FAQs

How do I place an order?

When shopping on our website, you simply need to select your desired product(s) and quantity.
This will then be added to your online shopping cart once you’ve clicked on “add to basket”.
By clicking on your basket, you can view, change, or remove products. 

Once you’re ready to place an order, click on “check out”.

You will then be asked to fill in your address and contact details on the “check out” page.
You can also return to the shopping basket from this page.

Once you have completed filling in the correct contact details, click on “continue with shipping”, where you can select the desired payment method and complete the order.

If you would like to make a change after completing the order, please email: info@smithandsinclair.com


What if my payment has failed?

First ensure that money was debited from your account to begin with.
If you haven’t received an email from us and if nothing has been debited from your account, then you can immediately place a new order. 

If the money has been debited and you haven’t received an email confirmation from us after half an hour, something may have gone wrong. 

For any payment issues, please contact us and we will solve them: info@smithandsinclair.com


How is my order shipped?

Our packages are shipped by PostNL. On the day of dispatch, you will receive a track & trace code by email.

This allows you to track your package on the PostNL website and see when it is delivered:  www.postnl.nl


How long will my order take to reach me?

Your order will be dispatched within 2 working days. No orders are dispatched on weekends and public holidays.

  • Standard delivery Europe & UK Delivery  5-7 business days
  • Standard delivery within The Netherlands 2-3 business days

 

Does the price include VAT?

Yes, all prices shown on our website include VAT.

Does the price include Import duties

For shipments within Europe, no import duties apply

For shipment to the UK, import duties may apply.

https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

Are there any shipping costs?

Orders with a minimum value of GBP 65,00 will be shipped free of charge in the UK
Free delivery within The Netherlands & Europe for orders with a minimum value of €65.00

Check your shipping costs at check-out.


    Can I return my order?

    Yes, you can.
    If you wish to return your order, you can request a free return label via info@smithandsinclair.com. This will then be sent to you by email. You can place this label on the package you’re returning and take it to a local postal point. The refund period is a maximum of 14 days after we deliver the parcel.

    PLEASE NOTE: Opened packages cannot be returned due to hygiene reasons.


    What if I have a complaint?

    If you have a complaint about our products or services, please contact us at info@smithandsinclair.com. We will then provide a substantive response to your complaint within 14 days.


    If you are not satisfied with the handling of your complaint, you can submit it to the Home Shopping Disputes Committee. For Germany:(https://www.degeschillencommissie.nl/english/) and for The Netherlands (www.sgc.nl) or report this to this Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/).


    Where do your reviews come from?

    The reviews published on our website come from verified buyers; Smith & Sinclair does not publish any reviews that can be classified as offensive or harmful to our customers and/or employees.

    We do not publish paid reviews.

    After receiving your order, you will receive an email with a review request. Approved reviews will be published within 3 business days.