Delivery

SMARTIFY SHOP SHIPPING POLICY

SMARITFY Shop is a global multi-seller arts and heritage marketplace with every order helping directly support our museum and gallery partners. We offer a collection of hand picked products from different partners around the world. As a marketplace we don’t hold stock, so when an order is placed with us, the product gets shipped from the museum itself.

If you have purchased multiple products from different museum suppliers at the same time, each product will be sent separately and directly from each individual museum.

SMARTIFY Shop is not directly responsible for the delivery of products purchased on our site. Responsibility for this is passed to the museum supplier once the purchase has been made and payment has been collected by us. However, we manage all customer communications, so if you have any issues with delivery of your product, please contact us at support@smartify.org.uk first. Throughout this policy, we refer to our museum partners as our “Retailers”.

WHERE ARE SMARTIFY SHOP PRODUCTS DELIVERED AND WHAT ARE THE DELIVERY COSTS?

Each of our Retailers select which countries in the world they deliver to, and they set their own delivery costs for each country (which will vary). If this is not clearly stated on the individual product page, then you will be able to check in the shopping bag before proceeding to payment.

Our Retailers also select their own couriers, which may also differ by country.

WHERE DO PROMOTIONS APPLY?

If you use a promotional code, the reduction is usually applied only to the price of the product and not the delivery cost at checkout.

HOW ARE VAT AND IMPORT DUTIES MANAGED?

All UK orders have VAT already included, so you should not be charged VAT for orders you receive in the UK. However you may be liable for import duties if you order a product from outside the UK e.g. from the US or EU.

For customers outside of the UK, your order may be subject to VAT and import duties, taxes and potentially other fees which are levied on the products upon arrival into your country, based on where you live.

As the customer, you (and not us or the Retailer) are responsible for paying any duties, taxes, and other fees that apply in your region. These are government-imposed duties that we have no control over. Should you require more information, please contact your local customs office.

Depending on the postal services used by the Retailer, you will have either an option to pay any additional fees online by following the tracking number available once your order is shipped, or directly to your courier upon delivery. Note: you will be required to pay any relevant duties before your items will be released to you.

Unfortunately, if you fail to pay any charges and the parcel is returned to sender, you cannot receive a refund for this.

WHEN WILL I RECEIVE MY ORDER?

Your shopping basket on the SMARTIFY Shop displays the products you have chosen, the Retailer who shall provide them, and details of postage and packing. The delivery costs for each Retailer vary according to the delivery methods they offer.

Once you have ordered one or more products from SMARTIFY Shop, the relevant Retailer will be immediately notified by SMARTIFY. This initiates the processing of your order, and ultimately delivery to you.

We ask our Retailers to send products to you as quickly and as cost efficiently as possible. All Retailers will aim to despatch your orders within 2-5 working days, however please check the particular product listing for specific despatch and shipping times. Please bear in mind that products ordered from countries far away from your location will likely take longer to get to you. Please also bear in mind global delays to shipping times caused by COVID-19.

The products you order will be delivered by the Retailer(s) using a third party courier service. Please note that any estimated delivery dates provided to you are simply estimates – they do not represent a guarantee that the products will arrive by that time.

Furthermore, where parcels are held by customs clearance agencies, there may be significant delays to delivery. Unfortunately, these delays are beyond our and the Retailer’s control and neither we nor the Retailer can accept responsibility for this. If you do not receive a delivery in time, you may cancel your order in accordance with the SMARTIFY Shop Returns Policy.  

 

HOW CAN I TRACK MY DELIVERY?

A delivery confirmation email from SMARTIFY Shop will be sent to you as soon as the order has been despatched. This email will contain a tracking number and the date the Retailer despatched the product.

If you want to know the status of your delivery, please use the tracking number and link in this delivery confirmation email. This is the easiest and quickest way for you to get this information.

If a Retailer is experiencing a high volume of orders, other factors that may be COVID-19 related, or other issues such as poor weather or postal strikes, delivery may be delayed.

WHAT HAPPENS IF I MISS THE DELIVERY?

If no one is available at your address to take delivery and the product cannot be posted through your letterbox, our Retailer or their delivery company may leave you a note informing you of how to rearrange delivery or collect the product. Please note that the delivery company may leave your parcel with a neighbour or in a safe place.

If, after a failed delivery to you, you do not re-arrange delivery or collect the product, our Retailer may contact you for further instructions and may charge you for storage costs and any further delivery costs.

EVENTS OUTSIDE OUR CONTROL

If our supply of the products is delayed by an event outside our control then we will work with the Retailer to contact you as soon as possible to let you know and steps will be taken to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact support@smartify.org.uk. to receive a refund for any products you have paid for but not received.

WHEN DO I BECOME RESPONSIBLE FOR THE PRODUCT?

A product will be your responsibility from the time the product is delivered to the address you gave us during the checkout process (this includes delivery to a neighbour or some other safe) and will be at your risk from that time. You own a product once we have received payment in full.

WHAT HAPPENS IF I ADD THE INCORRECT ADDRESS DETAILS?

Please ensure your details, including your address is completed correctly and a valid phone number is available at order. SMARTIFY Shop does not take responsibility for lost or undelivered products if the address is incorrect.

If your order is returned to the Retailer, the cost of redelivery must be paid before it is despatched again.

HOW DO I REPORT A DAMAGED ITEM UPON DELIVERY?

Please see the SMARTIFY Shop Returns Policy.