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Frequently Asked Questions

Before Ordering

Can I see the technical specification?

To see the technical specification for an appliance please visit our website here.

I have seen a model on the Italian Website, can I order this?

Please call 03445735573 (option 2) or email stjames@smeguk.com to discuss this.

Placing an Order

Can I order from outside the UK?

Unfortunately, we do not accept orders that are placed from outside of the UK.

Paying for Items

What payment methods do you accept?

We accept Visa, Visa Debit or Mastercard.

Can I spread payments over 12 months?

Yes, once your basket value is over £1000, you will see the option to ‘Pay by flexible finance’ at checkout. To learn more about this please click here.

Credit subject to status and affordability. Smeg (UK) Limited FRN: 973917 trading as Smeg are authorised and regulated by the Financial Conduct Authority. We are a credit broker, not a lender – credit is subject to status and affordability, and is provided by Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC. Terms & Conditions Apply. The register can be accessed through http://www.fca.org.uk.”

Delivery / Connection

Do you deliver to all of the UK?

We deliver to most of the UK, but there are some places we can’t get to right now.

If you live in the Scottish Highlands or remote parts of Scotland, unfortunately we are temporarily unable to deliver to these locations.

If you live in the Channel Islands, the Isle of Man, Isles of Scilly, Northern Ireland, or the Republic of Ireland, we’re sorry, but we can’t deliver to you.

Can you ship outside of the UK?

Unfortunately not, please click here to find the relevant Smeg subsidiary.

How much is delivery?

Delivery is currently free for all purchases on shop.smeguk.com.

How quickly can my order be delivered?

Delivery times vary based on the items ordered and the location of delivery. You can read more about this here.

Estimated delivery dates (If in stock & picked in the warehouse):

Small appliances approx 3-5 working days
Large appliances approx 7-10 working days.

Once you have received your order confirmation our trusted delivery partner will send you an SMS to book your delivery window. Speed of delivery will be dictated by your location, but you will always be offered the earliest available delivery date. Delivery is currently free for all purchases on shop.smeguk.com.

Can my appliance be connected?

Yes, we offer connections for all large appliances. Once you have selected your product the relevant connection and removal service will be available to add to your order. For more information on connecting your appliance, click here. For Connection T&Cs please click here.

What are the requirements to have my appliance connected?

Each appliance will have different requirements. To view the requirements that your appliance needs please click here.

Can I change my delivery date?

Yes. You can do this via the SMS the delivery team sent you when you made the booking.

Can I arrange to have my delivery left in a safe place?

Unfortunately not, your appliance must be handed to you to avoid your appliance getting damaged or stolen.

Can I track my order?

Once your order is out for delivery you can track it via the SMS sent from the delivery team.

Who will deliver my appliance?

One of our trusted 3rd party courier's will deliver your order, they are selected specific to individual order requirements.

What happens if my appliance cannot be delivered?

The delivery company will either return the item to us or notify us of a failed delivery. We will then get in contact to rearrange the delivery with you.

What can I do if my appliance doesn't fit?

Let us know so we can help resolve this as quickly as possible. Please click here and select the 'Smeg Direct Sales' option.

Can I collect from the store?

Unfortunately, you cannot order online and collect instore.

However, you can speak to someone in store to see if they have the appliance in store before heading down to purchase. You can do this by calling 03445735573 (option 2) or email stjames@smeguk.com.

Will the delivery company take packaging away?

Yes, our delivery team will unpack your new appliance and take all the packaging away. Please note that if you choose to return your appliance it needs to be unused and in its original packaging. More information about our returns policy is available here.

After you've Ordered

Can I amend my order?

Depending on what stage your order is at we may be able to make some amendments.

Please contact us here and select Smeg Direct Sales – Order Support / Amend My Order from the drop down menu and we’ll let you know what the options are.

Can I see the manual?

Yes, to get a copy of your manual please click here and enter the model number for your appliance.

Returns / Exchanges

I have changed my mind, can I return my order?

Yes, if you have had your products for fewer than 14 days. Contact us about this here.

If you haven’t used your appliance and still have the original packaging, we will refund you minus the original delivery cost.
If you no longer have the packaging or have used your appliance there will be a cost related to returning your product, this could be up to £99.00.
The team will contact your directly to arrange collection. Once we’ve collected it you will receive your refund within 14 days, minus any charges. Please note if you purchased any services with your new appliance, we will not be able to refund you for these as they will already have been completed.
If you’ve had your appliance for more than 14 days, we are sorry, but we cannot offer to take it back or offer you a refund.

Can I exchange my product?

If you need to exchange your product, please contact us here and select Smeg Direct Sales - Order support/Amend My Order from the drop-down menu and we'll let you know what the options are.

Can I return my order without proof of purchase?

If you have a problem with your product and do not have proof of purchase please complete our online support portal form here, and select 'product support'. Please note we are unable to authorise any returns where you do not have proof of purchase, your confirmation email can also act as proof of purchase.

Complaints / Faulty Items

My appliance arrived damaged, what do I?

Let us know a soon as possible, please click here to contact us.

My product is faulty, what do I do

Let us know so we can help resolve this as quickly as possible. Click here so we can point you in the right direction.

What is the complaints procedure?

Please complete our online support portal form if you need to make a complaint. You can do this here.

Warranty

What warranties do you offer?

Appliances purchased through our online stores are supplied complete with a manufacturer 2-year guarantee. Some products are also eligible for extended promotional warranties.

To register your warranty, click here.

My product is out of warranty, what should I do?

We won’t be able to offer a repair or replacement free of charge if your product is out of warranty, but we may still be able to help in some way. Please fill out our online support form here.

Visit Us

Can I come and see an appliance before I purchase it?

Yes, we have a Showroom at our head office in Abingdon, and a Showroom in our London store. Please click here to book

Do I need to book an appointment to see an appliance?

We would advise to book an appointment to ensure there is someone available to assist you. To book an appoinment please click here.

To find answers to any other questions, or to get in touch with us directly, please click here.

Need help with your appliance?

Our home economists can take you step-by-step through your appliance's features and functions thanks to our extensive video library.

Find out more

FAQ's