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Shipping and return

 

 

 

Shipping Policy

Until Sunday July 22, we offers Free Ground Shipping on all orders with a Fresia Purchease. 

We are pleased to offer complimentary ground shipping for U.S. online orders over $150.

Complimentary Ground shipping is only valid for shipping addresses in the United States excluding Alaska, Hawaii, Puerto Rico and other US Territories.

For orders shipping to Alaska, Hawaii, Puerto Rico and other US Territories, please contact Customer Service by email at customers@us.smnovella.com or by phone at 844-667-9425.

We do not ship orders to P.O. (post office) boxes. 

All orders take approximately 24 to 48 business hours to complete and are processed Monday through Friday. Orders placed after 9am EST will be processed on the next business day. The following shipping options are available:

  • UPS Ground
  • 2nd Day Air
  • Next Day Air

If you are a Canadian client the shipping fee that you see on the checkout page does not include a possible brokerage fee or duties that you could be charged when you receive the package.  Santa Maria Novella is not responsible for those fees and they are not reimbursable by SMN.

 

Messenger service is available Monday through Friday for deliveries within Manhattan. Please contact Customer Service by phone at 844-667-9425 for further assistance.

 

Return/Exchange Policy

We are pleased to offer complimentary returns for products returned in original and sellable condition, but in the case of exchanges, shipping fees will be charged. Return/Exchange instructions and a UPS return shipping label will be included in the package.

Product(s) purchased in the U.S. and Canada on buy.smnovella.com may be returned for a refund or exchange if the products are returned in their original and sellable condition within 15 days from the date the package was received, along with a copy of the Sales Receipt and completed Return/Exchange Form. Gift recipients are entitled to a nonrefundable merchandise credit in the form of a gift card. 

We have a very strict return policy and all items returned not in original and sellable condition the client will be charged for the shipping expense of the returned item. Original shipping fees are not refundable.

Please contact Customer Service by email at customers@us.smnovella.com to obtain a Return Merchandise Authorization (RMA) number, which must be included in the Return/Exchange Form. No returns of any type will be accepted without an RMA number.

Returns may be mailed back to Santa Maria Novella USA using the UPS return shipping label included in the package or at a Santa Maria Novella shop in the U.S if you have contacted customer service already. Please contact Customer Service by email at customers@us.smnovella.com for further assistance. No return will be accepted that hasn’t contacted Customer Service first to authorize the return/exchange.

Australia

Refunds & Exchanges

Santa Maria Novella does not offer refunds for ‘change of mind’ (i.e. if you decided you did not like the purchase or if you had no use for it) or under any other circumstances where the product is not faulty or defective.

Faulty or Defective Products 

If you believe you have received a faulty or defective product from us, please contact us at customers@us.smnovella.com to notify us within 7 days of delivery. If in our reasonable opinion and based on your description to us the product appears be faulty or defective, we will request for you to return the product to us and we will inspect the product. If we agree that the product has a major fault (other than through abnormal use), we will contact you and you may choose to either receive a refund or to have the product replaced. Unfortunately, we cannot provide a refund or replacement of the product where the product has sustained damage due to abnormal use. 

Exchanges

Santa Maria Novella offers exchanges of products within 7 days of delivery. Exchanges will only be allowed where ordered products are kept unopened in their original packaging and are in a resalable condition shipping cost at your expense.

If you wish to exchange a product, you must first contact us at customers@us.smnovella.com to notify us. If an exchange is approved, you shall be responsible for packaging and sending the original product back to us and shall bear all of the costs associated with this. If an exchange is not approved you will have the choice to either receive the same product at your cost of shipping.

Once the original product has been received by Santa Maria Novella, we will send out the exchange product to you as per our standard Shipping Policy. You shall bear the standard delivery costs associated with this.


No Cancellation or Changes

Please carefully check to ensure that all details in your order are accurate prior to finalizing your purchase at check-out. Santa Maria Novella does not accept or accommodate changes to your order or delivery details once the online purchase transaction has been completed.