Delivery and Returns
Standard Delivery cost is £3.95 using MyHermes this includes Pick and Pack, Packaging and Delivery Costs) for all items apart from our Pet Bowls which are £6.95 due to their weight and sinks which are sent with DPD at £29.95.
We are a small team and send parcels twice a week on a 2 to 5 day service with MyHermes. Please let us know if you need an order for a specific date and we will do our best to prioritise it.
At present we can send orders anywhere in the UK. For any requests outside this area, please contact us or email firstname.lastname@example.org.
We'll email you to let you know when your order is dispatched, including the parcel tracking number so you can keep updated with its progress.
If you have any queries once your order is placed, please contact us or email email@example.com using your name and order number in the header of your email. This enables us to respond to you as quickly as possible.
Click and Collect
We are pleased to offer free Click and Collect from our Walthamstow Store. Collections days are Friday to Sunday during standard opening hours. Standard time for your order to be ready is 2-4 working days (apart from pre order or longer lead items). Stock may be offsite at our workshop, so please do wait for an email confirming your order is ready to collect prior to coming to collect it. Please bring your order number and id for collection.
We hope that when you receive your order, you love everything you've ordered, but we understand that there are times when you may want to arrange a return.
If you’re not 100% happy with your purchase, you can return it to us in its original condition and original packaging with a completed returns form within 14 days of receipt for a full refund, excluding delivery fees.
The cost of returning items to us is your responsibility and you remain responsible for items until we have safely signed for them.
Please take care to keep all packaging as we can only accept returns with the original packaging.
Please ensure you include the completed returns form to help our team identify your order. It takes up to five days to process a return though this may be longer without a completed returns form.
Returns should be sent to:
Smith & Goat Returns
Unit C2, Lea Road Trading Estate, Waltham Abbey, EN9 1AE
You may also return standard sized items in person but please check ahead for opening hours.
You will receive a refund confirmation email. It can then take up to five days for your card provider to place the money back into your account, although it can be quicker. If you can let us know a return is on its way by emailing firstname.lastname@example.org, it may also speed up the process.
Refunds can only be made back to the original method of payment.
Only full priced items may be refunded. Unfortunately sale items cannot be refunded and we will offer a credit note to the same value instead.
Whilst we take the utmost care with our products and deliveries, occasionally problems do occur. If you believe the product you have received is faulty, please contact us to organise a replacement or return.
We also ask that you do not return a faulty item without contacting us first so that we can look out for it and resolve any issues as quickly as possible.
If an item is agreed to be faulty or defective, you will not be responsible for covering the returns postage cost.
We are unable to offer an exchange service. Should you change your mind on your purchase, please complete the returns form and contact us to advise us about the return.
You can then purchase the new item via our website.
Please note that you are responsible for the returns postage cost and the item itself until it is safely signed for by us.