Delivery and Returns
The delivery time for your order is 1 to 3 business days to the address you provide during the purchase process, starting from order acceptance. However, during special periods or general promotions such as Cyber Monday, Black Friday, or promotional discount periods on the website, there may be a slight delay due to the high volume of orders.
Once your order is confirmed, we will keep you informed of the shipping status through our communication channels. If you have any questions, you can write to us at our Help Center.
Shipping costs:
• Spanish Peninsula / Portugal:
Order under €30: €5.95
Order over €30: FREE
• Balearic Islands:
Order under €30: €9.95
Order over €30: €5.95
• Canary Islands, Ceuta and Melilla / Azores and Madeira:
We do not ship to
Returns
Right of withdrawal:
If you act as a consumer and user when placing an order on our website, you have the right to withdraw from the contract in whole or in part within 14 calendar days (two weeks), without any justification, provided that the nature of the purchased goods allows it. In this regard, exercising the right of withdrawal will require returning the product in the same condition in which it was purchased, that is, with its original packaging and label. As stated, this period expires 14 calendar days after receiving the order (if more than one delivery is required for the same order, the period will be counted from the receipt of the last delivery). If you want to return only part of the order, a partial refund will be issued for the returned items. To exercise the right of withdrawal, you must contact us through our Help Center. within 14 calendar days.
Consequences of withdrawal:
If you wish to exercise your right of withdrawal, we want to make the process easier for you and offer two methods to carry it out:
1. Pickup by SMILEAT: We will send a courier to the delivery address to collect the order. This service has a cost of €5.95, which will be deducted from the refund amount.
2. Shipping to our warehouse:
SMILEAT S.L.
c/ Gran Vía 62, 5º Right.
28013 Madrid
In this last case, SMILEAT will not apply any service charge, but the risk of loss or damage to any of the products will be borne by the customer. It is important to note that to make the return using this method, it is necessary to inform SMILEAT in advance through our Help Center.
Once the return order is received and the products have been verified, we will proceed to refund the total order amount within the next 14 calendar days (two weeks). If the first shipping method was chosen, the return shipping cost of €5.95 will be deducted. This refund will be made using the same payment method used in the initial transaction.
Common provisions:
If the order includes any customized product, returns will not be accepted. Likewise, considering that our products are food items, returns will not be accepted for opened, handled, or altered products, unless these issues were caused by an incident during shipping, which the customer must report to SMILEAT at the time of product delivery. It is important that each product to be returned complies with the terms set forth in this return policy and current regulations, as otherwise no right to a refund will be generated.