Shipping policy

Lil' Smilers® ("we" and "us") is the operator of Lil' Smilers® ("Website"). By placing an order through this website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

COVID-19 Update: Shipping times are subject to possible disruption. Some orders might be affected by the virus which may result in longer delivery than usual.

  1. Shipping Costs

We offer FREE UK shipping for all orders placed £15 and over. Orders below £15 will have a flat rate charge of £4.00. All customers will receive 48 hour tracked postage using Royal Mail services. All orders placed before 5pm on that day will be shipped the next day. Any orders placed after 5pm will be shipped the day after. i.e: Order placed on 1st before 5pm will be shipped on 2nd. Orders placed on the 1st after 5pm will be shipped on the 3rd.

  1. Delivery Terms

2.1 Shipping, Processing & Delivery Time

We ship from our Lil' Smilers headquarters warehouse in London. Processing time can take up to 2-3 days (depending on the day the order is placed. All orders are shipped out the next working day excluding Sundays. 

UK 48 Hour Next Day Shipping 

Generally, takes 2-3 business days once shipped, depending on your location. Factoring in processing and shipping times, delivery time can take up to 4-5 business days.

2.3 Dispatch Time

Orders are usually dispatched the next working day. Our warehouses operate Monday - Saturday during standard business hours.

2.4 Change Of Delivery Address

For a change of delivery address requests, we are able to change the address within 24hrs of receiving the order/before the order has been dispatched. Please note, that all orders are shipped the next business day.

If an incorrect shipping address is provided by the customer, we will gladly resend the product once it is returned to our depot. However, the customer will be responsible for covering the additional shipping costs for the reshipment. 

2.6 Items Out Of Stock

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order. We are happy to email the customer to ask if they would like to refund or to exchange it for a different item of the same value.

2.7 Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us at hello@lilsmilers.co.uk so that we can conduct an investigation.

  1. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

  1. Parcels Damaged In Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service hello@lilsmilers.co.uk. If the parcel has been delivered without you being present, please contact customer service with the next steps.

  1. Duties & Taxes

5.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website

5.2 Import Duties & Taxes

Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by the customer upon arrival in the destination country 

  1. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy. We are only able to accept refunds of this nature if the products in the order have not been tampered with in any way. The cost of the delivery will be the responsibility of the customer. Please ensure that a tracked or signed service is used for your own insurance.

  1. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

8.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim and if required, the product is received at our depot.

8.2 Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

  1. Customer service

For all customer service inquiries, please email us at hello@lilsmilers.co.uk