Shipping & Delivery

All SMARÁ products are individually handmade to order. We do not hold ready-made stock, so please allow for the applicable processing time before your order is dispatched.

Processing Times

Processing times vary depending on the product and level of personalisation required. The estimated processing time for your order will be stated on the individual product page.

Our bespoke hand-embroidered keepsakes can take approximately 4–8 weeks to create before dispatch.

Processing times refer to the time required to create and prepare your order and are separate from the delivery time provided by Royal Mail.

If your order contains multiple products with different processing times, your order will generally be dispatched together once all items are complete.

If you require an order for a particular date or occasion, please ensure you take both the stated processing time and estimated delivery time into consideration before placing your order.

Delivery

UK orders are dispatched via Royal Mail.

We offer a selection of Royal Mail delivery services. Available delivery options and the applicable postage costs will be clearly displayed at checkout before you complete your purchase.

Complimentary delivery is available on qualifying orders.

Any Royal Mail delivery timeframe shown at checkout is an estimated transit time from dispatch and does not include SMARÁ's processing time.

Royal Mail delivery times are estimates and are not guaranteed. Occasionally, delays may occur within the Royal Mail network due to circumstances outside of our control.

Where tracking is included with your selected delivery service, tracking information will be provided once your order has been dispatched.

Lost or Delayed Orders

If your order has not arrived within the expected delivery timeframe, please contact us so that we can investigate the delivery with Royal Mail.

We retain proof of postage and, where applicable, tracking information for dispatched orders.

Please note that a Royal Mail delivery estimate does not constitute a guaranteed delivery date unless we have expressly agreed a guaranteed delivery date with you.

Damaged Orders

Every SMARÁ order is carefully checked before dispatch.

If your parcel or item arrives damaged, please contact us as soon as reasonably possible and provide your order number together with clear photographs of the item and packaging where possible.

We will review the issue and arrange an appropriate resolution in accordance with your statutory rights.

Delivery Address

Customers are responsible for ensuring that the delivery address entered at checkout is complete and correct.

If you notice an error after placing your order, please contact us as soon as possible. If your order has not yet been dispatched, we will do our best to amend the address.

Once an order has been dispatched, we cannot guarantee that the delivery address can be changed or redirected.

Where an order cannot be delivered because an incorrect or incomplete address was supplied by the customer and the parcel is subsequently returned to us, we can arrange for the order to be resent once it has been received back by SMARÁ. The customer will be responsible for the reasonable additional postage cost of resending the order.

Please be aware that parcels being returned to us by Royal Mail may take several weeks to arrive.

For information regarding cancellations, returns, refunds, faulty goods or personalised orders, please refer to our Refund Policy here.

If you have any questions regarding your order or delivery, please contact us here before placing your order.