Shipping & Delivery Policy

Last updated: 12 August 2026

At Smith & Feeble, we aim to get your order packed and on its way as quickly as possible. Please read this policy before ordering, particularly if you are ordering custom or made-to-order products.

1. Order processing

Orders are normally processed within 1–3 working days.

Working days are Monday to Friday and exclude UK public holidays.

During product launches, promotions, events, exceptionally busy periods or where products are made to order, processing may take longer.

If there is a significant delay affecting your order, we will contact you where reasonably possible.

An order confirmation confirms that your order has been received. It does not guarantee that the order has been dispatched.

2. Delivery times

Delivery times shown at checkout are estimates provided by the relevant delivery service and are not guaranteed unless we have expressly stated otherwise.

Once an order has been dispatched, delivery is handled by the selected carrier.

Typical delivery times may vary depending on destination, service selected, weekends, public holidays, carrier delays and circumstances outside our control.

A delivery estimate is not a guaranteed delivery date.

Please do not place an order on the assumption that it will arrive by a specific date unless you have confirmed the delivery service and timing with us beforehand.

3. Delivery charges

Delivery charges are calculated at checkout according to the destination, order and delivery service selected.

Any applicable delivery charge will be shown before you complete your purchase.

From time to time, we may offer promotional or free-delivery services. These offers may be subject to minimum order values, geographical restrictions, selected products or other conditions stated at the time of the promotion.

4. Delivery address

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please check your:

• Name
• House or building number
• Street
• Town/city
• Postcode
• Country
• Contact details

carefully before placing your order.

If you provide an incorrect or incomplete address and the parcel is delayed, returned or requires re-delivery, we may charge any reasonable additional delivery costs incurred.

We cannot guarantee that an address can be changed after an order has been dispatched.

If you realise that your address is incorrect, contact us immediately. We will try to help, but we cannot guarantee that changes will be possible once processing or dispatch has begun.

5. Tracking

Where a tracked service is used, tracking information will normally be provided once the order has been dispatched.

Tracking information is supplied by the carrier and may not update immediately.

Please allow reasonable time for tracking information to appear before contacting us about a tracking update.

Once tracking confirms delivery to the address provided at checkout, we may ask you to check with household members, neighbours, building reception or other persons who may have accepted the parcel before raising a delivery enquiry.

6. Delayed deliveries

Delivery dates and estimates are provided by the carrier and can occasionally be affected by circumstances outside our control.

These may include:

• Carrier delays
• Severe weather
• Industrial action
• Peak seasonal demand
• Incorrect or incomplete addresses
• Customs delays
• Operational disruption
• Events outside our reasonable control

We will reasonably assist with delivery enquiries where appropriate, but carrier investigations may take time.

Please do not assume that a parcel is lost simply because it has not arrived on the estimated delivery date.

Where a carrier investigation is required, we may need to wait for the carrier's response before determining the appropriate next step.

Nothing in this section limits your statutory rights.

7. Lost parcels

If your order appears to have been lost in transit, please contact us.

We may need to provide the carrier with details of the order and allow the carrier's investigation process to take place.

Where appropriate, we may request confirmation that the parcel has not been received.

We will deal with confirmed lost deliveries in accordance with our legal obligations.

8. Parcels marked as delivered

If tracking shows that your order has been delivered but you cannot locate it, please first check:

• Around the property
• With household members
• With neighbours
• With reception or building management
• Any safe-place location specified by the carrier

If the parcel remains missing, contact us as soon as possible.

We may require information from you before opening an investigation with the carrier.

9. Damaged parcels

Please inspect your parcel when it arrives.

If the outer packaging appears significantly damaged, please photograph the packaging before opening it, where possible.

If the product itself is damaged, contact us promptly with clear photographs of:

• The outer packaging
• Internal packaging
• The product
• The damaged area
• The shipping label

Do not dispose of damaged packaging until we have advised you that it is no longer required.

This allows us to investigate potential carrier damage and determine the appropriate remedy.

10. Incorrect or missing items

If you receive the wrong product or an item is missing from your order, contact us as soon as possible.

Please provide:

• Your order number
• Photographs of the parcel and shipping label
• Photographs of the contents
• Details of what is missing or incorrect

We will investigate the issue and arrange an appropriate remedy where required.

11. International shipping

International orders may be subject to additional delivery times, customs procedures, import duties, taxes and other charges.

Any customs duties, import taxes or other charges imposed by the destination country are the customer's responsibility unless expressly stated otherwise at checkout.

Smith & Feeble has no control over customs processing times or charges imposed by foreign authorities.

Customers are responsible for ensuring that the products they order can legally be imported into their country.

We cannot accept responsibility for delays caused by customs authorities.

12. Customs refusals and failed international deliveries

If an international order is refused, abandoned, rejected or returned because the recipient does not pay applicable customs charges, taxes or duties, we may deduct reasonable costs incurred by us from any refund where permitted by law.

If an order is returned to us because the customer provided an incorrect address or failed to accept delivery, additional delivery or return costs may apply.

13. Multiple products

Where an order contains several products, we may dispatch products separately if this is necessary or practical.

Where products are dispatched separately, you may receive more than one tracking number or delivery.

You will not normally be charged additional delivery fees solely because we choose to split an order.

14. Pre-orders and made-to-order products

Products identified as pre-order, made-to-order or custom may have different processing times.

The expected dispatch period will be communicated on the relevant product page or at checkout where applicable.

If an order contains both in-stock and pre-order products, we may hold the complete order until all products are available unless otherwise agreed.

15. Custom products

Custom products may require additional processing time.

This can include custom scooters, personalised products, custom colours, custom graphics and other products produced or prepared specifically for an individual order.

Please allow the additional time stated on the relevant product listing before contacting us regarding dispatch.

16. Delivery to third parties

If you ask us to deliver an order to an address other than your own, you are responsible for ensuring that the delivery address and recipient details are correct.

Once the carrier confirms delivery to the address supplied at checkout, we may treat the delivery as completed, subject to your statutory rights.

17. Safe places

Where you provide instructions allowing a carrier to leave a parcel in a nominated safe place, responsibility for the security of the parcel may be affected by those instructions.

Smith & Feeble is not responsible for losses arising solely because a customer has specifically instructed a carrier to leave a parcel in an unsecured or unsuitable location, subject to applicable law.

18. Carrier selection

We reserve the right to select or change the delivery carrier or service used to fulfil an order where reasonably necessary.

This may be due to availability, parcel size, destination, operational requirements or other circumstances.

Where a particular delivery service has been specifically purchased and is available, we will make reasonable efforts to use that service.

19. Delivery to the correct address

Please note that we cannot be responsible for delivery problems caused by information supplied incorrectly by the customer.

This includes incorrect:

• Addresses
• Postcodes
• Names
• Flat or apartment numbers
• Business names
• Delivery instructions
• Contact information

Any additional costs resulting from incorrect information supplied by the customer may be charged to the customer where legally permitted.

20. Delivery problems and contact

If there is a problem with your delivery, please contact Smith & Feeble using the contact details provided on our website.

Please include your order number wherever possible.

We will investigate genuine delivery issues and work with the relevant carrier where necessary.

Important

Delivery estimates are estimates, not guarantees.

Please check your delivery address carefully before paying.

Please retain tracking information until your order has been received.

For damaged deliveries, photograph the packaging before disposing of it.

For international orders, the customer is responsible for applicable import duties and taxes unless expressly stated otherwise.

Nothing in this policy excludes or limits any rights you have under applicable UK consumer law.