTE: As they are a heavier knit, our Smitten Chunky Knits are not recommended for machine washing. Please hand wash only.


We have two delivery options for your Smitten order.

Free! Standard postage for all Australian and New Zealand addresses, please allow 3 to 10 business days.

Quick! Express postage is $10 and is regularly 24-48 hour delivery to all major Australian cities (allow an extra day or two for more remote locations) 

 

All packages require a signature on delivery.  

If you would like your package to be left without signature, please request this in the Shipping Instructions box during checkout.

Alternatively, Australia Post allow customers to alter their safe drop location from their tracking information email.  

International orders may be subject to your country's import duties and taxes, which may be levied once a shipment reaches your country. Unfortunately we have no control over these charges. As import limits and customs duties vary so much from country to country, we cannot predict what these charges may be. For details of Customs charges please consult your own Customs Authorities website for the latest rates.

Additional charges for customs clearance must be borne by you;  We are unable to reimburse any costs incurred regardless of the circumstances.

Please note: It is a legal requirement that we declare the full value of the goods (including shipping charges) on all packages. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask, or expect us to do any of the above.

We accept all forms of debit and credit cards apart from American Express.

Our website is set up to securely take PayPal payments and for our Australian customers, we are now also accepting AfterPay on orders over $200.

Pre-Order applies to items that are not currently in stock but are in the process of being produced.

We accept upfront payment.

Items purchased in the same order will be sent separately  to Pre-Order items. 

All Pre-Orders are dispatched within 24 hours of arriving at Smitten HQ.

We pride ourselves on getting your orders to you quickly and aim to process all orders within 48 hours of receiving them, but please allow extra time during promotion and peak periods. 

Our Quick! Express Delivery option is regularly next-day to major cities (and 2-3 business days to more rural locations).

Right here, on our website! Alternatively, you can give us a call on (03) 6212 0197 and we can process your order over the phone.

If you are a Tasmanian local - or on holiday down here - why not pop in to our Smitten Boutique! We are located on 47 Sandy Bay Road, Battery Point. A five minute walk from Salamanca! We have a great range of new season items and best sellers in stock. For a more personalised styling session or to try on a specific range, please call ahead on (03) 6212 0197 to check availability. 

All our superfine merino wool items are proudly made right here in Tasmania, Australia. 

Our Chunky Knit items are made for us on mainland Australia. 

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