FAQ
Can you pay afterwards with Klarna?
Yes, Klarna Pay Later gives you extra flexibility when paying for your order, because you can pay within 30 days.
Are shipping costs always free?
Yes, we offer FREE shipping worldwide on all our orders. So also for smaller orders with only 1 product.
What is the delivery time for my order?
In general, the expected delivery time is 4 to 9 working days . Please note that weekends and public holidays are not included in the delivery time. We do our best to get your order to you as quickly as possible!
How can I track my order?
1. Once your order has shipped, you will receive an email with tracking information. This allows you to track the progress of your order in real time.
2. Enter your tracking number to track the current status of your order:
Click to track your order!
How can I return a product?
1. Click on the link below to submit a return request:
Within how many days do I have to return a product?
Within 14 days of receiving your products.
Where can I contact customer service?
Please complete the contact form properly and we will contact you within 24 hours and answer your question:
How quickly will I receive a refund?
You will receive the purchase amount in your account within 10 days after processing your return.
GENERAL QUESTIONS
How can I track my order?
1. Once the order has been shipped, you will receive an email with tracking information. This allows you to track the progress of your order in real time.
2. Enter the tracking number to follow the current status of your order:
Click to track your order!
What is the delivery time of my order?
We have a processing time of 1-2 business days + a delivery time of 4 to 9 business days . Please note that weekends and holidays are not included in the delivery time. We do our best to get your order to you as soon as possible!
How can I return a product?
Click on the link below to submit a return request:
Submit a return request
How quickly will I receive a refund?
You will receive the purchase amount in your account within 10 days after processing your return.
Which payment methods can I use?
We offer a variety of payment methods to make your shopping experience easy and secure. Here are the payment methods we currently accept:
Credit or Debit Cards : We accept major credit and debit cards, including Visa, Mastercard and American Express.
Local payment methods : In the Netherlands and Belgium we offer local payment methods, such as iDEAL and BanContact
PayPal : You can use your PayPal account to make purchases on our website for added convenience and security.
Klarna : Buy now, pay later. Depending on your location, we offer Klarna, so you can buy now and pay later.
Mobile payment services : Depending on your location, we may accept mobile payment services such as Apple Pay, Shop Pay and Google Pay.
Gift Cards or Store Credit : If you have a gift card or store credit from us, you can use it to pay for your purchases.
Please note that the availability of payment methods may vary depending on your location and the specific products you purchase. If you have any questions about payment methods or need assistance with your payment, please feel free to contact our customer service.
ORDERS & DELIVERY
How can I track my order?
1. Once the order has been shipped, you will receive an email with tracking information. This allows you to track the progress of your order in real time.
2. Enter the tracking number to follow the current status of your order:
Click to track your order!
What is the delivery time of my order?
We have a processing time of 1-2 business days + a delivery time of 4 to 9 business days . Please note that weekends and holidays are not included in the delivery time. We do our best to get your order to you as soon as possible!
What are the shipping costs?
We offer FREE worldwide shipping on all our orders. So also for smaller orders with for example only 1 product.
Can I change or cancel my order?
We understand that circumstances can change, but our commitment to fast processing means that we are already working hard to prepare your order for dispatch as soon as it is received. Therefore, we kindly ask our customers to check their orders carefully before completing payment.
If you have any questions or concerns about your order, please do not hesitate to contact our customer service team. We are here to help you in any way we can within the limitations of our processing system.
If the item(s) are not to your liking, you can always return them within 14 days.
How do I use my gift card or discount code?
During the checkout process, you will have the opportunity to enter your gift card or voucher code in the field provided. After entering your code, click or tap the 'Apply' button to redeem your gift card or voucher.
The total amount will then be adjusted automatically. Once your gift card or voucher has been successfully applied, you can proceed with the checkout process as usual. Review your order details, enter any additional required information and complete your purchase.
If you experience any issues redeeming your gift card or voucher, please feel free to contact our customer service team for assistance. We are here to help you and ensure that your shopping experience is smooth and enjoyable.
Order is stated as delivered, but I have not received anything?
If your tracking information shows that your order has been delivered, but you have not received it, please take the following steps:
Check the delivery address : Make sure the address is entered correctly when placing the order. Packages are sometimes delivered to neighbors, the front desk or another location on your property.
Look for delivery notes : Check for delivery notes left by the delivery person. Packages can be left in secure places or at a reception if you are not at home.
Contact the carrier : Contact the carrier listed on your tracking information. Provide your tracking number and explain the situation. They may be able to provide more information or initiate an investigation.
Contact Customer Service : If you can't find the package, please contact our customer service. Provide your order and tracking information, and we will help you further to solve the problem and ensure you receive your order.
We are here to help you solve any delivery issues and ensure you receive your order. Please do not hesitate to contact us for assistance.
I entered an incorrect delivery address, what now?
If you discover the error shortly after placing your order, please contact our customer service immediately. The sooner you contact us, the greater the chance that we can correct the address before the order is shipped.
If your order has already been processed or shipped and you are unable to update the address through our customer service, please contact the shipping company. Depending on the carrier's policy, you may be able to request that the package be rerouted to the correct address. This will often incur additional fees and is subject to approval by the carrier.
To avoid such problems in the future, always check your delivery address carefully before completing your order. Make sure that all details, including apartment numbers, street names and postcodes, are correct.
I have not received my order confirmation, what now?
You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (minimum 4 digits), a summary of the order and the delivery address.
Sometimes the order confirmation email can accidentally end up in your spam or junk folder. Take a moment to check these folders in your email account and see if the confirmation email is there.
If you have checked your spam folder, waited a while, and verified your email address, but still have not received an order confirmation, please contact our customer service team. Provide them with your order details, including your full name and order number, and they will help you verify the status of your order and resend the confirmation email if necessary.
RETURNS & EXCHANGES
What is your return policy?
You have the right to cancel your order up to 14 days after receipt without giving any reason. After cancellation, you have another 14 days to return your product. You will then be credited with the full order amount. Only the costs for returning from your home to the entrepreneur are at your own expense. Consult the website of your carrier for the exact rates.
If you make use of your right of withdrawal, the product with all accessories supplied and - if reasonably possible, in the original condition and packaging will be returned to the entrepreneur. To make use of this right, you can contact us via info@smartsporter.nl . We will then refund the order amount due within 10 days after registration of your return, provided that the product has already been returned in good order.
How can I return a product?
Click on the link below to submit a return request:
Submit a return request
What are the return costs?
Return shipping costs are at your own expense and vary depending on the carrier and the country from which you are returning the package.
How long does a refund take?
Refunds can be issued to a digital gift card, which is the fastest option (2-3 business days after processing), or to your original method of payment, which typically takes 5-10 business days. You will receive email notifications once your return has been processed and the refund has been issued.
My product was received damaged or defective. What now?
If you receive a damaged or defective item, please contact us immediately for assistance. Our team will review your request and choose the best solution.
CONTACT
Where can I contact customer service?
1. Fill out the contact form and we will contact you as soon as possible! (open 24/7)
2. If you prefer to contact us by phone, you can always do so on +31 625248112 (Monday to Friday 10:00 - 18:00)
3. You can also send us a message via Whatsapp using the telephone number above!
What are the customer service opening hours?
Our customer service is open 24/7 via email for all your questions.
You can reach us by telephone from 10am to 6pm, Monday to Friday.
What is the response time after I have completed the contact form?
We aim to respond within 2 hours . Whether you are looking for advice on how to best use our products or have another customer query, our expert staff are always ready to help you find a solution that fits your needs and goals.
