Shopping Information

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A. Online Orders

We generally require 1–2 working days to process and prepare your order. If an item is temporarily out of stock, the order may be placed on hold until it is restocked.
If this happens, we will notify you by email and kindly ask you to reply as soon as possible, so that we can remove the hold and ship your order promptly.

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B. Shipping & Delivery

Free UK Mainland Shipping

We offer free standard delivery on orders over £50 within the UK mainland.
Orders under £50 will be charged a £4.95 standard delivery fee.

Standard Delivery
Our partner couriers (DPD, Evri, or Royal Mail) provide an estimated delivery timeframe of 4–8 working days within the UK.
Actual delivery times may be affected by factors beyond our control, such as weather conditions, customs checks, or seasonal surges.

Delivery times are for reference only. Refunds will not be accepted solely due to delays beyond the estimated timeframe.

Bulk/Wholesale Orders
If your order is large or needs to be shipped in multiple packages (e.g. multiple cartons), we may contact you to confirm the most suitable delivery method and advise if any additional oversized or overweight shipping fees apply.

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C. Delivery Surcharges for Remote Areas

If your shipping address is located in certain remote areas, including the Scottish Highlands and Islands, Northern Ireland, Isle of Man, and Channel Islands (Jersey, Guernsey), additional shipping surcharges will apply.

The following postcode areas include, but are not limited to:

• AB36 to AB38

• AB55 to AB56

• FK17 to FK21

• HS1 to HS9

• IV1 to IV63

• KA27 to KA28

• KW1 to KW17

• PA20 to PA80

• PH15 to PH50

• ZE1 to ZE3

• BT1 to BT94 (Northern Ireland)

• IM1 to IM99 (Isle of Man)

• JE1 to JE5 (Jersey, Channel Islands)

• GY1 to GY10 (Guernsey, Channel Islands)

Surcharge Guide:

• Royal Mail: usually £3.50–£5.00 extra

• DPD: usually £8.00–£15.00 extra

If your shipping address is in one of these areas, we will contact you after you place your order to confirm the applicable surcharge before dispatch.

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Delivery Delay Handling

If your order has not been successfully delivered within 15 working days from the dispatch date, you may choose:

1️⃣ a refund, or
2️⃣ keep the goods with a 20% refund as compensation.

Terms and Exclusions:

• Based on tracking information provided by the courier

• Start counting from the next working day after dispatch

• Excludes force majeure (extreme weather, government events, address errors, etc.)

If you meet these conditions, please contact us via email or leave a message in your account. Refund requests are usually processed within 1 working day.

If the order was shipped in multiple packages, we will only refund for the delayed or lost portion, not the entire order.

 

Failed Delivery

If the parcel is returned due to an incorrect or undeliverable address provided by you, we will refund the order minus the actual shipping costs incurred.

Example: if the order total is £35, shipping costs £8, the refund amount will be £27.

 

Lost Parcels

If a parcel has not arrived after 30 working days from the dispatch date, excluding force majeure events, it will be considered lost.

We will submit a compensation claim with the courier and process your refund in advance.

If the courier tracking shows “Delivered” but you have not received your parcel, you will need to contact the courier directly to report the loss. We can assist, but cannot guarantee successful compensation.

Please always provide a correct and secure address.

C. Order Modification

Order Modification & Cancellation
If the order has not yet been processed, you may request a modification or cancellation.
Please email us at info@smilingsunto.co.uk or leave a message in your account to confirm the order status.

Refund Requests
You may request a refund by:

• emailing info@smilingsunto.co.uk with your order number and problem description, or

• logging into your account and submitting a return request on the order page

Refund requests must be submitted within 7 days after order delivery, with photos of the problematic product.

Refunds will be returned to the original payment method. We reserve the right to make the final decision on replacement or refund.

Product Issues
Please submit a refund request if:
1️⃣ missing items
2️⃣ wrong items
3️⃣ damaged or defective items

Returns or exchanges for changes of mind are not accepted, but we are happy to help resolve any issues.

 

D. Product Information

All our products are sourced from legitimate suppliers or distributors and stored in our UK warehouse. All orders are shipped from our own warehouse.

Shelf Life for Food Products
We regularly restock to avoid excessive inventory.
Except for short-dated or clearance items, all shipped food products will have at least 60 days of shelf life remaining (Best Before date).

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購物須知 

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A. 線上訂單

我們一般需 1-2 個工作天 處理與備貨。若商品暫時缺貨，訂單可能會暫時處於等待補貨狀態。

若遇此情況，我們會立即以電郵通知您，請盡快回覆，以便我們解除訂單暫停狀態並盡快安排出貨。

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B. 配送與到貨

英國本土免運費
英國本土訂單滿 £50 可享免費標準送貨。
訂單金額 低於 £50，將收取 £4.95 運費。

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標準配送：

我們合作的快遞公司（DPD / Evri / Royal Mail）提供英國地區 預估 4-8 個工作天 的配送服務。
實際配送時間可能受到不可控因素影響，如天氣狀況、海關檢查、貨運高峰期等。

配送時間僅為參考，若因超過預估時效而延誤，恕不接受因此申請退款。

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大宗 / 批量訂單：

若您的訂單屬於大宗或需分多個包裹寄送（例如：多箱產品），我們可能會聯絡您，確認最合適的配送方式，並告知是否需額外收取超大或超重包裹的配送費用。

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​​​C.偏遠地區配送附加費

若您的訂單寄送地址屬於特定偏遠地區，包括蘇格蘭高地與群島、北愛爾蘭、曼島（Isle of Man）以及海峽群島（澤西島、根西島），將會收取額外配送附加費。

以下郵區範圍包括但不限於：

• AB36 至 AB38

• AB55 至 AB56

• FK17 至 FK21

• HS1 至 HS9

• IV1 至 IV63

• KA27 至 KA28

• KW1 至 KW17

• PA20 至 PA80

• PH15 至 PH50

• ZE1 至 ZE3

• BT1 至 BT94（北愛爾蘭）

• IM1 至 IM99（曼島）

• JE1 至 JE5（澤西島，海峽群島）

• GY1 至 GY10（根西島，海峽群島）

附加費用說明：

• Royal Mail 寄送：通常需額外收取 £3.50–£5.00

• DPD 寄送：通常需額外收取 £8.00–£15.00

若您的收貨地址屬於以上偏遠地區，我們會在您下單後與您聯絡，確認適用之額外配送費用，並於發貨前與您確認。

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配送延誤處理

若您的訂單自出貨日起 15 個工作天內未成功送達，可選擇：

1️⃣ 退貨退款，或
2️⃣ 扣除訂單金額 20% 作為補償，並保留商品。

條件與排除項目：

• 以快遞公司提供之追蹤資訊為準。

• 計算起始日為出貨後的次一個工作天。

• 排除不可抗力因素，如極端天氣、政府公告事件、地址錯誤等。

若符合上述情況，請透過電郵或帳戶留言聯絡我們，退款申請通常在 1 個工作天 內處理。

若訂單拆單出貨，僅針對延誤或遺失部分進行退款，不針對整筆訂單退款。

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配送失敗

若因您提供之錯誤或無法投遞地址導致包裹退回，我們將扣除實際支付之運費後退款。

範例：若訂單金額為 £35，運費為 £8，則實際退款金額為 £27。

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包裹遺失

若包裹於出貨日起 超過 30 個工作天 仍未送達，並排除不可抗力因素後，將視為遺失。

我們將向快遞公司申請理賠，並提前為您辦理退款。

若快遞追蹤顯示「已送達」但您未收到包裹，需由您直接聯絡快遞公司申報遺失，我們可協助但無法保證理賠成功。

請務必提供正確且安全的地址。

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C. 訂單修改、取消、退款與退貨​

訂單修改與取消

若訂單尚未處理，您可申請取消或修改訂單。

請電郵至 info@smilingsunto.co.uk 或於帳戶內留言通知我們確認訂單狀態。

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退款申請

申請退款可透過以下方式：

• 電郵至 info@smilingsunto.co.uk 並附上訂單編號及問題說明，或

• 登入帳戶，於訂單頁面點選「退貨申請」提交。

退款申請須於 訂單送達後 7 天內提出，並提供問題商品照片。

退款將退回至原付款方式，並保留更換商品或退款之最終決定權。

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商品問題處理

若商品有以下狀況，請提交退款申請：

1️⃣ 缺件
2️⃣ 錯誤商品
3️⃣ 商品損壞或瑕疵

因個人喜好變更恕不接受退換貨，但我們樂意協助處理。

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D. 商品說明

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本店所有商品皆由正規供應商或經銷商採購，並存放於英國倉庫，所有訂單皆由我們倉庫出貨。

食品商品保存期限

我們定期補貨，避免囤積庫存。

除短效或特價商品外，出貨商品保證不少於 60 天有效期限（Best Before）。

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