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FAQ

ORDER

Please check your inbox and spam folder to see if you have received our order confirmation. If you have not received it, please send us an e-mail to office@smilesneverlie.com. If no payment has been received from your account and you have not been redirected to the order confirmation, it is likely that the order process has not been completed.
Payment is possible via credit card (Visa, MasterCard and American Express), PayPal, Klarna and IMMEDIATE TRANSFER.
Of course, your satisfaction is our top priority. However, since we assemble and pack each order by hand, mistakes can happen despite the care we take. If this is the case with your order, we sincerely apologize for this and would like to help you as quickly as possible. Please send an email to office@smilesneverlie.com. It should include the following information: a photo of the item, your order number, and a description of the issue. We will then try to solve the problem as quickly as possible.
It is possible to cancel an order that has already been placed, as long as it has not been shipped yet. If you want to cancel your order, please send us an email with your request as soon as possible. This way, we can check the status of your order and cancel it for you (if possible). The money you paid will of course be refunded.

Wir sind bestrebt, alle Bestellungen, die von Montag bis Freitag bis 10 Uhr eingehen, noch am selben Tag zu bearbeiten. Das bedeutet, dass Ihr Paket innerhalb von 24 Stunden unser Lager verlässt und sich auf den Weg zu Ihnen macht.

Lieferzeiten in Österreich: 1-3 Werktage
Lieferzeiten in Europa: 2-5 Werktage

SHIPPING

Standard shipping is free of charge worldwide. Express shipping within the EU costs € 4.10. For customers outside the EU, the express shipping costs € 8.20.
All our products are shipped from Austria.
We process all orders within 24-48 hours on working days. Usually, delivery within Europe takes no longer than 7 working days.

RETURNS

Each order includes a delivery slip. This way, you can register your return. Please note that this is not a return label. If no delivery slip is included with your order, please write down the following information on a piece of paper and include it with your return: Name, order number and whether a replacement, exchange or refund is desired. Returns have to be sent to the following address: Daniel Hofmann, Gaswerkstraße 5/30, 1210 Vienna, Austria. Please note that we cannot cover the costs for return shipments at the moment and your package therefore has to be stamped sufficiently. We also recommend that you keep the postal receipt of your return until your money has been refunded.
Yes, personalized items cannot be returned.
You have the option to pause orders in your Klarna account. To do so, please click on “Report return” in your Klarna account and then on “I have returned the goods”.
We will always refund the amount with the payment method that you have used for you order.
We need about 10 days from receipt of the return to process it.

OTHER

For questions of any kind, feel free to email us at office@smilesnerverlie.com. We process any emails as quickly as possible and are happy to help! If you have any complaints, suggestions or feedback for us, we would be very happy if you send them to us via email.
No customs duties are due within the EU. If you order from a country that is not part of the EU, you will have to pay customs duties.
If a product you would like to buy is currently sold out, we are probably in the process of restocking it. Feel free to join our notification list for any sold-out item you like. The waiting time until an item is available online again is usually 2-7 weeks.
If your purchase has already been completed, unfortunately, it is not possible to redeem coupons or discount codes afterwards. However, you are welcome to use the coupon or discount code on your next orders.