Shipping policy

SHIPPING TO UK

  • Royal Mail Tracked 24 (£4.49) – This service usually gets there in 1 working day. However, in some circumstances it can take an extra day or two. Your order will be fully trackable and the tracking number will be provided on dispatch.
  • Royal Mail Tracked 48 (£3.49) – This service typically delivers within 2 working days, although in rare cases it may take up to 3 working days. Your order will be fully trackable, and the tracking number will be provided upon dispatch.
  • FREE Royal Mail Tracked 24 on orders over £50

SHIPPING TO EUROPE

  • Royal Mail International (£8.00) – This service usually gets there in 7–21 working days. However, in some circumstances it can take longer. Your order will be fully trackable and the tracking number will be provided on dispatch.
  • FREE Royal Mail Tracked on orders over £200

Please note: Orders are dispatched on business days only. If you place an order on a weekend or public holiday, it will be shipped on the next working day.

PRODUCTS MAY ARRIVE SEPARATELY DUE TO DIFFERENT WAREHOUSE LOCATIONS

Please note that SMARTSARMS does not provide the delivery times quoted above. These are estimated delivery times provided by the relevant mail service and may be affected by operational delays, weekends, bank holidays and other circumstances outside our control.

If a delivery has been attempted but no one is available to receive it, the delivery provider may leave a delivery attempt notification and/or take the parcel to a local delivery office or arrange another delivery attempt. Customers should follow the instructions provided by the delivery provider as soon as possible.

If a parcel is not collected within the delivery provider's specified collection period and is returned, disposed of or otherwise cannot be recovered, this may affect the available options for refund or re-shipment.

DELIVERY ISSUES – LOST, MISSING OR DELIVERED ORDERS (UK ONLY)

Once an order has been dispatched, customers can use the tracking number provided to monitor the progress of their delivery.

Lost or Delayed in Transit

If your order appears to be lost or significantly delayed in transit, please contact us at info@smartsarms.co.uk with your order number and tracking information.

We will review the available tracking information and, where appropriate, contact the relevant delivery provider to investigate the shipment.

Delivery times provided by SMARTSARMS are estimates supplied by the relevant delivery provider and may be affected by operational delays, weekends, bank holidays or other circumstances outside our control.

Tracking Shows Delivered but the Order Has Not Been Received

If your tracking information states that your order has been delivered but you have not received it, please contact us as soon as possible with your order number.

Before contacting us, please check:

  • Whether the parcel has been left in a safe place;
  • Whether a household member or another person at the delivery address accepted it;
  • Whether a neighbour accepted the parcel; and
  • Whether the delivery provider has provided any additional delivery information or a photograph.

If the order cannot be located, we will review the available tracking and delivery information and may contact the delivery provider to investigate the delivery.

Where appropriate, we may request further information from the customer to assist with the investigation, such as confirmation of the delivery address or details of where the parcel was expected to be delivered.

A tracking status showing “delivered” will be considered as part of our investigation, but each missing-delivery claim will be assessed based on the available delivery information and the circumstances of the order.

Customers should contact us promptly when an order has not been received so that we can investigate the matter with the delivery provider.

Where an order is confirmed as lost or has not been successfully delivered, SMARTSARMS will deal with the matter in accordance with applicable consumer rights and our legal obligations.

INCORRECT DELIVERY ADDRESS (UK ONLY)

Customers are responsible for providing an accurate and complete delivery address when placing an order.

If an incorrect address is provided, please contact us as soon as possible. We will try to update the address before dispatch where possible, but we cannot guarantee that an address can be changed once an order has been dispatched.

Where an order is returned to us because an incorrect or incomplete address was provided, we may contact the customer regarding available delivery or refund options.

CUSTOMS DUTIES & CHARGES (INTERNATIONAL ORDERS)

International customers are responsible for any customs duties, import taxes, or other charges that may apply in their country upon delivery. These are not included in your order total and are imposed by local authorities.

SMARTSARMS is not responsible for additional charges or delays arising from customs processing.

REFUNDS/RETURNS (UK ONLY)

We hope that you'll love everything you ordered from smartsarms.co.uk. But if you are not satisfied, you can return or exchange it within 30 days from the delivered date.

Please note that we cannot accept returns or issue refunds for products that have been opened or used, in order to maintain product integrity and safety standards.

Note: We aren't able to accept returns or exchanges unless they have been authorised by our Customer Service team (info@smartsarms.co.uk).

We do not accept returned items that were sent back directly without notifying us first.

If you want to return or exchange, please contact us and provide your Order Number and state the reason.

After receiving your email with an exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the return or exchange.

REFUNDS/RETURNS (INTERNATIONAL)

Please note that all international orders are final. We do not accept returns or offer re-shipments if an order is held or confiscated by customs. While we will do everything on our end to minimise the possibility of seizures, it is the customer's responsibility to verify the legality of the products in their destination country before placing an order.

WILL ANY RETURN COSTS BE REFUNDED? (UK ONLY)

If you return something because of an error on our part or because it is damaged or defective, we will refund reasonable charges incurred in returning the item to us, either by providing a personalised pre-paid return label or by refunding return postage costs up to the cost of 2nd class postage.

If the return is due to a mistake on the customer's part, such as an accidental purchase, incorrect item ordered or change of mind, we will refund the product cost only. Postage and any return shipping costs will not be refunded in such cases.

We will inspect all items returned as damaged or defective.

Where an item is returned and no fault is found, we reserve the right to decline a refund where permitted by applicable law and to recover any reasonable costs incurred where applicable.