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faq

F.A.Q

WHAT IS SMART BANDIT ?

Smart Bandit is a marketplace proposing sustainable fashion brands for children. At Smart Bandit you can return an item to the shop whenever you feel it doesn’t fit anymore. We call this possibility the Phoenix service.
An item becomes too small? Your second child is a boy following a girl? You just want to change your kids’ wardrobe? Return the item and you receive a voucher amounting to 20% of its original price of the item. Let’s say you buy a €60 sweater. If you ever want to return it, you can receive a €12 voucher to spend on your next sustainable purchase.

And no, there’s no time limit. You can keep your item for years and use it for your first and third child. If it’s still in good condition, you can always return it.
Just make sure to follow our chart.

HOW DOES THE PHOENIX SERVICE WORK?

In your account you will find your order history. When you decide to return an item, you choose the order on which the item is referenced. Print that order and indicate which item you are returning.

Then you send us an email with your name and address and how many items you are returning.

Depending on the weight of the items you return, we will email you a return label to place on your box – free of charge, it’s on us!  Don’t forget to add the printout of the order where you indicated the item(s) you are returning. We will then erase the item you are returning from our database.

Once we receive the box with the items, we will check that the items correspond to our chart. If so, you will immediately receive a discount code for you to use on your next purchase. If your items correspond to our chart, we will put them back on sale in our second hand section.

If not, we regret that you and we went through all that trouble.

Two choices are available:

  1. We keep the item but do not send you a discount voucher. The item will consequently not be placed in the second hand section.
  2. We send you the item back; but you will have to pay for shipping.

The discount vouchers can be used as follows:

Vouchers between €5 and €10 – minimum order of €30

Vouchers between €11 and €20 – minimum order of €60

Vouchers between €21 and €30 – minimum order of €90

Vouchers between €31 and €40 – minimum order of €120

Vouchers above €41 – minimum order of €175

You can only use one voucher per order. Accessories may not be returned. Vouchers are valid for a period of 6 months.

IF I WANT TO MAKE A GIFT, HOW CAN THE RECIPIENT BENEFIT OF THE PHOENIX SERVICE?

Don’t worry, we have got it all sorted out! At the check-out just indicate it’s a gift and if you want it wrapped. You will receive two different invoices in your parcel, one for you, one for the recipient. If the recipient wishes to return the item, she or he will just have to email us and indicate the reference on the invoice. The same rules apply: when returning an item, make sure the chart has been read and if the item is in good condition, she or he will be credited with 20% of the original price of the item.

WHERE DO YOU DELIVER ?

We deliver everywhere in the world but only customers in Belgium are eligible to return second hand clothes and benefit from the Phoenix service.

WHAT IF THE ITEM DOESN’T FIT ?

If you want to return an item that is too small or is not what you expected, you may send it back within two weeks after you have received your parcel. Make sure the tags are still on the item and place it in the original packaging. Once it is returned, we will refund you.

WHAT ABOUT SHIPPING COSTS ?

For Belgium: €5 shipping costs for orders under €70 (equal or above €70: free).
For Europe: €10 shipping costs for orders under €120 (equal or above €120: free).
For countries outside the EU: €20 shipping costs for orders under €170 (equal or above €170: free).

If your delivery address is outside the EU you may have to pay import fees and tax on delivery. Import fees vary widely across the world, so please contact your local customs office for further details. We cannot control what happens at customs. Smart Bandit is not responsible for custom charges and duties.

CAN I SEND BACK SECOND HAND CLOTHES I BOUGHT AT SMART BANDIT AND BENEFIT FROM THE PHOENIX SERVICE?

As we don’t impose a time limit on returns of the clothes and we encourage you to use the item in your family circle as much as possible we do not accept returns of second hand clothes.

WHAT ABOUT SALES AND PHOENIX SERVICE?

We organize sales like any other webshop and the same rules apply: if you buy a sweater on sale and return it, you receive a voucher of 20% of the sale price.

HOW DO I KNOW WHICH ITEMS ARE ELLIGIBLE FOR SECOND HAND SALES RETURN (KNOWN AS PHOENIX SERVICE)?

The principle is simple: at Smart Bandit you have no time limit to return the items, as we encourage the circulation of children’s clothing among family and friends. If your item is still in good condition, feel free to return it.

But before returning the garment, just ask yourself: would I buy this piece of clothing for 20% of the original price I bought considering its condition? Let your common sense be your guide. 

However, if you can’t decide whether the item is ok to be sent back or not, here are some tips:

  1. Make sure to wash the items before returning – the smell of an old carton is a no no
  2. We don’t accept stains, torn clothes or broken zippers. If a button is missing, we will replace it.
  3. Don’t return half of any pajamas but both top and bottom.
  4. We don’t like names to be written on the clothing tags, so here’s what you do: if your child tends to forget his sweatshirt at school and you hope for someone to put it in the lost and found box, use a name tag to sew somewhere inside the garment. Later on, you can easily remove it if you want to return it to us.
  5. Don’t cut off the brand label or the washing instructions – getting minor brands passed around is important to us and knowing how to respect the washing conditions of the clothes will make them last longer.
  6. Look at the garment, sit back and consider yourself buying it second hand at Smart Bandit in second hand: would you buy it or not?

If however, after we receive your item at Smart Bandit, we consider the item to be unfit for our second hand section, we offer two options:

A. We keep the item but do not send you a discount voucher. The item will not be placed in the second hand section
B. We send you the item back but you will have to pay for the shipping costs.