FAQ

  • Contact
  • Ordering
  • Delivery
  • Wrong Delivery
  • Return

How can I contact SmallSmart?

Please take a look at our Contact Us section for more information.

I have a new email address, can I update this in my customer profile?

Please contact our Customer Service department so they can help you with updating this information.

I am a retailer and wish to sell my brand at SmallSmart.

If you wish to sell your brand at SmallSmart, you can contact us by sending an email to sales@smallsmart.co.uk.

Can I change or add anything to my order?

Unfortunately we can not change or add anything to your order after it has been placed. You will need to make a new order if you wish to purchase further items.

Can I cancel my order?

Please contact us as soon as possible. If your order has not been shipped we might be able to cancel it. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to cancel your order.

Can I change my order delivery address?

Please contact us as soon as possible. If your order has not been shipped we might be able to change the delivery address. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to change it.

Is it possible to order a size/item that is not in stock?

If a size/ item is not shown on the website it is sold out. Please contact us if you have questions about sizes.

How will I know that you have received my order?

We will send you a confirmation by email as soon as your order has come through in our system. Please note that it may take a while before you receive this email. This is due to the fact that the payment needs to be approved by your payment provider.

As soon as your order has been shipped, you will receive a dispatch email with your track & trace number.

When will I receive my items, I live within the UK?

The delivery time is around 1-3 working days after you have placed it – subject to payment and stock availability. If, for any reason, an item is out of stock we will contact you as soon as possible.

Please note that on occasion, such as during holiday rush and large sales events, there may be a slight delay in processing time. You can even choose to pay extra and get your order delivered with express. All orders that come in before 13:30 on business days will usually be delivered the same day.

You will receive a tracking number that allows you to track your parcel from door to door.

I live outside the EU – can I shop at SmallSmart.co.uk?

Yes, you can! If your order is being dispatched to a destination outside the EU, you shall be solely responsible for any customs, tax or duty charges. Please be aware these may cause a delay to your delivery.

You will receive a tracking number that allows you to track your parcel from door to door.

I have received the wrong item, what do I do?

Please contact our customer service team directly within 7 days from receiving the item, so we can solve the issue.

I have not received all of my items, what do I do?

It could be that there is a second parcel on its way, especially with larger orders. However, always contact our customer service within 7 days from receiving the order so we can help you.

My item is faulty, I wish to send it back for a refund.

In the unfortunate case that you have received a faulty / damaged item, please contact our Customer Service department so that they can help you.

How do I return or exchange an item?

We offer 60 Days Money Back Guarantee. If for any reason you are not satisfied with your purchase we offer a 60 day returns policy where you can return any unused item, in its original packaging with tags still attached and is in a re-saleable condition.

Can I get a refund for exchanges?

Yes, it is possible to get a refund for exchanges!

For exchanges it will be necessary for us to process your exchange as a refund followed by a new order.

How long does it take for my return to be processed?

It usually takes around 1-2 weeks after returning an item until we have processed your return. The shipping itself is usually around 3-4 business days. After your parcel has arrived at our warehouse it takes a few days for our returns department to process and register your return. This is due to the fact that they have to check and register all returns manually.

How long will it take for my refund to be visible?

It usually takes a 2-5 business days for refunds to be visible on credit cards, and 1-2 business days for Paypal refunds to show from the day we issued the refund.

Please note that some banks do not show refunds until your next (monthly) overview. For more information, please contact your bank as they may still be holding on to the money.

Note: If you have a question that is not answered on our site you can email us at customer.services@smallsmart.co.uk