Just a little heads up that due to the current COVID-19 pandemic, lots of makers around the world are turning to their favourite crafts to support them in this time of uncertainty and we’re therefore much busier than normal. Our Smiles team are working really hard to answer the queue of questions before we get to new ones, so please check our answers below before reaching out!
Are you still open and delivering orders? Are there any delays?
Yes, we’re still open! We are working hard to deliver our parcels of joy to you, whilst also protecting the health of our team. Parcels are taking a little longer to dispatch from our warehouse, so please check our latest delivery times here. We’re experiencing minor delivery delays in some parts of the world where authorities are applying special measures, so please allow extra time for our parcels to reach you. Read more in our COVID-19 FAQs.
Why does my order say ‘complete’ when I haven’t received it?
Don’t worry, your order is on its way! This means it’s completed its journey from our warehouse to the courier and is currently in transit.
I didn’t receive an order confirmation, did my order go through?
You’ll receive a confirmation of your order to the email address associated with your account, or to the address you entered at the check out. If you can’t find the confirmation in your inbox, check your junk mail, the email will be from firstname.lastname@example.org
When will something be back in stock?
We’re sorry we’re unable to give an exact date, but you can set up an email notification for when it’s back in stock. Simply go to the product page, select the shade you'd like and click on 'Notify me'.
Can I have a discount code for my order?
You can check out our latest deals and offers here!
Can you print and post a PDF pattern to me?
I am really sorry we’re unable to print PDF patterns for you. If you don’t own a printer and need a printed copy, we recommend trying an online printing service which can print and post your pattern for a fee.
Need help with anything else? Our Help Centre will guide you to the answers you need! You can also find our latest COVID-19 updates and FAQs here.
If your question can be answered here rather than emailing us, we'd really appreciate it. This way we can prioritise responding to questions about placed orders, and work as hard as humanly possible to get through your queries. Thank you for your patience, you makers are amazing!