FAQs

We hope these questions are helpful. If you have a question that you don’t see here, please reach out to our customer service team by phone or email. Our tech experts are always happy to help.

 

How can I find the product I want?

Find the shop by category drop-down at the top left of the homepage. You will see a list of categories. As you hover your mouse over the list, subcategories will pop up. Click into a subcategory to see the product catalogue. This is the best option if you want to spend some time exploring our extensive catalogue.

Alternatively, you can use the search bar to find something more specific.

 

How can I find specific brands of the product I want?

If you type your chosen brand name into the search bar, you will see a list of products from that brand. If you know the make and model of the product you are looking for, type this into the search bar, and if we have it in stock it will show up in your search results. Once you’ve found it, simply order it online.

 

I’ve forgotten my password

Don’t worry, it’s easy to get a new one!

Just select forgot password, and we will send a reset link to your email address. Click the link, which will take you to a reset page. Once you’ve created a new one, you should be able to log in as normal. If you have any further problems, do get in touch with our helpful customer service team.

 

When will my product be delivered?

For every item you see in our online store, delivery will be either the next day, or within the next three to five working days. This is our aim, but occasionally there are factors outside of control that means your delivery could be slightly later.

I’ve added the wrong address to my order. Can I change it?

Once you discover the mistake, reach out to our customer service team as soon as possible, who should be able to change it for you. Please note that we can only make the change if your product has not yet been sent out for delivery. 

 

Can I return an item I’ve ordered?

If you change your mind about your purchase, you are entitled to a full refund of the purchase, postage and packaging price, as long as you request the refund within 7 days of your online purchase. Please note that we cannot refund you the cost of return postage and packaging.

Click here to see our full policy on refunds and returns.

What if my item is faulty?

If you receive a broken or faulty item, please reach out to our customer service team before you ask for a refund. We may be able to find a solution for you. If we can’t, we can proceed with a refund, or an exchange.

 

Can I save an order in my basket?

When you log into your account, you can save items to come back to for later purchase. When you log out, it will still be there when you come back, allowing you more time to make the best purchasing decision for you.

 

Does Smithie IT offer tech support?

Our friendly customer service team are here to answer any questions you have by phone or email. We can provide tech support for our online store, and will do our best to advise you on the best product for you.