Delivery and Returns Policy
What are your delivery charges?
We offer free 2nd delivery to any UK address including Northern Ireland, Scottish Highlands and Channel Islands. You will also be given the option to upgrade your shipping to 1st Class for an extra 99p during checkout.
Standard shipping to Non UK countries costs £2.95.
Do you deliver outside of the UK?
We have temporarily ceased delivering orders outside of the United Kingdom.
How are items sent?
Most orders will be dispatched 2nd class by Royal Mail. Larger, heavier orders will be sent via a 2 day courier service. If sent by courier, tracking details will provided. Non UK orders will be shipped via Royal Mail's International Standard service, which may take up to 2 weeks to arrive.
When will my order be dispatched?
We will dispatch all orders within 2 working days, although we always try our best to dispatch the same or next day if possible.
When will my order arrive?
Royal Mails states that they ‘Aim to deliver the third working day after posting including Saturdays’ for Second Class delivery.
Can you send my item First Class?
Yes. Simply select this option when checking out.
What if my order doesn’t arrive?
We cannot take responsibility for delays in delivery by Royal Mail outside of our control including industrial action and subsequent disruption to the service. We endeavor to keep our customers informed so that they are aware of the situation and know when to expect possible delays.
Royal Mail catagorises a parcel as lost if undelivered after 15 working days after the expected delivery time. If your parcel has not arrived after 15 working days, we will issue a refund or send your order again, whichever you prefer.
Cancelling and Returning an Order
If your order is not personalised, you may cancel your order by contacting us at orders@smile-gifts.co.uk no later than 14 days from the date you receive your order.
If we have already posted your order, you will need to return the order to us in its original, unopened and re-sellable condition within 14 days of cancellation at your own cost.
Full return instructions will be provided when you cancel your order.
If your order is personalised you will be unable to cancel your order if we have already started making your items. So if you wish to cancel your order, please contact us as soon as possible and we will tell you if this would be possible.
We will only be able to provide you with a full refund once we have received your returned item in its original, unopened and re-sellable condition.
Defects, incomplete orders, or incorrect delivery
If you are returning the goods owing to defects, incomplete or incorrect delivery we will refund you both the price you paid for your goods (inclusive of the initial delivery charge) and the delivery costs for the return postage.
Other Reasons
If you return items for reasons other than defects in the goods, incomplete orders or incorrect delivery, you will be required to pay for the return of the item to us. Please ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit.
Gift Returns
Unfortunately we are only able to process returns and refunds when dealing with the original purchaser of the goods. This is to protect the security interests of the original purchaser. If you are unhappy with your gift, please inform the original purchaser so that they can return the gift to us for a full refund.
Refunds will only be made via PayPal.
Refund Time
We aim to handle your returns within three working days of receiving the goods.
This returns & refunds policy does not affect your statutory rights.
If you have any queries concerning our returns & refunds policy please contact us at orders@smile-gifts.co.uk.
