A．Online Orders

We usually take 1 to 2 business day to prepare and process order. There may be a slight chance order may be on hold due to item is in short and is on the way re-stocking.

We will email you immediately if we meet the situation above. Please reply back to our email as soon so we can release the order on-hold and ship it out ASAP.

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B. Shipping and Delivery

Our contracted postal courier offers estimated 4-8 “business days” shipping service and order delivery by DPD/ Evri /Royal Mail in U.K. However, the actual delivery time can be impacted by many factors that beyond our and Shipping courier controls. The factors include but not limit to extreme weather condition, custom inspection time, general package volume etc. As the estimated time is not guaranteed, order is not refundable in the case the order package does not deliver within the estimated delivery time range.

 

Shipment Delay

In the case when the order package “is not delivered” to you within 15 business days after the day we ship your package, then you can choose to either return or take a 20% deduction of your package, with the following terms & conditions and exclusion:

The shipment date is in according to the tracking information provided by  courier companies. The first business day is counted and starts from the second day the order is shipped.

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Exclusion:

1. 15 business day is based on the first attempt of delivery and does not count the 2nd attempt of delivery.

2. Extreme weather condition, any U.K government announced weather condition such as hurricane, snow storm, wildfire that impact postal services

3. Publicly announced situations, such as labor strike, fire, public safety etcs. 

4. You provided an incorrect and undeliverable address that caused the order needs to be redirected or returned back to us.

If your shipment is not delivered on the 15th business day mentioned above, you may contact us by email or send us message in you online account. we usually take 1 business day to approve the refund if the claim meets the terms & conditions above.

For order is split into multiple shipments, we will only refund or compensate to the particular shipment with delay or loss shipment but not the whole order with all shipments.

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Definition:

“Is not delivered” means the tracking number does not show “delivered” and you do not receive the package according to the courier company’s tracking.

“Business day”excludes Saturday, Sunday and public holidays in the United Kingdom.

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Shipments not deliverable

For any reason you provided the wrong address and unreachable address and that package is returned back to us, we will refund you the package value after deduction of the shipping fee we paid for the postal carrier. We will provide you the Certificate of Delivery provided by postal service with the shipping fee paid information.

For example, if you provided a wrong address and the the package is returned back to us. Once we receive the returned package, we will start the refund process accordingly to the policy. For Example, If the shipment value is £35.00 and we paid £8 to postal carrier, we will refund £27 to your original credit card payment (£35-£8).

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Loss of Package

If you package is not delivered after the 30th business day after the day we ship (exclude the exclusion mentioned above), the package is considered lost and we will file a claim to postal carrier. Since you have already received the refund form us, the claim action and compensation from postal carrier will return to us to cover our loss.

Refund for loss of package is determined and based on the tracking information on courier companies. If your package is shown delivered but you do not receive the package, your package is not covered under “15 business day delivery coverage” policy. In this case, you will have to contact the courier company to report the loss of package. You may also feel free to contact us and we will try to provide any possible help with contacting the courier company and loss filing. However, we will not guarantee success of the claim to postal courier. Therefore, to avoid any loss, please make sure you provide a correct and secure address in the first place for receiving the package.

 

C. Order Change, Cancellation, Refund and Return

Order Change and Cancellation

You may request to cancel, edit your order and shipping information ONLY IF your order has not been processed. Please email info@smilingsunto.co.uk to confirm the latest status of the order. To request cancellation or change, you will need to email to info@smilingsunto.co.uk or send a message in your Smiling Sunto account.

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Refund

-Email to info@smilingsunto.co.uk Please include your order number and the issue associated with the order. or

-Submit a refund request in your Smiling Sunto “Account.” Click on the specific your order number and then click on “Return Request” on the top. We only accept refund request within 7 days after the order is delivered and a photo of the item with issue is required.

Refund may be credited to your original payment method only. We reserve the right to make item replacement or refund.

 

Item Problems

We record all items per order before sealing the package. If you find out the item has any of the following situations, please submit refund request:

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a. Item missing

 An item is missing from what you ordered (Please note your order may be split into more than one package. Although we usually ship out the shipments per order on the same day,  shipments may not arrive at the same time.)

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b. Wrong item received

If your ordered item does not match the item received in name and size. (Please note that product picture on  website is for reference only. Manufacturers sometimes update the picture of product packaging.)

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c. Item damaged

The item you received is damaged or defected.

We do not accept any refund or returns because of change of the customer’s personal preference in any case, but in such case please contact us, we will try to make arrangement and courtesy for you.

(See Cancellation, Return & Refund Section for refund process)

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 D. Products

All our products are purchased from legitimate, qualified and reputable suppliers and distributors, and then we store the products in warehouse in UK. All products are shipped from our warehouse and you do not purchase from 3rd party seller.

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Food product - Shelf Life

In order to provide qualified product, we frequently re-stock new batch of products instead of retaining large volume of items in warehouse.

We ensure the products delivered to you meet the minimum shelf life standard and the shelf life no less than 60 Best Before Days (products with mentioned short shelf life and clearance list products excluded).