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Delivery & Returns

Crafting, Production & Dispatch Timescales

Unless specifically stated on the product page for a particular item, all crafted smileyhiley goods and personalised orders will take between 3-5 working days for cards and 5-10 working days for frames to produce because they are custom made and hand finished.

At busier times I will notify you, within 48 hours of receiving your order, should the production times be longer,  giving you the opportunity to change or cancel your order if the timing is not suitable.

You should allow up to 3 working days for non-crafted giftware to be dispatched unless accompanied by a crafted item.

Should you have an urgent request for any crafted product please contact me and I will endeavour to try and meet the delivery request.

 


 

Delivery

Delivery is calculated at checkout based one the total price value of your cart, your delivery postcode and the individual items within your order. The following is a guide:

 

Local Collection

Free local collection is also available. Please specify at checkout and I will provide collection address (Davenport, Stockport) once your order is ready to collect.

UK Standard Delivery

UK Standard Delivery from smileyhiley normally arrives within 1-3 working days from the dispatch day.

  • Cards – £1.60
  • Frames – £3.95
  • Gifts – £2.50 – £6.50 (product dependant)

 


 

Returns

If you wish to cancel your order you can email smiles@smileyhiley.co.uk before the goods have made and dispatched.

For instances where goods have already been dispatched to you, you can return goods within 14 days of receipt for a full refund or exchange only if we have made a mistake with your personalisation details. The costs of returning goods shall be fulfilled by smileyhiley if the good are faulty.

Upon receipt of the goods you will receive a full refund of the amount paid or an exchange credit as required.

To request a return, please email smiles@smileyhiley.co.uk. Please state your order number and/or name and address and the reason for the return and you will be advised where to return your goods. It is recommended you either obtain a free ‘Certificate of Posting’ from the Post Office, or send your goods by Recorded Delivery. The goods will remain your responsibility until it has been signed for at the returns address. Smileyhiley cannot accept responsibility for returns lost or damaged in the post.

  • The goods must be returned to us unused and in its original condition for a refund. If unwanted goods are not resaleable then we cannot provide a refund.
  • Smileyhiley will normally process your refund to your credit/debit card within 7 working days of its receipt, or will despatch to you an alternative where agreed.
  • Delivery charges, return postage and gift wrapping/gift message charges are non-refundable unless the goods are faulty.

Refund of Personalised Items

Smileyhiley cannot refund goods which are personalised, made to order or customised in any way unless they are faulty, as they are not resaleable.

Faulty Goods

In the unusual event that your product is faulty or was damaged in transit, you must inform us by email – smiles@smileyhiley.co.uk. A customer services representative will then advise you where to send your return to.

On receipt of the faulty goods you will be sent a replacement or be provided a refund. Smileyhiley will also reimburse your return postage costs. All refunds will be processed within 7 working days to your credit/debit card or a replacement will be provided where agreed. This returns policy does not affect your statutory rights.