FAQ

How Long does It Take My Order To Arrive?

there are many factors that can effect an estimated delivery date, depending on our suppliers location and the location of the delivery address.Items are Usually dispatched in 3-7 Business days, depending on the products purchased. Once the order has been dispatched it can take between 15-45 days for delivery, although we aim to have your item with you within 25 days. 

How Much Is Delivery?

We charge a standard Delivery Fee of £2.99 on all orders. We offer free delivery on orders over £20.00

I've Received an incorrect item in my order, what do it do?

We are happy to help with any queries regards order issues, Please contact us either on Facebook (click on the chat bubble in the corner) or send us an email to info@smartmugco.com 

My Order has arrived damaged, what do i do?

If your order arrives damaged we will get a replacement item sent out to you within 72 hours of contacting us with the issue. To make this transaction a swift as possible, please contact us with you SMC order reference number, your preferred contact method and a photo of the damaged item. Please send this via Facebook (use the chat bubble on the bottom left) or Via email: info@smartmugco.com 

I am not happy with my order and wish to return it. How do i do this?

We have a 60 day no fuss returns policy. If you are not happy with your item we will accept the return with no questions asked providing we receive the item back within 14 days of receipt & all of our returns policy guidelines have been met. For our full returns policy and details as to how our returns work Click here to view our full returns policy. 

To start a the returns process please visit our dedicated returns page and fill out the form provided. we will get back to you within 72 hours regards your request.

Click Here to Start a Return 

I Ordered A Free Item, Why Is It Taking so Long?

As you can understand our freebies & samples are immensely popular and we sell a high volume in a very short space of time. We are only a very small team and it can take a few extra days to get your orders dispatched and sent out to you, therefore we do not give a definitive processing time for free items, but we do aim to meet our delivery maximum window of 45 days. Our delivery aim for Free items is the maximum 45 day delivery window, If for any reason there is an additional delay which will take the estimated delivery date outside of this 45 day window we will inform you as soon as possible. 

Why Isn't My tracking number working.

We use a third party website to help provide a better parcel tracking experience for our customers. this website sometimes runs a little slow and your tracking info may show as none existent the first time you click the tracking link, if this is the case, please refresh the page and the info should load fully for you. If this doesn't work, please bare in mind it can take 72 hours after receiving you shipping confirmation for the tracking info to be updated, if this time has passed and it still doesn't work please let us know and we will work to get it fixed for you asap. 

My tracking info hasn't updated in a while

It can take 72 hours for tracking to be updated, also depending on the courier used will depend on the level of tracking info provided. Most of our shipping companies don't record tracking once your package has been accepted by the airline, and it will mostly arrive within 14 days from being handed over to the airline. There may be a delay of 14 days at any point in tracking due to customs and airline delays, please bare this in mind, but we assure you your package will arrive. If for any reason your tracking hasn't been updated for more than 14 days please contact us and we will follow this up with the courier company for you.