Frequently asked questions
Please check this FAQ first before contacting us.
Hot Topics
- My account
- Ordering
- Return & Refund
My account
Below are the most frequently asked questions regarding account creation, account management, and other general inquiries. If you need further assistance, feel free to contact our customer support team.
1. WHow do I create an account?
To create an account, go to our website and click on the "Create Account" button in the top right corner. Enter the required details, such as your first name, last name, email address, and password, to complete your registration.
2. I forgot my password, what should I do?
If you’ve forgotten your password, click on the "Forgot Password" link on the login page. Enter your registered email address to receive instructions on how to reset your password.
3. How can I update my account details?
After logging in, go to your user profile to update your personal details, shipping address, and payment methods.
4. How can I delete my account?
To delete your account, please contact our customer service team. We will assist you in removing your account and ensuring your data is securely deleted.
5. How can I benefit from membership advantages?
By becoming a member, you will have access to exclusive discounts, faster checkout, order tracking, and more. Simply create an account to start enjoying these benefits.
6. I am experiencing security issues with my account, what should I do?
If you experience any security issues with your account, please contact our customer service team immediately. Your security is our priority, and we will resolve any issues as quickly as possible.
7. Can I shop without creating an account?
Yes, you can shop without creating an account. However, creating an account allows you to track your orders, view your purchase history, and enjoy faster checkout for future orders.
8. What are the benefits of having an account?
The benefits of having an account include exclusive discounts, personalized product recommendations, easy access to your order history, and quicker checkout in the future.
9. Is my personal information safe?
Yes, your personal information is safe with us. We use your data solely to process your orders and provide you with the best possible service. Please refer to our [Privacy Policy] for more information on how we protect your data.
10. Is there a fee to create an account?
No, creating an account is completely free. There is no cost associated with signing up, and you can enjoy all the membership benefits without any charges.
Ordering
Find the answers to some of the most commonly asked questions regarding ordering on SmartHelmet.uk. If you need further assistance, please reach out to our customer support team.
1. How do I place an order?
To place an order, browse our website, add the items you wish to purchase to your cart, and then proceed to checkout. Follow the steps to enter your shipping details and payment information to complete your order.
2. Can I change or cancel my order after placing it?
Once your order has been processed, we are unable to make changes or cancel it. However, if you need to modify your order, please contact us as soon as possible, and we will do our best to assist you.
3. How will I know my order has been confirmed?
After you complete your purchase, you will receive an order confirmation email with the details of your order. Please check your inbox (and spam folder) for this confirmation.
4. Can I track my order?
Yes, you can track your order once it has been dispatched. We will send you a tracking number via email, which you can use to check the status of your delivery.
5. Do you offer same-day shipping?
We offer fast shipping options, but same-day shipping is not guaranteed. Orders placed before 2 PM (GMT) will be processed on the same day; however, please check our delivery policy for more details on estimated delivery times.
6. What should I do if I received the wrong product or a damaged item?
If you receive the wrong product or if your item is damaged, please contact our customer service team immediately. We will resolve the issue by offering a replacement or refund, depending on the situation.
7. Can I order products as a guest?
Yes, you can place an order as a guest without creating an account. However, creating an account allows you to track your orders, save shipping information, and receive personalized updates.
8. Are the prices on the website including VAT?
Yes, all prices displayed on our website include VAT unless stated otherwise.
9. How do I know if an item is in stock?
Product availability is listed on each item’s page. If an item is out of stock, you will see a notification that it is unavailable, and we will notify you once it’s back in stock if you choose to sign up for stock alerts.
10. Do you accept international orders?
Currently, we only ship within the United Kingdom. We do not accept international orders at this time.
return & Refund
Below are the most frequently asked questions regarding our return and refund process. If you need further assistance, please contact our customer support team.
1. What is your return policy?
We offer a 30-day return policy. If you're not satisfied with your purchase, you can return the product within 30 days from the date of delivery. Please ensure the item is unused, in its original packaging, and in resellable condition.
2. How do I initiate a return?
To initiate a return, please contact our customer service team with your order number and the product you wish to return. We will provide you with instructions and an RAN (Return Authorization Number) to complete the process.
3. Do I need to pay for return shipping?
Yes, the cost of return shipping is the responsibility of the customer unless the product is damaged or incorrect. In such cases, we will cover the return shipping costs.
4. Can I return a product that I’ve used or opened?
We can only accept returns for products that are unused and in their original condition. Opened or used items, unless defective, cannot be returned.
5. How long does it take to process my return?
Once we receive the returned product, it typically takes 5-7 business days to process the return and issue a refund.
6. Will I get a full refund?
Yes, we offer a full refund for returned items, minus any return shipping costs, if applicable. The refund will be issued to the original payment method used at the time of purchase.
7. Can I exchange my item instead of getting a refund?
We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order for the product you want.
8. What happens if my item is faulty or damaged?
If you receive a faulty or damaged item, please contact us within 7 days of receiving your order. We will arrange for a replacement or refund, including covering the return shipping costs.
9. How will I know when my refund is processed?
Once your return is processed, you will receive a confirmation email, and the refund will be issued to your original payment method. Please note that it may take 3-5 business days for the refund to appear in your account, depending on your payment provider.
10. Can I return sale or clearance items?
Sale or clearance items are non-returnable unless they are faulty or damaged upon arrival.
