FAQ

We’ve gathered our most commonly asked questions here, so you can get help quickly. If you can’t find what you need here, you can always contact us at sales@harperinnovations.co.uk.

Can I change or cancel my order?

If you want to cancel your order, please contact customer support at sales@harperinnovations.co.uk as soon as possible. If your order has already been processed, it’s unfortunately not possible to cancel it, in which case, you can return it once it is delivered. After the return has been registered, we will either send out a new product, or refund the account used at payment.

I want to return my order. What do I do?

You have the right to return your purchase within 14 days of receiving your package, as long as the product has not been damaged or altered. When returning an order, you must pay for the cost of return shipping.

Place a note with your order number, your name and cause for return in the package. Send the package via recorded delivery to:

Harper Innovations Limited
Unit 3 Sovereign Business Park
Wyvern Avenue
Stockport
SK5 7DD

Handling returns normally takes 2-7 days after we receive the package. When the return has been registered, we will refund you. We will also send you a confirmation email once your return has been registered.

Which payment methods are offered at smartshake.co.uk?

Ordering and paying at smartshake.co.uk is safe and easy. These are the payment methods we offer:

Card Payment

You can always feel safe shopping at smartshake.co.uk. We work with Stripe, one of the world’s leading providers of online payment services. We accept debit and credit cards from VISA and MasterCard. Stripe guarantees a fast and secure payment, over a safe, SSL-certified encrypted connection.

PayPal

Pay quickly and safely by using PayPal. You can choose to pay from your PayPal balance, or through a debit or credit card associated with your PayPal account. The recipient of your payment will never see your credit card number or banking details.

Why doesn’t my discount code work?

If you have a discount code you want to use, enter it at checkout and click Use Discount Code. Please note that many discount codes have specific limits or restrictions. If you have any questions regarding a specific code, you can contact our Customer Support at sales@harperinnovations.co.uk. Please note that most discount codes cannot be combined with campaign prices. Combining discount codes is not possible, nor is applying a discount code once your order is complete.

How long do I have to wait for my products?

We will normally send your order the next working day. Please allow up to five working days for delivery.

I haven’t received my package. What’s happened?

The day we send out your order, you will receive an email with information regarding your delivery. Please allow five working days for delivery. If you haven’t received your delivery after five working days, please email us at sales@harperinnovations.co.uk. Please include your order number to allow us to quickly locate your order and investigate further for you.

What do I do if I receive a defective product?

You have the right to return your purchase within 14 days of receiving your package, as long as the product has not been damaged or altered. When returning an order, you must pay for the cost of return shipping. Once the defective product has been received, we will replace your order and include an additional Smartshake to cover the cost of postage.

Place a note with your order number, your name and cause for return in the package. Send the package via recorded delivery to:

Harper Innovations Limited
Unit 3 Sovereign Business Park
Wyvern Avenue
Stockport
SK5 7DD

Handling returns normally takes 1-2 weeks. When the return has been registered, we will refund you. We will also send you a confirmation email once your return has been registered.

I returned an order. When do I get my money back?

Handling returns normally takes 1-2 weeks. When the return has been registered, we will refund you. We will also send you a confirmation email once your return has been registered.

Are the products in my cart reserved?

To avoid disappointment, we want to note that the products placed in the cart are not automatically reserved for you. So make sure to complete your purchase as soon as possible – otherwise the product may be sold out before you have a chance to buy it.