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FAQ

MY ACCOUNT

How do I login to my account?
If you created an account previously, please select login at the top right-hand corner of the screen and enter your login details. This will be your email addresses and a password you've created.

If you haven't yet created an account with us, just follow this instructions:

1.Click on Login, which can be found on the top right-hand corner of your screen.

2. Enter your email address under 'I am a new customer' and click on 'Next'. Please complete all fields marked with an asterisk *. As stated in our privacy policy, we do not forward your personal data to third parties.

3. Once you've completed the registration, you will receive a confirmation email. We suggest that you check the information in this email carefully, making sure it is correct.

 How can I delete my account?
You can delete your account with us at any time.

Please note: if you choose to delete your account, you will no longer have access to information about your orders that have already been paid-for or processed. You will lose any details that were stored in your account.

 If you wish to cancel your account, please contact our Customer Service at shop@smartshake.com Please be sure to let us know why you’ve chosen to cancel your account so that we can use the feedback to improve our future service.

 How can I sign up for the SmartShake newsletter?
It's easy to register - just go to the SmartShake newsletter page and enter your email address.

If you already have an account, just log into your user account and subscribe to the newsletter by entering your e-mail address and clicking "Subscribe."

 Subscription via either of these methods allows us to keep you up to date with new styles, trends, and promotions.

 How do I unsubscribe from the SmartShake newsletter?
You can unsubscribe by using the link in the newsletter.

Important: Please do not mark these emails as spam, as this may also block the delivery of other important emails from SmartShake (order confirmation, etc).

 How can I reset my password if I have forgotten it?
To reset your password simply click 'Login' on the top right hand corner of this page. Then click on “Forgot Password?”.

Enter your email address and click send. You will receive an email with a link in it (please note: this email may take a couple of hours to reach you and could appear in your spam / junk folder).

 Click on the link in the email and you will be prompted to enter a new password. You can then use your new password to login to your SmartShake account.

ORDER

Can I order without an account?  
You can order without an account but it will be much easier for you to have control of your orders and shipments if you open an account with SmartShake. It's really easy to open an account and means you won’t have to fill in all your details every time.

 How can I place and order?  
To place an order just follow these steps: 1. Place an item in your bag, just pick the model, color and size you want and select “Add to bag”. Your item will then be added to your bag. 2. From inside the bag proceed to the checkout. After selecting your delivery method, you will be asked to select a payment method. Simply select the payment method you would like, fill in the details where required and press “next”. On the next step you will be given the chance to check your order and add any voucher codes before placing it. 3.The order summary is the final step of our checkout where you can check your order details. If you would like to change any of the details of your order or add Express Delivery, you can do so here.

What is the status of my order?
Once your order has been completed you will see the confirmation on the screen. You will also receive a confirmation email with an order number as a reference. The order confirmation (receipt) also serves as a guarantee of proof of purchase.

How can I modify my order after it has been placed?
You can’t make any changes to your order once you’ve finalised it – this includes the delivery option, delivery address, payment method and product.

 For a limited time after the order is placed and before it is picked in the warehouse you can modify the products on the order. Please contact immediately our Customer Service with your request at shop@smartshake.com and give your order number as reference. You will receive an email from our team confirming if we could modify the order as per your request.

How can I cancel my order?
Don't worry - as long as your parcel hasn't been packed, you'll have the option of cancelling your order.

Contact immediately our Customer Service with your request at shop@smartshake.com and provide your order reference number. You will receive a mail confirmation from our team if the order was able to be cancelled.

SHIPPING
What countries do you ship to? 
We currently ship worldwide.

Where is my order shipped from? 
Your order is being shipped from our headquarter in Västerås, Sweden.

 Can I ship to a PO Box address?
Unfortunately, we cannot delivery to PO Box addresses, please provide a specific delivery address.

 When will my order be processed and shipped out?
Orders made before 14:00 (2:00 pm) (Central European time UTC/GMT +1 hour) during weekdays are sent on the same day.

 How can I track an order?
Option 1: As soon as your order is dispatched from our warehouse, you will be sent an email confirmation with a tracking link. Note that it might take up to 48 hours for the link to become active.

Option 2: Log into your customer account to check the status of your order under "My Orders".

How long will it take my order to be delivered?

  1. Deliveries within Sweden: average delivery time is 1-2 working days depending on the final destination. Deliveries are done in the morning (not later than 9:00 am) to your mail box or to your door if the package does not fit in the box. You will receive a SMS notification as soon as the delivery has been done. Therefore, you should always give your phone number on your customer details. Deliveries are Monday to Friday, excluding public holidays.

Our partner for deliveries is MTD (Morgontidning Distribution).

  1. Deliveries within Europe:

- Standard freight: Average delivery time is 5-10 working days depending on the final destination. Deliveries are Monday to Friday, excluding public holidays.

Our partner for standard freight deliveries is DHL Global Mail, in cooperation with Deutsche Post and their partners in the other countries around the world.

- Express freight: Average delivery time is 1-3 working days depending on the final destination of the goods. Deliveries are Monday to Friday, excluding public holidays.

Our partner for express deliveries is DHL Express.

  1. Deliveries to the rest of the world:

- Standard freight: Average delivery time is 7-12 working days depending on the final destination. Deliveries are Monday to Friday, excluding public holidays.

Our partner for standard freight deliveries is DHL Global Mail, in cooperation with Deutsche Post and their partners in the other countries around the world.

- Express freight: average delivery time is 3-4 working days depending on the final destination. Deliveries are Monday to Friday, excluding public holidays.

Our partner for express deliveries is DHL Express.

All delivery times are to be viewed as preliminary.

How do I order an Express delivery? (available for Europe and worldwide deliveries)

  1. Go to checkout
  2. Choose the delivery destination
  3. Enter your payment details
  4. Select Express Delivery and confirm your order

You will notice that an extra fee will be added to the total cost of your order. Before confirming your order, review the items you wish to purchase and click "Confirm and Pay".

Delivery cost and terms for Standard Deliveries
We offer FREE freight for orders above a value of 50 EURO. Otherwise, following fees apply for standard deliveries:

Standard Freight Incl. Tracking

Free Freight

Transit time**

Notes

Sweden

2,99 EUR

Orders above 50 EUR

1-2 working days

 

Europe

7,99 EUR

Orders above 50 EUR

5-10 working days

 

Europe non-EU

8,99 EUR

Orders above 50 EUR

5-10 working days

No import duties included*

USA

7,99 EUR

Orders above 50 EUR

Transit > 10 working days

 

Rest of the World

7,99 EUR

Orders above 50 EUR

Transit > 10 working days

No import duties included*

 

*) Our deliveries are sent under DAP terms (Incoterms 2010). Which means that we will pay transport cost to the given delivery address but the receiver of the goods will be responsible for local import taxes and local VAT.

**) All transit times are preliminary

Delivery cost and terms for Express Deliveries

We offer our customers the possibility to choose a quicker delivery of the ordered goods. This service is an extra service that the customer will pay for regardless the value of the order. Fees and terms for Express Deliveries:

 

Express Charge

Transit time**

Notes

Sweden

Not Applicable

-

 

Europe

18,89 EUR

1-3 working days

 

Europe non-EU

19,89 EUR

1-3 working days

No import duties included*

USA

27,89 EUR

2-3 working days

 

Rest of the World

27,89 EUR

4-5 working days

No import duties included*

 

*) Our deliveries are sent under DAP terms (Incoterms 2010). Which means that we will pay transport cost to the given delivery address but the receiver of the goods will be responsible for local import taxes and local VAT.

**) All transit times are preliminary

PAYMENTS

 Which payment options do you offer?
We offer payments with major credit and debit cards.

When will my card be charged?
Your card will be when you place the order with SmartShake. If you send goods back, the amount will be credited back to your card account.

Are my card details safe?
If you choose a direct payment gateway to complete your purchase, then Nets Sweden AB stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

Your card information information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

For more insight, you may also want to read SmartShake’s Privacy Statement (https://checkout.shopify.com/14917636/policies/29819401.html).

PRICES

All our prices are in EURO currency and include Swedish VAT, which is 25% of the price.

 In which currencies can I buy?
For the moment we only offer prices in EURO.

 Do I have to pay for Swedish VAT 25%?

  • For Swedish customers: Yes! All purchases are subject to Swedish 25% VAT.
  • For European customers within EU: Yes! All purchases are subject to Swedish 25% VAT.
  • For European countries not belonging to EU and the rest of the world: your purchase will not be subject to Swedish VAT.

RETURNS

 Can I return my order?
Our return policy lasts 14 days. If 14 days have gone by since you received your product, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

You will be responsible for paying for your own shipping costs for returning your item.

To complete your return, contact us at shop@smartshake.com with your order number.

NON-RETURNABLE ITEMS:
Gift cards

REFUNDS (if applicable)
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.

SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES (if applicable)
We only replace items that are defective or damaged from factory or during transport. To exchange your defective product send us an email at shop@smartshake.com with your order number and you will get further instructions from our Customer Service Team how to proceed.

SHIPPING
To return your product, you should mail us at shop@smartshake.com with your order number to get further instructions.

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 and you have not paid for the return shipping costs, the cost will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping goods for a value over 75€, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at shop@smartshake.com.

MY REWARD POINTS

 How do I participate?
Joining is easy! Just click the “Create An Account” button to get started. Once you're registered with our store, you'll have the opportunity to take part in all of the exciting ways we currently offer to earn points!

How can I earn points?
You can earn points by participating in any of our innovative promotions! Simply click on the 'Earn Points' tab to view and take part in our current opportunities. In addition, make sure to check back often, as we're adding great new ways for you to earn points all the time!

What can I redeem my points for?
Glad you asked! We want to make it easy and fun to redeem your hard-earned points. Just visit the 'Get Rewards' tab to view all of our exciting reward options.

 How do I redeem my points?
Exchanging your points for great rewards couldn't be easier! Simply visit the 'Get Rewards' tab to view all of our great reward options and click the 'Redeem' button to redeem your reward.

 How do I check my points balance?
Under My Account, click on “Referral Program” down at the left hand side of your account page, or on the “Earn Rewards” button on right hind side of the page. Your up-to-date points balance is always displayed in the top of this popup.

 Does it cost anything to begin earning points?
Absolutely not! Sign up is 100% free, and it will never cost you anything to earn points. Make sure to visit the 'Earn Points' tab to get started.

Do I have to enroll or register in individual promotions?
Once you register for an account, you're all set – we don't require you to register for individual promotions in order to be eligible. Just fulfill the requirements of a promotion, and we'll post the points to your account immediately!

How long will it take for points to post to my account?
You should receive points in your account instantly once you complete a promotion!

 Do my points expire?
Nope! Your points will never expire.

What happens to my points if I make a return?
When you return an item, you lose the associated credit you originally earned by buying the item in the first place.

 How do I contact support if I have questions about my points?
Our team is ready and waiting to answer your questions about our rewards program! Just send us an email and we'll be in touch: shop@smartshake.com

I'm very close to earning a reward. Can I buy extra points to get there?
We currently require you to have enough points to redeem any of the awards you see listed on the 'Get Rewards' tab.

What if I don’t want to receive promotional emails?
From time to time, you'll receive program-related emails from us. If you'd prefer to not receive those types of emails anymore, just click the 'Unsubscribe' button when you receive your next email.

VOUCHERS

Promotional Vouchers
For vouchers from campaigns in our newsletter, magazine etc.:

  • Only one voucher can be redeemed per order. Promotional vouchers can, however, be used in combination with credit from a gift voucher
  • Please check the expiry date of your promotional voucher
  • Certain vouchers cannot be used to purchase discounted items
  • Vouchers may only be valid for particular products and categories
  • Vouchers may have a minimum order value
  • If you send goods back, we reserve the right to not renew the validity of your promotional voucher.

GIFT CARDS
Gift cards are valid indefinitely

  • You will receive and email with your gift card, a code that you will use in our shop and a link where you can always look at the remaining amount.
  • You don’t need to spend the whole amount on the card in one purchase.
  • You can always use the link you received with the card to see your remaining credit.
  • It is possible to use more than one gift card per order (these can also be used in combination with a promotional card)
  • If you return goods that have been purchased with a gift card the credit will be added to your gift card and you will be able to use it on future orders.
  • Gift card cannot be exchanged for cash.
  • There is no minimum order value for orders placed using a gift card
  • Should you lose your gift card code, contact our Customer Service at shop@smartshake.com and we will give send it out to you again.