Frequently Asked Questions
Below are answers to some commonly asked questions on our product and services! If answer to your question is not found here, please email us at
sales@123smartkids.co.uk or phone us on 0844 561 7896, we will be pleased to resolve your query promptly.
How do I check my order status?
At
123smartkids.co.uk, we take great pride in our ability to despatch your orders quickly; we understand the importance of knowing when it will actually arrive. As you complete the order process, we attempt to give you an accurate estimate of when your order will be delivered. As soon as your order is despatched, we will send you an email containing an applicable courier tracking number – for instance, Royal Mail. With this number, you can find out the exact status of your parcel 24 hours a day.
What do I do if I only receive part of my order?
If only part of your order was delivered, please bear with us. In some cases large orders are packed and despatched in separate boxes. Sometimes, the packages may arrive separately on different days even though they have the same tracking number. We ensure in all cases that the goods are despatched together but it a little difficult to guarantee the third party service in terms of delivery. However, if the remaining item(s) do not arrive 2 working days after the first delivery please contact us at
info@123smartkids.co.uk or telephone 0844 561 7896 and we will be glad to assist you.
Can I change my mind once I have placed an order online?
At
123smartkids.co.uk, we are committed to providing outstanding levels of customer service. If once you have placed an order and wish to cancel it please contact us immediately. If the order has yet to be dispatched we will cancel the order for you and provide a refund. However, if the goods have already been despatched we will advise you to follow our normal "no quibbles" Returns and Exchange procedures. Please note that all personalized items are exempt from this cancellation rights as they are customised to meet your particular requirement.
Can you deliver orders to a different address?
We are absolutely happy to assist with this, please remember to complete the delivery address details at the checkout.
Can you deliver my order to multiple addresses?
We are currently unable to split a single order for delivery to multiple addresses. Should the need for this arise, please order the goods separately and state the delivery address for each order.
Can I place an order from Non-UK mainland or overseas?
Yes. Customers from abroad can certainly place an order via our website, by fax or by telephone but the order must be for delivery to a UK mainland address (for instance, a gift for relatives based in UK mainland).
Returns and Exchanges
We want you to be 100% satisfied with your purchase at 123 SmartKids. In the unlikely event that you are not completely satisfied with any product bought from us, you may return it to us within 7 days after the delivery date for a full refund of the purchase price minus the original delivery cost or an exchange provided that the product is returned to us in its original packaging (unopened), in re-saleable condition and carefully packaged. PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS, customers will be responsible for the return postage and any original delivery cost paid by the customer will not be refunded. However, orders cancelled prior to dispatch will receive full refund including delivery cost paid.
Also note all that all personalized items are exempt from this cancellation rights as they are customised to meet your particular requirement.
Customer wishing to return or exchange an item must
Contact Us to confirm the return details and obtain a return reference before returning any item to us. Once the return confirmation has been obtained, all returns should be mailed to the following address:
Customer Services
123 SmartKids Limited
P.O. Box 59438
London
SE28 8UH
Faulty or Incorrect Goods
In the unlikely event that an item arrived faulty, damaged item(s) upon receipt of your order or incorrect item was delivered, please notify us at
info@123smartkids.co.uk or telephone
0844 561 7896 within 3 days of receiving the item for your claim to be considered. As part of our 100% customer satisfaction guarantee promise, we will arrange a replacement part or replacement item at no additional cost to you.
How do I request 123 SmartKids Catalogue?
To request our latest Catalogue, please complete the
Request a Catalogue form. This will be despatched to you within 3 working days.
Can I obtain an Invoice for my purchase?
Invoices are usually enclosed in every despatched order. We are also able to isse VAT receipts on all Corporate Account holders, for instance, Schools, Childminders, Colleges, etc. Please contact our Corporate Accounts section at
corporates@123smartkids.co.uk or phone 0844 561 7896 for further details.
Can I obtain a VAT receipt?
Should you require a VAT receipt for your organisation’s purchases please contact us on 0844 561 7896 or email us at
sales@123smartkids.co.uk, we will be pleased to assist.
