Returns & Exchanges

Returns made simple

Something not quite right? Select your region below and we'll guide you through every step — from registration to refund or exchange.

14-day return window
Free exchange
Unused condition
Refund within 14 days
Before you start

Is your item eligible?

Please check these conditions before sending anything back. If you have further questions, contact us at support@smile-surfwear.com.

Eligible for return
  • Unused, same condition as received
  • All original tags still attached
  • Return filed within 14 days of delivery
Trying the hat on to check the fit is of course totally fine — just make sure it hasn't been used in the water.
Not eligible for refund
  • Sale / clearance items (exchange only)
  • Final sale items · Gift cards
  • Used products (worn in the water)
Damaged or faulty item?
If your product is damaged or faulty, please click here before sending anything back. We replace damaged items free of charge — no return form needed. If you need more assistance, please contact us at support@smile-surfwear.com.
Select your region

Where are you returning from?

All returns and exchanges are registered via our online returns portal, regardless of your location. There you can create a return label and select whether you'd like a refund or an exchange. For exchanges, your new order is automatically processed once we receive your return.
European Union
DPD · DHL · La Poste
Go to returns portal
Switzerland
Swiss Post
Go to returns portal
United Kingdom
Royal Mail · DPD
Go to returns portal
Australia
Australia Post
Go to returns portal
USA & Canada
USPS · UPS · Canada Post
Go to returns portal
Rest of World
DHL Express · Local carrier · UPS
Go to returns portal
The process

How returns work

Three steps from registration to resolution.

1
Register your return

Use the returns portal and select refund or exchange — for exchanges, note your new size.

2
Send the package

Pack the item unwashed and with all tags attached. Include the form and send to the hub as mentioned in the form using a tracked carrier.

3
Refund or exchange

You'll receive an automatic email once we inspect your return. Refunds are issued within 14 days. Exchanges ship immediately.

Important — please read before returning

Items must be unused and with all original tags attached. Trying the hat on to check the fit is of course totally fine — just make sure it hasn't been used in the water.

Size exchange re-shippings are covered by SMILE. Return shipping is at the customer's expense — always use a tracked service. SMILE is not responsible for returns lost or damaged in transit. Keep your tracking details until your return is processed. Shipping fees are non-refundable. Customs duties for international returns are the customer's responsibility.

Questions? support@smile-surfwear.com or use the chat tool bottom-right.

Policy details

Exceptions & non-returnable items

Not eligible for refund

  • Custom-made or personalised items
  • Sale or clearance items (exchange only)
  • Items marked as final sale
  • Gift cards & downloadable products
  • Used products (worn in the water)

Local reseller purchases

  • Return to the authorised SMILE reseller directly, but contact our support team beforehand
  • The same 14-day and unused condition policy applies
  • Original shipping fees are non-refundable
Questions

Frequently asked questions

You have 14 days from the date of delivery to file your return. Please register via the returns portal before sending anything back.
Yes — exchanges are free. In the portal, select exchange instead of refund and note your new size. We ship your new item as soon as we receive yours. However, you need to pay for the return label to send back your hat.
Once we receive and inspect your return you'll get an automatic email notification. If approved, your refund will be issued to your original payment method within 14 days. Your bank may take a few additional days to reflect it.
If your product is damaged or faulty, please click here before sending anything back. We replace damaged items free of charge — no return form needed. If you need more assistance, please contact us at support@smile-surfwear.com.
Yes. The return shipping is at the customer's expense. Only for size re-shippings SMILE will pay for the new shipping to the customer, but returning the product to us is at the customer's expense. Always use a tracked service.
Sale and clearance items are eligible for exchange only, not refund — unless the item arrived damaged or faulty. The same unused condition and 14-day window apply.
Yes — you can return to the authorised reseller directly, but you have to contact our support team beforehand at support@smile-surfwear.com and we'll assist you. The same 14-day and unused condition policy applies.
Need help?

Still have questions?

Reach us at support@smile-surfwear.com or use the chat tool — we'll get back to you as soon as possible.

Contact us