Shipping, Returns & Refunds

The delivery couriers we use are DPD (UK only), Yodel (UK only) and Amazon shipping. When you receive a dispatch notification, your order will be delivered the next working day.

If your order is delivered via DPD (UK only), you will receive an SMS & Email highlighting your allocated 1 hour delivery slot.

Follow the link within the Email or SMS to action the following changes to your delivery:

• Change your delivery day
• Leave your item in a safe place
• Deliver your item to a neighbour

Please note, we are not able to change the courier, once it has been allocated to your order.

If you have any questions regarding our delivery service, please Contact Us.

Delivery Delays

We always endeavour to deliver your order on time however, there may be factors outside our control such as adverse weather, or severe road network issues which may delay your order. We politely point out that in such circumstances, we do not take responsibility for any impact such delays may have.

Lost Packages

If you have not received your order, please contact our Customer Care Team who will work to resolve the issue as quickly as possible.

We insure each purchase during the time it is in transit until it is delivered to the specified delivery address. Once courier tracking confirmation is received of an order being delivered and signed for at the delivery address our liability ceases

Damages to your order

We do make every effort to ensure your order is delivered in good condition however, occasionally some products can get damaged during delivery so we please ask you to inspect your order upon receipt. If you are not satisfied with the condition of your order, please contact our Customer Care team with photos at help@oneretailgroup.com. If you have not contacted us within 7 days of receiving damaged items, we will deem your order as accepted.

Offshore Orders (UK only)

Please note that our next day delivery does not apply to deliveries to UK offshore addresses (Isle of Man). These orders will be sent via Standard Delivery and will take 3-5 working days to arrive. If you have any questions about UK offshore deliveries, please contact our Customer Care team at help@oneretailgroup.com.

RETURNS

Christmas extended return period: 

 

Changed your mind?

We really hope you like your purchase from SmartPlanner however, in the event you do wish to make a return, simply follow the below instructions.

Returns Eligibility

In order to return your order for a refund, please ensure you provide the proof of shipping for your return within 14 days of the original purchase date of your item.

Please be aware, we do not cover the cost of the returns.

Returns must be sent to us in an unopened and unused condition. We reserve the right to refuse any return if there are any signs of wear or if parts are missing.

You do not have a right to change your mind in respect of products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.

Steps to Return your Item:

Repackage your item, if you no longer have the packaging, please make sure that it is wrapped and packaged as securely as possible.

Clearly attach the below address to the parcel:

For UK returns:

Smart Planner Returns
Unit 1 Station Road Industrial Estate
Station Road
Billingborough
Lincolnshire
NG34 0NR

For US returns:

NTDS - NJ02100 Highland drive
Westampton, NJ 08060
United States

UK customers: Use a courier of your choice to return your order to us; the best way to do this would be to visit Parcel2Go. Here you will find an assortment of couriers to use with varying price ranges, most of which are very reasonable

Please be sure to obtain a proof of postage once your item has been returned and if you could forward that onto us, we can then process your refund.

We kindly ask that you return your item to us in good condition with no signs of visible damage. Please be aware, we do not cover the cost of the returns.

 

REFUNDS

When will I receive my Refund?

Following a successful inspection of your return we will process a refund to the credit / debit card or PayPal account which was used to place the original order.

Please allow 5 working days for the refund to appear in your account.

I haven’t received my refund

If you haven’t received a refund yet, please check your statement again, these incoming payments can be overlooked.

If you cannot see the transaction, please contact your card issuer company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us here.

CANCELLATIONS

When an order has been placed, we aren’t able to cancel it or make any changes. Our Customer Care team may be able to request that it is ‘returned to sender’ however, as we ship orders after 20 minutes, this is not guaranteed.

You can return it to us within 14 days for a full refund. Please be aware, we don’t cover the cost of returns.