Shipping and Delivery:
• How long will it take for my order to arrive?
Orders shipped within the UK and USA will typically arrive within 8-15 business days.
During peak holiday seasons, pandemics, or severe inclement weather, delivery within the UK and USA should be expected within 30 business days (note that ‘business days’ excludes weekends and holidays).
We’ll provide a link in your confirmation email so you can easily check the status of your order at any time.
International orders (outside of the UK and USA) may take up to 4-6 weeks to arrive. During peak holiday times, pandemics or when there is severe inclement weather, items may take up to 10 weeks to arrive.
• How long will it take for my order to ship?
Orders will typically ship within 3 to 7 business days, however during peak holiday seasons, pandemics or with severe inclement weather, please note that it may take currently up to 20 days.
• Why haven’t I received my package?
Please check the tracking on your package. If your order status shows “Delivered” and you did not receive the item, please follow up with the carrier listed on your order status page.
The SmartShop is not responsible for lost or stolen packages.
Please also note that order tracking information may not be up-to-date on orders outside of the UK and USA.
According to FedEx, “FedEx International Mail Service provides an additional level of visibility to your economical international shipping, however this is not a tracking process. As FedEx hands your package off to a local postal authority, there can be a lag time of 2—5 days where your package is not visible. Not every country scans their packages or performs a full set of scans. FedEx is not responsible for packages once they have been handed off to the local postal authority.”
• What happens if my order is ‘refused’ or ‘returned to sender’?
Orders that are ‘Refused’ or ‘Returned to Sender’ will be processed as a return and are not re-shipped. These include orders that could not be delivered due to incorrect address information entered during the ordering process.
These types of returned orders are eligible for a refund for cost of goods (shipping is not refundable).
• Custom Fees
We will do our best to ship products to you from the nearest possible location. However, shipment of products to you from outside your country may incur customs fees depending on the destination country. This fee may vary depending on your order value (for UK residents orders over £130 may typically incur a custom fee for example), country limits, and other factors based on the product itself determine such fees.
You are responsible for custom fees. Any fees are to be paid directly to the appropriate customs agency by the end customer if an invoice is sent by the shipping company. Customs agencies often calculate duties/fees based on the declared retail price of goods and send a letter to the customer if deemed necessary.
Returns and Refunds
Our ethical refunds policy is simple. In essence, what you see is what you get. We deliver what we promise and if unable to correct any mistakes with your order, we will refund you in full immediately and no later than 30 days.
Our Returns Policy spans 30 days from the date of your purchase. Kindly note that if 30 days have gone by since your purchase, we are unable to offer you a refund or exchange.
You will be responsible for paying the shipping costs for returning your order. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Generally speaking, refunds are applicable where there has been a serious error or omission on our part in the context of delivering what was promised and an inability to correct this.
We cannot provide refunds unless you allow us to make adequate efforts to assist you. If we are unable to resolve the issue for you, we will provide a refund. Please contact us for support before requesting a refund.
We offer FREE UK/USA Shipping, plus FREE no-quibbles returns/refunds within 30 days on all our products – in the unlikely event you receive damaged, defective, or significantly not as described items. All products must be returned via our store process and in a re-sellable condition to qualify for a refund.
Please note that refunds will not be issued for any issues arising due to unadvertised or otherwise assumed functionality. Kindly contact us with any pre-sale questions you may have.
Individual products and services may also have additional terms of service.
• Digital/Downloadable Products:
Due to the sensitive and irretrievable nature of these products, no refunds are applicable except where there has been a serious error or omission on our part in the context of delivering what was promised and an inability to correct such an error.
Purchases made of items which are available for immediate download cannot be cancelled. Only purchases that have been pre-ordered may be subject to cancellation.
We do not accept returns for digital products. If you have encountered a problem with your digital download (of e-books or apps for example) that is not addressed by this policy, then please contact Customer Service. If you have received the wrong content or content not as described in essence, do contact us for a refund.
• Events and Classes:
We promptly offer refunds, at our discretion on a case by case basis, prior to accessing the event or class. No refunds are offered after the event. If the content of the class is not as promised however, we will refund you.
• Advisory Services:
We promptly offer refunds, at our discretion on a case by case basis, prior to accessing the session. No refunds are offered after the session/event. If the content of the session is not as promised however, we will refund you.
• Made To Order Products:
Made to order products are made especially for you as soon as you place an order. Making products ‘on demand’ in this way, instead of in bulk (as was often the only option in the past), helps reduce overproduction and waste.
Our range of clothing, accessories and lifestyle products are made to order and fulfilled by suppliers in various locations globally. We do not operate commercial stores or warehouse facilities currently.
Please make use of the sizing guide published for each of the relevant items so you can purchase the best fit for you.
Please note that the typical returns policy does not usually apply to ‘Print on Demand’ products as these particular items are Made To Order. As they are custom products, they cannot be fairly returned to the suppliers or resold.
Refunds are not credited to us, by said suppliers, unless there is a manufacturing error or product defect. This does not affect your statutory rights.
As all of our print on demand products are made to order for you, returns or exchanges will not be at our expense if a customer orders the wrong item, a wrong size, the wrong colour, changes the mind about the product, or simply doesn’t like the product. However, you can send unwanted items back at your own expense and pay for a replacement if wished.
We will always offer refunds on products that arrive damaged or defective as a result of mistakes on our part or mistakes by the suppliers.
Photos are to be emailed to us as proof of the relevant issues.
We will also offer refunds if items received are not as described e.g. if you are sent the wrong item or content.
• Returns of Physical Products:
Returns must be postmarked within 30 days of your purchase date. Customers are responsible for all return shipping costs.
To be eligible for a return, your item must be:
In a presentable and re-sellable condition
Unused and in the same state in which you received it
In the original packaging with all tags and labels
Free from smells (e.g: tobacco, body/pet smell, perfumes)
Free from body or pet hair/dander, etc
Unwashed and not dry cleaned
Apparel: Folded decently (not crumpled)
Breakable items must be packed and shipped back to us properly
We cannot accept returns that break during transit.
Several types of goods are exempt from being returned.
• Non-returnable items include:
Gift cards
Downloadable or software products
Certain health and personal care items
Personalised, customised or made to order merchandise
Intimate items such as undergarments or bathing suits
• Returns Procedure:
Please contact our customer service for specific return instructions.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer; returns sent to the manufacturer, or “return to sender” will not be refunded.
• Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
• Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again. There is often some processing time before a refund is posted.
Then contact your debit or credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using the contact facility on this website.
• Sale items (if applicable):
Only regular priced items may be refunded, on sale items cannot be refunded.
• Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us using the contact facility on this website.
• Gift Items:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
• Shipping Procedure:
To return your product, you should, for specific instructions, contact us using the contact facility on this website.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If a refund is approved, the original shipping cost will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50/$75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
• Special Circumstances:
Order Not Received –
If your order status shows “Delivered” and you did not receive the item, please do not attempt to make a return or exchange. Instead, you may follow up with the carrier listed on your order status page.
The SmartShop is not responsible for lost or stolen packages.
Undeliverable/Refused Packages –
Packages that are ‘Refused’ or ‘Returned to Sender’ will be processed as a return and we will not attempt to re-ship. These include orders that could not be delivered due to incorrect address information entered during the ordering process. These types of returned orders are eligible for a refund for the cost of goods. Shipping costs (if applicable) will not be refunded.
Defective Items Received –
If you feel the product you received is defective, please submit an email, within 7 days of delivery date or contact us using the contact facility on this website with subject “Item was received defective”.
Please attach photos in your email showing the defective area of your product along with a brief description of the defect. Our customer support team will reach back out to you within the next business day of your email with follow up instructions to be determined on a case by case basis.
In order to resolve the issue as quickly as possible, please follow the due process. DO NOT automatically send defective items back as a return.
Order Discrepancy –
If you feel the product delivered is not the product you ordered, please submit an email, within 7 days of delivery date, to customer support, or contact us using the contact facility on this website with the subject line “Order Discrepancy”.
Please attach photo(s) of the item(s) you received. Our team will be sure to review your message and order, then send you instructions on how to proceed.
If it was an error on our part, we will be sure to send you the corrected items.
• Order Cancellations and Edits:
Order Cancellation –
Please be aware that if the warehouse has started processing an order for shipping, it cannot be cancelled. For certain select items, orders cannot be cancelled once they have been submitted due to quick order processing time/s.
In order to attempt an order cancellation before processing, you must send an email immediately after placing your order to customer support or contact us using the contact facility on this website, with the subject line “Cancel Order”.
We are only able to process requests for cancellation during office hours Monday-Friday.
After you have received an order, if you are based in the EU/UK and are eligible to cancel said order, you must write to notify us within 14 calendar days of receiving the goods in your order.
Once you’ve cancelled an order, you then have a further 14 days to send the goods back. Kindly note that you’ll be responsible for the costs of the return.
Order Edits –
Once an order has been submitted, we are unable to edit that order. If you need to change a ‘ship to’ address, please notify customer support immediately after placing the order or contact us using the contact facility on this website.
If your order has already been processed by the warehouse, the order will be shipped to the address submitted at the time of purchase.
It is the customer’s responsibility to make sure that information entered on an order is correct before submitting an order. The SmartShop is not responsible for replacing orders that have incorrect ‘ship to’ or other incorrect information entered by the customer.
Orders with incorrect information due to customer error, will not be eligible for refunds if the item was not received by the customer placing the order.
• Customer Service Protocol:
If you have any questions or concerns, we will be happy to help! You may email us at anytime or contact us using the contact facility on this website.
• Our Policies:
We reserve the right to change our policies without notice.
The SmartShop encourages visitors to frequently check this page for any changes to its Privacy Policy. If you have an active account, you might also receive an alert informing you of these changes.
Your continued use of this site after any change in this Privacy Policy will constitute your acceptance of such change. Shoppers are required to tick a box indicating the reading and acceptance of our relevant terms and conditions.
Thank you for your interest and we hope you enjoy shopping with us!