Frequently asked questions
We don't have an instruction manual for raising your little one, but we do have the answers to the questions you ask us most often. If you still have any questions, visit our help center and we'll be happy to assist you.
What does eco-friendly mean?
An ecological, biological, or organic product is certified and bears the corresponding organic seal in accordance with organic production regulations.
Organic production is based on respect for the environment and establishes basic requirements for the production, labeling, and control of products from livestock farming, aquaculture, and agriculture.
All organic products respect the environment, improve animal welfare, and provide consumers with greater amounts of nutrients because they maintain natural growth cycles in both agriculture and livestock farming, while also eliminating the residues associated with food that accumulate in our bodies (fertilizers, pesticides, hormones, antibiotics...).
The exception
The fish jars do not bear the European organic seal, and we will explain why: European legislation does not allow wild-caught fish to be considered organic because their diet cannot be controlled in the wild.
Therefore, jars containing wild hake (a fish that cannot be farmed) cannot bear this seal.
Why don't we use preservatives?
Although our products have a long shelf life, no artificial preservatives are used in our production process.
Instead, our products undergo a natural sterilization process: once they are packaged and vacuum-sealed, they are exposed to high temperatures in a special chamber to eliminate any microorganisms from the product and prevent it from spoiling.
It is similar to the process we use at home when we want to prepare preserves. This is how the product can be preserved for much longer.
What allergens can you find
- The jars contain no allergens.
- The pouches contain no allergens except the yogurt and oat pouch (which contains gluten, milk proteins, and milk) and the yogurt and raspberry pouch (which contains milk proteins and milk).
- The baby cereals contain milk proteins and milk; specifically, the 7-grain cereal also contains gluten. They may also contain traces of soy and nuts.
- The spelt and cereal biscuits may contain gluten, milk proteins, milk, egg, nuts, and soy.
- The multigrain bread rolls contain milk proteins and milk. They may also contain traces of soy.
- The breakfast cereals contain gluten, milk proteins, and milk, and may also contain traces of soy.
Best before date
We recommend reviewing each product individually.
As a general rule:
- Jars: 24 months.
- Pouches: 12 months.
- Baby cereals: 12 months.
- Smilitos: 6 months.
- Biscuits: 10 months.
How long do the jars last once opened?
We recommend consuming the jar within a maximum of 24 hours once opened, provided you keep it refrigerated.
If you wish to freeze it, seal it very well and store it until its expiration date. Please note that jars containing potato will change in texture once thawed, so we recommend avoiding this storage method.
Is my little jar in good condition?
Check whether the central safety button on the jar's lid clicks or sinks: if it does, DO NOT CONSUME. It may have lost its vacuum seal due to an impact during transport.
If this is the case, contact us by email at info@smileat.com
When is each product introduced?
Every baby is different, and the introduction of all new foods should be supervised by a professional.
Gluten-free baby cereals can be given from 4 months of age, and 7-grain cereal from 6 months.
When the baby starts complementary feeding -at 6 months. it is recommended to introduce fruit jars, followed by jars of vegetables, meat, fish, and legumes.
Finally, our snacks (Smilitos, Pouches, Panecitos, Biscuits) can be introduced once the baby no longer has an extrusion reflex and can grasp objects between their fingers and thumb; provided that all the ingredients they may contain have been introduced beforehand.
Until what age can I give them the products?
Our products have no age restrictions, although a baby’s nutritional needs change as they grow.
Our products can be the perfect complement to meals, dinners, and snacks for any baby or child. Even adults and seniors.
What is Bisphenol A, or BPA?
Bisphenol is a chemical contained in some plastics used for children's products such as baby bottles, containers, spoons, and plates; it is associated with effects on the baby's cardiovascular and endocrine systems.
At Smileat, we choose bisphenol A-free containers and lids, even though its use is permitted under the regulations of Spain and many other countries.
We choose to invest in your baby's health, just as we do with all our ingredients and processes. Therefore, none of our containers (jars, lids, pouches, etc.) contains bisphenol A.
What does the SMILEAT subscription include?
We’ll tell you honestly: your subscription will always be at the best price, while guaranteeing product availability and maximum flexibility.
From your customer account, pause or cancel your subscription whenever you want.
Choose your favorite Smileat products and how often you want to receive them: every 2, 4, or 6 weeks. On the date you choose, your Smileat order will be generated, and you’ll have it at home within 24-72 hours, keeping your pantry stocked at all times.
Want to make your everyday life easier? You can start designing your subscription here.
How do I activate my subscription?
You can start your subscription here, choosing the products you prefer and the desired frequency (every 2, 4, or 6 weeks). The products you choose will be added to your cart (minimum 12)
In your cart, you can view your order summary. Click 'Checkout' to fill in the shipping details form and proceed to pay for the first subscription order.
You are free to change or cancel your subscription order at any time before the next subscription order.
Tip: add at least €30 to your cart so shipping is completely free.
If you have any problems with the process, contact us through the help center.
What are the benefits of subscribing?
Making your life easier! That’s essential, but you’ll also get: 15% savings forever, access to presales and gifts, convenience, flexibility, and guaranteed availability for your subscription orders.
When will my subscription order arrive?
Whenever you want! The first order arrives within the following 24-72 hours, and subsequent orders will be generated automatically at the frequency you choose: every 2, 4, or 6 weeks, and you will receive them 24-72 hours later.
How is payment made?
To activate your subscription, you will need to enter a payment method, and the payment will be processed automatically when your subscription order is generated. The process will be the same for subsequent orders: when the order is generated, you will receive payment confirmation.
How can I add products to my subscription?
You can easily add new subscription products by accessing your customer account. Click 'MANAGE SUBSCRIPTIONS' and go to the 'Subscriptions' section, where you will see the 'Add product' button. If you don't have an account, you can access it HERE
Find the product you want to add, select it, and add it on a recurring basis or just once to receive it only with your next order.
If you prefer, we can help you through our HELP page or by emailing us at info@smileat.com
How can I add a discount code to my subscription?
You can add a discount code to your subscription by accessing your customer account. Click 'MANAGE SUBSCRIPTIONS' and access the 'Subscriptions' section. At the bottom, you will see the "Add discount" button, where you should enter it.
NOTE: Only discount codes from the points program called "X€ Discount on your next Subscription order" and, occasionally, those announced in promotions dedicated to subscriptions will be valid for subscriptions.
If you prefer, we can help you through our HELP page or by emailing us at info@smileat.com
How can I change the renewal date of my subscription?
You can easily change the day on which you want your subscription order to be generated by accessing your customer account. Click 'MANAGE SUBSCRIPTIONS' and go to 'Your next order' to edit the 'Order date' or any other details. Please note that your order will arrive within 24-72 hours from that date.
How can I postpone or move up my subscription?
By changing the renewal date as we explained in the previous question, you can postpone or bring forward the order as much as you like.
What happens if I go on vacation?
No problem! Follow the instructions in the "How can I change my subscription renewal date?" section and schedule your next order for the day that works best for you.
How can I cancel my subscription?
We don't want you to leave. But if that's what you want, you can cancel your subscription at any time by accessing your customer account here or, if you don't have an account, by clicking here.
Once there, click 'MANAGE SUBSCRIPTIONS' and go to the 'Subscriptions' section to view your subscription. Cancel your subscription and that's it!
What happens if my subscription order isn’t generated?
Don't worry! It can happen for various reasons: an error with the payment or our website, a card with insufficient funds, an incomplete field in your subscription... But we're here to help.
Write to us at info@smileat.com or through our HELP center, and we'll help you receive your Smileat order before your little one starts crying.
Where to buy?
You can buy all our Smileat and TRIBOO products individually or save with our bundles in the Online Store. You will also have access to exclusive products.
You can also buy our products at thousands of physical points of sale. You can find the nearest store on our Find Us page.
Shipping time
Your order may take 1 to 3 business days to arrive at your address. Usually, your order should not take more than 48 hours to reach its destination.
Orders placed during special or promotional periods (such as Black Friday) may take a little longer to arrive.
You can check the status of your shipment in the email you will receive once your order has been confirmed as "order shipped" or in your web user account, under the order information.
Payment methods
You can pay by debit/credit card (Visa or Mastercard), PayPal, Bizum, Apple Pay, Google Pay, and Shop Pay. Our website uses SSL security certificates, so your payment details are encrypted at all times.
Shipping costs
- Orders over €30 qualify for free shipping throughout mainland Spain.
- Orders under €30 have a shipping cost of €5.95.
- Orders to the Balearic Islands have a shipping cost of €5.95 for orders over €30 and €9.95 for orders under €30.
- We do not ship to the Canary Islands, Ceuta, or Melilla.
Where to enter a promotional code?
Once you confirm your shopping cart, you will access the shipping address and payment pages. There, you will see a field where you can enter the coupon and automatically check whether the code is valid and the discount applied to the order.
Changes and returns
- Unfortunately, we cannot make changes to our orders; we can only respond to orders that were sent incorrectly or are defective.
- For returns, you have the right to withdraw from your purchase within 14 calendar days without providing any justification. The withdrawal period will expire 14 calendar days after the day on which the order is delivered to you or to a third party authorized by you. More information is available in the shipping and returns policy.
To initiate a return, you must contact us through our Help Center.
What to do in case of breakage?
To process the claim, you must contact us through our Help Center.
Once the photographs and damage have been reviewed, the item will be replaced immediately or the full amount will be refunded, with us covering all shipping costs.
Important:
- If the damage is visible, it must be noted by the delivery person when accepting the order; otherwise, do not accept it.
- After 5 days from receipt, we cannot be held responsible for damage to orders received.
My order hasn’t arrived
As soon as the order leaves our warehouse, you can track it using the tracking number we will send you by email. We work with these delivery companies:Correos Express,SEUR andPaack.