Questions and Answers
Find answers to your questions here or please contact our service team on
(02) 800 50 177 or email lucy@smow.com.au
1. Payment
Which payment methods are available?
- Advance payment with 3% discount (EFT)
- Credit card (Visa and MasterCard)
- PayPal
- Invoice (reserved for loyal customers)
SMOW Australia Pty Ltd reserves the right to request an alternative payment method.
What is advance payment with 3% discount via EFT?
We can offer a 3% discount when you pay for the order in advance by bank transfer (EFT). Following the placing of your order you will receive an email with all the information necessary to allow you to process the bank transfer. The 3% discount will be automatically deducted from your invoice. As soon as we receive the payment the order will be dispatched, assuming that the goods are in stock. A bank transfer generally takes 1-2 days to be completed; an international transfer generally takes 3-6 days.
Which credit cards does smow.com.au accept?
We accept Visa and MasterCard. In addition to the card holders name, the credit card number, expiry date and security code, some card issuers require a Secure Code. With eWay the risk of fraudulent card use should be minimised. Each card issuer has a Secure Code process; please check with your card issuer if you require more information. Please note: For technical reasons all credit cards are charged at the point of ordering, and all stocked items will be dispatched as soon as the order process has been completed.
Can I pay via PayPal?
Yes, during the payment process you will be re-directed to PayPal to process the payment.
I have a project can I get a quote?
If you need a quote just call 02 800 50 177 if you want to discuss your project or email alan@smow.com.au.
Can I order by an official purchase order?
Registered companies as well as individuals can order products on receipt of an official purchase order by email. A deposit of 50% will be required when and the balance payable on or before delivery.
Must non-Australian domiciled customers pay Australian GST?
Deliveries to customers within Australia are liable for Australian GST (current rate 10%). When the products are being delivered and consumed outside Australia, no Australian GST is chargeable and an invoice will be supplied which will exclude GST.
2. Delivery
What are the delivery options?
For smaller products we ship by DHL/ Australia Post, and other delivery services, this charge is included in the price of the goods and is noted in the website as “free shipping Australia wide”. These items are delivered they may require some assembly, although Moormann products have been designed to be easily assembled without the need of tools and screws. An assembling instruction would be part of the shipment. (“free shipping Australia wide” means metropolitan areas within Australia)
Larger items can be picked-up at our Sydney facilities or our customer care team can quote you for delivery or delivery and installation.
Is express delivery available?
If you require your product quicker than normal, please contact our customer care team in advance to organise an express delivery. Extra charges will apply.
What are the expected delivery times?
Goods when in stock are generally dispatched within 24 hours of completion of payment. They will either be dispatched directly from our warehouse in Germany or from our stock in Australia. To keep our costs competitive, most of our smaller items will be shipped directly from our German warehouse which will take approximately 4 weeks.
You will be advised of the approximate delivery date via email on receipt of your order. Larger pieces or multiple items for projects may not be in stock and will have to be manufactured. In general the manufacturing will take 3-6 weeks, depending on the nature of the product. An estimate of the expected delivery date will be advised and as soon as we have a confirmation of shipment.
Will I be informed prior to delivery?
The shipping method depends on the ordered goods. Deliveries with DHL/Post take place Monday – Friday and are not announced in advance. Larger items you will be contacted in advance to confirm a delivery and or for items that need assembly an install time and date.
What should I look out for when I receive my products?
Upon receipt of the product please check the packaging for any obvious signs of damage and report this on the delivery note. In addition please contact our customer service team. Should upon unpacking of the goods any previously undetected damage be found, please contact our customer service team. All damages must be reported within 7 days.
3. Returns, exchanges, cancellations
Have I a right to return goods?
Purchasing from SMOW is risk free so should you wish to return your order, please call or email us within 14 days of purchase. If we are unable to further assist you, we will process a refund upon timely receipt of the goods purchased, as long as they are unused and in their original packaging. This right to return does not apply to objects specially produced to meet the customer’s requirements or for price reduced items. The shipping cost to return the items will be your obligation. The refunds will be processed promptly and payment made by the same method that you made payment. Refund payments may take up to 7 business days to be received.
How can I cancel my order?
To cancel orders please contact our customer service team who will advise. Please note objects specially produced to meet the customer’s requirements cannot be cancelled.
Have I right to exchange?
Should an ordered item not meet your needs and/or expectations you have right to exchange it within 14 days. Please contact our service team with details of the exchange required. Following the return of the original item, the new item will be dispatched. This right of exchange does not apply to items specially produced to meet the customers’ requirements or for price reduced items. The shipping cost to return the items will be your obligation.
How do I organise a return?
Before returning any item please contact our customer service team who will organise the procedure. With all returns please note the following:
- Please always use the return label as supplied by (smow)
- Ensure that the goods do not show any signs of use or other damage and are returned in the original packaging
- Please include the invoice or a copy of the invoice with your return
- The shipping cost to return the items will be your obligation.
Should you fail to regard any of the above points your rights could be limited and (smow) reserves the right to invoice the customer for any additional costs involved. Following receipt of the goods, the purchase price will be refunded. With credit cards, please do not cancel the payment as this will incur additional costs.
What is the process for reporting damage to goods or missing items?
Please contact our customer service team as soon as possible. In cases of quality defects we will organise the return and/or exchange of the goods. In cases of transport damage please note any damage to the packaging directly on the delivery note. In cases where the goods are clearly damaged you can also refuse to accept the delivery. In such cases please advise our customer service team immediately.
4. Order process
I have a coupon. How can I use it?
After you have placed your order in the basket proceed to the checkout. There you have the option to enter your coupon number. By clicking the “Redeem Coupon” button the coupon will be activated.
My coupon code was not accepted. Why not?
(smow) coupons are generally bound by specific conditions. Some coupon codes must be used in a specific time period, others, for example, involve a minimum order value. Please check that your order agrees with any conditions. Only one coupon can be used per order and a cash alternative is not possible. Please also note coupons cannot be applied to orders already placed.
My password does not work. Why not?
If you are a new customer please register by filling in all the required fields. You can then set a password. If you are already registered, request a password reminder, and still cannot log in, please contact our customer service team.
5. About (smow)
Does (smow) also have showrooms where I can view products?
(smow) Australia currently has a showroom in Manly, Sydney. Please see our location map. Please be aware that not all articles at the online shop can be viewed. If you have specific wishes, please contact customer care. There are showrooms in Stuttgart, Leipzig, Chemnitz, Erfurt, and Cologne in Germany.
Do you have a catalogue?
PDF of Individual products can be downloaded. If you would like a copy sent to you please contact our customer care team.
Are the products you offer originals?
All products offered on smow.com.au are new, original products of the respective producer and licensed from the respective designer. The majority of the products offered by (smow) are produced in small and medium sized factories in Germany, Switzerland, Italy, and Denmark.
Can I source spare parts from (smow)?
Many producers provide spare parts and/or can arrange a repair service. Please contact our customer care team for full details. Please be aware, to ensure the correct spare part we require accurate information as to the product and its production year. In such cases pictures often help.
