NEW RETURNS ADDRESS!! Sensory Smart Returns, Unit E, Concorde House, Union Drive, Sutton Coldfield, West Midlands, B73 5TE

Terms and Conditions


Our Guarantee

The Sensory Smart Store is family-run and all started with us finding solutions to help our own sensitive kids.  Our priority first and foremost is always comfy customers, and we want you to be happy with your shopping experience. However, sometimes things don't go to plan.

Every business needs terms and conditions and we strive to keep ours reasonable and fair.  We take our responsibilities very seriously and want to be here for a long long time.  If you are uncertain about any aspect of this lovely bedtime reading, please do get in touch.

Cancellations Policy

We seek high quality products and road test them to ensure they meet our standards.  Our merchandise should always be free of manufacturing defects.  We will accept any faulty item for refund or exchange within 30 days of purchase. Failure to contact us within this acceptable return period will be deemed to be acceptance of the product.

You have a right to cancel your order from when it is placed and paid online to within 14 days of receiving it.  If you catch us before the order is dispatched we can process a full refund.  If your order has already been dispatched when you cancel we will need to wait for its return before we process the refund - in this instance you would be responsible for paying the return post.  In the instance of cancelling after dispatch it would be deemed reasonable that we deduct the postage paid originally from the refund. Please contact us by email if you have any concerns about this, including your order reference, if unsure, please always get in touch.  We recommend you get proof of post or signed for post service for returns.

Returns/Exchanges Policy

Due to the nature of some of our products, hygiene is a consideration.  Therefore, no returns can be permitted on hair brushes or toothbrushes. Our policy on all intimate underwear (socks and briefs) is that it must be in a new and unused condition complete with all original tags and labels attached and most importantly clearly unworn. So please always double check sizing and preferences before ordering. Where refunds are not possible we usually offer store credit to assist with exchange or alternatives.  

Returns are permitted on all other items as long as they are in new, unwashed condition, unaltered, and still have the original tags and product packaging (Does not have to include the original postal bag just the packaging on the goods).  They must be in reasonable, saleable condition.  Please allow 3-7 working days for returns processing.    Where items are returned in poor condition, or without packaging we reserve the right to offer store credit only, or to charge a restocking fee of up to 25%.  We are a small independent and ask that you please open items carefully if you do not know if you will keep them - little things like this really help us out in these uncertain times.

The Sensory Smart Store is not able to accept liability for failure to comply with care instructions suggested for items sold.  We always recommend you make yourselves familiar with care information for any product.

Sale and clearance merchandise are not eligible for returns.  These items can be exchanged for store credit or against other items.

Please DOWNLOAD PRODUCT RETURNS FORM HERE> if you want to return a product. Or from our contact page.  If you have a pop up blocker you may need to allow pop ups for our website to get the form. You can print and use this form for returns, exchanges or quality issues.

You remain responsible for any returned goods until they reach us, so please consider using a Recorded Delivery service or obtain a free proof of posting certificate at the Post Office.  We are not responsible for shipping costs on returned product except when defective or if otherwise agreed in advance,in which case we would supply you with a prepaid label.  We are not held responsible for product returns that are damaged or lost in transit.  But again, we always try and help you locate and replace or make claims through the appropriate channels.

There are sometimes circumstances that don’t fit neatly into the rules and we aim to assist wherever we reasonably can.  If unsure, please get in touch.


Please be assured because we started out finding solutions for our own child, we work hard to get products to you as quickly and cost-effectively as possible.  Sadly though, special machining, high quality fabrics, innovation, shipping and import costs all add up.  We are at the mercy of international exchange rates which have been affected by the value of the £ during Brexit negotiations.  Being a niche trader we don't sell in high enough volume to demand high discounts from our suppliers.  This means sometimes the prices are a little higher than we would like.  We aim for balance - to give a great service and make as many options available as we can manage at a fair price.  We are able to do this because we keep our overheads very low.  

Prices, VAT & postal charges are subject to change without notice, latest prices will always be shown on our website.

Post & Shipping:


We aim to ship your order within 1-2 working days of ordering. Working days are Monday to Friday not including bank holidays. Our daily cut-off is 1pm (Or midday for DHL Next Day), so orders received before 1pm Monday to Friday (excluding bank holidays) will normally be shipped same day unless there are stock issues which we would inform you of.  We realise this may seem early but we are a small team and offer work placements to young people, some with additional needs, and we like a give a little extra time to pick and check orders at a calm pace before they are picked up by local post services.

For DHL Next Day services, please be aware this is only valid for Monday to Friday deliveries, so if ordering on a Friday before Noon your parcel will not be delivered until Monday (except Bank Holidays).

Post is calculated automatically by region, value and estimated weight of package.  We do not aim to profit from post, and there are no charges for packing or packaging. Heavy items may carry a postage surcharge to cover additional postage costs.  We normally post using tracked Royal Mail services in the UK and have now added a next day DHL option.  The 24hour tracked and 48hr tracked services are Royal Mail services.  Their aims are to deliver within 1-2 days on 24hr tracked, and 3-5 days on 48hr tracked. If your parcel takes longer, please let us know.  They count the time from when they receive the packet which is by 4pm on the day of packing.  We cannot guarantee next day delivery or a specific delivery window unless a premium service is arranged. We will also use alternative couriers or shippers from time to time aiming for the same delivery windows.  

Larger or heavy orders may be sent as 2 or more parcels, or via courier such as My Hermes or DHL if required.

If the postage that comes up automatically isn't your preferred option, email to arrange other options.

We occasionally have an offer for free 2nd class post for larger orders in the UK.  When the 'Free Post over £55 (excl. VAT)' offer is valid, it applies to second class Signed for or 48hr tracked post within the UK only.

EU & International Orders

For International orders we use Royal Mail tracked and/or signed services, a designated shipper, DHL and other Courier services as appropriate.  We will indicate in checkout the estimated days it may take to arrive in your country, but it may then be subject to customs delays. 

Please note that if you are outside the UK you are responsible for any customs charges, which might include a processing fee, Duty and VAT or other local taxes.  It is important to familiarise yourself with the import and customs rules of your country before ordering.  

If the customs fee is too high and you refuse to collect your package it will be returned to us.  However, upon receipt any refund will be less the shipping we paid, and any further charges we incur for the return of your parcel to us.  This means that your refund will not be the same as you paid.

Drop Ship Items

Some items are drop shipped direct from the manufacturer.  These will not currently qualify for the DHL Next Day service.  We will advise you if your order is affected.

Restricted Items
We are unable to post some items, such as fabric conditioner, outside of the UK, and you should ensure that any items such as liquids are not prohibited for import in your region.

We are not able to send Chewigems to Australia at this time due to contractual agreements - please contact your local supplier to obtain these.

Stock and Replacement Items
If all or part of your order is out of stock, there may be a slight delay in your parcel being posted. We will aim to notify you immediately by email if this is going to exceed our normal service level. Make sure that you add to your email address book so that you don't miss any emails from us.

If an item is unavailable, you may be offered an alternative of equivalent or higher value at our discretion (e.g. we may send a 2 pair pack of tights if a 1 pair pack is unavailable.) 

Privacy & Security of Information

We will not share your information with any third party outside of our organisation other than those involved in processing your order.  In order to ensure the highest level of Privacy and Security, all of our transactions (other than cheque, Postal Order and Direct Debits) are completed using Paypal or other secured services.   We do not retain any credit card information in our files – For more information on Paypal’s Privacy Policy click here.

Email-Policy: We respect our customers' rights to a spam-free inbox. We ask for customer e-mail addresses only to communicate with you about your order as it progresses, and to keep you up to date with new products and relevant promotions.  We will never EVER give your information to third parties for promotional purposes.

To read about how your data is collected, held and processed, please refer to our full Privacy Policy.

If you wish to keep up to date with developments, please ‘like’ us on Facebook, follow us on Twitter, or add your name to our mailing list.  We will email you periodically to let you know about new products or specials, but not incessantly!