Shipping policy
Shipping policy
Every toy in our shop is handmade by us in Stoke-on-trent, UK, We take pride in packing each order with care before it reaches your door. Please read our shipping policy below so you know exactly what to expect.
Where We Ship
We currently ship within the United Kingdom only, including England, Scotland, Wales, and Northern Ireland.
We do not ship internationally at this time. If you are based outside the UK, please check back in the future as we plan to expand.
Shipping Cost
Shipping is completely free on every order. No minimum spend, no hidden charges — what you see at checkout is what you pay.
Processing & Dispatch
All of our toys are handmade to order. We aim to process and dispatch your order the same day or the next working day after payment is confirmed.
We dispatch orders Monday to Saturday.
Orders placed before 6:00 PM on a dispatch day will be processed that same day. Orders placed after 6:00 PM, or on a Sunday, will be processed the following working day.
Please note: We do not dispatch on UK Bank Holidays. If your order falls on or around a Bank Holiday, it will be sent on the next available working day.
Delivery Service
We ship all orders via Royal Mail Tracked 48.
ServiceEstimated Delivery TimeRoyal Mail Tracked 482–3 working days after dispatch
Delivery estimates are provided by Royal Mail and are not guaranteed. Delays can occasionally occur due to high postal volumes or circumstances outside our control.
Estimated total time from order to delivery: 2–5 working days (processing + postal transit).
Peak periods (e.g. Christmas, Black Friday): During busy postal seasons, Royal Mail delivery times may be longer than usual. We recommend ordering early to avoid disappointment. We will always dispatch your order on time — any delays are within the postal network.
Order Tracking
Every order is sent with a Royal Mail tracking number. Once your order has been dispatched, you will receive a confirmation email containing your tracking number. You can use this to follow your parcel's progress at royalmail.com/track-your-item.
If you have not received your tracking email, please check your spam/junk folder before contacting us.
Delivery Address
Please ensure your delivery address is entered correctly at checkout. We are unable to redirect parcels once they have been dispatched. Smart Hub Gear cannot be held responsible for orders lost or delayed due to an incorrect address provided by the customer.
Please note: we do not deliver to PO Box addresses. Orders placed with a PO Box as the delivery address may be cancelled and refunded.
Order Cancellations
As we process and dispatch orders quickly, cancellations must be requested before your order has been dispatched.
To cancel, please contact us as soon as possible at Contact@smarthubgear.com with your order number. If your order has not yet been dispatched, we will cancel it and issue a full refund.
If your order has already been dispatched by the time we receive your request, we are unable to cancel it. In that case, please refer to our Returns Policy once the item has been delivered.
Lost or Missing Orders
If your order has not arrived within 5 working days of your dispatch confirmation email, please don't hesitate to contact us at Contact@smarthubgear.com. We will check your tracking straight away and liaise with Royal Mail to arrange a resolution for you.
Damaged Items
If your order arrives damaged, please contact us within 7 days of delivery at Contact@smarthubgear.com and include:
- Your order number
- A description of the damage
- A clear photo of the item and packaging
We will work quickly to make it right.
Contact Us
If you have any questions about your delivery, please get in touch — we are happy to help.
Response time: Within 24 hours, Monday to Saturday
Business address: Smart Hub Gear, 7 Stansmore Road, Stoke-on-trent, ST3 6BJ, United Kingdom
Phone: +44 1782 301049