Shipping policy
Thanks for shopping with Smile Dew. Smile Dew is the trading name of Talha Yaqoob. This policy explains how and when we dispatch your order, what delivery costs, and how long it should take. Nothing here affects your statutory rights as a consumer under UK law.
Where we deliver
We currently deliver to addresses in the United Kingdom only. International delivery is not available at this time.
Order processing
We aim to dispatch orders within 1–2 working days. For estimated delivery dates, we allow 2 working days for order processing. Orders placed on weekends or UK bank holidays begin processing on the next working day. Once your order is on its way, we'll email you a confirmation with tracking details where available.
Delivery options and costs
| Service | Cost | Estimated delivery |
|---|---|---|
| Standard | £4.99 — free on orders of £50 and over | 5–7 working days |
| Express | £6.99 | 3–4 working days |
The estimated total delivery times above include a 2-working-day processing allowance and delivery after dispatch. Working days are Monday to Friday, excluding UK bank holidays. Orders placed on non-working days begin processing on the next working day. Delivery times are estimates and are not guaranteed.
Your right to timely delivery
We will deliver your order within the timescale agreed with you or, if no different timescale has been agreed, without undue delay and within 30 days of entering into the contract.
If delivery is late, you may be entitled to give us an appropriate additional period to deliver and cancel if we do not meet it. You may be entitled to cancel immediately if we refuse to deliver or if an essential agreed delivery deadline is missed. Where you are legally entitled to cancel for non-delivery, we will refund the sums due without undue delay.
Tracking your order
Where a tracked service is used, your dispatch email will include a tracking number and a link to follow your parcel's progress. Please allow up to 24 hours after dispatch for tracking information to update.
If your order is delayed or hasn't arrived
If your order has not arrived within the estimated delivery timeframe, contact us as soon as possible at support@smiledew.co.uk with your order number. We will investigate with the carrier and keep you informed.
Our usual lost-parcel investigation period is up to 10 working days from dispatch. This is an investigation timeframe, not a compulsory waiting period before you can exercise any legal right to cancel or receive a refund. You do not need to resolve the matter with the carrier yourself. Where your parcel is confirmed lost, we will arrange a replacement or refund as appropriate. Any refund legally due will not be delayed solely because the carrier’s investigation remains open.
Risk and ownership
The goods are your responsibility and the risk of loss or damage passes to you only when you, or a person you have nominated to receive the order, take physical possession of them. Ownership of the goods passes to you once we have received payment in full.
Damaged, missing or incorrect items
Please check your order on arrival and contact us as soon as possible if an item is damaged, missing or incorrect. Include your order number and, where available, photographs of the item and packaging to help us investigate. We will arrange an appropriate remedy in accordance with your consumer rights. Reporting a problem after 48 hours does not remove your statutory rights.
Incorrect address or failed delivery
Please check that your delivery address is complete and correct before placing your order. If you notice an error, contact us as soon as possible. We will try to update the address before dispatch, but changes may not be possible once the order is on its way.
If a parcel is returned because an address supplied by you was incorrect or incomplete, or because it was not collected, we will contact you to discuss re-delivery or any applicable cancellation and refund options. Any additional postage charge for re-delivery will be explained and agreed with you beforehand. We will not charge you to correct a delivery error caused by us. This does not affect your statutory rights.
Contact us
Talha Yaqoob, trading as Smile Dew
Business and postal returns address: 42 Northbrook Road, Southampton SO14 0BU, United Kingdom
Email: support@smiledew.co.uk
Telephone: +44 7747 326958