Delivery Policy

 

This Delivery Policy explains how orders placed with Smart Kitchen Appliances are processed, dispatched and delivered.

1. Delivery timescales

We aim to deliver most in-stock orders within approximately 1–3 working days.

Many orders may arrive sooner; however, all delivery dates and timescales are estimates unless we have expressly confirmed a guaranteed delivery service in writing.

Delivery times may occasionally be affected by circumstances outside our reasonable control, including:

• Courier delays;

• Adverse weather;

• Public holidays;

• Road closures or transport disruption;

• High seasonal demand;

• Product availability;

• Supplier or manufacturer delays;

• Delivery restrictions in certain postcode areas; or

• Events beyond our reasonable control.

Working days are Monday to Friday, excluding UK bank holidays.

Orders placed during weekends or bank holidays will normally begin processing on the next working day.

2. Order processing and dispatch

Orders are subject to payment authorisation, security checks and product availability.

Once your order has been dispatched, we will send you a dispatch confirmation by email. Where available, this will include your courier tracking number or a link through which you can monitor the delivery.

Tracking information may take several hours to become active after the dispatch confirmation has been sent.

An order confirmation does not necessarily mean that the order has been dispatched.

3. Courier services

Orders will be delivered using courier providers selected by Smart Kitchen Appliances.

We select the courier and delivery service we consider appropriate based on factors including:

• The product’s size, weight and value;

• The delivery address;

• Courier availability;

• Product location; and

• The delivery service purchased.

We cannot guarantee that a particular courier will be used unless this has been expressly agreed before the order is placed.

The courier may contact you directly by email, telephone or text message with delivery updates.

4. Delivery address

We can only deliver an order to the confirmed delivery address provided and accepted when the order is placed.

Please ensure that the delivery address, postcode, contact number and email address are complete and accurate before submitting your order.

Smart Kitchen Appliances cannot accept responsibility for delays or failed deliveries caused by incorrect or incomplete information provided by the customer.

For security and fraud-prevention reasons, we may be unable to change the delivery address after an order has been placed.

Any address-change request must be sent to:

support@smartkitchenappliances.co.uk

We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.

Customers should not attempt to redirect an order directly through the courier without our prior approval. Unauthorised redirection may invalidate certain delivery protections or cause the parcel to be returned.

5. Delivery charges

Any applicable delivery charge will be displayed during checkout before the order is completed.

Delivery charges may vary according to:

• The product ordered;

• The size and weight of the consignment;

• The delivery address;

• The selected delivery service; and

• Whether the address is within a remote or restricted postcode area.

Where an order contains multiple products, the items may be dispatched separately. This will not normally result in an additional delivery charge unless this has been agreed with you.

6. Delivery destinations

We deliver only to addresses accepted through our website checkout.

Certain products or courier services may not be available to every postcode or geographical area.

Additional charges or longer delivery times may apply to some locations, including:

• Northern Ireland;

• The Scottish Highlands and Islands;

• The Isle of Man;

• The Channel Islands; and

• Other remote or restricted postcode areas.

Where we are unable to deliver an order to the address provided, we will contact you as soon as reasonably possible. We may offer an alternative delivery arrangement or cancel and refund the affected order.

7. Delivery estimates

The estimated delivery period normally begins once the order has been accepted and is ready for dispatch.

For pre-order, back-order or temporarily unavailable products, the expected delivery period will begin when the product becomes available unless another arrangement has been expressly agreed.

Estimated delivery dates are provided in good faith but do not represent a guaranteed delivery appointment.

Please do not arrange installation services, tradespeople, time away from work or other commitments until the product has been delivered and inspected.

Smart Kitchen Appliances will not be responsible for reasonable delays outside our control or for avoidable third-party costs incurred before delivery unless the law requires otherwise.

8. Delayed orders

If we become aware of a significant delay, we will make reasonable efforts to notify you and provide an updated delivery estimate.

Please contact us if your tracking information has not updated, or your order has not arrived within the estimated delivery period:

support@smartkitchenappliances.co.uk

Courier tracking information may occasionally show a delay or an inaccurate scan. We may need to allow the courier a reasonable opportunity to investigate before declaring a parcel lost.

Nothing in this policy affects your statutory rights where an order is not delivered within the period required under UK consumer law or within an expressly agreed essential delivery deadline.

9. Receiving your delivery

You are responsible for ensuring that someone is available to accept delivery where a signature or personal handover is required.

Please monitor the tracking information and any delivery notifications sent by the courier.

Before delivery, you should ensure that:

• The delivery address can be safely accessed;

• Gates, entrances and pathways are clear;

• Any access codes or delivery instructions are accurate;

• The product can fit through relevant entrances; and

• Someone is available to receive the parcel where required.

Unless expressly stated otherwise, delivery does not include installation, assembly, connection, unpacking or removal of packaging.

10. Missed and failed deliveries

If nobody is available to accept the delivery, the courier may:

• Attempt delivery again;

• Leave instructions for rearranging delivery;

• Deliver the parcel to an authorised collection location; or

• Return the parcel to the sender.

The exact procedure will depend on the courier and service used.

The customer is responsible for monitoring the tracking information and following any reasonable instructions provided by the courier.

Where a delivery fails because:

• Nobody was available to receive it;

• The customer did not rearrange or collect the parcel;

• An incorrect or incomplete address was provided;

• Access to the delivery address was unavailable;

• The customer refused a correctly supplied and undamaged order; or

• The customer failed to respond to reasonable delivery communications,

the courier may return the order to our warehouse or fulfilment location.

11. Orders returned following failed delivery

If an order is returned to us following an unsuccessful delivery caused by the customer, a failed-delivery charge may be deducted from any refund.

The charge will reflect the reasonable costs actually incurred by Smart Kitchen Appliances, which may include:

• The courier’s return-to-sender charge;

• Any non-refundable delivery cost;

• Handling or processing costs directly resulting from the failed delivery; and

• Any additional courier charges applied to the consignment.

We will provide details of the applicable charge before processing the refund.

This charge will not apply where the delivery failed because of an error by Smart Kitchen Appliances or its selected courier and the customer was not responsible for the failure.

12. Redelivery following a failed delivery

Where a returned order is still required, the customer may request redelivery.

Redelivery is subject to:

• The order having been returned and received;

• The product remaining available;

• Confirmation of the correct delivery address; and

• Payment of the applicable redelivery charge.

A redelivery quote will be provided at the time of the request. The amount may differ from the original delivery charge because it will be based on the courier rates and service available at that time.

Redelivery will not be arranged until the redelivery charge has been paid in full.

13. Refused deliveries

You should not refuse a delivery simply because you have changed your mind.

If you wish to cancel an unwanted order after it has been dispatched, you should accept the delivery and follow our Returns and Refunds Policy unless we have instructed you otherwise.

Where a correctly supplied and undamaged delivery is refused, any reasonable courier return costs and failed-delivery costs may be deducted from the refund.

You may reasonably refuse a delivery where:

• The parcel is clearly and seriously damaged;

• The product is visibly damaged;

• The wrong product has been delivered; or

• We have expressly instructed you to refuse it.

Where possible, please photograph any visible damage before refusing the delivery.

14. Damaged deliveries

Please inspect the external packaging when the order arrives.

Where the packaging is visibly damaged, you should ask the courier to record the damage on the delivery record where possible.

Please report any damaged delivery promptly by emailing:

support@smartkitchenappliances.co.uk

Please include:

• Your full name;

• Your order number;

• A description of the damage;

• Photographs of the external packaging;

• Photographs of the delivery label;

• Photographs of the damaged product; and

• The model and serial number, where available.

Please retain all original packaging, protective inserts, accessories and documentation while the matter is investigated.

Reporting visible damage within 48 hours assists us in investigating the issue with the courier. Failure to report the damage within this period does not remove your statutory rights.

Do not install, connect or use a visibly damaged product unless we have confirmed that it is safe to do so.

15. Missing or incorrect products

If your delivery is incomplete or contains an incorrect product, please contact us promptly at:

support@smartkitchenappliances.co.uk

Some orders may arrive in more than one parcel or on different days. Please check your dispatch confirmation and tracking information before reporting an item as missing.

We may request photographs of:

• The products received;

• The external packaging;

• The shipping label; and

• Any documentation included in the parcel.

Do not use, install or dispose of an incorrectly supplied product while we investigate the matter.

16. Lost deliveries

Smart Kitchen Appliances remains responsible for the goods until they are delivered into the physical possession of the customer or another person identified by the customer to receive them.

If the courier records an order as delivered but you cannot locate it, please:

• Check around the delivery address;

• Check with other members of the household;

• Check with reception or building management, where applicable;

• Check any location identified in the courier’s delivery photograph or notification; and

• Contact us promptly.

We will raise an investigation with the courier where appropriate.

A refund or replacement will not normally be issued until the courier investigation has been completed, unless the law requires an earlier remedy.

17. Multiple-parcel deliveries

Orders containing more than one product may be delivered in separate parcels or by different couriers.

You may receive more than one dispatch confirmation or tracking number.

A partial delivery does not necessarily mean that an item is missing. Please check all tracking information supplied with your order.

18. Risk and ownership

The goods remain at the risk of Smart Kitchen Appliances until they come into the physical possession of you or a person identified by you to receive them.

Once delivery has taken place, you are responsible for the care and security of the products.

Ownership of the goods will not pass to you until we have received payment in full for the order.

19. Circumstances outside our control

We will not be responsible for delays or failure to deliver caused by circumstances outside our reasonable control.

These circumstances may include:

• Extreme weather;

• Flooding, fire or natural disasters;

• Road, port or transport disruption;

• Strikes or industrial action;

• Courier network disruption;

• Government restrictions;

• Supplier or manufacturer disruption;

• Power, telecommunications or systems failure; or

• Other events that we could not reasonably have prevented.

Where such an event causes a delay, we will take reasonable steps to minimise its effect and provide an updated delivery estimate where possible.

This section does not affect any statutory right you may have to cancel where delivery is excessively delayed.

20. Contact information

For delivery enquiries, tracking assistance or to report a delivery issue, contact:

Smart Kitchen Appliances
204–206 Derby Road
Stapleford
Nottingham
NG9 7AY

Email: support@smartkitchenappliances.co.uk

Please include your order number in all correspondence.

21. Changes to this policy

We may update this Delivery Policy from time to time.

The policy applying to an order will normally be the version published on our website when the order was placed.

Nothing in this policy excludes or restricts any consumer rights that cannot legally be excluded or restricted.