Delivery & Returns Information


Free next-day delivery on all orders over £99, placed before 4 pm (Mon-Fri)

 

 

 

COVID-19 Update 

07/09/2020

We are making some exciting new changes to our logistics as we have outgrown our existing warehouse and in order to accommodate for the increasing demand, we are moving to a new fulfilment house which will benefit us and our customers. Our transition period will be starting on 8th September so all orders placed after 4pm on Monday 7th September will be dispatched once normal service resumes which is anticipated to be Thursday 10th September. 

We appreciate your patience and understanding during this time and if you have any questions regarding your order, please get in touch quoting your order number.

09/05/2020

While 85% of orders are still being delivered on time, due to the unprecedented demand for online shopping, we are no longer able to guarantee next day delivery. While our fulfilment team are trying everything they can to get all orders out on time and our courier services are predominantly running smoothly, there is a small chance that your order may be delayed by 1-2 working days. You will be updated by email/text every step of the way and you will always receive a 1-hour time slot on the day it is due for delivery.

24/03/2020

Following the government's latest statement regarding the coronavirus pandemic, we are pleased to confirm all services including our customer service team, fulfilment facility and delivery services are still fully operational. There are no changes to our 4 pm next day delivery cut-off time.

Our customer service team are all working from home who are working normal office hours to answer your enquiries via telephone, online chat and email. Our fulfilment facility are currently using a skeleton workforce where measures are taken to ensure all staff members are within safe distances of each other and hygiene precautions are maximised. We have been advised it is not possible for parcels to transmit the virus. 

Our DPD and DHL delivery service have advised you will not need to make contact with the signature scanner as your surname will be taken manually. You are still able to request your parcel(s) to be left in a safe place of your choosing using the DPD app, however drivers are already taking measures to ensure no contact is made during the exchange of parcels.

More updates will be posted here as and when the situation changes.

If you would like any clarification on these circumstances, please don't hesitate to reach out to a member of our team.

Thank you for choosing to shop with Smart Home Sounds.

 

 

If you've finally made your decision to purchase a new speaker system, we understand you will want your items to arrive as quickly and safely as possible. Our cut-off time for next day delivery is 4pm Mon-Fri (excluding bank holidays) so all orders placed before then will receive the following day.

 

Free Saturday delivery*

Our free next day delivery service includes Saturday deliveries and is applicable on all orders placed before 4pm and over £99. Orders under £99 will be charged £3.99 for next day delivery including Saturdays.

Any orders placed after 4pm on a Friday will be processed the next working day for next day delivery

 

FREE Delivery - Next Day Courier

(dispatched same day before 4pm)

FREE (Orders over £99)

Orders under £99 - Next Day Courier £3.99
Next Day Before 12 £6.95
Saturday Delivery

FREE (Orders over £99)

Ireland - Two Day Courier £11.00
Scottish Highlands - Two Day Courier FREE

 

 

  

We keep you updated using state-of-the-art tracking and notification systems

  

Customers will be kept up to date via email and text notifications throughout the whole order process. This starts when your order is passed to our warehouse and collected by our courier service. You will also receive full delivery date and time slot notifications from our courier. They will allocate a delivery slot of one hour, enabling you to track your delivery every step of the way as we know how frustrating it can be waiting in all day for a parcel.

 

Our selected couriers

 

As we believe the delivery service is a vital part of online shopping we use DPD for all next day orders (excluding finance orders) as they are statically the most reliable courier in the UK.

We understand courier services can be subjective but by selecting statistically the most reliable courier in the UK we ensure deliveries are received on time 99% of the time.

 

 Delivery on Interest-free orders

 

 We use UKMail for all of our interest-free orders and due to the lender's requirements, all deliveries must go to the billing address used in the finance application. Unfortunately, changing the delivery address or collecting from a pick-up shop is not an in-flight delivery option so please consider this when submitting your application.

 

Returns Information

At Smart Home Sounds, we take customer satisfaction very seriously. We endeavour for all customers to be 100% satisfied with their purchase. That’s why we offer a 30-day hassle-free returns policy and you will be assigned a dedicated member of staff who will help you through the returns process from start to finish.

If your purchase isn’t quite what you expected for any reason, we can help with exchanging the product for an item we think will be much more suitable for you, out of our range of products. Or, if you would prefer a refund, you can return the items at your cost in their original packaging and condition within 30 days of receiving the item for a full refund.

Our standard shipping is free as standard but if you paid for an upgraded shipping service this will be refunded. 

If items are not returned in their original condition or missing packaging, instruction manuals or components, to the extent it has impacted the resell value of the item, a partial refund will be given at the manager’s discretion.

Only products purchased directly from our website are eligible for a return. 

If you need to return a faulty or damaged product? Don’t worry Smart Home sounds will arrange a collection or exchange should this be necessary.

How do I return an item?

  1. You can request a return by calling us on 0800 677 1100 or emailing us on info@smarthomesounds.co.uk. If your request is made within 30 days, we will authorise your return and send you the shipping address and RMA information.

  2. Secure your items in all of the original packaging that was sent to you, along with all components and manuals. Double boxing and padding out any gaps with paper or bubble wrap can prevent any damage in transit. A well-packaged and fully complete return is more likely to avoid a restocking fee. 

  3. Ship your item to the address listed on your RMA form using your preferred courier. We recommend using a trackable service, which will cover yourself in the unlikely event it is lost in transit. As soon as your return has arrived at our warehouse, we'll refund your original payment method (minus any applied restocking fees). Please allow up to 3-5 working days for the funds to show in your account.

Full terms & conditions

Getting in touch

  

If you have any issues regarding your delivery, please don't hesitate to get in touch by email on info@smarthomesounds.co.uk or by calling 0800 677 1100 and we will do our best to find out as much detail about the delivery for you.

Alternatively, if your delivery is en-route, further information may also be available from the courier directly.