FAQs

FREE No-Rush Delivery is available on orders over £50 and delivered to UK Mainland addresses only. When selecting FREE No-Rush Delivery at checkout, please note that the delivery timescale shown on the product page is not applicable. The delivery timescale for FREE No-Rush Delivery may be up to double that of the standard delivery method.

Our customer services team are working from home where possible and will continue to offer friendly support. Warehouse staff are wearing protective equipment including gloves and face masks. Our warehousing facility is cleaned regularly and configured to allow staff to work at a safe distance from one another.

Couriers continue to collect shipments on a daily basis and are operating under their own guidelines. Newly adopted policies include delivering from a safe distance and waiving the need for delivery signatures to ensure the safety drivers and customers.

Please get in touch with us by emailing customerservices@smartkidstore.com or by calling 020 8295 6444. A member of our Customer Services team will be happy to guide you through our response to COVID-19 and how we will continue to serve our customers.

This is due to the fact that we use couriers to ship the majority of our items. UK couriers charge more for delivery to Non-UK Mainland and Scottish Highlands addresses. We do however understand that the cost can be excessive for smaller items. If therefore you are just ordering an item that can be shipped using Royal Mail, please contact us for a shipping quote and we will instruct our warehouse to ship via Royal Mail.

We ship worldwide, shipping to Europe will be charged according to the shipping zone above. For shipping to other countries please contact us with your delivery address details and the item that you wish to purchase. Our Customer Services Team will then be able to provide a shipping quote. We aim to minimize your shipping costs and will provide the lowest possible quote from our range of carriers.

*Please note that when sending items overseas, the customer is liable for any taxes or charges that may be imposed locally. In addition, overseas customers are responsible for providing the required information to enable their products to be shipped to them. In certain countries, this may include passport identification and residency documentation. We cannot be held responsible for any delays caused by issues regarding documentation.
If items are sent overseas and the product(s) develop faults, the customer is responsible for any shipping costs applicable to and from the UK.

To have your order delivered to an alternative address, please enter the details when you place your order. Please note that customers paying via PayPal can only have their orders shipped to their confirmed PayPal address.

It is a requirement that all our parcels are signed for therefore, if you will not be available to receive your order, please consider an alternative address for receiving your parcels such as a neighbour.

No, you do not have to pay for the return of damaged goods if you are in the UK, please contact us for a collection to be arranged, this can be Monday – Friday.

However, if your product is not found to have a fault once inspected by our technicians you will be charged £29.25 for administration and handling fees.

If you are overseas then you will need to return the goods at your own expense and pay for the repaired/replaced item to be delivered back to you.

Please contact us if you require further information.

Returning faulty products:
When returning a faulty product, please ensure that the original packing is used wherever possible to avoid damage in transit. However, if this is not possible please pack the item in another cardboard box.

Returning unwanted items:
If you are returning an unwanted item (within 14 days) you must endeavour to use the original packaging to enable a full refund. Please contact us if you would like further guidance. If you received a free gift with your order, this must also be returned unused and in its original packaging.

If you receive your order and it is not what you are expecting, it isn’t a problem – you can return it back to us within 14 days of receiving the goods for a full refund less the shipping costs. Unfortunately, we are unable to provide free returns due to our next day shipping costs, therefore, returning the unwanted item(s) is at your own expense. You must also return any free gifts unused and in their original packaging at your expense. Please contact us to inform us that you will be returning the item(s). We will confirm the returns address and provide any other necessary information.

Once you have returned the item(s) we will refund you through which ever payment method you used, subject to the goods being in their original condition.

Once your order has been returned to our warehouse, it will be inspected and its condition confirmed. This can take up to 5 working days from when the order was delivered back to us. Once the inspection is complete, a refund will be processed – please allow 3-5 working days after your refund confirmation for the funds to return to the original payment method.

If you are having problems placing an order, it may relate to the payment method that you are using. We take our users security very seriously and therefore participate in 3D secure. If you are experiencing problems, please try an alternative payment method or contact us.

Your order invoice is your VAT receipt. You will find our VAT number printed on the invoice as well as a breakdown of the VAT paid.