Delivery and returns
Your order will be delivered within 1 to 3 business days to the address you provide during checkout, starting from order acceptance. However, during special periods or general promotions such as Cyber Monday, Black Friday, or promotional periods with discounts 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 about its shipping status through our communication channels. If you have any questions, you can contact us through our Help Center.
Shipping costs:
• Mainland Spain / Portugal:
Orders under €30: €5.95
Orders over €30: FREE
• Balearic Islands:
Orders under €30: €9.95
Orders over €30: €5.95
• Canary Islands, Ceuta and Melilla / Azores and Madeira:
We do not ship
Returns
Right of withdrawal:
If you are acting as a consumer 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 providing a reason, provided the nature of the item purchased allows it. In this regard, exercising the right of withdrawal entails the obligation to return the product in the same condition in which it was purchased, that is, with its original packaging and label. As stated above, this period expires 14 calendar days after receipt of the order (if more than one delivery is required for the same order, the period will be counted from receipt of the last delivery). If you wish to return only part of your order, you will receive a partial refund for the returned items. To exercise your 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 ways to do so:
1. Collection by SMILEAT: We will send a courier to the delivery address to collect the order. This service costs €5.95, which will be deducted from the refund amount.
2. Ship to our warehouse:
SMILEAT S.L.
c/ Gran Vía 62, 5th Floor, Right.
28013 Madrid
In this latter case, SMILEAT will not charge any service fees, but the customer will bear the risk of loss or breakage of any of the products. Please note that to return products using this method, you must notify SMILEAT in advance through our Help Center.
Once we have received the returned order and completed the product inspection, we will refund the full order amount within the following 14 calendar days (two weeks). If you selected the first shipping method, the return shipping fee of €5.95 will be deducted from the refund. The refund will be issued using the same payment method used for the original transaction.
General provisions:
If the order includes any personalized product, returns are not possible. Also, since our products are food products, opened or handled products, or products showing any signs of alteration, cannot be returned unless this was caused by an incident during shipping, which the customer must report to SMILEAT upon delivery of the product. It is important that each product to be returned meets the terms set out in this returns policy and applicable regulations, as otherwise there will be no entitlement to a refund.