Delivery/Return/Refund

Delivery to Belgium and everywhere in the EU.

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1. Delivery option

In general, Smart2go.be has established a collaboration with DHL and the local Post Office of each partner country for the delivery of parcels in standard delivery; the delivery time in working days (Monday to Friday) is 2 - 8 days depending on the destination.

Orders that require express delivery are handled by DHL Express for shipment 24 or 48 hours.

Small and medium parcels

2. Refund and return of the product

In accordance with the right of withdrawal within the European Union: If the product is of good quality, the buyer has the right to terminate the contract concluded at a distance within 14 days following its execution. In order to preserve the right to terminate the contract, the consumer must ensure that the products are preserved in their original condition.

You can request your right of return or withdrawal in two ways:

  • By contacting our online support by email at contact@smart2go.be
  • By logging into your my Smart2go.be customer page

We will not accept any refund or exchange if at least one component from the list is missing:

  • The article with all of these accessories in full;
  • an invoice proving the purchase on the Smart2go.be online site;
  • a return authorization issued by Smart2go.be.

If this is a refund request due to a product defect: We will need a receipt and a photo or video of the defective product to proceed with the refund process. We will notify you by email when your return has been received and inspected.

If your refund request is approved, you will automatically be refunded to your original payment method. Please keep in mind that it may take some time for your bank or credit card company to process and post your refund.

Additionally, items returned without prior refund request will not be accepted.

Return costs:

  • The shipping costs associated with returning the package are exclusively and entirely the responsibility of the customer.
  • The returned package remains and remains the exclusive property of the customer throughout the return process until final delivery to the seller's address.
  • In case of loss or theft, the seller will not be held responsible; the customer will have to contact their carrier for follow-up.

3. Exchange

For To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item. You can contact us by email at contact@smart2go.be and we will guide you through the exchange process. Customers are responsible for paying the shipping costs for returning the item. Shipping costs are non-refundable.

FAQs

My order still hasn't arrived, where is it?

It may take some time for your order to arrive depending on various factors such as the shipping address, shipping method selected, and product availability. Here are some steps you can take to find out where your order is:

1. Check your order confirmation: Make sure you received an order confirmation email or a tracking number if you chose a tracked delivery option.

2. Track your order online: If you have a tracking number, you can usually enter it into the carrier or delivery company's website to get information on the package's current location.

Are deliveries scheduled on weekends?

No, deliveries are only organized during the week, i.e. Monday to Friday.

Do you deliver to my postcode?

We organize shipments throughout the European Union.

Is next day delivery available for all orders?

In general, the availability of next day delivery depends on several factors. First of all, it will depend on the delivery location. In some regions or geographic areas, next day delivery may be offered as standard, while in other more remote locations it may not be offered at all.

Second, the availability of next-day delivery may also depend on when you place your order. Many retailers and delivery services have cut-off times for orders that are eligible for next-day delivery. If you place your order after this cut-off time, next-day delivery will not be available.

Additionally, the type of product you order may also impact the availability of next day delivery. Some items, due to their size, weight or nature, may not be eligible for next day delivery, even though this option is generally available.

Generally, the delivery time is marked on the product sheet of each item, giving you crucial information.

Do I have to be present at the time of delivery?

Some items would require a physical presence at your home for a signature against delivery. However, if no one is present at your home when the delivery person comes, a note will be left in your mailbox containing the necessary information to collect your package.