Orders
Is purchasing on the website secure?
Is purchasing on the website secure?
Absolutely. Our website is secure and meets the highest security standards with the help of PCI technology and SSL encryption.
Payment processing and credit card information are handled externally by a trusted company. This ensures that all your personal details remain protected and are never stored within the Smile Kit system.
Is delivery free? What are the shipping options?
Is delivery free? What are the shipping options?
Yes, we offer free standard delivery on all orders. The available shipping options are:
- Standard delivery – Free
- Express delivery – Additional cost
How can I return an item?
How can I return an item?
You can return your order in accordance with our return policy. Simply send us a message and we’ll be happy to assist you.
Can I cancel my order?
Can I cancel my order?
Yes, under UK law you have the right to cancel your order within 14 days of receiving your items, in line with the Consumer Contracts Regulations 2013. If your order has not yet been dispatched, we will process the cancellation straight away.
If your order has already been shipped, you can still return it to us within the 14-day period for a full refund. Simply get in touch with us and we’ll be happy to assist you.
Can I change my order?
Can I change my order?
Please check your details carefully before placing an order. If you notice a mistake, contact us straight away and we’ll do our best to amend it before dispatch. Once shipped, changes can only be made by returning the order.
I entered the wrong phone number, what should I do?
I entered the wrong phone number, what should I do?
No problem. As long as your order hasn’t been shipped yet, we can update your phone number. Simply contact us on WhatsApp and we’ll fix it for you.
I entered the wrong address, what should I do?
I entered the wrong address, what should I do?
No worries. If your order hasn’t been shipped yet, we can update your address. Just contact us on WhatsApp and we’ll sort it out for you.
I received the wrong product, what should I do?
I received the wrong product, what should I do?
We’re very sorry for the inconvenience. Our team works hard to ensure your order is shipped correctly, but mistakes can occasionally happen. Please send us a message with your original order number, full name, phone number and photos of the items you received, and we’ll be happy to assist you.
I placed an order but didn’t receive a confirmation email or receipt
I placed an order but didn’t receive a confirmation email or receipt
We send an order confirmation immediately after your purchase. Sometimes the email may end up in your spam folder or be typed incorrectly. Please check your spam folder and email address.
If you still haven’t received your confirmation, contact us with your full name and the details of your order, and we’ll be happy to check why the email hasn’t arrived.
I received an order confirmation but the details are different from what I ordered
I received an order confirmation but the details are different from what I ordered
The confirmation email simply reflects what was entered at checkout. If there was an error when placing the order, this will appear in your confirmation. We understand mistakes can happen, such as missing or extra items, and we’re happy to work with you to resolve the issue and find the best solution.
Shipping
When will I receive my order?
When will I receive my order?
As stated at checkout and in our delivery policy, processing time is 1–5 days, and delivery time is typically 6–14 business days (business days are Monday to Friday, excluding weekends and holidays).
Please check if your order is still within this timeframe. If the delivery period has passed, contact us with your order number and we’ll be happy to assist you in tracking your package.
Can I track my order?
Can I track my order?
Of course. Once your order has been dispatched, you’ll receive a tracking link by email.
Do you deliver to PO boxes or parcel lockers?
Do you deliver to PO boxes or parcel lockers?
Currently, we do not deliver to PO boxes or parcel lockers. Please provide a residential or business address at checkout.
Can I change my delivery address after placing an order?
Can I change my delivery address after placing an order?
If your order hasn’t been dispatched yet, we can update your delivery address. Please contact us as soon as possible with your order details.
Still have questions?
