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Frequently asked questions
I'm missing a product from my order, what do I do?
Since we have a large assortment of products that are not stored in the same warehouse, it is possible that some products get shipped separately. Do not worry, it is quite normal that you receive a product a few days before the other. If we send them separately, you would be informed and tracking number will be shared for each item.
What do I do if I receive a faulty item in my order?
We want to sort out any issues with faulty items straightaway.
As soon as you discover a fault, please contact our Customer Care Team by providing one of the below options with:
The order number and the email id used for ordering.
The faulty item's name and number
A description of the fault
Will you refund the shipping charges on my parcel?
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
What do I do if the Gift Voucher I bought hasn't arrived?
Why is the website product code different to my delivery note?
The product code on your delivery note is unique to the size and colour combination of your item. This may vary from the general code found in the 'Product details' section on the item page.
Don't worry, the product code on your delivery note is the one you need to use if you are querying or returning something.
How do I check the status of my order?
Our fulfillment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. Once you order has been shipped, you will receive a notification through email or Facebook messenger. You can always send us a message through Facebook or email us at email@example.com and we will help you with any questions about the tracking. If you did not receive any updates on your order, please contact us immediately and we will do all we can to investigate.
PRODUCT & STOCK
How can I purchase a gift voucher?
Why have I received an email saying the item I've ordered is out of stock?
We're really sorry if you've received an email saying one or more of the items you've ordered is out of stock. It happens rarely as we closely watch our stocks and restock them when we have a stock below a threshold.
When this happens, it means we thought we had stock of the item when you placed the order. However, when we went to pack your order up we realized we didn't have the item available anymore.
We will either provide you an option of full refund and also give you date when the stock will be available. And it will be your choice o either continue with your order or just cancel your order.
How can I search to find products on the website?
Our best selling products are listed on the home page. And all the other products you can search using the search bar on top.
Can you help me with my Promo Code?
Does Smile Baby Smile provide a quality guarantee for all the products being sold?
Absolutely! If you do not like the product or find damages to the product, contact us immediately! We do all we can to ensure your best shopping experience. You can simply contact us and we'll get it addressed!
RETURNS AND EXCHANGES
What is your return policy?
If you are not 100% satisfied with your purchase, you can return the product for up to 30 days from the date you received it and get a full refund. We just ask that you return it in the same condition you received it, and in the original packaging. Visit our return policy
Do you offer a refund if I don't like the product?
Visit our refund policy page for complete details. If you have any additional questions that have not been addressed in our FAQ, please contact us and we will get back to you as soon as possible. We are happy to answer any questions you have.
How can I get in contact with you?
We handle customer service through Facebook Messenger and email. Visit our Facebook Page here to open up a chat with us on Facebook Messenger, or send us an email at firstname.lastname@example.org with any questions or concern that you have. We would respond to your queries usually within minutes. If it is outside the business hours, then within 24 hours, you would receive a response from us.
When can I expect my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Visit our refund policy
Can I buy wholesale from you?
At which point do you collect my personal data and what is it used for?
The personal data we collect from you is by consent only. At no point do we collect any information about you which you do not agree to give. Personal data is being collected at the following instances, after your consent to give it to us:
Email opt-ins: Throughout your visit to our store you may encounter pop-up which enable you to enter your email in order to subscribe to our newsletter and/or receive a discount. Only your email is collected, and it is used for these purporses only, and is not at any point forwarded to a third party.
Order details: While placing an order you will be required to enter your address and email. You may also enter your phone number, but that is optional. This data is used for shipping the items you purchased directly to you, and sending you via email order confirmation emails and shipping confirmation emails with tracking numbers. Your email address is not forwarded to any third party at any point. Your name and shipping address are forwarded to the courier for the purpose of delivering your goods only.
Newsletter subscription: When entering your email while placing an order, your email is entered into our mailing list so that we may send you future discounts and offers. Should you prefer not to be entered into our mailing list you can uncheck the "subscribe" box, or unsubscribe to the newsletter at any time via the "unsubscribe" link, placed at the bottom of every newsletter.
NOTE: any payment data, such as credit card number, is not collected by us, but rather by a third party payment gateway (Paypal or Credit Card), which complies with all privacy and security regulations. We are not exposed to, or hold, any of your payment data.
By using our website, you (the visitor) agree to allow third parties to process your IP address, in order to determine your location for the purpose of currency conversion. You also agree to have that currency stored in a session cookie in your browser (a temporary cookie which gets automatically removed when you close your browser). We do this in order for the selected currency to remain selected and consistent when browsing our website so that the prices can convert to your (the visitor) local currency.
Do you prices include and import/custom taxes or other taxes?
No they don't. In some cases, products from outside of your home country require additional taxes, such as import taxes and customs, to be paid. This depends on the product and destination country. Also, domestic taxes may apply in different scenarios. Any and all such taxes will be under the responsibility of the customer only, and Smile Baby Smile will not be held responsible for these. For US customers, no taxes or customs duties are applicable.
Do you ship Internationally?
Yes! We ship locally in US and worldwide to ensure that every customer will enjoy his or her shopping experience with us.
Is my credit card information stored on your website?
No credit card information is ever stored on our servers. We use Stripe.com, one of the most secure and reputable payment processors available. Our website complies with the Payment Card Industry Data Security Standards (PCI DSS). Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry. Stripe forces HTTPS for all services using TLS (SSL).
All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons are able to obtain plaintext card numbers; instead, they can just request that cards be sent to a service provider on a static whitelist. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure and doesn’t share any credentials with Stripe’s primary services (API, website, etc.).
Smile Baby Smile never sees (or has access to) your credit card data at all. When payment information is collected, it is securely transmitted directly to Stripe without it passing through our servers, so you can rest assured that your credit card information is safe.
We also use PayPal for payments. PayPal is one of the safest ways to pay online as they share only needed information with Smile Baby Smile like the delivery address. You can read more about PayPal security here.
STILL HAVE ANY QUESTIONS?